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I hate saying it, but airline culture and training is often such that thinking creatively, and the devising of proverbial outside-the-box solutions, is almost actively discouraged.

Everything is scripted, regimented, rote and procedural, and employees are often so afraid of being reprimanded for going against the letter of the law, or for making a bad decision — not to mention chronically being pressed for time — that they won’t make a decision at all, or will gladly hand the matter along to somebody else who can then take responsibility.

The value of the reward is incrementally increased until somebody takes the bait. It appears the airline’s staff reached a point where they simply didn’t know what to do, and nobody was brave enough, or resourceful enough, to come up with something.

Summoning the police became the easiest and fastest way out.

I don’t know any more than the average person whose been following the story or who has watched the video.

But my experience within the industry brings me to see it this way.

The Airline Quality Rating 2017 is a summary of month-by-month quality ratings for U. airlines that are required to report performance by virtue of having at least 1% of domestic scheduled-service passenger revenue during 2016. Bowen As an industry consultant, pilot and former fixed-base operator, and scheduled air carrier operator, Bowen has been an invited expert witness before the U. House of Representatives Committee on Government Operations and an invited speaker and panelist.

UNLESS YOU’VE BEEN living in a hole over the past couple of weeks, you’ve seen or heard (and maybe, like me, grown very tired of) the story about the passenger being forcibly removed from an overbooked United Express regional jet in Chicago.

The accompanying video is a little disturbing to watch. Not all flights are routinely overbooked, and for those that are, it’s done in accordance with tracked data that predicts how many people with reservations are actually going to show up.

The rating is a multifactor examination of the airlines based on mishandled baggage, consumer complaints, on-time performance and involuntary denied boardings.

The Airline Quality Rating industry score for 2016 shows an industry that improved in overall performance quality over the previous year.