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Fast Company
July 2006
Susan Stellin |
Self-Service Sleeping Customers love to check themselves in at the airport. Can they ever feel the same way about hotels?   |
Fast Company
March 2008
Dave Demerjian |
Hustle & Flow Alaska Airlines' Airport of the Future makes quick work of getting passengers through check-in. |
CRM
August 2010
Lior Arussy |
When Customer Experience Matters Most An eruption of volcanic ash leads to an eruption of service mistakes. |
Bank Technology News
November 2010
Sean Sposito |
5-NCR Self-service checkout counters at supermarkets. Vending machines loaded with DVDs. If you ask William Nuti what these devices have to do with financial services technology, he'll tell you: Everything. |
Bank Technology News
January 2007
John Adams |
Branch Automation: Helping Customers To Help Themselves Buoyed by the success of user-driven automated service at airports and supermarkets, firms like Source Technologies and NCR are selling the idea to financial firms. |
Entrepreneur
June 2007
Julie Moline |
Do It Yourself Check-in kiosks are saving business travelers tons of time. |
PC Magazine
August 11, 2008
Logan Kugler |
8 Tricks to Beat Airport Delays These Web sites and flight tracking tools will help you get a leg up on other passengers and avoid getting stranded. |
InsideFlyer
October 2012 |
Growing Fees Whether you love 'em or hate 'em (and we know you hate 'em), airlines fees are a lucrative business for the airlines. |
The Motley Fool
December 15, 2004
Lawrence Meyers |
The Unholy Airline Trinity Northwest, Continental, and Delta have a frequent flyer alliance. Too bad they're so stingy with their rewards. |
InsideFlyer
July 2011 |
UA and CO As United and Continental continue toward their merger, customers can now shop for flights, obtain seat assignments and check their flight status on united.com or continental.com when traveling on either airline. |
The Motley Fool
January 6, 2011
Rich Duprey |
Sabre Slashes American Airlines The global ticket distribution service joins other online agents in exiling the airline from its system. |
InsideFlyer
August 2008 |
Straight from the horse's mouth- Part 2 Interview insights from executives of Delta Air Lines, Red Lion Hotels, Star Alliance Services GmbH, American Airlines, and Jonathan Miles, author of Dear American Airlines. |
IEEE Spectrum
June 2012
Jerome Svigals |
The Long Life and Imminent Death of the Mag-Stripe Card This love child of the airline and banking industries has survived for half a century. But the end is finally near |
BusinessWeek
September 2, 2010
Felix Gillette |
Ryanair's O'Leary: The Duke of Discomfort Ryanair CEO Michael O'Leary is remaking commercial flights in his image: shabby, crabby, and cheap, cheap, cheap. |
Entrepreneur
April 2003
McGinnis & Elliott |
The Winner's Circle Times may be tough, but our 10th Annual Business Travel Award winners still make travel a pleasure. |
CIO
June 1, 2003
Gary Beach |
The Self-Service Economy Forget about the "new" economy or the "e" economy. Bring on the "self-service" economy. Is your company --and in particular your company's website--ready for the most demanding customers in the coming self-service economy? |
Bank Systems & Technology
November 1, 2005
Maria Bruno-Britz |
Western Union Flying High With Cash Payments A deal between Western Union, a subsidiary of payments solutions provider First Data, and American Airlines, offers underbanked consumers the ability to purchase American Airline tickets at local Western Union locations. |
The Motley Fool
June 17, 2004
Alyce Lomax |
Push-Button Burgers at McDonald's? Will you soon get a burger at the touch of a button? McDonald's is testing kiosks through which hungry, hurried customers can place their orders. |
BusinessWeek
September 29, 2010
Bachman et al. |
Southwest Charts a New Flight Plan In a bid to continue growing and lure more lucrative corporate travelers, Southwest Airlines is paying $1.4 billion for AirTran. |
AskMen.com
Mark Jenkins |
Resolve & Avoid Air Travel Problems Despite your best plans, problems can arise with airline travel that will throw off your schedule and cause you a wide variety of frustration. |
The Motley Fool
July 30, 2007
Dan Caplinger |
Air Travel Survival Guide Nothing's worse than needing a vacation from your vacation after dealing with travel difficulties. With the right combination of luck and skill, however, you can navigate yourself into a winning trip no matter what happens. |
Popular Mechanics
January 2008
Thomas Hayden |
10 Ways to Fix Air Travel Flying may be incredibly safe, but it's also unreliable, inefficient and stressful. Here's how to make the experience aloft easier on us and the planet. |
CIO
November 1, 2002
Todd Datz |
Can American Keep Flying? CIO Monte Ford landed at American Airlines in late 2000 charged with rebuilding IT. Now he's got a bigger job: Help restore the world's biggest airline to profitability. |
CRM
May 31, 2011
Brittany Farb |
