Turbulence Subsiding, but the Seatbelt Sign Remains On for United

While I’d like to take credit for the full-page ads United Airlines finally was able to publish in many of the Top 10 Daily Newspapers yesterday, and for the eMail I received about the same time from CEO Oscar Munoz, it would be a bit of hubris for me to think my blog post from April 15th catalyzed these actions.....

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Failed Customer Centricity and a Brand Implosion: United Airlines

Like many of you I am mortified by what we all witnessed as social media exposed United Airline’s practices run amok this past Monday.  As a year-over-year 1K nearly 2-million mile United customer, I am deeply disturbed and seriously reconsidering the value of that loyalty. 

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