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Why Waiting Is Torture

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SOME years ago, executives at a Houston airport faced a troubling customer-relations issue. Passengers were lodging an inordinate number of complaints about the long waits at baggage claim. In response, the executives increased the number of baggage handlers working that shift. The plan worked: the average wait fell to eight minutes, well within industry benchmarks. But the complaints persisted. ( Mais...

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preacher1 3
What they gonna do about "###,you are # 17 in line for takeoff, follow ### blah blah blah.
Andy Tyler 3
build more runways
Pat McKinzie 3
No didn't you read the article? THey just need longer taxiways. :>)
Longer taxiways means the bags take longer to get to the carousel, too :-P
preacher1 2
Oh that's right, and then next gen will get us all out
John Rivard 1
Whoever did this study apparently only looked at terminals A & B. The wait for terminal C luggage is generally 30 to 45 minutes and that is after walking from terminal E which takes 10 to 15 minutes.


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