"We have this opportunity as we roll out products, a particular model we get a lot of immediate feedback, and it helps us understand what those customers want." But he also made it a point to get face time with customers, even if the feedback was not all positive. "While those may be more painful meetings than visiting the happy customer, they're the ones that give me the opportunity and visibility into where we need to improve," he says. Gilliland believes any CEO of a travel company also has to address the problems facing the entire industry. "Unfortunately, since 9/11, the duration of travel has grown very dramatically. So you see getting from point A to point B from your doorstep to someone else's has increased dramatically," he says.
Hawaiian Airlines doesn't allow pets on flights from outside the state that land in Hawaii because of animal quarantine laws, spokeswoman Ann Botticelli says. The airline, though, allows a cat or a dog in the passenger cabin for $35 on a flight between the Hawaiian Islands or $175 for a North American flight that doesn't land in Hawaii. Frequent business traveler Bob Catlette of Collierville, Tenn., isn't allergic to animals and supports airline policies that allow them in passenger cabins.
Forrest will share stories from his lengthy career shooting projects for CBS, Discovery Channel, Animal Planet and Travel Channel , among others. When, where: Noon on Oct. 20 at El Criollo Cuban Bar & Grill, 916 W.