Need to negotiate?  Try “good cop / bad cop.”

Bad cop holds the position and is insensitive.  Good cop brings compromise and is understanding.

Airlines have to play “good cop / bad cop” all the time.  Delayed flights, changed gates, bag restrictions — they do it all day.

Yet, most airlines don’t fully understand the game.  They’re correct in not letting passengers interact with the “bad cop.”  But isn’t “good cop” supposed to be your friend?