It can take just one unsatisfactory experience to change the perception of an overall reliable and safe product. Passengers nowadays expect seamless mobility; however, mobility is a highly competitive business. Passengers travelled 489 million kilometres by rail in 2017 and traffic volumes have been increasing at a 1.6 per cent average growth rate over the last decade. Passenger rail transport in Europe has been growing its market share for the last decade. Financial Aid Rating Digital queue management solutions can send passengers real-time updates about their waiting times and the current number in the queue. With ticket-dispensing machines, travelers can buy and collect tickets without visiting airport counters. The advanced terminals enable travelers to print boarding passes and tag baggage without additional assistance from airline staff. Modern technologies enable smart time use and reduce crowding in airport zones. For instance, self-service options and online check-ins can minimize the crowding near airport counters and streamline the process. It has evolved into history’s most practical mode of transportation. Flying used to be a luxurious experience, but with the emergence of Low-Cost Carriers (LCC), the glamour has disappeared. When variability occurs regularly, the time series identifies it as having a seasonal component. Under the project, studies will be undertaken by to identify gaps and outline best practices for the safety, energy efficiency, and decarbonisation of domestic passenger ships in the Philippines. The year-long US$354,250 project is funded by the World Bank Group (WBG), the International Finance Corporation (IFC) and the Integrated Technical Cooperation Programme (ITCP) of the International Maritime Organisation (IMO). This experience became a compelling factor in my determination to return to WMU as a doctoral student. MEM is also a WMU Research Priority Area (RPA) that examines issues raised in respect to energy management to reduce air pollution and generate and sustainably consume energy. These invaders can quickly grow in lakes, pushing out native species, hurting fish habitat, and sometimes even making the area unusable to people, lowering property values. Michiganders love to play on the water during the summer time. Knowledge of Van Buren County service area a plus. It took quite a few years until a reliable source of information regarding customer feedback could be established .I am going to react by posting this comment and from now on, buying snacks and water at the airport and bringing it on board.• It also detects structural changes, allowing for estimating the variable effect of exogenous shocks over time without adding more parameters.Besides flight cancellations, which are often one of the most common problems that travelers experience, other issues could manifest as anomalies in the plot.The escalation in traveler frustrations related to irregularities aligns with the overall surge in flight delays during the past few years.Economic events have a significant impact on passenger demand.Airlines are partnering with startups and utilizing cutting-edge technologies like blockchain to provide better service. On service failure and disruptions, Song et al. (2020) suggested that flight delays negatively affect passengers' sentiments. Lacic et al. (2016) tried to understand which satisfaction dimensions influence airline passengers the most and the extent to which satisfaction can be predicted. The question that remains is what dimensions influence satisfaction on airline passengers. Conversely, Economy Class passengers gave more importance to airport prices, waiting times, luggage checking, and delays. Zeithaml (1988) also mentions that even passengers from the same airlines might form different expectations. They insulted me with £100 e-voucher off my next flight WITH THEM to be used within the next year. The business class seating layout is just not functional or comfortable. Has it become so clear to you that the customer be damned and all that is in it for you is money? This page has been viewed 3604 times. Nice little coffee shop hidden down a back street, quiet and very comfortable with air conditioning. Cats were scarce, all the downstairs tables of four were taken up by individuals working, so I went upstairs. The study modelled existing bias of travellers and quality attributes as antecedents of bus service's perceived value for money (VfM) and satisfaction from level of service (LoS) and mode choice (car vs. bus) as the ultimate consequence. Setup floor-mounted Kiosks or hand it over to the passengers after payment to rate the quality of the food, value for money, cleanliness and more at the food courts and restaurants at the airport. Setup Kiosks, iPad & Android Tablets near transfer areas or gates to collect feedback from passengers about the ease of finding their gates, assistance from the staff and other facilities at the airport. I had a connecting flight booked from LHR to Vancouver the following day, so it was imperative that I got to London. My flight with BA from Gibraltar to LHR was cancelled several hours prior to departure. I've paid 2018 prices for a 20 year old service. Decarbonization Roadmap for the Domestic Fleet of the Republic of Korea British Airways started operating aircraft with Wi-Fi in February, but none of my three flights had Wi-Fi. If you don’t have an airline credit card or frequent flier status to waive baggage fees, look for discounts when checking in online. Power recommends using an airline’s mobile application to check in, select seats and receive an electronic boarding pass. Some 