This paper is an analysis of two eras that had different technologies and how their services differed. There will be the analysis of why the incidents in 2002 and 1995 happened even though they were in ages of different technological advancements. This paper will try to explain why the events unfolded as they did.

In 1995 when the professor was flying from Milan to London so that he could connect a flight to New York, bad weather had fallen upon them making them delay their landing. This meant that he was bound to miss his flight if nothing was done about it. he talked with the cabin crew and the pilot telephoned the place they were landing to prepare a car for them to take the professor and another passenger going to New York. They made it on time. This occurred because there was good communication between the various units that made up the airline. This was in an age where technology was not very advanced to categorize passengers according to their characteristics/ however, they used the available communication channels efficiently and gave out superb services to their passengers. The good rapport that existed between the various employees of the airline and the communication from one agent to another ensured that the passengers who had prompt flights were taken care of and even their flights delayed a bit as they also flew in late. This was great service that made the professor become a devoted customer to this service for many years.

In 2002, a glitch in the screening machines, made him late for his flight. They had to be rescreened. However, this did not worry him as in 2002; this was the technological efficiency and network age. He assumed that they would identify him in their systems as a loyal customer line. Those whose flights were interconnected and they would reserve his seat and wait for him to board. However, it is apparent that there was poor communication between the various agents of the airline, those who were screening passengers would have notified the other agents who were in charge of passengers boarding the plane about the apparent delay so that they could have made arrangements for passengers like the professor. Their systems could not pick out the passengers who had been flying with them for years and accorded them the special services they required. This was a failure on the part of the airline. They also left earlier than expected meaning that they did not consider all their passengers in their arrangements. Even though they were in an age of knowing a lot about their clients, they had very poor customer services. As compared to 1995, the 2002 scenario was a failure in all aspects.

The approach of Atlanta-based airlines is quite different from the London-based airline due to the way they approach unexpected occurrences. This is becauses the Atlanta-based airline has a good strategy plan, empowered workforce, efficient information system and excellent management control. For instance, the management of the Atlanta-based airline had noticed that there were passengers bonding the plane who had tight schedules, so they delayed the departure for only fifteen minutes and later departed as scheduled, unlike London-based where passengers are delayed for many houses without apparent reason. The other difference is that the workforce of Atlanta is empowered, for instance, the cabin attendant served Professor McPherson with his favorite meal and wine. The attendant also spoke with confidence because he was so proud of the services they are offering their clients. The operation strategy of the Atlanta-based airline is also excellent. They consider different needs of their clients, for instance, strict connections schedules and they connect to them.