Wow. Today’s story is about a 10 year old girl who gets lost by United Airlines. It will be going down as one of the top horrendous customer service stories of the year I suspect.
And, as seems to be tradition for United, it went from bad to worse, with no resolution in sight. I am astounded that anyone still flies this customer-service-challenged airline. I stopped flying them over a year ago, when they gave away wife and my paid business class seats for no apparent reason, then refused to credit us the difference. (they also lost our luggage and did a bunch of other things).
With so much research talking about how critical customer service is in the airline business, how does United Airlines continue to not get it? It’s gone beyond blaming the front-line employees, I think. The only explanation for such continued blatant disrespect for the people who fly with them is that it comes directly from the top – the CEO. There is no other way that such a pervasive attitude can exist in an organization.
Seriously, how do they stay in business?
See all of the posts in this saga of nasty customer service: