Anyone who travels often has a story to tell about an unpleasant experience with air travel. Many of these stories revolve around weather, cancelled flights, rude passengers, sitting on a runway, etc. I want to share a set of personal observations that prompted me to think about the perception of quality.
Actually, this particular day started out as quite routine. The check-in, security, and boarding processes were uneventful – just the way you would like them to be! I took my seat and soon the flight attendant was giving the usual announcements. You know the drill…
“place your smaller items under your seats…you must be willing and able to aid the flight attendants in case of an emergency if you are in the exit row…laptops cannot be placed in your seatback pocket…”
