late flights and cancellations generated 1000 complaints a day

late flights and cancellations generated 1000 complaints a day. Continental light could not afford to compete on price and still pay standard travel, agent commissions, but neither could they do it without agent support full service business

— from Decisions & Choices (Decision/Choice/Focus/Forethought/Consequences) · Strategy- Harvard Business Review

Also belongs to

• Failure & Resilience (Challenge/Failure/Perseverance/Accountability/Flexibility/Resilience)

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