Today, British Airways announced it was planning to cut 3000 jobs by the end of the fiscal year due to falling passenger numbers and yields. I will guess that most airlines are going through similar challenges.
In an economy as bad as this one, customer service makes all the difference. Flyers may not have as many choices as we are a "semi-captive" audience due to the constraints of available flights and routes by airlines, but bad press is bad press. Don’t kid yourself as the next generation of frequent flyer will read stories like this and wonder what kind of business United is running.
The title of the article says it all:
Man denied first-class seat on United for wearing track suit
If you want to run your airlines into the ground what better way to do it that humiliate and embarass your best customers? The weak response in which United claims to have mistaken the passenger as a employee only adds insult to injury.
Nice try, United. How about admiting you have customer service problems and make amends. That’ll get you a lot farther than trying to tactically address every customer service blow-up that happens.
United, time to wake up and smell the coffee.
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