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October 29, 2004Don't downsize the compassion
Fairness and good communication can help companies like US Airways, and their employees, get through troubled times. Johnna Kelbaugh, 70, couldn't believe what she was hearing last Sunday as she waited nearly an hour for her luggage in the US Airways baggage claim area at Philadelphia International Airport. A voice on the public-address system announced, "Due to the fact the employees have had a 20 percent cut in pay, it will be up to an hour and a half until you get your bags," recalled Kelbaugh, of Fairless Hills, who was returning from Las Vegas. "I turned to the woman next to me and said, 'Did I hear that right?' " Continued here Comments
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