--- title: "Meaning & Key Takeaway of: Sir, I’m afraid that the quality of this…" description: "\"“Sir, I’m afraid that the quality of this airline is partly measured by on-time departures. And unfortunately, on-time departures are measured by when ..." image: "https://sms4smile.com/quotes/i/03e/marcus-buckingham-3878_departures_sir-i-m-afraid-that-the-quality-of-this_911215.png" --- # Sir, I’m afraid that the quality of this airline is partly… ![“Sir, I’m afraid that the quality of this airline is partly measured by on-time departures. And unfortunately, on-time departures are measured by when we left the gate, not by wheels-up.” quote by Marcus Buckingham](https://sms4smile.com/quotes/i/03e/marcus-buckingham-3878_departures_sir-i-m-afraid-that-the-quality-of-this_911215.png) [Download](https://sms4smile.com/quotes/i/03e/marcus-buckingham-3878_departures_sir-i-m-afraid-that-the-quality-of-this_911215.png) [Open image](https://sms4smile.com/quotes/i/03e/marcus-buckingham-3878_departures_sir-i-m-afraid-that-the-quality-of-this_911215.png) > ““Sir, I’m afraid that the quality of this airline is partly measured by on-time departures. And unfortunately, on-time departures are measured by when we left the gate, not by wheels-up.”” [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) ## About This Quote This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation. Quality of service is judged by departure times, but the metric used is gate departure, not actual takeoff, highlighting a misleading performance measure. **In simple terms:** Service quality judged by gate times, not actual flight. Key Takeaway Focus on true performance metrics. Themes service performance metrics Mood critical analytical Type observational critical When to use this quote - airline management - customer expectations - performance reporting Key Concepts business operations measurement Questions to Reflect On - How can airlines measure true on‑time performance? - What metrics truly reflect customer experience? A Different Perspective Metrics can be gamed, obscuring real service issues. ★ ★ ★ ★ ★ No ratings yet [Departures](https://sms4smile.com/quotes/about/departures/) ## Related quotes > [I long for the time of no more departures. It has something to do with age, probably.](https://sms4smile.com/quotes/heinrich-b-ll/i-long-for-the-time-of-no-more-departures-it-has-something-to-do-with/) [Heinrich Boll](https://sms4smile.com/quotes/author/heinrich-b-ll/) > [I think we go when it's time to go, that the departures are scheduled.](https://sms4smile.com/quotes/france-gall/i-think-we-go-when-it-s-time-to-go-that-the-departures-are-scheduled/) France Gall > [“An airport cannot choose to only accept arrivals and not departures; there are valid times for travel in both directions. I cannot force people…](https://sms4smile.com/quotes/shasta-nelson/an-airport-cannot-choose-to-only-accept-arrivals-and-not-departures/) [Shasta Nelson](https://sms4smile.com/quotes/author/shasta-nelson/) > [As an actor, you realize that your whole life is about arrivals and departures. You're always meeting people, you get really close, and then…](https://sms4smile.com/quotes/jane-levy/as-an-actor-you-realize-that-your-whole-life-is-about-arrivals-and/) [Jane Levy](https://sms4smile.com/quotes/author/jane-levy/) > [“Departures should be sudden.”](https://sms4smile.com/quotes/anonymous/departures-should-be-sudden/) [Anonymous](https://sms4smile.com/quotes/author/anonymous/) > [“For the last year and a half this room had been my 'pensive citadel:' here I had read and studied through all the hours…](https://sms4smile.com/quotes/thomas-de-quincey/for-the-last-year-and-a-half-this-room-had-been-my-pensive-citadel/) [Thomas de Quincey](https://sms4smile.com/quotes/author/thomas-de-quincey/) > [In the history of the Premier League some of the most notable managerial departures have been English.](https://sms4smile.com/quotes/david-james/in-the-history-of-the-premier-league-some-of-the-most-notable/) [David James](https://sms4smile.com/quotes/author/david-james/) > [“In your life you will meet shooting stars. You will see them, make your wish and see them disappear.”](https://sms4smile.com/quotes/nahiar-ozar/in-your-life-you-will-meet-shooting-stars-you-will-see-them-make-your/) Nahiar Ozar > [“Life is all arrivals and departures.”](https://sms4smile.com/quotes/karen-joy-fowler/life-is-all-arrivals-and-departures/) [Karen Joy Fowler](https://sms4smile.com/quotes/author/karen-joy-fowler/) > [“Looking back I can see that there have been no breaks from one departure to the next; I start planning again before we've even…](https://sms4smile.com/quotes/barbara-hodgson/looking-back-i-can-see-that-there-have-been-no-breaks-from-one/) [Barbara Hodgson](https://sms4smile.com/quotes/author/barbara-hodgson/) > [“DEPARTURE The horizon slopes away The days are longer Trip A heart hops in