It’s a bit of a crazy time for air travel right now. When a United passenger was dragged off an airplane earlier this year, it seemed like an explosion of incidents started hitting the news. But, where’s the root of the problem? Is someone at the airlines telling employees they should cancel passenger tickets when the customer does something they don’t like? Or, is management focused on other areas? A recent New York Times article suggests the latter. Top airline executives are financially rewarded for profitability. Short term profitability at […]
Basic Economy fares have now spread across all 3 of the legacy carriers. American Airlines and United Airlines took a harsher path than Delta did, taking away even more benefits than Delta did. Is this the beginning or the end of the latest round of cuts customers will have to endure?
We’re past the point of shock when we see bad customer service by an airline employee, right? This is a unique story of a high-stress situation where the employee fails to perform. Who’s at fault?
If you’re taller than me, you’re probably not going to like the latest changes the airlines are planning. Air travel is about to get a bit less comfortable for all of us. Given all the negative changes over the last few years, that almost doesn’t seem possible.
Congressional leaders were clear in testimony earlier this week. The airlines need to work to improve customer service or congress will act. Nobody, including members of congress, wants congress to try to solve the current negative climate of customer service.
American Airlines and United Airlines are both suffering from unexpected drops in credit card sign-ups. That makes a big difference to their bottom line. Here’s why they’re having problems.
My Twitter feed exploded with folks who believe they have all the facts in the horrific situation that evolved on United Flight 3411. Given some of the comments, I thought it was important to clarify a few misunderstandings.