How Much "I'm Sorry" Can Actually Mean

There's been a lot of negative shit (and that's just a small taste) on the airline industry in the press recently-- and most of it deservedly so. To be honest, a good experience on a flight is something I consider a luxury these days. If it's on time, the flight attendants don't give me attitude for asking for that second beer, and my luggage gets where it needs to go, I'm ok.

But today I realized maybe I do care. Flying out of Minneapolis on NWA, our plane was delayed for an hour or so- not terrible by airline standards- but still a pain. The pilot took the time to get on the intercom multiple times to give us updates and apologize for the delay.

That in itself wasn't surprising- in fact I'd be pissed if he didn't- but what I did appreciate is that fact that he was standing at the door of the plane as we exited, personally apologizing for the delay rather than delegating the task to the flight crew.

It illustrated for me yet again a point that companies so often ignore- getting their own people on board with the company brand/mission. Maybe I'm giving him too much credit, but the fact that the pilot came out and took the time to apologize raised my views of the airline in general. Having people who stand up and admit when they've messed up, personally extending their apologies to me, was a nice surprise from an industry I didn't expect it from. And seeing an employee who believes his company/brand should be better than that was refreshing.

Now the question is, will I get a similar experience on the way back to uphold my newly found positive sentiment for the company, or will it be shot down? We'll find out soon enough...