Maybe. I comes down to how you manage and how you motivate your people to get the job done. I would venture to guess that LUV gives their Gate agents and pilots the latitude and tools necessary to take care of their internal and external customers.


If anything DAL has to many layers to it operation that isolates and buries a lot of these problems. Metrics are good but they only state that there is a problem. People are what identify the issues and fix it. Straighter more direct lines of communication from a work force that feels valued and compelled to speak up is stem one. Like I said, invest in your most valuable asset, your people. Show them though action not memo, that they are a valuable commodity that you want to keep. Simple eh?