United Airlines PR Disaster

[BigRedBuster]

As someone who flies a lot, this pisses me off the more United puts out crap like this.

 

So, this was an allowed practice and they thought it's just a dandy thing to do.

 

[zoogs]

As someone who flies a lot, this pisses me off the more United puts out crap like this.

 

So, this was an allowed practice and they thought it's just a dandy thing to do.

Yea, companies are relatively free to make all kinds of mistakes. Including the ones that cause them to cease operating, or at least to suffer serious consequences.

 

That only works if these consequences are actually imposed. Defending them through crap like this ... why?

[JJ Husker]

As someone who flies a lot, this pisses me off the more United puts out crap like this.

So, this was an allowed practice and they thought it's just a dandy thing to do.

https://twitter.com/nytimes/status/853659774508040192

Yeah, and it doesn't say they won't continue to bump unboarded paying passengers in favor of their employees. Which is another thing they shouldn't do.

 

You would think they could get the seat count correct before they ever start the boarding process. Guess math is hard for them.

[NUance]

United Airlines Kicks Couple Off Plane En Route to Their Wedding

 

In the latest passenger-PR nightmare, a couple flying United to their destination wedding in Costa Rica were booted from their plane on Saturday. Michael Hohl and Amber Maxwell were traveling with family and friends when confusion over seating landed them back in the terminal.

LINK

 

[NM11046]

There's two sides to this one though - I read something else about them trying to get into seats not in basic coach and then throwing a fit about it. Sounded like perhaps they'd had some cocktails.

[Making Chimichangas]

I may be in the minority I believe both parties are at fault.

 

United shouldn't have overbooked and allowed the passengers to board the plane and should've upped the $800 amount to $1,000 or more.

 

The doctor is at fault for not getting up and removing himself after been informed several times that he was going to be removed. The doctor has a shady past and as seen in the above video had plans to sue the airline before the confrontation. He resisted which lead to him meeting the armrest face first and then he has the audacity to run back onto the plane after being removed. And lastly who would rather go to jail than just remove yourself from the plane? Obviously this guy does as he said so

If there was a full court, media blitz into YOUR past, where every single thing you've ever done was reported on, you're telling me there's nothing embarrassing or that you'd prefer to not have anyone else know about?

 

How's the view from that high moral horse?

[Making Chimichangas]

As someone who flies a lot, this pisses me off the more United puts out crap like this.

 

So, this was an allowed practice and they thought it's just a dandy thing to do.

 

Responding to the tweet: Why was that a practice to begin with?

 

Why would United (or any airline for that matter) bump a paying customer, who presumably paid full price for the fare, to seat an employee would paid 1/4th to 1/2 of what the customer paid?

 

What financial sense does it make to bump a passenger who paid (just using this number as an example) 500 round trip and give it to an employee who will pay 100-150?

 

In this scenario, the airline loses say 350 in revenue for the bumped passenger, plus the extra money for compensating the inconvenienced passenger.

 

All told, an airline bumping a paying customer can cost them 600-1,000 dollars (that's figuring in the lost revenue from bumping the passenger, paying him/her extra compensation, and losing money for the fare that the employee pays).

 

LOL...No wonder airlines tend to operate in the red.

[Moiraine]

Didn't read article but I assumed they did it for employees who needed to get somewhere to work on another flight.

[NM11046]

They did ... however, the airlines have deals with each other that they can put employees on each others' flights for a significant cost savings to get them to a location if their own flights are full. AND, my understanding is that this flight was only going to a stop ~5hours away by car, so there was some question as to why they didn't put them in a car to the end destination.

[Making Chimichangas]

I am heading to Pennsylvania tomorrow for work and will be taking a United Airlines flight.

 

So if you guys don't hear from me for 3-5 years, you'll know something went awry.

 

[huKSer]

[knapplc]

That was amazingly quick.

 

[JJ Husker]

Got this email today from United. Posted in it's entirety-

 

Dear Mr. El Diaco,

 

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

 

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

 

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

 

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

 

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

 

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

 

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

 

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

 

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

 

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

 

Our goal should be nothing less than to make you truly proud to say, "I fly United."

 

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

 

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

 

With Great Gratitude,

Oscar Munoz

CEO

[Ratt Mhule]

$10,000! Sign me up for the next overbooked flight!

[Ratt Mhule]

Now you will have passengers fighting over who gets to get off the plane. Way to go United...