This seems very reminiscent of two things: i) The rule of "The Most Intolerant Wins", coined by gadfly Nassim Taleb > The minority rule will show us how it al

This seems very reminiscent of two things: i) The rule of "The Most Intolerant Wins", coined by gadfly Nassim Taleb > The minority rule will show us how it all it takes is a small number of intolerant virtuous people with skin in the game, in the form of courage, for society to function properly. Also works in the inverse. ii) Mishandled Bags Rate vs. Bag Complaints Levied Against Airlines On "Why do more passengers complain about United than Southwest even when the service is the same?" > So why does United generate a higher rate of complaints than Southwest? I think it has to do with basic training and empowerment of frontline workers. When your bag doesn’t show up, your immediate recourse is not calling the FAA; it is speaking with an airline employee. If that employee can show a little empathy and try to help, no one will be rushing to call the Feds. Said another way, well designed recovery processes matter and that is true independent of niches the firm targets or how it prices. If you look at the dataset, Frontier actually has one of the lowest mishandled bag rates of the bunch, but the highest complaint rate. That sucks. --- https://medium.com/incerto/the-most-intolerant-wins-the-dictatorship-of-the-small-minority-3f1f83ce4e15 https://medium.com/incerto/the-most-intolerant-wins-the-dict... https://operationsroom.wordpress.com/2014/02/12/why-do-more-passengers-complain-about-united-than-southwest-even-when-the-service-is-the-same/ https://operationsroom.wordpress.com/2014/02/12/why-do-more-...