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product experience strategy and design

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December 27, 2004

I've spent a lot of time on airplanes and in airports this year, and the one inescapable conclusion I've reached is that the air travel industry treats passengers so poorly because there are absolutely no consequences for doing so. In the aftermath of this week's air travel fiascos, it looks like lawmakers are reaching the same conclusion and seeking to create some consequences.

<=> | December 27, 2004

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