• About Tom Dougherty

    Tom Dougherty CEO, Stealing Share

    Tom Dougherty is the President and CEO of Stealing Share, Inc., and has helped national and global brands such as Lexus, IKEA and Tide steal market share over his 25-year career.

    An often-quoted source on business and brands, he has been featured recently by the New York Times and CNN, discussing topics ranging from television to Apple to airlines.

    Tom also regularly speaks at conferences as a keynote and break-out speaker. To find out more on inviting him to your speaking engagement and view a video of him speaking, click here.

    You can also reach him via email attomd@stealingshare.com.

    Follow me on Twitter

Another bad airline experience

us_airways_logo_blue2

 

 

 

 

What’s wrong with the airline industry? Well, beside, you know, everything. Here’s another: They think they are airline companies and not service providers.

Just last night after a day of travel, I was diverted by US Airways from my destination because of fog in Greensboro.  The airline flew us to nearby Charlotte instead, located about 90 miles from the final destination.

Of course, when “deplane-ing,” I was greeted by a helpful airline representative who told me I was on my own and they would rebook me on the first available flight back to Greensboro the next day.

2536537361_ef35b9b35a

I rented a car and drove the 90 minutes to finally get to where I was going.  Would you think US Airways could have provided a bus to shuttle myself and the rest of the crammed and tired passengers from Charlotte to Greensboro? No. It’s not their responsibility, they said. It was an “act of God.”

Hey, listen. So is bankruptcy.

Good luck to the “New American Airlines.” Maybe they will finally figure out that the customer, their flying public, actually means something? Nah.

Leave a Reply

Your email address will not be published. Required fields are marked *