Tag Archives: United Airlines

United to Become More Customer Centric … Sure

Posted on October 28, 2019 by Mitch Gooze

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 →

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What’s Really Wrong With United Airlines?

Posted on March 14, 2018 by Mitch Gooze

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 →

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Proving My Point About Airlines

Posted on May 4, 2017 by Mitch Gooze

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 →

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The Root Cause of the Lastest United Airlines Fiasco

Posted on April 10, 2017 by Mitch Gooze

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 →

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

Posted on May 15, 2015 by Mitch Gooze

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 →

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Lipstick On A Pig

Posted on January 8, 2015 by Mitch Gooze

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 →

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Seriously, This is Customer Care?

Posted on August 12, 2013 by Mitch Gooze

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 →

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Do I detect a pattern here?

Posted on October 18, 2010 by Mitch Gooze

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 →

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Getting even by getting attention

Posted on July 14, 2009 by Mitch Gooze

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 →

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What goes around…

Posted on May 12, 2009 by Mitch Gooze

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 →

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