Why would they care when a lot don't actually work for the airline directly.
What is the % of casual labour at the airline?
What are the actual causes of delays and cancellations currently for the airline?
How would external consultants who may or may not run an airline help with on time performance?
Boston was called in to help overhaul the customer experience...
Did they ask the passengers who are not top tier frequentflyers?
Did they ask their coal face employees?
