ABSTRACT
Aviation is one of the most advanced industries in technical terms. Its organisation and functioning is fascinating – advanced technologies driven by highly trained and licensed professionals, pilots, engineers, and air traffic controllers, with work procedures, performance audits and discipline developed to a level unprecedented in the business world. Every day airlines are safely transporting millions of passengers worldwide. Yet, they fail to deliver on the ordinary: over half of flights do not depart or arrive as originally planned – not an impressive score for such an industry.
