U.S. Airlines, Take Note: The Asians Understand Quality
Are U.S. carriers really stressing quality ("The airlines get out the good china," Marketing, Feb. 3)? The airlines must not mistake the number of gadgets for quality service. One considerate flight attendant can outshine all the Wedgwood china and Waterford crystal on a 747-400. Attention given the passenger must come first. To remain competitive, United, American, Northwest, and Delta cannot take a backseat to the innovation of Asia's Cathay Pacific Airways and Singapore Airlines.
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