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

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

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

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

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

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

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

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 , , | Leave a comment