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Blogroll
Tag Archives: United 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
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
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
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 airline customer service, passenger removed, United Airlines
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Over-Promise And Under-Deliver Is Not A Good Strategy
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
Lipstick On A Pig
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
Seriously, This is Customer Care?
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 customer service, Gate agent, United Airlines
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Do I detect a pattern here?
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
Getting even by getting attention
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
What goes around…
A short time ago I lost part of my power adapter on an American Airlines flight. I travel with my laptop and a Targus power adapter so that when I am on a flight with seat power I can use it to avoid … Continue reading
Posted in airlines
Tagged american airlines, good fortune, karma, power adapters, Targus, United Airlines
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