37% of passengers who pay for bags agree that the fees are reasonable, compared to 28% last year and 18% in 2011. Get hold of the airport and use data comparative reports for comparing ratings across all facilities at the airport and satisfaction among the passengers. Elevate your passengers’ experience by capturing their feedback in a real-time environment and addressing their issues immediately for an ultimate customer satisfaction experience. Also, the only study which assessed the prevalence of PTSD symptoms18 revealed that 37% experienced clinically relevant symptoms of at least one of the PTSD domains; this is higher than estimates of PTSD in seafarers after maritime piracy.32 Further research on the prevalence of mental ill‐health in seafarers during the pandemic is needed, in particular research that compares rates of mental health symptoms to pre‐COVID‐19 rates. Two businessmen at airport checkin desk leaving on business trip. Young women giving passport and ticket back to businessman at airport check in. Little girl using tablet pc with parents at airport while waiting for their flight Finally, the reviewed articles neglected to measure the functional impacts of mental health problems on work performance, spare time or relationships. The regularity of these surveys (several times a year before and during COVID-19) increases the representativeness of the results and allows the identification of trends.57,59 However, ad hoc questionnaires fail to include well-establish instruments assessing mental health. HappyFares, like most other travel booking websites, has specific policies in place for cancellations and refunds.By utilising insights from various research studies, we know what customers want to experience.Predictive analytics allow airlines to use data to forecast customer demand and behavior, enabling them to better anticipate and serve their needs.Operating since 2000 with the goal of “bringing humanity back to air travel,” JetBlue has won quite a few awards, including a number in the customer satisfaction realm.Against expectations, I managed to place third in my backstroke category, even though it was my first time participating in competitive swimming.Seats are cramped and uncomfortable - while the spacing would be ok for a domestic flight under 3 hours, it was miserable.Airline companies are leveraging data and analytics to gain a competitive edge in the market. And, according to Disability Sport (UK), while around 11 million people in the UK have a disability, less than 8% of them require the use of a wheelchair. It can be fun and creates ready-made cross functional teams of customer supporters. – get your team together and jot down the typical interactions a customer has with you over the life of your relationship with them. Keep it focused on understanding their experiences, not auditing your process maps. Be realistic about the scope – your customers’ journeys rarely begin at their first contact with you and most likely will continue well after their last. The only differences are that LCC passengers mention negative experiences with Customer_Service and Check-In. In contrast, FSC passengers have mixed experiences but mostly positive ones. In this dataset, 15.45% are positive reviews, 17.81% are neutral, and 66.75% are negative. This indicates that the Semantria algorithm accurately identifies sentiment since the results align with the rating classification system created by the passengers. “And if we can make them forget about the baggage fees, seat selection charges, and the cost of breathing our air with a group sing-along, that’s a win-win.” Another passenger, Mona Lisa, claimed her enigmatic smile caused an error in the system, resulting in a three-hour delay. While some travelers appreciate the efforts to keep the skies friendly, others are less than thrilled. Least-cost processes and inflexible policies are then built rather than experiences. If it’s down a dead-end route, so be it but without that culture they will have no foundation upon which to differentiate their experience or operations. It will move Ryanair from, in his words, being the baddest to the biggest and best. The relevant literature review indicates that most previous studies have proposed a monotonous relationship between service quality and service satisfaction. However, airline services are not physically complex compared with high-tech products, but they embody an intricate synthesis of intangible services (Liou, Hsu, Yeh, & Lin, 2011). Price has been regarded as the primary competitive advantage that can motivate consumers' choices of airline services. With expansion of the aviation market and advances in technology, the airline industry is currently more competitive than it has ever been (Spicer, 2018). Lousy app & issues. Does Nikon even read these??? Travel bias negatively influences perceived quality attributes, subsequently impacting satisfaction and mode selection between bus and car. Various variables such as service quality, environmental impact, attitude, and behavior intention were analyzed and tested using structural equation model (SEM). In this endeavour, the research exploited knowledge of perceptions to suggest quality attributes that are necessary to improve public transport ridership and consequently the modal share of public transport in Malaysia. ‘bus fares’, ‘travel comfort’, ‘bus staff behaviour’ and ‘bus user security’ were found low to average. Alternate hypothesis were rejected as bus users and operators reveal significant perception differences on quality attributes–‘bus fares’, ‘travel comfort’ and ‘bus staff behaviour’. In the follow-up