That saddest thing about large companies is that they’ve stopped believing that they’re employees are competent decision makers.
I just got off from a sucky experience with Expedia and Virgin America. There was a booking mistake that I made, but instead of 24 hours later, I found out 48 hours later.
Now this was my mistake, so you can imagine what a day they could have made for me if they were accommodating.
I’ve flown over 100,000 miles in the last 2 years, and it was my first time trying Virgin.
If the person on the other end of the call had any authority, they would have made the right decision, instead they seem like any other airline to me now, just a bit more flashy.
It makes sense how a startup can win. Every employee can make decisions, and they right ones compound quickly.