Why Empathy Matters

By Jim Rittenhouse, CPA, CVA, MAFF, Shareholder

When an airline cancels a flight 30 minutes before the boarding process begins, there is a rippling effect.  A large rippling effect.  People are delayed, miss connecting flights, experience unwanted stress, and worse of all create mistrust for an industry that needs to be trusted.

I am appalled by the lack of empathy for customers and many others who are impacted by the ripple effects.  While some delays related to weather or maintenance are unavoidable, continuing to advertise flights the airlines know they cannot staff, and thus will be delayed or simply cancelled, is not acceptable.  I can trust in the fact that these ripples will continue. 

While I may now feel better after writing this, 12 hours must pass before preboarding has another chance to begin.

Filed in: Client News