United Airlines. The same idiots who wanted to charge you for using the overhead bin have done it again as you no doubt know…
I have been Customer Service for 24 years. In hotel reservations, rebate processing, and more and despite the fact that the general public is stupider than a bag of hammers you still have to coddle the idiots along to solve their own idiocy without them knowing you know they are complete idiots.
What United Airlines got caught doing was not it.
As the Liberal Media is fond of doing, Perception is what we want you to think of as reality. And the perception of United Airlines right now is probably only slightly better than Hillary or Trump (depending on your political bias).
Public relations experts say the CEO should have quickly offered an unreserved apology after a customer was filmed on Sunday being forcibly removed from his seat and dragged down an overbooked aircraft’s aisle.
Instead, Munoz apologized only for “having to re-accommodate … customers.”
Many customers found the response to be overly callous — and said so on social media, where video of the incident had gone viral.
But Munoz doubled down in a letter sent to United employees on Monday afternoon, describing the passenger as “disruptive and belligerent.” He also said that “employees followed established procedures for dealing with situations like this.”
Reminds me when Fry’s Electronics here in town accused me of “sexually harrasing” a customer and escorting me out even though I did nothing (really, I did absolutlely nothing except be in the same aisle as this overly-imaginative nutjob) but she was a woman and I was a man so I had to be the perp, right?
I wrote the CEO of the company and his response boiled down to “we are sorry you were offended”. That was it.
That’s is not how you deal with customers. Especially PAYING customers.
And you sure as hell don’t rub greek fire oil in the wound!
The millions they are going to lose over this, right or wrong, is going to hurt for a long time.
It took me 4 1/2 years (and a deal only found there) for me to go back to Fry’s again.
I was going to Target…Well, you know how that story ended. 🙂
On Tuesday, the top trending topic on Twitter in the U.S. was #NewUnitedAirlinesMottos, with users suggesting slogans such as “not enough seating, prepare for a beating.”
Ed Zitron, a PR expert and the author of “This Is How You Pitch,” said that United may not be offering a full apology because of fears over a potential lawsuit.
But that’s not an effective strategy, he said.
“Had United shown compassion and intent to make things right, they could have come out of this at the very least looking like an airline that cares,” Zitron said. “Instead they’ve just made it even worse.” (CNN Money)