Passengers Are Increasingly Dissatisfied with Air Travel A new study shows customers are uncomfortable and inconvenienced. |
| Knowledge@Wharton |
Flight Delayed Again? The Hub's the Rub New research shows that most of the delays due to air-traffic congestion are evidence of trade-offs made by an air travel system in which passengers get something in return for congestion -- more frequent service to a greater number of destinations... |
BusinessWeek
August 6, 2009
Foust & Ramachandran |
Small Airports Drop Off Carriers' Radar Airlines are slashing service to second-tier cities, but startups may pick up the slack. |
Bank Systems & Technology
February 27, 2006
Phil Britt |
All-Transaction Machines? The U.S. military recently installed on bases self-service kiosks that enable military and support personnel to use smart cards in lieu of cash for purchases at military-operated concessions. |
Popular Mechanics
August 27, 2009
Chris Sweeney |
15 Brilliant, Bad and Downright Strange Plans to Save Airlines Possible ideas to make plane trips more profitable and efficient. |
CIO
October 7, 2009
Charlie Feld |
How Customer Focused Tech Keeps Airline's Revenue Aloft Southwest Airlines CIO Jan Marshall describes how front- and back-end systems influence the customer experience and generate revenue. |
The Motley Fool
September 10, 2004
Salim Haji |
Lessons Airlines Can Learn From PCs Without radical strategic change, the legacy carriers won't survive. |
CRM
November 3, 2003
Martin Schneider |
You Want Fries With That CRM? McDonald's gets customer-focused at the counter. |
Salon.com
October 30, 2001
P. Smith |
Search for bombs, not nail clippers A commercial pilot says that security checks are laughably misdirected... |
Fast Company
November 2008
Dave Demerjian |
Business Travel Gets an Upgrade at the Airport Business travel has never been worse -- US Airways now charges two bucks for a can of soda?! Meet the highfliers working to make the terminal experience bliss. |
Salon.com
July 28, 2000
Elliott Neal Hester |
Out of the Blue Lies in the sky: An inside look at United Airlines' abysmal service. |
Salon.com
December 14, 2000
Elliott Neal Hester |
Common cattle Every now and then, flight attendants must fly with the unwashed masses. It sucks... |
HBS Working Knowledge
August 31, 2011
Julia Hanna |
Improving Fairness in Flight Delays Airlines and the FAA don't like flight delays any more than passengers, but what's to be done? Researchers propose a "fairness" system that could save travelers time and service providers millions of dollars annually. |
The Motley Fool
November 23, 2011
Sean Williams |
Airlines -- Kick 'Em While They're Down New legislation has the potential to put a serious crimp in the airline sector's cash flow. |
The Motley Fool
February 25, 2011
Dan Caplinger |
How to Deal With Sky-High Airfares The economic recovery has made many people breathe a big sigh of relief. But an improving economy has brought what some would call an unintended consequence: higher airfares. |
Reason
January 2005
Matt Welch |
Fly the Frugal Skies How low-cost airlines have transformed Europe---and what it means for America. |
| Knowledge@Wharton |
Are Government Bailouts Bad Business? While American economists and airline experts concede that the terrorist attacks of Sept 11, 2001, pose a unique case, there is little enthusiasm for government bailouts in general... |
CRM
December 1, 2005
David Myron |
Straighten Up and Fly Right A bad customer experience is only the beginning of a much bigger problem for sizeable airlines. Successful companies don't just sell products, they sell positive, personal customer experiences. |
DailyCandy
November 20, 2004 |
Travel: Ticket Master Looking for cheap travel tickets? Here's the skinny from the insiders at agencies, airlines, and online aggregators. |
BusinessWeek
February 5, 2007
Michael Arndt |
McDonald's 24/7 By focusing on the hours between traditional mealtimes, McDonald's is sizzling. |
Salon.com
July 26, 2002
Patrick Smith |
Ask the pilot Do seat cushions actually save lives? And why don't U.S. airlines fly to Africa? |
The Motley Fool
September 8, 2011
Neha Chamaria |
Extra Bucks for Airlines -- Not for Investors Airlines are earning increased revenue from extra fees. |
InsideFlyer
May 2008 |
Travel Light Northwest Airlines is the latest airline to announce it will charge a fee for a second checked bag. |
The Motley Fool
September 10, 2004
W.D. Crotty |
Airline Eliminates Check-In Hassle Hawaiian Airlines now offers baggage pickup from your home, office, or anywhere. It will be interesting to see whether the somewhat costly service translates into more paid passengers and higher operating margins. |
The Motley Fool
June 11, 2010
Rex Moore |
Airlines Turn the Corner Profits are down, but passenger satisfaction is up. |
BusinessWeek
May 6, 2010
Paul M. Barrett |
Airline Mergers Aren't Storybook Romances The Continental-United tie-up makes sense in a bloated industry, but history shows that big airline mergers yield mediocre results at best. |
CRM
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
