Air NZ boss to United: Don't waste a good crisis
Air NZ CE Christopher Luxon says United Airlines ''shouldn't waste a good crisis'' created when a passenger was dragged from an overbooked plane. He said the airline's ''abysmal failure'' to handle the situation was a great opportunity to completely turn around its culture. ''When you see big failures in customer service like that, it is really linked to the failure of a development of a culture over 20 or 30 years," said Luxon. United now had a very clear ''burning platform'' to use as a catalyst for changing the organisation's culture. ''Air NZ knows what that's like. We've been on a big turnaround in our business for the last 15 years or so - it's possible to get a turnaround in a culture very quickly but it starts from leadership,'' Luxon said. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2017-05-08/star/air-nz-boss-to-united-dont-waste-a-good-crisis
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Air NZ boss to United: Don't waste a good crisis
Air NZ CE Christopher Luxon says United Airlines ''shouldn't waste a good crisis'' created when a passenger was dragged from an overbooked plane. He said the airline's ''abysmal failure'' to handle the situation was a great opportunity to completely turn around its culture. ''When you see big failures in customer service like that, it is really linked to the failure of a development of a culture over 20 or 30 years," said Luxon. United now had a very clear ''burning platform'' to use as a catalyst for changing the organisation's culture. ''Air NZ knows what that's like. We've been on a big turnaround in our business for the last 15 years or so - it's possible to get a turnaround in a culture very quickly but it starts from leadership,'' Luxon said. <br/>
