A Surprisingly Simple Competitive Advantage

My flight landed in Norfolk, Va., 45 minutes late. On that bright and sunny day, I’m told by the airline it was “Due to a delay from the inbound aircraft.” Oh thanks, that made me feel much better.

Anyway, I had a car service scheduled to meet me at baggage claim. They knew I was coming, could easily track my inbound aircraft, and yet … they don’t bother to show up for 20 minutes. Next, I’m scolded for having the nerve to even ask why they’re running late.

The next day, on a flight from Atlan...