Lessons From Airline Industry Downtime

Daniel Burrus

If you were one of the millions of travelers impacted by the technology breakdown of two major airlines a few months ago, you have my sympathies. In July 2016, Southwest Airlines canceled 2,300 flights when a router failed, delaying hundreds of thousands of passengers.

How WOW Air Disrupted The Airline Industry

Innovation Excellence

So, how did one airline company disrupt the airline industry through a low-budget carrier? Innovation Airline Industry airlines disruption Iceland travel Wow AirA remote, often misunderstood country, Iceland has become one of the hottest tourist destinations.

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Innovation Sighting: Adjustable Airline Seats

Innovation Excellence

Continue reading → Consumer Innovation Creativity Growth Strategy airlines flying invention travel innovationHere's a nice example of the Attribute Dependency Technique, one of five in the innovation method called Systematic Inventive Thinking (SIT).

Yet Another Interesting Safety Announcement by an Airline

Rmukesh Gupta

Here is another interesting in-flight safety announcement by Turkish Airline. It is always great to see brands and businesses having fun and collaborate with each other, just like the Lego team and the Turkish Airlines have done so for this campaign. .

Branding Strategies – A Scary Mistake for Southwest Airlines


I’m not sure where to start with the brand experience problems for Southwest Airlines in this picture. The entire Southwest Airlines ticketing area was decorated for Halloween. We talk about Southwest Airlines frequently example in Brainzooming branding and content marketing workshops.

Ten Things United Airlines Might Have Done

Gregg Fraley

Improving Customer Service at United Airlines Requires a Paradigm Shift and Recognizing They Have a Problem. 10 Things United Airlines Might Have Done (see below). Once again we have an incident of extremely poor customer service from a major airline.

Innovation Sighting: Adjustable Airline Seats

Innovation in Practice

From Fox News : The airline legroom wars may finally be coming to an end. Here's a nice example of the Attribute Dependency Technique, one of five in the innovation method called Systematic Inventive Thinking (SIT). It's a great tool to make products and services that are "smart."

Herb Kelleher's Legacy at Southwest Airlines: 5 Important Lessons

Michael Roberto

Source: Southwest Airlines Yesterday, Southwest Airlines co-founder and long-time CEO Herb Kelleher died at age 87. Here are five simple, yet powerful, lessons that come to mind as I reflect on the Kelleher era at the airline: Make tradeoffs.

Alaska Airlines’ Lean Startup Test in Airport Lounges

Innovation Leader

Two members of the airline’s Customer Innovation R&D team discuss a recent test of a new system aimed at delivering a more personalized travel experience

Internal Branding Strategy – 3 Ways to Be Smarter than United Airlines


The folks at Armada Corporate Intelligence offered an internal branding strategy take on the United Airlines woes, offering strategic thinking questions you can ask and answer to improve your brand’s resiliency and avoid brand crises.

Southwest Airlines: Remarkable Customer Service Once Again

Michael Roberto

Last week, my wife and I tried to book some flights on Southwest Airlines using credits we had for some cancelled flights from last year. I relate the story because it is yet another example of how Southwest Airlines has empowered its employees to act quickly to remedy customer problems. customer service social media Southwest airlinesUnfortunately, we had waited more than twelve months, so the credits had expired.

Strong Airline Profitability? Is it Really About Fees?

Michael Roberto

Source: Dallas News For decades, the airline industry has been characterized by abysmal profits. The list of airline bankruptcies is seemingly endless. airline industry profitability is very strong at the moment - "healthier than ever" according to the headline. The newspaper credits the litany of fees charged by airlines for the strong income numbers: Profit per passenger at the seven largest U.S. airlines averaged $19.65 airline industry Southwest airlines

Norwegian Airlines: Are They Built to Last?

Michael Roberto

Travelers in my area have been enjoying incredibly low fare trips to Europe on Norwegian Airlines. The Wall Street Journal's Heard on the Street column has some doubts : The airline operates a very different growth model to tried and tested low-cost carriers such as Southwest Airlines Co. The Wall Street Journal has expressed skepticism about the airline in the past as well. Columnist Stephen Wilmot wrote, "You can’t build a low-cost airline without low costs."

