As all travelers know, flying is no simple matter. There are the horrors of the
check-in to be negotiated, the uneven struggle to squash your hand luggage into
the overhead locker and the constant fight with your neighbor over ownership of
the armrest. Add to that the question of the food, the immigration queues and
waiting for your luggage to appear and we can all see that something isn 't
quite right. So when one of the world 's leading management gurus - Henry
Mintzberg - decides to scrutinize the managment practices of the airlines and
airports from his personal experience, it is worth taking notice.