Wharton professor Serguei Netessine who recently had to spend the night in an airport hotel after being kicked off an overbooked evening flight is one of thousands of airline passengers this summer who have been stranded on runways or sleeping in airports. While airline service is no longer the white-glove experience it once was it has recently gone beyond bad food and snappish flight attendants. ”Previously airlines worried about dissatisfied customers. Now I don’t think they worry about it because the customer service at all airlines is so horrible ” says Netessine. Knowledge at Wharton looks at the current state of the airline industry.
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Knowledge at Wharton