United Airlines charges $50 EACH WAY for checking two pieces of luggage. Buy a round trip ticket for $400 and when you check in, pay $50 more to get your luggage on board. And when you're heading home, pay another $50 to get your bags home. It doesn't matter how short the flight. But a $200 RT ticket and you still pay $50 each way to check bags.
Now UAL wants to offer a subscription. Pay ... >>full...
The following video has been seen by over 5 million people. This is the price of failing to understand customer service. How much would it cost United Airlines to reach 5 million people with a positive message? The really sad part of this is, when customer service is very, very poor, it's cheap to improve.
I have delivered that message to many CEOs. Few believe improving service translates into profit. Read the business news and ... >>full...
[ Posted bymichael cardus, October 03, 2009 9:40 ] I have been thinking about cust. service and small things that companie can do to make change.
Watching this video one area that could have made this man feel better is if the flight attendants took time to listen and hear his concern. I know they are busy and overworked although their relevence is serving the people on the flight and making the time on the flight satisfactory and safe.
Instead they felt powerless becuauser Baggage handling is not there job. Perhaps they need a idea of the larger picture of customer service.
[ Posted byChris Reich, October 03, 2009 14:03 ] The ONLY problem I have with the video is placing blame on the employees instead of the company. United, like many large union companies, screw their workers every time mismanagement gets the company into financial trouble.
Bad attitudes are almost always a reflection of bad management. Yes, there will always be a sour apple in the basket. Sure you might set someone off who is having a really hard day. But when poor service is pervasive throughout an organization, it's the result of bad management.
