(Of course, this post isn’t actually about airports).
I realized that I don’t dislike flying--I dislike airports. There are so many things we can learn from what they do wrong:
No one is in charge. The airport doesn’t appear to have a CEO, and if it does, you never see her, hear about her or interact with her in any way. When the person at the top doesn’t care, it filters down. Problems persist because organizations defend their turf instead of embrace the problem. The TSA blames the facilities people, who blame someone else, and around and around. Only when the user’s problem is the driver of behavior (as opposed to maintaining power or the status quo) things change.
To read the original article: Seth's Blog: Eleven things organizations can learn from airports
