When a survey of PSFK readers I conducted said that 75% of you think that a ‘helpful’ inflight staff is an attribute of a great airline – why, in our experience, do airlines still seem to fail to provide the simplest of services? In this opinion piece I try to theorize about airlines’ group-hate of passengers and the strategic problem fueling it.
A particularly painful flight(s) I took recently (partly documented on Facebook here and here) on United Airlines reminded me of the controversial experiment by Yale University psychologist Stanley Milgram in 1961. The Milgram experiment involved ‘teachers’ who would give [...]
February 23, 2009
United Airlines & The ‘Electrocution’ Of Passengers
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