For a carrier wanting that sort of pride, Headley says, everyone from the top executive to the ground crew must commit to the customer. And, he adds, nothing enrages passengers more than a shrug of no-information when they’re pinned at an airport gate or on a taxiway. “I flew home last Sunday,” he says, “and it was 40 minutes past departure time before they made any announcements. That might make people walk away from an airline.”
Bowen and Headley announced the 2009 results on April 12 at the National Press Club in Washington, D.C. Read their report here.
Craig Mellow is a New York-based writer.