American Airlines has introduced the Boeing 737 Max into its fleet….apparently to maximize revenue by installing more seats and tiny lavatories.
Certainly American Airlines and Boeing can be criticized for poor design (and adding aerators to the tiny sink faucet doesn’t solve the larger problem).
The fundamental issue is that when the CEO was asked if he was ever on the MAX. His response:
Doug Parker: “I have not been on the MAX.”
Being out of touch with your product….service….customer is simply poor management and even greater….a lack of leadership.