Originally Posted by
deltajuliet
Who cares about on-time performance, anyway? No passenger thinks to themself, "Gee, United's D-0 is slightly better than American's, I'm booking on United!"
This. Most pax only see the price and that is where we are at. Brand perfect is just setting pax up for disappointment. Things happen...where we all fail is in the customer service portion when things do go to Hell.