I think by now everyone has heard about the debacle with United Airline. The truth is that most airlines o overbook.. Believe it or not, people do book flights, and then decide at the last minute not to show up. Airlines have bills to to pay like everyone else does, and so they try to make as much money as they can. Who doesn’t try to make as much money as they can when they’re in business?
United seems to be sending mixed messages in a lot of ways on this incident. Did they overbook or not? At first they said they did. Now they’re saying they didn’t, they just needed more room for their attendants.. They have apologized, but have also praised their staff handling the situation well.
So here are some things United should do in the future to get itself back on the right track.
- First, their staff needs to be emphatic. Being in the airport or on flights usually isn’t on people’s list of most fun. People just want to get to their destination. So airline employees should do their best to make sure to help whenever they can. And let me say here that I was impressed by how friendly and helpful the Turkish Airline people were on my big trip.
- And the other thing they have to remember is that they are a service business. And when you are a service business, you have to treat your customers well. If you do not treat them well, they will go somewhere else. United might want to go over some customer service training with their employees.
I would love to know your thoughts on this.