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Fortune Reversal

Reading this news story reminded me of a conversation with an airlines client in the depths of the pandemic. They were bracing for the worst. The exec I was speaking to at the time was crystal clear they had no budget for anything except keeping the lights on. I asked her what about preparing for when this all over and people want to travel more than ever because they are so sick and tired of being stuck at home. She said there was no appetite for such things - no one knew how long this phase would last and if they would even make it. 

The retailers conversely were having the best results - people were spending money on stuff they could use while being stuck at home. There were stories of DIY suppliers going gangbusters. No surprise that the tide has turned exactly as it should logically. The fortunes of the different companies has reversed. I have to say the flying experience has become much worse than it used to be pre-pandemic and customer experience has been discarded as a concept It probably does not need to apply in the minds of the powers that be when business is this good. 

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