U.S. Airlines Face Steep Marketing Challenge After Epic Nightmare Summer

More than a decade ago, Domino's Pizza realized it had a problem: Its customers thought its products were disgusting. Rather than ignoring it, the company's new CEO went on an apology tour that became the catalyst for a major turnaround. "There comes a time when you know you have to make a change," he said in one commercial, promising Domino's would no longer sell lukewarm pizzas that tasted like cardboard.

This summer, U.S. airlines have failed more customers than a company serving stale crusts and ketchupy tomato sauce. By scheduling more flights than the system could handle, airlines ruined family reunions, business trips, birthdays, and other gatherings. Airlines didn't err on purpose. But most consumers don't understand or don't care. Many have written social media comments nastier than what people wrote about pizzas years ago. Some airlines have issued lukewarm apologies or explanations, but they haven't seemed to move public opinion. People remain mad, even though