research, more attention should be paid to the improvement of this model and the integration of passenger satisfaction of different modes on urban public transportation system, so as to make a better overall evaluation on urban multimode public transportation system. AHP- EWM-FCE model is feasible in passenger satisfaction evaluation on multimodal public transportation system in Ningbo, which has certain application value. The research results show that the AHP- EWM model is one of the quantitative methods about index on passenger satisfaction of urban multimode public transportation system. Happy Airport Passengers Images, Pictures And Stock Photos The opposite also happens, confirming the findings of Xu et al. (2019), which mentioned that positive emotions increase satisfaction and negative emotions decrease satisfaction. Review rating and sentiment polarity distribution, pre-COVID-19 period. In addition, other relevant information regarding each review was analyzed. Since we are predicting whether a review will be positive or negative, this consists of a binary classification problem. To perform the algorithm, first, we created a new binary variable named ‘Review Sentiment’, dependent on an existing variable called ‘Rating’ (see Table 3), following the below criteria. The negative sentiment in Seating might be explained due to some airlines occupying the middle seats with passengers, disregarding the guidelines of social distancing (Nytimes, 2020). Unlike the previous dataset, most neutral reviews appear to have a rating of 1, further emphasizing the overall negative attitude toward the airline industry. This means that more than half of the reviews on Skytrax from January 2016 to December 2019 are most likely complaints or dissatisfaction with the airline's service. In turn, Rita et al., 2022a, Rita et al., 2022b aimed to understand how airline companies managed the impact of COVID-19 and handled issues such as cancellations and customer satisfaction using Skytrax reviews. For instance, Song et al. (2020) used Skytrax online reviews to understand passengers' satisfaction and emotion regarding flight delays. Their business far gives you nothing and then you add $150 for a bag that was 4lbs overweight made it more expensive than flying first class with a pr...With the maritime transport landscape continuously evolving, the implementation of the ‘Study on the Safety and Energy Efficiency of Domestic Passenger Ships in the Philippines’ is timely and relevant.” Engr.• The study takes into account the recent pandemic covid-19 impact.With JetBlue’s Mint Experience, customers are allowed 2 checked bags, but will not earn additional bonus points over the standard 3 per dollar spent booking online.Complete the new challenge by fully satisfying all passenger demands on a map with the “Happy Passengers” feature turned on.However, despite the financial stress that airlines worldwide are going through, they are obligated to refund the passenger.The hospitality and tourism literature generally focuses on linear, symmetrical effects when examining relationships between quality attributes and satisfaction (Lee, Choi, & Chiang, 2017).Of the final 52 full studies, one record could not be retrieved, and 4 were systematic reviews.SARIMA began by analyzing the time series and identifying the control parameters. Why airlines should study the cruise industry’s comeback Burial was in Genessee Prairie Cemetery. A funeral service was held that afternoon. Organizers said attendees are encouraged to bring lawn chairs, wagons, or other seating to the evening events. Not wanting to forgo the human touch, this partnership breeds familiarity with the traveller by featuring cocktails made by top New York bartenders like Jillian Vose of Dead Rabbit, Evan Hawkins of Broken Shaker and Liana Oster of Dante. I gave up on flying the profitable long haul after my March flight this year from Boston. BA has been skimping on its profitable customers for years. One flight attendant hit me with his cabin scooter and did not even excused himself whereas another one was extremely kind in helping me with some issues at my seat. Inbound flight to PHL via LHR in Coach and World Traveller Plus was quite ok. Check this breakdown and terms most repeatedly seen in customer reviews around customer service. Staff helpfulness is also crucial when flights are canceled or delayed, as passengers need assistance navigating changes to their travel plans. And that's, I think, just the kind of the broader environment of airline travel for most people is a stressful experience from security to boarding. “The Philippines is privileged to have been selected as a beneficiary of this study. Happy young African American woman passenger using smart mobile phone in the platform of a railway train station. Happy family sitting on the train for travel. International Maritime Organization (IMO) 4 Albert Embankment, London SE1 7SR, United Kingdom The Lloyd's Register Foundation (LRF) is providing financial support, through the World Maritime University (WMU), towards an IMO-International Maritime Law Institute (IMLI)- WMU partnership on enhancement of domestic ferry safety. The safety briefing is created to be shown in ferry terminals and passenger ships. See the Domestic Ferry Safety informative video (2021), providing information on the importance of safety standards on domestic passenger ferries, created with collaboration between IMO and the Royal Thai Government. Instead of just upgrading the people (business was only half full) they tried to find some people for using the next flight. On this flight service standards have lifted