Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience
Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have [...]
United/Continental Merger: Cost Cutting to the Extreme? One Used Barf Bag at a Time …
As I write this, United flight 7473 has leveled out at a bumpy 35,000 feet, departing from Philadelphia en route to Chicago. I’m sitting in seat 16B in the back of a regional jet, next to my seven-year-old son who feels “germy,” i…
Should Airlines Adopt a “Bulk Freight” Model to Weighing Out Passengers and Cargo?
On the way to ISM, I sat on my United flight to San Diego behind a man who must have been over 350 pounds. He took up half the seat next to him (which an unfortunate soul was sitting in). The tray that my laptop was sitting on was completely askance, and every time this [...]
Bad Processes? Great Service Makes Up For A Lot
Every process blogger loves to write about their own good and bad process experiences, and I’m no exception. This weekend has been a case of incredibly bad processes, but really good customer service that made up for it. I’m stuck in Frankfurt on my way back to Toronto, and I’m actually not unhappy at all, [...]
When Airline Spend Really Matters: Measuring Roaches in Food as a Defect Rate
Having caught a good many United flights out of Denver
over the years, it gave my stomach pause to learn that one of
my hometown airline’s food caterers, LSG Sky Chefs, has been warned by the FDA to clean up its roach problem. While
some — …
