Originally Posted by
Elvis90
You're right, management sets the policies and the tone. I can understand this author's frustration, but on the other hand it can have consequences to other passengers "downstream" when the aircraft is on its 6th leg of the day.
We've waited several times for connecting passengers this last week when I was flying.
I know as a commuter on AA and American Eagle that it's Eagles policy to shut the door 10 minutes prior to departure; I don't get upset anymore, it simply is the policy.
That is one thing DAL (and a lot of other companies can do better) - train front line employees better and empower them to think on their feet and make decisions:
Flight to JFK with 30 connecting international passengers: "Sorry, we have to go."
Last flight to Palookaville with no connections: "Folks we have a few connecting passengers who will be here in 5 minutes - we are going to wait for them."
I am starting to see the later on occasion and hopefully we will continue down this path.
There is a risk with empowering employees as they will sometimes make errors but in the long run it can pay great dividends.
Scoop