Armed with the root-cause research, the airline was able to take relatively inexpensive corrective actions, such as synchronizing information systems, clarifying communications procedures, and training pilots in communications skills.

FORBES: The Root Cause Of Your Customer's Anger

The VA said it is pursuing a thorough review of the situation and it "does not condone misconduct by its employees and will take the appropriate corrective actions for those who violate VA policy, " according to a statement provided to CNN.

CNN: VA workers given millions in bonuses as vets await checks