Someone at United Airlines had to know that when they trotted out “Flyer Friendly” as their marketing campaign, they were going to get some pot shots for it.
Well, it turns out that they flew a recent LAX-JFK flight without any air-conditioning in the premium cabin. And, a TV personality (who happens to specialize in travel) happened to have paid for an upgrade to the premium cabin.
It then appears she asked for a refund of what she paid for the premium upgrade. United decided this wasn’t a sufficient inconvenience to offer any compensation.
Now, I wasn’t there, and I certainly don’t work for United. But, if United actually did know they had this problem before the flight boarded, the right decision would have been to at least notify the customers. Further, why not just offer a travel voucher and be done with it? This is the type of issue that’s easily handled before things get crazy. Maybe they thought the cabin wouldn’t get too hot.
In a revenue-based program, cash is king. The customer that pays for an upgrade would seem to be the one United wants to target with their current structure.
United. Flyer Friendly.
Oh, and one more tweet from me on this. Feh, typos.