I think it comes down to measuring the wrong things. Reminds me of the story where a flight was 30 minutes delayed. Instead of delaying all downstream flights affected by this by 30 minutes, the airline repurposed the plane for a flight that would qualify as on-time. So they had a few customers that were irate rather than a lot that were slightly annoyed. But it was because the metric the airline was evaluated on was percentage of on-time departures — once a flight was late, it didn’t matter how late.
Correct. But I would argue that they probably measure the right thing. It’s probably better for an airline to have .1% of super-angry customers than 3% of frustrated customers. At least that’s the directions that they all have taken.
