2017, July, 03

One airline gets it wrong, the other gets it right

Leveraging the full power of social media, frustrated passengers have recently exposed some very disturbing experiences on commercial airlines.  Given that providing exceptional customer experience is key to any business’ success, let’s look at customer sentiment about two airlines at opposite ends of the spectrum.

On one end is United Airlines, whose flight crew allegedly beat up and forcefully removed a doctor from an overbooked plane.  In response, customers have come up with these creative new slogans for the airline:

  • Our prices can’t be beaten...but our passengers can.
  • We put the hospital in hospitality.
  • We beat our passengers, not the competition.
  • Board as a doctor, leave as a patient.
  • Not enough seating? Prepare for a beating.
  • We treat you like we treat your luggage.
  • Now serving free punch.

In contrast, check out the story and reaction to the way Southwest Airlines handled an emergency for one of its passengers.  The contrast could not be more glaring, the lessons more evident:


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