January 17, 2007United Airlines wins customer-UnCentricity award
Filed Under: Consumer Central , Ugly Stuff
|
|
United airlines are a smart bunch of buggers. They realize that if they starve their customers, they'll be extra hungry for the meal waiting for them at the end of their short-haul flights. That's right...the meal they're about to have AFTER the delay because the ground staff haven't arrived, after the wait for the bags to arrive, after the claim for lost/damaged luggage has been filed, after the wait for the cab, after the business meeting, after the cab ride back to the airport, after the sprint to make the plane, after the flight back home, after the wait, wait, wait to get back in the car.
But man oh man, can you just imagine how good that meal's going to taste?
That's why United - The Thinking Airline - has decided to drop snacks on flights less than 2 hours (which PS equals about 5 hours when you factor in travel and wait time, dumbasses)
According to the geniuses at United, they figure this move will save them $650,000 this year. I guarantee you they'll LOSE more than $650,000 with passengers that choose alternative airlines in the process.
This is just so stupid. If you agree, Digg this post or better yet, post a comment of disdane for all to see. Uggggggggh
Update: Digg link
SPONSORSHIPJaffe Juice – brings a fresh new marketing perspective and commentary from industry thought leader and author Joseph Jaffe. Click here to find out more about sponsorship opportunities. Jaffe Juice continues below... |
TrackBack
TrackBack URL for this entry:
http://www.typepad.com/t/trackback/307546/7526009
Listed below are links to weblogs that reference United Airlines wins customer-UnCentricity award:
Comments
Canceling meals on flights forces passengers to change their behavior - either by eating before they fly or buying some wings at Chili's To Go before boarding. I don't see passing on the passing out of peanuts as something that will provoke passengers' ire, or even get their attention.
Unless of course a competing airline calls it to their attention, and hands out 'Jet Blue' peanuts to United Passengers from the gate next door.
Posted by: Mike May
But could it be the straw that breaks the camels back? After the waiting, the lines, paying the steep price for a flight and getting a middle seat - could that be the one that sets you off.
I would love to see a competing airline had out peanuts. That sould start a brawl between airlines - that would be fun to watch.
I am flying to Tahoe today and will be pissed if I don't get my peanuts. :)
Posted by: Matt Haverkamp
Joseph,
United has continued to head in a downward spiral in regards to customer service. Being in Chicago, it means that United is one of the hometown airlines and typically has good flight times and price options. The abysmal service is even worse on their discount airline, Ted.
In fact, the service was so bad on Ted that it inspired me to start up a customer service related blog a few days after a flight with them.
I haven't been doing a good job writing consistently, but you can see the post at http://www.thecustomervoices.com/2006/06/23/my-inspiration/
Posted by: Sean Cheyney
Honestly, couldn't care less about the lack of snacks. Between the banging beverage carts, the crappy "snacks", etc. I don't see it as a big deal.
Many of the European airlines seem to offer snack boxes for pay (which are MUCH better quality than our crappy tostitos with fake cheese options here), and give out water and juice. That's it. Works fine.
But it's a cultural shift, not a piecemeal removal of services. Imagine if Southwest started off as a the premier airline for "extras", only to reduce them one by one by one until they got to where they are now. Outrage!
But culturally, they're about a fun, straightforward flight experience. (Fun as in, hopefully your flight's not cancelled, of course)
Posted by: Jake McKee
Europe: On KLM flights that are shorter than 2 hrs you will get a large cookie (gevulde koek) and something to drink, for free!!! On the flights longer than 2 hrs you can buy things onboard of the plane but the prices are quite expensive.
Posted by: Arvid
That's pretty much nothing. Airline service has gone downhill, and still people fly. I don't see this as the breaking the back of the camel moment, just another sign of bad airline service. I pretty much avoid flying by now. I know, limits some choices, but I refuse to put up with bad service. The airlines can all go broke as far as I am concerned. In fact, a couple of them probably should go broke and shut down for good, so the others get a clue and shape up. As if that were possible. Oh well. I would suggest just pack your own lunch, but given the ridiculous antics of Homeland Security of no water bottles, not long before they declare peanuts and chips to be lethal weapons and therefore you can't bring them on a plane. But, as long as people are willing to put up with it, que sera sera.
Posted by: Dances With Books
