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'Waiting Expert' Shares What Makes Waiting Difficult

'Waiting Expert' Shares What Makes Waiting Difficult

In a New York Times article, journalist Alex Stone tells the story of how executives at a Houston airport faced and then solved a cascade of passenger complaints about long waits at the baggage claim. They first decided to hire more baggage handlers, reducing wait times to an industry-beating average of eight minutes. But complaints persisted. This ...

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