materially. This flight was a pleasant change from those I have experienced with British Airways in the last couple of years. Staff like bouncers with no customer service skills. British airways provided us with excellent service. British Airways is among the airlines who have created senior leadership roles specifically to push forward on the sustainability agenda. And while government support is needed to stimulate greater production of Sustainable Aviation Fuel, some airlines like United are saying ‘hold my beer’; they are not waiting for the wheels of bureaucracy to turn. There is more talk – and, in fairness, action – around integrating with other sustainable transport systems to help get people to and from the airport. Other airlines are investing in the upstream production of Sustainable Aviation Fuels rather than wait for oil companies to be given government incentives. The African study emphasizes the link between aviation demand and economic development in six African countries . This study’s scope is limited to 45 cities in developed countries. Different predictor variables for forecasting passenger throughput Even though the study’s findings show that GDP is a primary driver of aviation demand, Zhang et al. investigated the genuine market demand in the Chinese market. The last two years have seen big steps forward in the airline passenger experience. Not least, airports and their partners will see more passengers, lower costs and stronger revenue. Some airports and airlines are really helpful and keep us together but now we know the ones to avoid. And it’s consistent with many airport’s brand promises – genuine or not – to ‘put passengers at the heart of what they do’. Collaborations between airlines and airports have reduced stress and anxiety. Happy family of three at airport standing with luggage and pointing up at copy space, parents and Happy family at airport standing with luggage and pointing at copy space. Happy teenage girls showing thumbs up at airport. Portrait of happy young family of three with daughter having fun at airport, little girl sitting on Portrait of happy young family of three having fun at airport. The data’s stationarity must be checked before statistical modeling because statistical variables such as mean, variance, and autocorrelation should not change over time. Time series forecasting aims to forecast how data will change—simple time series forecasting methods to predict the future based on a single historical event. Data observed at regular intervals, such as monthly, yearly, quarterly, hourly, and so on, is called time-series data. The disadvantage is that airports must be classified as hubs based on market conditions. "worst airline I've ever experienced" The developer, Nikon Corporation, indicated that the app’s privacy practices may include handling of data as described below. Save time finding and organizing research with Mendeley All rights are reserved, including those for text and data mining, AI training, and similar technologies. Wi-Fi is already such a vital part of our daily lives that passengers believe it is fundamental for flights to have it. This shows that cleanliness increases a traveller’s confidence in an airline. Self-service bag drops give passengers control and enables a more efficient and streamlined check-in process. Data can provide airlines with detailed customer profiles, allowing them to understand their customers’ needs better and tailor their services accordingly.While these words contribute to the overall sentiment of the Tweet, words such as "is" and "the" do not affect the over sentiment.Follow-up communication and feedback handling are also important to measure the flight's success and see if the customers are satisfied with their journey.The focus is on how global citizenship perceptions, work-related values, service-oriented attitudes, competencies, and career self-concepts interplay among emerging service professionals.He emphasizes the importance of coming out of the cockpit to address passengers directly, as it creates a level of honesty and authenticity that is hard to achieve over an intercom.When it's really important to me, I just buy (or redeem miles for) a seat in the business-class cabin.A well-connected and well-structured transportation system has an impact on travelers. This study examines recently published aviation demand studies and evaluates them in terms of the various forecasting techniques used, as well as the advantages and disadvantages of each. The design of commercial aviation networks heavily relies on reliable travel demand predictions. Get exclusive access to the latest rail industry insights from Global Railway Review — all tailored to your interests. He gained first‑hand experience in diplomacy as a trainee at the cabinet of the former President of the European Council, Herman Van Rompuy. For Orgalime, the European Engineering Industries Association, Ulrich was an Adviser on infrastructure policies, including smart cities and intelligent transport systems. The Customer Service Excellence Awards ceremony is hosted annually by the Hong Kong Association for Customer Service Excellence (HKACE) with the aim of promoting quality customer service among its member companies. Now, Endless Mode is also about ensuring passenger satisfaction, in addition to handling contracts and network expansion. This attitude to passengers leaves many people to comment they're 'a funny bunch, aren't they'? Now that the airline is part of the Star Alliance, it's become even more of a bridge around the globe. Faced with this hassle, it's not surprising many passengers decided not to bother.Turkish