14-Oct-2021 1:20 AM

IESE Business School professor: Airlines cannot live up to COVID-19 affected service expectations

IESE Business School professor and former British Airways chairman & CEO Alex Cruz, speaking at CAPA Live from Puerto Rico October 2021, stated (13-Oct-2021) the COVID-19 pandemic has increased consumer expectations of service providers and consequently the expectation of service from airlines which they "simply cannot live up to". Mr Cruz also said he has "felt the threat" of large technology and online retail corporations "playing around" with industry information, stating: "Let's not underestimate the tremendous amount of intellect that is within the airline industry – because we have survived for quite a long time – but there's a big task at hand at the moment, there's no doubt about it".

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