‘Customer experience is as much about perception as reality’

In the early 2000s, the management at Houston airport was dismayed by the number of passenger complaints it was receiving.
The main issue was delays at the baggage carousel: by this point passengers were often at the end of their tether and even trivial delays tested their patience.
In response, the airport approved a hefty budget for more baggage handlers. At first, the cash looked well spent as waiting times dropped to eight minutes, about average for an airport. But complaints remained stubbo