The complaints in this section make it sound like Airborne needs to take a careful look at its procedures. An employee in the firm's Washington, D.C. office agrees.
"T" writes (7/24/02):
As an Airborne employee I can verify that those customer complaints are valid and only the very tip of the iceberg. Airborne's corp management is ripping the company apart with its slash-and-burn cost-cutting measures that has reduced Airborne's service levels from pretty good to terrible.
Their deep cost-cutting measures, with personnel cutbacks and the use of outside untrained, unqualified personnel is plunging Airborne into the abyss of consumer and employee dispair. Shippers cannot get their shipments picked up and delivered thru the system in a timely manner. In many areas of the country Airborne offices are so undermanned the facilities are not even open.
Airborne's corp management talks about customer service to the customer's face but behind the customer's back they give 'em the shaft. Airborne's corp management attitude toward its workforce is one of total disrespect. Morale is at an all-time low. Theft is rampant and little is done about it.
If we don't get new leadership at the top soon, Airborne will cease to exist. Airborne has the potential to be one hell of an international and domestic airfreight delivery service. But it needs someone like a Herb Kelleher of Southwest Airlines to make it happen. You can not treat your employees and customers with complete disrepect and expect the consumer to be satisfied and the company to grow and stay healthy.
