Tired of the oversold flights, cancellations, and bad customer service that seem to be an unpleasant part of traveling by air? The airlines, their employees, and executives certainly have the most proximate responsibility over their day to day operations. But they are also dealing with a distant and menacing power that pressures everything they do. Like most of the corporate world, the airline industry is suffused with the infernal odor of greed, which emanates from Wall Street and permeates like a heavy and ever more stifling gas:
Relentless pressure on corporate America is creating an increasingly Dickensian experience for many consumers as companies focus on maximizing profit. And nowhere is the trend as stark as in the airline industry, whose service is delivered in an aluminum tube packed with up to four different classes, cheek by jowl, 35,000 feet in the air.
“There’s always been pressure from Wall Street,” said Robert L. Dilenschneider, a veteran public relations executive who advises companies and chief executives on strategic communications. “But I’ve been watching this for 30 years, and it’s never been as intense as it is today.”
Read it all at New York Times.