The global airline industry, facing significant changes and discontinuity is prompted and forced to deal with a "new normal." Who would have imagined a few years ago that:- a significant percentage of consumers in the US now prefer to fly low-cost airlines instead of full-service airlines...

1. Outlining the chaos, evolving strategies, and the new normal -- 2. Learning from other struggles : the auto industry -- 3. Learning from other successes : the customer experience industry -- 4. Innovating around airline realities -- 5. Firing on all cylinders to stay ahead -- 6. Viewing the...