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Leadership in Action: Dividends and Interest - For Lack of Leadership, Airlines are Flying Blind by Craig Chappelow

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STORMY WEATHER

The leaders who make up the current group of airline CEOs have their work cut out. They inherited bloated businesses offering a commodity product in a service industry, yet they seem to have completely lost touch with customer service.

Ask anyone who has flown recently. Last week I sat crammed into a small seat with my knees crushed against the seat in front of me. The plane had sat at the gate for thirty minutes beyond the scheduled departure time before anyone in the flight crew bothered to get on the PA system to say why we weren't going anywhere. It seems as if the airline industry has reached a tipping point and is about to cave in on itself.

Bethune may have said it best as he prepared to turn over the reins of Continental ...

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