Alan Weiss’s Monday Morning Memo® – 12/12/2022
Airlines are far better of late in terms of “on time” departure and arrival. But it’s not what you think.
When we returned from London two weeks ago, the flight was an hour late leaving the gate because British Air couldn’t find a tug for a jumbo aircraft on an international flight! No tug had been assigned! Yet, we arrived in Boston, against the prevailing winds, a half-hour early. Did the pilot find a warp in the fabric of time and space?
No, the schedules are incredibly padded.
Not long ago we left on-time from LA and landed in Boston 45 minutes early! This isn’t unique to the airlines. When you schedule an Uber you’re reminded that they can be 15 minutes late but still “on time.” Cable companies and repair people demand a four-hour “window” and are therefore on time while you spend up to half-a-day waiting.
And an airline “departs” these days on time so long as you push back from the gate on time, even if you then wait on the tarmac for an hour.
We haven’t improved at being on time, we’ve simply changed its definition.
Perhaps McCain has opposed affirmative action for so long that he doesn’t know it’s about inviting more people to meet standards, not lowering them. —Gloria Steinem
Those who lower standards instead of improving performance aren’t kidding anyone and are cheating their customers. —Alan Weiss
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