Category Archives: airlines

United to Become More Customer Centric … Sure

United Airlines had its first ever global media event last week to kick off a “new United.” The CEO wants the media to start asking what’s next instead of what’s wrong. Maybe. According to the Chicago Business Journal, a group … Continue reading

Posted in airlines, customer satisfaction | Tagged , , , | Leave a comment

Metrics That Don’t Matter

As you may know, US airlines keep track of actual on time arrival and departure information and it is publicly available. Late flights arriving or departing are tracked. A belief exists that this information helps the public select flights. The … Continue reading

Posted in airlines, customer satisfaction | Tagged , , , , , | 1 Comment

What’s Really Wrong With United Airlines?

Over the last 15 months or so United Airlines has received a lot of well deserved negative publicity. Here is a partial list: In January of 2017 they were blamed for killing a passenger’s Golden Retriever dog because it didn’t … Continue reading

Posted in airlines, customer satisfaction | Tagged , , | Leave a comment

Language and Its Application

I was flying last week (oh there’s a news flash) and on my flight back from Atlanta we were delayed from leaving the gate for several preventable reasons. After being 20 minutes late with no explanation, (One wonders if the … Continue reading

Posted in airlines, customer service | Tagged , , | Leave a comment

Proving My Point About Airlines

The other day I posted about the root cause of the United Airlines disaster. In that post I wrote, “United is, unfortunately, not unique in the airline world with this culture.” And to prove my point, quickly, Delta (the most … Continue reading

Posted in airlines, customer service | Tagged , , , | Leave a comment

The Root Cause of the Lastest United Airlines Fiasco

As many have read today, United Airlines was caught, again, in an embarrassing incident. This time having the police forcibly drag a doctor off an over-booked flight. They offered $400 and then $800 to re-accommodate and only got two takers when … Continue reading

Posted in airlines, customer service | Tagged , , | 1 Comment

Improving Customer Experience

I rarely check luggage so my recent experience may be old news for some of you. It may also not be limited to Delta Airlines, but then again, maybe they are pioneering a valuable customer experience. I criticize the airlines … Continue reading

Posted in airlines | Tagged , , , | Leave a comment