I’m glad I never worked in corporate communications for United Airlines, especially since the Continental merger. The calls from outraged customers and curious media types probably never end and it seems to me that United management really doesn’t care all that much what passengers have to say.
The following incident occurred aboard United flight 1061 March 16, on the way back to Chicago from Vegas. It really made me sick … not just this passenger’s story, but how the airline dealt with it. Cue the music … “United Breaks Guitars.”
First a bit of context, lest you think this is only some disgruntled employee’s fictional tale. I know the writer. In fact, Sean and I have know each other more than 20 years since I’m married to his wife’s sister. I’ve known Sean to be an honest guy and a hard worker, not to mention a loyal United flyer for nearly three decades. He really wants to like United.
So imagine you’re preparing to leave Las Vegas on an airplane jammed with business people and gambler party types, some probably fresh from the casinos as he was earlier this week. He was on the way back from a trade show in fact. This is where his words tell the story. [Read more…] about Another Big United Customer Service Failure