Southwest Airlines President: ‘If You Don’t Like Change, You’re Going to Hate Extinction’

Innovation Leader

We spoke with President Tom Nealon about how Southwest is working to address customer and employee pain points

The Risks of Sticking with Legacy Technology

Daniel Burrus

In July 2016, Southwest Airlines canceled 2,300 flights when a router failed, delaying hundreds of thousands of passengers. Legacy technology is like that old pair of jeans you wore as a teenager. They are comfortable” was always your answer to any inquiry.

This Is How Your Business Will Be Disrupted

Innovation Excellence

Innovation Core Competence Southwest Airlines Wal-MartThe principles of running a business are fairly straightforward. You create clear objectives, achieve them efficiently and try to get better as you go.

United Airlines Eliminates Bonuses, Angers Employees

Michael Roberto

News reports this morning indicate that United Airlines has announced a significant change to its employee compensation policies. United Airlines President Scott Kirby issued a memo to employees explaining the change. The Points Guy" online travel site obtained a number of employee comments posted over the weekend on tthe airline’s “Flying Together” internal forum (in total, the Points Guy reports that more than 1,700 comments were posted on this forum).

United Airlines Reverses Bonus Policy Decision

Michael Roberto

After a firestorm of criticism, United Airlines has walked back their compensation policy change. Well, that didn't take long. They will not be moving to the lottery system that they had proposed to replace regular quarterly performance bonuses for employees. United President Scott Kirby issued a new memo to all employees.

The Dangers of Legacy Thinking

Daniel Burrus

For example, Delta Airlines’ entire fleet in the United States was temporarily grounded because of computer problems—the second shutdown over a period of six months also shutting down the carrier’s website and mobile apps.

Are You Setting Yourself Up For Failure

Rmukesh Gupta

The Situation : My job entails a lot of travel and that has resulted in me amassing a decent number of miles on an airlines frequent flier program. I have flown atleast three more sectors since the announcement and I am yet to see in-flight entertainment in the airline.

How to Capture Your Strategy in a Single Sentence

Innovation Excellence

Kennedy lexus Southwest AirlinesIf I were to ask you what your company/unit/team strategy is, could you answer in a single sentence? Is that even possible? And even if it is, why would you want to (other than to respond to some smart-aleck strategy facilitator)?

Exciting Innovations at CES 2020


Two in particular, jumped out at us: Parallel Reality from Delta Airlines & MisappliedSciences demonstrated personalized content tailored to individuals’ itineraries, simultaneously, on a single screen; and.

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Change Management and the Structure of Innovation

Innovation Excellence

Innovation change management heirarchy Holacracy Malaysian Airlines Organizational Structure P&G Shimano WalgreensOften innovation is cast in the minds as a pure product related process.

How to Skip Your Biggest Problem (And Still See Results)

Daniel Burrus

In 2015, United Airlines had to ground a number of flights as a result of computer glitches. Big Ideas Innovation Leadership Strategy Anticipatory Organization Anticipatory Organzation Model Business Problems Dan Burrus Daniel Burrus Problem Skipping problem solving United Airlines

Boeing Seeks Fresh Thinking with Open Innovation


An artificial intelligence-based platform to help airline pilots with situational awareness and decision-making

The Sky’s the Limit with Open Innovation


As part of its efforts to innovate and maintain a leading position in its market Singapore Airlines (SIA) is ramping up its open innovation endeavors. Settings its Sights on Being the World’s Leading Digital Airline.

PBTO S2E7: Fusion – How Integrating Brand and Culture Powers the World’s Greatest Companies with Denise Lee Yohn

Rmukesh Gupta

Who is on the show: In this episode, we host Denise Lee Yohn. She is a best selling author, keynote speaker and the leading authority on building great brands and exceptional organizations.

PBTO S2E7: Fusion – How Integrating Brand and Culture Powers the World’s Greatest Companies with Denise Lee Yohn

Rmukesh Gupta

Who is on the show: In this episode, we host Denise Lee Yohn. She is a best selling author, keynote speaker and the leading authority on building great brands and exceptional organizations.

What’s Really Happening with United’s Board?

Adam Hartung

The airline consistently ranks near the bottom in customer satisfaction, and on-time performance. Retired since 2004, is Mr. Bethune really in step with the needs of airline customers today? Orbitz was originally created as the Travelocity and Expedia killer by the major airlines.

