Originally Posted by
Scoop
ACL,
I know what you are saying, but I am highly skeptical. First off, "Customer Service" is a corporate philosophy which must resonate throughout the company from the top down. This takes more than just words, it takes money and a committment. Secondly, you can't just have a "Year of customer service," what happens in 2011, we go back to business as usual?
Thirdly, if a large percentage of your business is being outsourced, based on lowest cost criteria - how do we expect to improve customer service? 
Scoop
Bingo!! That is the argument we have to take to the table when we try to recapture flying. Cost is not everything. Our management has been penny wise and pound foolish and it is showing in those anecdotes. Our costs and the DCI's are starting to converge. Add in the benefit of ownership of the process and we can make an economic argument to recapture small jet domestic flying.