#1
|
|||
|
|||
How To Tick Off Your Best Customers
Source: Washington Business Journal
Author: Ian Altman Quote:
PS I so liked this article....Confirms what we all know as employees...that our management simply doesn't get it. What a travesty for the words largest airline. MS |
#2
|
|||
|
|||
Sad sign of the times. Management these days are only interested in the size of the Bonus they get at the end of the year. They wouldn't know what service is.
|
#3
|
|||
|
|||
Are they that bad? Great, I am flying United for the first time on Friday! Its also a bugger that on my return I am flying IAH-LAX a week or so too early to try the 787.
|
#4
|
|||
|
|||
No, United are not that bad. I have never had an issue with them domestically or internationally.
And what's wrong with the United CEO writing his monthly piece on the 787? I'm sure Qantas an other airlines had similar articles when they introduced their first A380s. While the author's concern may be customer service, there are people and business travelers who choose a certain flight based on aircraft type.
__________________
ABQ ABX ACV ADD ADL AKL ALB AMA AMS ANC ARN ATH ATL AUA AUH AUS AVL AVV AZA BCN BDL BFL BGO BGR BHD BHM BHQ BIL BIS BKI BKK BLD BLI BLV BNA BNE BOG BOI BOJ BOS BRO BSB BTR BUF BUD BUR BWI BZE BZN CAI CBR CGK CHC CHS CLE CLT CMH CNS CNX COS CPH CPT CTG CTS CUE CUN CUZ CVG CXF CYS CZM DAL DBO DCA DEN DFW DLH DOH DRW DSM DTW DUD DUR DXB ECP ELP EUG EWR EYW EZE FAI FAR FAT FCA FCO FLG FLL FNL FNT FRA FRS FSD FU'K FWA GCN GDL GDN GEG GGW GIG GJT GOT GRI GRR GRU GSP GTF GUA GVA GYE HAM HAN HBA HBE HEL HHH HKD HKG HLZ HND HNL HOU HRL HSV HVB IAD IAH ICN ICT IDA IND INV ISP IST ITM ITO JAB JAX JFK JNB JNU JOG JTR KEF KGC KIX KMI KMJ KMQ KOA KRK KTN KUL LAS LAX LBB LBE LEJ LFT LGA LGB LHR LIH LIM LIN LIT LRD LST MAD MAF MAO MCI MCO MCT MCY MDE MDT MDW MEL MEM MEX MFE MFR MHU MIA MID MKE MNL MOB MOT MQL MRY MSN MSO MSP MSY MTJ MTY MUC MVD MXP MZT NAN NAS NRT NTL OAG OAK OGG OKA OKC OMA OME ONT OOL ORD OSL OTZ OUI PAE PBG PDX PEK PER PHL PHX PIA PIT PLO PLZ PNH PSC PSG PSP PTY PVD PVG PVR PVU RAP RDD RDM RDU REC REP RIC RIX RNO ROC RSW SAL SAN SAT SAV SBA SBD SBN SBP SCK SCL SDF SDU SEA SFO SGF SGN SGU SHA SHV SIN SIT SJC SJD SJO SJU SLC SMF SMX SNA SOF SSA STL STS SUN SYD SYO SYR TIJ TLL TMW TPA TPE TSV TUL TUS TWF TYS VAR VIE VNO VPS WAW WDH WGA WLG WRG WVB XIY XNA YEG YHM YHZ YKM YOW YQB YQG YQM YTZ YUL YUM YVR YWG YXE YYC YYJ YYT YYZ ZRH Next Trips: 31MAY-03JUN LAS-JFK-LAS DL/B6 08-09JUN LAS-PDX-LAS AS 21-24JUN LAS-GJT-LAS G4 29-30JUN LAS-FAT-LAS WN/G4 03-09JUL LAS-MAN/LHR-LAS VS 13-14JUL LAS-DTW-LAS WN/DL 20-21JUL LAS-DEN-CPR-DEN-LAS UA 03-04AUG LAS-SAN-LAS WN/F9 10-11AUG LAS-LAX-JAC-SLC-LAS UA/DL 17-18AUG LAS-SEA-KTN-SEA-LAS AS 24-25AUG LAS-SLC/EKO-SLC-LAS DL 29AUG-03SEP LAS-MSP-TVC-DFW-LAS SY/AA 06-08SEP LAS-ANC-ADQ-ANC-LAS AS 14-16SEP LAS-CLT-LAS AA 20-22SEP LAS-DEN-XWA-LAS UA/SY 28-29SEP LAS-DEN-LAS UA 08-11NOV LAS-EWR/BTV-ORD-LAS UA 28NOV-02DEC LAS-OGG/HNL-LAS HA 01-02FEB LAS-SEA-LAS AS |
#5
|
|||
|
|||
Quote:
What happens once the passengers are on the plane is a whole different kettle of fish. |
#6
|
|||
|
|||
I think the authors point was that when two airlines have the same aircraft that what makes a difference is the soft service (think that's the right term). Ie everything but the hardware. And that is where the author beleives United should be concetrating rather than upselling features of the 787 that are not 'unique' to United.
