United Airlines eschews duct tape — could this be its redemption?

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Ever since it broke Dave Carroll’s guitar, United Airlines has been the poster boy for doing everything possible to abuse customers in the air. Now it has finally found a niche. United vows not to duct-tape passengers to seats like other airlines. Four years ago, I wrote about companies that somehow manage to demonstrate over … Continued

Delta Air Lines coronavirus response beats the other US airlines

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With the COVID-19 Coronavirus spreading, is it safe to fly? The Centers for Disease Control and Prevention (CDC) says yes. From their site: Because of how air circulates and is filtered on airplanes, most viruses and other germs do not spread easily on airplanes. Although the risk of infection on an airplane is low, travelers … Continued

United Airlines should learn that you can’t create consistency with a lottery

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United Airlines attempted to replace its employee bonuses with a lottery. This is a “motivational” idea so stupid that, after the employee backlash, the company had to “press pause” on it. Ironically, the plan was an attempt to encourage employees to be more consistently caring — but a plan like that shouldn’t start with random … Continued

United Airlines and the cost of being hated

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I’ve analyzed lots of corporate screwups in this space. Most of those companies will recover just fine. But a few now have a permanent reputation for being a bad and hated company, with real costs that will continue for decades. Let’s look at some of the corporate stupidity on display in the last year or so and … Continued

United breaks passengers (and apologizes feebly)

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I didn’t want to write another United Airlines post, but so many of you insisted — and United’s apology is even lamer than the one from two weeks ago. On an overbooked flight from Chicago to Louisville, United Express needed space to ferry four crew members to another assignment. After an $800 bribe persuaded only two passengers … Continued

Everything United Airlines did wrong in the Denver Leggings Incident

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When several teenage girls wearing leggings attempted to board a United Airlines flight in Denver, the airline blocked them for “inappropriate dress.” As the airline explained on Twitter, the girls were “pass riders” — dependents of employees using free standby tickets — subject to a more stringent dress code. United’s policy is wrong, and it … Continued