a cage A bird sings It is going to die…](https://sms4smile.com/quotes/pierre-reverdy/departure-the-horizon-slopes-away-the-days-are-longer-trip-a-heart/) [Pierre Reverdy](https://sms4smile.com/quotes/author/pierre-reverdy/) > [Islands are reminders of arrivals and departures.](https://sms4smile.com/quotes/gretel-ehrlich/islands-are-reminders-of-arrivals-and-departures/) [Gretel Ehrlich](https://sms4smile.com/quotes/author/gretel-ehrlich/) > [“I left this morning saying ‘I love you’ as if setting out for some unknown country instead of the corner shop. I wanted you…](https://sms4smile.com/quotes/peter-bland/i-left-this-morning-saying-i-love-you-as-if-setting-out-for-some/) Peter Bland > [Departures and arrivals tend to emphasize people's personalities.](https://sms4smile.com/quotes/lilli-palmer/departures-and-arrivals-tend-to-emphasize-people-s-personalities/) [Lilli Palmer](https://sms4smile.com/quotes/author/lilli-palmer/) > [“Jim’s departures were always uncomfortable.  ”](https://sms4smile.com/quotes/patrick-lencioni/jim-s-departures-were-always-uncomfortable/) [Patrick Lencioni](https://sms4smile.com/quotes/author/patrick-lencioni/) ## More by Marcus Buckingham > [Too many of the organizations I have observed resemble a farm in Kansas. They have lots of fences and silos as well as a…](https://sms4smile.com/quotes/marcus-buckingham/too-many-of-the-organizations-i-have-observed-resemble-a-farm-in/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Most of my work has been in corporations, studying how you build an organization that helps people to identify and work to their strengths.](https://sms4smile.com/quotes/marcus-buckingham/most-of-my-work-has-been-in-corporations-studying-how-you-build-an/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [You can find energizing moments in each aspect of your life, but to do so you must learn how to catch them, hold on…](https://sms4smile.com/quotes/marcus-buckingham/you-can-find-energizing-moments-in-each-aspect-of-your-life-but-to-do/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [“The power of skills and knowledge is that they are transferable from one person to another. Their limitation is that they are often situation-specific…](https://sms4smile.com/quotes/marcus-buckingham/the-power-of-skills-and-knowledge-is-that-they-are-transferable-from/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [We're all filled with naturally recurring patterns that make us unique - they're called talents. And our charge is to bloody well use them.](https://sms4smile.com/quotes/marcus-buckingham/we-re-all-filled-with-naturally-recurring-patterns-that-make-us/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Clarity is the answer to anxiety. Effective leaders are clear.](https://sms4smile.com/quotes/marcus-buckingham/clarity-is-the-answer-to-anxiety-effective-leaders-are-clear/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [The corporate world is appallingly bad at capitalizing on the strengths of its people.](https://sms4smile.com/quotes/marcus-buckingham/the-corporate-world-is-appallingly-bad-at-capitalizing-on-the/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [If you want execution, hail only success. If you want creativity, hail risk, and remain neutral about success.](https://sms4smile.com/quotes/marcus-buckingham/if-you-want-execution-hail-only-success-if-you-want-creativity-hail/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Emphasize your strengths on your resume, in your cover letters and in your interviews. It may sound obvious, but you'd be surprised how many…](https://sms4smile.com/quotes/marcus-buckingham/emphasize-your-strengths-on-your-resume-in-your-cover-letters-and-in/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [In most cases, no matter what it is, if you measure it and reward it, people will try to excel at it](https://sms4smile.com/quotes/marcus-buckingham/in-most-cases-no-matter-what-it-is-if-you-measure-it-and-reward-it/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Life's tricky for women because they have to make more choices than men. And yes, choice is good, but boy, you better be an…](https://sms4smile.com/quotes/marcus-buckingham/life-s-tricky-for-women-because-they-have-to-make-more-choices-than/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Companies don't have one culture. They have as many as they have supervisors or managers. You want to build a strong culture? Hold every…](https://sms4smile.com/quotes/marcus-buckingham/companies-don-t-have-one-culture-they-have-as-many-as-they-have/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [Every time you make a rule you take away a choice, and choice, with all of its illuminating repercussions, is the fuel for learning.](https://sms4smile.com/quotes/marcus-buckingham/every-time-you-make-a-rule-you-take-away-a-choice-and-choice-with-all/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [“to