Airlines Business Class lounge There may be better acronyms than PID (People who Interact Differently) but the point is that changing from PRM to something like PID is a small mindset shift that will bring big lasting business advantages. Cineworld and ToysRUs for example have well-established autism-friendly experiences where sensory stimuli are kept to a minimum and expectations are well-managed. Outside the aviation sector there are many organisations responding to the specific needs of people with mental health challenges. International tourists that travel on low-cost airlines significantly contribute to the economy. According to the findings of this study, airline passenger capacity is steadily growing. Most airline passengers want to arrive at their destination as soon as possible and for the least amount of money possible. Most passengers thought that paying low fares for no-frills air travel was a good deal. It reported good levels of passenger satisfaction among those with a disability or reduced mobility. For people who find it difficult to navigate an airport’s infrastructure there is no doubt things are getting easier. It will help them acknowledge that while this segment is given a three-letter acronym, that only describes their limitations in an airport; they remain a whole person with a real life. Additionally, information collected using questionnaires is often inaccurate and inconsistent because people do not enjoy filling out forms or do not have the patience to take the surveys seriously. However, Rane and Kumar (2018) mention that these tend to be very time-consuming and often involve substantial human resources that come at a cost in analyzing them. Air travel began to drop throughout the globe by mid-March 2020 (Iacus et al., 2020), with seat availability dropping as much as 90% in April compared to the same period the year before (Suau-Sanchez et al., 2020) dramatically. The impact can be explained due to the strict travel restrictions imposed by several countries to diminish the spread of the virus (Monmousseau et al., 2020). The sudden outbreak caused by the novel coronavirus has brought unprecedented challenges to many industries, severely impacting the commercial aviation industry (Monmousseau et al., 2020). These results mean that cost-conscious passengers are only interested in getting from point A to point B (Lucini et al., 2020). By the number of mentions, these types of passengers also give importance to Cost, specifically Baggage_Cost (luggage fees, for example) and Food_and_Drink-Cost. Economy class and Premium Economy passengers demonstrate mostly positive polarity towards Cabin_Crew-Attitude and Staff-Helpfulness, which aligns with Sezgen et al. (2019). Seating, Food_and_Drink, Baggage, and Booking are important factors influencing passenger satisfaction since these are the most mentioned. The airline's signature "Service Straight from the Heart" was well recognised at the awards, reflecting the commitment to quality services and products that led it being named "World's Best Airline" in last year's Skytrax World Airline Awards. Even in the air you get the impression that passengers get in the way of them, well, not doing much. The planes are often straight out of the factory, and offer a distinctly new generation service in all three (once, four) cabins, with Turkish Airlines Premium Economy reviews particularly favourable. Although linear, symmetric effects remain critical to understanding relationships, disregarding the asymmetrical effects of quality attributes on satisfaction limits insight into attributes that are more sensitive to satisfaction or dissatisfaction. The hospitality and tourism literature generally focuses on linear, symmetrical effects when examining relationships between quality attributes and satisfaction (Lee, Choi, & Chiang, 2017). In the hospitality and tourism literature (Han & Sean Hyun, 2017; Ryu, Lee, and Kim, 2012), the concepts of service encounter, physical environment, and F&B are instrumental in understanding service performance. Ground service attributes refer to reservation, ticketing, check-in, baggage delivery, and complaint handling services (Chen & Chang, 2005; Park, 2007). Functional quality indicates the expressive performance of a service and focuses on the service process itself. The in-person staff (flight attendants, check-in staff, etc.) are quite nice actually… I’ve never had a bad experience.Nevertheless, there are passenger habits that do annoy cabin crew members, and there are some that they greatly appreciate.Despondent and alone, Jim is given a life line when another passenger – Aurora Lane (Jennifer Lawrence) also wakes up.More than 80% of Filipinos travel by ferries and passenger shipping has become one of the most important transport modes.The overfitting problem occurs in neural network models when the dataset is small.This study was funded by the National Institute for Health and Care Research Health Protection Research Unit (NIHR HPRU) in Emergency Preparedness and Response, a partnership between the UK Health Security Agency, King's College London and the University of East Anglia.However, there is a noticeable surge of mentions in Customer_service-refunds and In_flight-Cabin-Cleanliness in Economy Class and Business Class passengers.However, it’s important to note that this policy is only available for select airlines and fare types, and may come with an additional fee. Interestingly, the study draws a direct correlation between passenger satisfaction and spending habits. Power, emphasizes that the remarkable improvements seen in the 2023 study stem from major