Last edited by Ash W; 10th October 2012 at 10:42 AM. |
#7
|
|||
|
|||
Fair point Ash. But from a domestic product standpoint in the US the 787 is unique to United at this point in time. And all airlines like to up-sell their 'modern fleets'. Also, apart from Star Alliance partner ANA I don't believe there are any other airlines flying the 787 to the US.
__________________
ABQ ABX ACV ADD ADL AKL ALB AMA AMS ANC ARN ATH ATL AUA AUH AUS AVL AVV AZA BCN BDL BFL BGO BGR BHD BHM BHQ BIL BIS BKI BKK BLD BLI BLV BNA BNE BOG BOI BOJ BOS BRO BSB BTR BUF BUD BUR BWI BZE BZN CAI CBR CGK CHC CHS CLE CLT CMH CNS CNX COS CPH CPT CTG CTS CUE CUN CUZ CVG CXF CYS CZM DAL DBO DCA DEN DFW DLH DOH DRW DSM DTW DUD DUR DXB ECP ELP EUG EWR EYW EZE FAI FAR FAT FCA FCO FLG FLL FNL FNT FRA FRS FSD FU'K FWA GCN GDL GDN GEG GGW GIG GJT GOT GRI GRR GRU GSP GTF GUA GVA GYE HAM HAN HBA HBE HEL HHH HKD HKG HLZ HND HNL HOU HRL HSV HVB IAD IAH ICN ICT IDA IND INV ISP IST ITM ITO JAB JAX JFK JNB JNU JOG JTR KEF KGC KIX KMI KMJ KMQ KOA KRK KTN KUL LAS LAX LBB LBE LEJ LFT LGA LGB LHR LIH LIM LIN LIT LRD LST MAD MAF MAO MCI MCO MCT MCY MDE MDT MDW MEL MEM MEX MFE MFR MHU MIA MID MKE MNL MOB MOT MQL MRY MSN MSO MSP MSY MTJ MTY MUC MVD MXP MZT NAN NAS NRT NTL OAG OAK OGG OKA OKC OMA OME ONT OOL ORD OSL OTZ OUI PAE PBG PDX PEK PER PHL PHX PIA PIT PLO PLZ PNH PSC PSG PSP PTY PVD PVG PVR PVU RAP RDD RDM RDU REC REP RIC RIX RNO ROC RSW SAL SAN SAT SAV SBA SBD SBN SBP SCK SCL SDF SDU SEA SFO SGF SGN SGU SHA SHV SIN SIT SJC SJD SJO SJU SLC SMF SMX SNA SOF SSA STL STS SUN SYD SYO SYR TIJ TLL TMW TPA TPE TSV TUL TUS TWF TYS VAR VIE VNO VPS WAW WDH WGA WLG WRG WVB XIY XNA YEG YHM YHZ YKM YOW YQB YQG YQM YTZ YUL YUM YVR YWG YXE YYC YYJ YYT YYZ ZRH Next Trips: 31MAY-03JUN LAS-JFK-LAS DL/B6 08-09JUN LAS-PDX-LAS AS 21-24JUN LAS-GJT-LAS G4 29-30JUN LAS-FAT-LAS WN/G4 03-09JUL LAS-MAN/LHR-LAS VS 13-14JUL LAS-DTW-LAS WN/DL 20-21JUL LAS-DEN-CPR-DEN-LAS UA 03-04AUG LAS-SAN-LAS WN/F9 10-11AUG LAS-LAX-JAC-SLC-LAS UA/DL 17-18AUG LAS-SEA-KTN-SEA-LAS AS 24-25AUG LAS-SLC/EKO-SLC-LAS DL 29AUG-03SEP LAS-MSP-TVC-DFW-LAS SY/AA 06-08SEP LAS-ANC-ADQ-ANC-LAS AS 14-16SEP LAS-CLT-LAS AA 20-22SEP LAS-DEN-XWA-LAS UA/SY 28-29SEP LAS-DEN-LAS UA 08-11NOV LAS-EWR/BTV-ORD-LAS UA 28NOV-02DEC LAS-OGG/HNL-LAS HA 01-02FEB LAS-SEA-LAS AS |
#8
|
|||
|
|||
Keeping in mind that many on this board would much prefer the discussion/article be related to our new 787 (understood and granted) The bigger picture (from my personal viewpoint as an employee) is that the company has serious customer service related issues (which cost us significant revenue) and maintenance related issues (which cost us both revenue and schedule delays) which our illustrious CEO should be discussing/and how its going to be fixed in a magazine that is read directly by our flying customers. Yes its good to highlight all the great features of this new aircraft but how about we concentrate on getting all the post merger issues fixed first including our merged contracts.
Enjoy the new airplane...at least maintenance delays should be minimal/non existent at best. MS |
#9
|
|||
|
|||
Quote:
__________________
Sigh. |
|
|