Here’s How You Know Your Industry Is About To Be Disrupted

Innovation Excellence

In a variety of industries today, ranging from airlines to healthcare to even buying a coffin for a funeral, a handful of major players dominate, which allows them to raise prices and restrict consumer choice.

An Innovative Complaint: United Breaks Guitars


In 2008, Dave Carroll, a Canadian guitarist and songwriter, flew with United Airlines from Halifax, Nova Scotia to Omaha, Nebraska with a stop at Chicago’s O’Hare airport.

Invent IT: Lufthansa Intrapreneurs Program

Innovation Excellence

Lufthansa Systems, IT services provider in the airline industry with over 300 airline customers, initiated an Intrapreneurs program named Invent IT in 2007-2008. New Business and Innovation manager at Lufthansa Systems, and key executive of the program, Carina Leue-Bensch takes us step by step through this extensive journey, and draws some leassons learned out of this 10 years experience.

United Exec Shares Idea Scoring System, Innovation Challenges

Innovation Leader

Jason Flores of United Airlines shares his scoring system for employee ideas, and talks about the challenges of leveraging new tech

Brands In Memoriam 2012


Here then are my top label farewells for the current calendar year: Continental Airlines : As a result of the merger between United and Continental, the marketing folks did the right thing and picked one brand to make it easier to find your tail logo on the runway.

What are Fidelity, Schlumberger & Others building for Glass?

Innovation Leader

Companies are experimenting with Glass apps for airline check-in personnel, oilfield workers, and assembly line workers. The hoped-for benefits are better service and more productivity

12 Slide Presentations from Big Company Innovation Executives

Innovation Leader

These dozen slide presentations offer insights into innovation strategy at organizations like NASA, Alaska Airlines, Nike, and Clorox. Get them all here

What High-Reliability Organizations Have in Common


How is it possible that we can go years without a commercial airline accident, but the guy at the drive through can’t seem to get your order right? High-reliability organizations (HROs) are those that successfully complete their missions despite massive complexity and high risk.

Have You Taken These 5 Necessary Steps to Increase Your Cybersecurity at Work?


Data breaches at large companies like Facebook and Delta Airlines have brought cybersecurity to the forefront of boardrooms across the world. Major corporations, the healthcare industry, and even the federal government are all monitoring network and digital infrastructures closely. However, many individuals have a hard time grasping how cybersecurity is essential to them.

Virgin just invested in new supersonic jets which travel faster than Concorde

Idea to Value

hours, yet would be cheap enough to run that they would be economically competitive with normal airlines taking more than twice as long. Boom has also reportedly signed a $2 billion (£1.4bn) deal with an unnamed London airline to help it develop its own planes. times faster than any other airliners, up to speeds of 1,451mph (Mach 2.2). Virgin will partner with Boom to buy 10 of its new supersonic aircraft, with ticket prices about the same as current business class.

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Cutting Complexity with Lisa Bodell of Futurethink


In this episode, Lisa and Mark reconvene to share more essential tools for leaders and teams to simplify their work environment from her second book, Why Simple Wins , they explore insights into how companies like SAP, Southwest Airlines and Syngenta are putting simplification principles into action.

When Software Can’t Change the Laws of Physics (or Leadership)


And certainly, proactively notifying airlines and pilots that new training was required should have been a no-brainer. Boeing, FAA, airlines, …) In your business, with your products or services, what are you assuming will ‘fix the problem’? Boeing 737 Max in production.

Comment on Turning Failure into Success by marvidigile

Stephen Shapiro

Your observation is correct especially with the United Airlines fiasco, most companies learned their lesson pretty well. Customer experience is now the new marketing and social media is a very accessible channel. Customers today know what they want and they’re not afraid to vent their dissatisfaction over Facebook and Twitter. Most organisations also built their own alerts whenever someone mentions them online.

Basic or Luxury? Getting Your Value Proposition Right – Business Model Inspiration #4


Get inspired by Jumeirah’s or Singapore Airlines’ luxurious solutions, and decide for yourself. Singapore Airlines. Research shows that serial entrepreneurs develop business models more successfully than others by building on proven strategies.