Employees as Hard on Airline as Customers

CEO gets harsh feedback from workers on declining quality
By Jim O'Neill,  Newser User
Posted Dec 22, 2007 7:07 PM CST
US Airways customers wait at the ticket desk at San Francisco International Airport, Monday, Oct. 22, 2007.    (Associated Press)
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(Newser) – US Airways has the worst on-time performance of any major US airline; it also has 36,000 employees encouraged to e-mail CEO Douglas Parker about everything from smelly planes to lousy in-flight snacks to a reservation system that doesn't work yet, reports the New York Times. Says Parker: The feedback “keeps management extremely honest.”

Parker fields questions during quarterly, company-wide videoconference meetings at the airline's HQ, where he answers a mix of live comments and e-mails. Some e-mails make it into the weekly newsletter, printed verbatim—vitriol and all. “Not some sanitized version,” Parker tells the Times. Employees “are going to talk about it anyway.”