He holds a Doctorate in Marketing and Statistics from Oklahoma State University, a Master of Business Administration Degree from Wichita State University, and a Master of Public Health Degree from the University of Oklahoma. Headley’s research interests include methodology development for measurement of service quality, the connection between service quality and consumer behavior, consumer choice processes in service settings, and the effects of marketing activities on consumers and providers of services.UNLESS YOU’VE BEEN living in a hole over the past couple of weeks, you’ve seen or heard (and maybe, like me, grown very tired of) the story about the passenger being forcibly removed from an overbooked United Express regional jet in Chicago.The accompanying video is a little disturbing to watch. Not all flights are routinely overbooked, and for those that are, it’s done in accordance with tracked data that predicts how many people with reservations are actually going to show up.This might sound like it’s coming from left field, but what I’m sensing here — what lies at the root of this unfortunate episode — was a lack of a better solution. Once in a while, for any number of reasons, those predictions are off, and there are more passengers than seats.She was in tears and after much coaxing by cabin crew, she then returned the cockpit.
Workers are deterred from thinking creatively exactly when they need to.
What this required, though, was exactly the thing that airlines seem to be so afraid of: some on-the-spot resourcefulness.
(Really this is problem across all of commercial aviation, not just within the airlines.
Lives of around 340 people flying from London to Mumbai on New Year day were put in peril as pilots fought each other and one leaving the cockpit.
The incident took place on the Jet Airways flight and the airline has de-rostered both the pilots.