By Brian Lambert

For Forbes, Jason Bloomberg comes up with five reasons why Delta, for all it’s troubles, had a better week than United. “We could argue that Delta was simply extraordinarily lucky that a competitor’s mishap eclipsed its own – but that argument doesn’t explain how such a lopsided level of impact didn’t end up with Delta on the short end of the PR stick instead of United. … Delta knows how to apologize. United does not. Every communication Delta sends to disrupted passengers comes with an apology. For unusual situations like the one this past week, Delta executives and its broader communications team continually update and explain the situation to passengers, always with an apology.”

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