A Kinder, Gentler Flight Delay Strategy
Dear Savvy Traveler,
Here's an idea whose time has come.
I write this e-mail while waiting for a delayed Midwest Express flight in Milwaukee. I should be angry but I'm not. Why? Instead of offering some unrealistic projection of when the flight will actually take off and then constantly pushing it back, ME takes a radical approach. They put "Delayed" on the gate marquee like most airlines, but then they have a scrolling message that tells you EXACTLY why it's delayed and when the problem is expected to be cleared up.
In my case, it's a late arriving flight from Raleigh. The marquee says the plane is in the air and gives its ETA, as well as the expected time necessary to clear and reload the plane. This strategy is very honest with the passenger, and takes a lot of the frustration out of delays.
Erich
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