A tale of two customer service approaches.

In today's Business Day section of the New York Times, there's one story about how Disney is able to reduce the frustration level of people who are waiting in lines at the parks (here) and another story about how difficult it is for the airlines to cope with all of the headaches about having to cancel flights during bad weather (here). Disney has incentives to keep its guests happy. Happy guests buy more souvenirs, come back to the parks, and tell their friends about their experiences there. Airlines, on the other hand, have that new legislation — the law that requires them to pay fines for staying on the tarmac for too many hours — and their thin profit margins, which combine to reduce their ability (or desire?) to figure out how to reroute stranded customers when all flights are already filled to capacity. Maybe it's a combination of company culture and outside incentives, but the juxtaposition of the two approaches is telling. Disney wants to make people enjoy their time in its parks; airlines want to keep their costs low.

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