encourage people to take responsibility for who they really are. And it is the only way to show respect for each person. Focusing…](https://sms4smile.com/quotes/marcus-buckingham/to-encourage-people-to-take-responsibility-for-who-they-really-are/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) > [There is no shortage of mechanisms by which to measure almost anything.](https://sms4smile.com/quotes/marcus-buckingham/there-is-no-shortage-of-mechanisms-by-which-to-measure-almost-anything/) [Marcus Buckingham](https://sms4smile.com/quotes/author/marcus-buckingham/) [Explore all 119 Marcus Buckingham quotes ](https://sms4smile.com/quotes/author/marcus-buckingham/) ## More Departures quotes > [“In your life you will meet shooting stars. You will see them, make your wish and see them disappear.”](https://sms4smile.com/quotes/nahiar-ozar/in-your-life-you-will-meet-shooting-stars-you-will-see-them-make-your/) Nahiar Ozar > [Departures and arrivals tend to emphasize people's personalities.](https://sms4smile.com/quotes/lilli-palmer/departures-and-arrivals-tend-to-emphasize-people-s-personalities/) [Lilli Palmer](https://sms4smile.com/quotes/author/lilli-palmer/) > [“I left this morning saying ‘I love you’ as if setting out for some unknown country instead of the corner shop. I wanted you…](https://sms4smile.com/quotes/peter-bland/i-left-this-morning-saying-i-love-you-as-if-setting-out-for-some/) Peter Bland > [Islands are reminders of arrivals and departures.](https://sms4smile.com/quotes/gretel-ehrlich/islands-are-reminders-of-arrivals-and-departures/) [Gretel Ehrlich](https://sms4smile.com/quotes/author/gretel-ehrlich/) > [“DEPARTURE The horizon slopes away The days are longer Trip A heart hops in a cage A bird sings It is going to die…](https://sms4smile.com/quotes/pierre-reverdy/departure-the-horizon-slopes-away-the-days-are-longer-trip-a-heart/) [Pierre Reverdy](https://sms4smile.com/quotes/author/pierre-reverdy/) > [“Looking back I can see that there have been no breaks from one departure to the next; I start planning again before we've even…](https://sms4smile.com/quotes/barbara-hodgson/looking-back-i-can-see-that-there-have-been-no-breaks-from-one/) [Barbara Hodgson](https://sms4smile.com/quotes/author/barbara-hodgson/) > [“Life is all arrivals and departures.”](https://sms4smile.com/quotes/karen-joy-fowler/life-is-all-arrivals-and-departures/) [Karen Joy Fowler](https://sms4smile.com/quotes/author/karen-joy-fowler/) > [I long for the time of no more departures. It has something to do with age, probably.](https://sms4smile.com/quotes/heinrich-b-ll/i-long-for-the-time-of-no-more-departures-it-has-something-to-do-with/) [Heinrich Boll](https://sms4smile.com/quotes/author/heinrich-b-ll/) > [In the history of the Premier League some of the most notable managerial departures have been English.](https://sms4smile.com/quotes/david-james/in-the-history-of-the-premier-league-some-of-the-most-notable/) [David James](https://sms4smile.com/quotes/author/david-james/) > [“For the last year and a half this room had been my 'pensive citadel:' here I had read and studied through all the hours…](https://sms4smile.com/quotes/thomas-de-quincey/for-the-last-year-and-a-half-this-room-had-been-my-pensive-citadel/) [Thomas de Quincey](https://sms4smile.com/quotes/author/thomas-de-quincey/) > [I think we go when it's time to go, that the departures are scheduled.](https://sms4smile.com/quotes/france-gall/i-think-we-go-when-it-s-time-to-go-that-the-departures-are-scheduled/) France Gall > [“Departures should be sudden.”](https://sms4smile.com/quotes/anonymous/departures-should-be-sudden/) [Anonymous](https://sms4smile.com/quotes/author/anonymous/) > [As an actor, you realize that your whole life is about arrivals and departures. You're always meeting people, you get really close, and then…](https://sms4smile.com/quotes/jane-levy/as-an-actor-you-realize-that-your-whole-life-is-about-arrivals-and/) [Jane Levy](https://sms4smile.com/quotes/author/jane-levy/) > [“An airport cannot choose to only accept arrivals and not departures; there are valid times for travel in both directions. I cannot force people…](https://sms4smile.com/quotes/shasta-nelson/an-airport-cannot-choose-to-only-accept-arrivals-and-not-departures/) [Shasta Nelson](https://sms4smile.com/quotes/author/shasta-nelson/) > [“Jim’s departures were always uncomfortable.  ”](https://sms4smile.com/quotes/patrick-lencioni/jim-s-departures-were-always-uncomfortable/) [Patrick Lencioni](https://sms4smile.com/quotes/author/patrick-lencioni/) [Browse all 19 Departures quotes ](https://sms4smile.com/quotes/about/departures/) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "Quotation", "text": "“Sir, I’m afraid that the quality of this airline is partly measured by on-time departures. 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