Tag Archives: United Airlines

Proving My Point About Airlines

Posted on May 4, 2017 by

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

Posted on April 10, 2017 by

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

Over-Promise And Under-Deliver Is Not A Good Strategy

Posted on May 15, 2015 by

While the headline is true, if everyone in your industry does it, you can get away with it longer than is reasonable. Today’s examples are airline related (where else can you find such easy examples of this). I made the … Continue reading →

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

Lipstick On A Pig

Posted on January 8, 2015 by

McDonald’s has apparently announced a major new “brand” campaign, while sticking with the “I’m Lovin’ It” theme. According to this article, much is being made of the breadth and depth of the new campaign. Really? Do you really think the … Continue reading →

Posted in Advertising, retail | Tagged , , | Leave a comment

Seriously, This is Customer Care?

Posted on August 12, 2013 by

As regular readers know I fly a lot, so airlines can be popular foils for this blog. However, this latest adventure stunned even me. The short version of what happened is: My flight to Denver was late, but arrived 10 … Continue reading →

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

Do I detect a pattern here?

Posted on October 18, 2010 by

Last year I posted a story about a You Tube video being used to get an airline’s attention. In that case, United Airlines agreed to work with Dave Carrol’s video as a “training experience” for their employees. Today, CNN reported about Johnnie … Continue reading →

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

Getting even by getting attention

Posted on July 14, 2009 by

Many years ago in some of my speeches I told a story about a flight from JFK to Boston (the Pan Am Shuttle) that had landed in Hartford due to weather in Boston and been delayed four hours. The passengers … Continue reading →

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