Last year I did a simulation study of airport operations. We all have personal stories to share about poor service, but anyone would be shocked at the total number of inefficiencies. For example, there is no decent communication system to coordinate ground operations and so many different businesses and unions service the airplane, that it is almost impossible to have any coordination at all.
The solution seemed to be to revamp the entire airport infrastructure, but because there is no single unit of control, it is almost impossible to change anything. Most airports are run by a port authority and government often has no incentive to make improvements. Here is one area where improvements could be made that would result in great cost savings that could also help the airline's bottom line.
Arena?
"The solution seemed to be to revamp the entire airport infrastructure".
Maybe I'm missing something here. When I fly Southwest, very little problems. If there is a problem, they fix it.
When I have flown Delta numerous times, and there are problems,...crickets.
Have you ever noticed that when you walk directly off some flights, there is no monitor to tell you where to go? Also, I had a recent incident where there was no one monitoring the information booth at DFW. So instead, a frequent flyer jumped up at the lectern and manned the booth and she gave out excellent information. I bet she helped 20-30 people and none of them had a clue she wasn't an employee. We both laughed about that.