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Yes and no. You have to do the big things right before you can do the small things right. For instance, every flight I've taken on United in the past 5 years

Yes and no. You have to do the big things right before you can do the small things right. For instance, every flight I've taken on United in the past 5 years (about 10 or so) has been delayed by a mechanical or scheduling issue. Two of them were delayed to the point where I missed a connection. I do not fly United anymore. I my mind (and it's likely largely affected by which airports I frequently fly into) it's Delta, American and Alaska competing for my business. Even though I fly to/through DFW frequently, I try to avoid American because of how enshittified their frequent flyer program has become. How the mighty have fallen. It is a little thing (the enshittified frequent flyer program), but it keeps me from seriously considering flying American unless there's no alternative. So yes... small things matter (American) but only because big things have already eliminated potential service providers (United.)

samatman 2y ago
> You have to do the big things right before you can do the small things right. Doing the small things right is how the big things get done right. Attention to detail is a culture, and it's as applicable to turning planes around on time as it is to giving premium customers a premium experience, and ordinary customers a surprisingly nice experience.
happypumpkin 2y ago
For me Delta has been the one that is garbage lately. It used to be my favorite but the last five flights have all had something go wrong. When I requested proof of delay for travel insurance it took them ages to send it over. Tbf though a lot of the issues might just be related to their hub being in Atlanta. I suppose it is hard to make such a gigantic airport efficient but wow do I hate Atlanta layovers (and being stuck there overnight when something goes wrong). Only one I've never had issues with is Alaska but Southwest is usually good, plus their boarding procedure is by far the most organized. Seriously, why do so many airlines just make it a mad-dash by group?

samatman 2y ago

> You have to do the big things right before you can do the small things right. Doing the small things right is how the big things get done right. Attention to detail is a culture, and it's as applicable to turning planes around on time as it is to giving premium customers a premium experience, and ordinary customers a surprisingly nice experience.

happypumpkin 2y ago

For me Delta has been the one that is garbage lately. It used to be my favorite but the last five flights have all had something go wrong. When I requested proof of delay for travel insurance it took them ages to send it over. Tbf though a lot of the issues might just be related to their hub being in Atlanta. I suppose it is hard to make such a gigantic airport efficient but wow do I hate Atlanta layovers (and being stuck there overnight when something goes wrong). Only one I've never had issues with is Alaska but Southwest is usually good, plus their boarding procedure is by far the most organized. Seriously, why do so many airlines just make it a mad-dash by group?