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A pregnant woman was seated in the row in front of me in economy; she was in the center seat. The door had been shut and everything was getting buttoned down for pushing back, so there were no more customers coming onboard.
The woman asked very politely if she could move to an open seat in the economy plus section a couple rows up to get more comfortable. The stewardess said she could if she wanted to pay extra.
I scoffed out loud and made a, "Yeah, let's not be nice to the pregnant woman until she ponies up another $100." or something to that affect.
It was at that moment that I knew there was a cultural problem at United.
United is all about the immediate money and their Pareto law customers. If you are not these big fish, they don't care. More people need to realize this. United needs to realize they need more customer centric policies, even if you aren't in the 20% of your passengers giving you 80% of your business. You never know who eventually be your next 20%...
The airline said they repeatedly tried to switch seats, moving from economy seats to upgraded economy seats.
The couple said they complied and moved back to their assigned seats when asked but were told they had to get off the plane anyway.
Who you going to believe?
I just figured they were giving the sleeping guy a break and took empty seats. I would imagine they were in a happy mood, they were on their way to getting married. I probably would have done the same thing. Now, if switching seats got to be like musical chairs, I would have asked the stewardess to wake the man. I wasn't there, but I don't see how this progressed to being removed from the plane.
I just figured they were giving the sleeping guy a break and took empty seats. I would imagine they were in a happy mood, they were on their way to getting married. I probably would have done the same thing. Now, if switching seats got to be like musical chairs, I would have asked the stewardess to wake the man. I wasn't there, but I don't see how this progressed to being removed from the plane.
I don't either. Especially when there were reportedly plenty of seats on the plane.
Or at least that is what we consumers wish was true.
Talk to me again when future revenues slip. I believe you say the market will have the answers. I'd double check but you have your settings to private...
Because short-term financials is what determines a successful company to you, eh?
How about we meet back here in two years and see if Delta, American and the rest are doing so much better than United.
So you think that United can recover from these kind of PR disasters? Maybe they can, but that wasn't the case for US Air, they were forced to merge with AA because their business tanked after they decided they didn't need to worry about customer service.
So you think that United can recover from these kind of PR disasters?
I think 99% of those who are "outraged" about United right now will have put United down below #100 on their list of things they are outraged about within three months, and more than half of those with an opportunity to do so will do something within their own life to belie their "outrage" within two years, either booking a United flight or voting for a politician who vote against consumer protection.
There's no integrity in fear-induced mob mentality. It's mindless, and goes as quickly as it comes. Fear-induced mob mentality is wholly different, in that way, from principled opposition. Those who are the targets of fear-induced mob mentality are generally smart enough to know it just needs to just be waited out. Meanwhile, all the energy so spent is wasted instead of being directed toward measures to actually address consumer protection (or even just try to protect the minimal consumer protection we have from efforts by the government to do away with it).
So you think that United can recover from these kind of PR disasters? Maybe they can, but that wasn't the case for US Air, they were forced to merge with AA because their business tanked after they decided they didn't need to worry about customer service.
You have it backwards. Usair bought AMR out of bankruptcy. AA service had gone in the tank after the bankruptcy with multiple labor problems plaguing them.
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