Failed psychology of waiting lines… Airlines

Airlines fail at pleasing passengers because they fail to sucessfully follow Don Norman’s psychology of waiting lines.

Without rewriting Norman’s paper, airlines fail to give an accurate wait time.

Sure they give estimated departure and arrival times but they are often delayed, updated, and still incorrect.

Sure there is a line to take off and land but toss bad weather into the mix or low fuel and cutting in line is common.

Add the stale air, confined space, and lack of entertainment, can someone redesign the experience of flying?

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