United Breaks Guitars: Poor Customer Service in Song

We often say that you judge a company not by what it does right, but by how it fixes things when it does wrong, and United Airlines did a big wrong to musician Dave Carroll and his band, Sons of Maxwell. While sitting on the tarmac at O’Hare International Airport in Chicago, they looked out the window and saw the baggage handlers throwing their guitars around. That was the beginning of a long and painful ordeal with United, but why don’t we let Dave tell the story? Dave has written a more detailed version of his ordeal on his [Read Full Article]


Is Civility in Marketing on its Way Out?

You have to wonder what some of these people are thinking—or if they are thinking at all! Consider the following from United Airlines: Beginning November 12, our Premier Executive members and Star Alliance Gold guests will board before Seating Area 1 customers through the Economy Lane. The new boarding order will be as follows: Global Services, 1K and customers sitting in United First will continue to board first through the Red Carpet Lane, followed by our United Business customers. Our Premier Executive and Star Alliance Gold members will then be invited to board. After all of our most-valued guests are on board and getting settled, the regular boarding process of seating areas 1 through 4 will begin. We strive to consistently reward you, our premium customers, for your loyalty. We hope that as a Premier Executive and Star Alliance Gold customer, you enjoy this added benefit Now, I don't care what or... [Read Full Article]


Gunning for the Boss: Online Management Complaints

There is much to be said for websites that highlight the problems of companies, they offer the business a real incentive to improve or suffer growing humiliation and shrinking business as their story circulates across the Web. However, the pilots at United have taken this one step further by devoting a website to getting rid of United’s Chairman and CEO, Glenn Tilton.  For the pilots, when they picture the problems facing their once-great airline, it is Tilton’s face they see and Tilton’s head they would like to see roll. In the six years he has been in United’s pilot seat, at a comfortable $1.12 million per year, customer satisfaction with the airline has gone into the toilet and as for employee satisfaction, that’s been flushed. These are facts and according to the pilots, their causes have nothing to do with the pressures that beset their industry:  United’s failures are the result of a combination of management incompetence, short te... [Read Full Article]