00:00this airline was so bad their ceo literally told customers they owed them nothing now they're ranked america's number one airline here's how sparrett pulled off the impossible
00:16sparrett was charging for everything your carry-on water even printed boarding passes with only seventy four per cent on time arrivals and complaints four times higher than competitors they were aviation's villain
00:34twenty sixteen changed everything new ceo bob fanato said we can be cheap and good they hired more crew increased turn-around times and tied employee bonuses to performance
00:51they redesigned cabins with curved seats for more leg room added fleet-wide wi-fi and achieved ninety eighty nine per cent on time performance the result
01:05wallet hub just ranked them america's best safest and most affordable airline plots though they filed for bankruptcy in twenty four despite being the best
01:19sometimes being great isn't enough in business but the turn-around proves any company can change their reputation if they actually listen to customers
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