capital investments made by airports in recent years. For customer satisfaction in the first and business segment, Delta received a score of 743 out of 1,000 and JetBlue Airways (736) ranked second. Passenger demands will appear randomly every hour, each with a unique starting time, making the gameplay more diverse and challenging. Each piece takes you on a journey, flowing and evolving as you travel through icy climates and flower fields, past grand mountains and back home again. Chris Pratt and Jennifer Lawrence have electric chemistry and the pair are amazing to watch on screen. These situations are causing passengers to go on social media to complain (Dada et al., 2021).Young caucasian business woman walking on the train platform.F&B and in-flight entertainment of airline service attributes as well as domestic flight and economy class as types of airline products are determinant factors with negative effects.Personalized travel is the new buzzword in the airline industry.The Haworth College of Business is among an elite group of fewer than 5% of business schools worldwide that are accredited at both the undergraduate and graduate levels by the Association to Advance Collegiate Schools of Business (AACSB) International.If you’ve any question on the post or on customer experience in general, please feel free to get in touch.A friendly recommendation or a well-timed suggestion can make a passenger more likely to purchase something.Of College of Education and Human Development undergraduates participated in experience-driven learning Amenities such as Wi-Fi, in-flight entertainment systems, even blankets and pillows that offer additional comfort and relaxation to passengers can all contribute to this goal. Providing travellers with a range of healthy and inclusive meal selections may not only help their physical well-being but can also enhance overall mood and satisfaction. That may not be always the case, but airlines have the opportunity to enhance comfort onboard through their food, drinks, amenities, and cabin components. In this article, we will dig deeper into the reasons behind the stresses of travel and explore possible passenger experience enhancement strategies to combat this problem. One of the most convenient ways to reach faraway destinations is still through airline travel. These are all efforts to make airports a destination in their own right and transition from a building you have to go and wait inside before you catch your flight, to providing memorable and engaging experiences.The improvement in accessibility provided by modern airport infrastructure and the establishment of direct airline connections may attract tourists to a destination .As it turns out, they play a significant role in shaping your overall flight experience – from ensuring your comfort to managing onboard sales.It’s a testimonial of how a brand wishes to be perceived, and the effort they are willing to put in to enhance the experience.”These variables drive aviation along with a Machine learning-based framework for passenger demand foresting.The airline industry has become a place where fierce competition is the norm.Multiethnic traveler couple, backpacker tourist, or college student using generic local map navigation together at train station platform.Reverse qualities, as the name indicates, generate dissatisfaction if they are presented and prompt satisfaction if they are unavailable (Kano, 1984).The Princeton Review asked students at the business schools on its list about their school's academics, student body and campus life, as well as about themselves and their career plans.In the airline realm, there have already been studies looking into this direction. It appears there's no clear consensus among consumers about these aspects.However, people seem to agree that the price and the customer service are not satisfactory. Most reviewers were unhappy with their experience overall. Based on reviews, created with AI Student Services wants to answer your questions Even half an hour with a couple of colleagues on Zoom, a notepad and a healthy dose of imagination is better than nothing. But, if there’s any way your attention can turn to your customers, if you do nothing else in the name of Customer Experience give journey mapping a go and see where it takes you. A group of colleagues coming together to share their views and ideas, learn more about their own business and going on to be active supporters of what you’re doing. A very visible, tangible demonstration of how an organisation is edging towards its customer-led goals. Some old chestnuts that cause niggles and frustration may still rear their head from time to time. Many comments online, as visible to the leadership team as to you and me, say the way they are being treated means they will never fly with that airline again. It might be a genuine survival strategy but the way passengers are being treated, it feels more like opportunistic cash-flow management. Is it worth risking years of brand-building and the loss of passengers just when they’re needed the most? Not least, for its employees and passengers but, as a result, for the planet, the balance sheet and investors too. It became clear that she now had been appraised of my problem by the Thai duty manager because she expressed her concern, asking me to call for assistance at any time during the flight. The wheels finally touched down at Bangkok airport and we all disembarked. Sleep on was not possible (for me anyway) so I passed the time reading and playing Solitaire on my mini tablet...interrupted occasionally by glancing at the TV screen to monitor the aircraft's progress.