When it comes to customer service, even the world’s most prestigious brands can get it wrong. Consider the recent service missteps of United Airlines that put policies before passenger needs. In one instance, the [...]
Like clowns spilling forth from a tiny car, tales of United passengers wronged are grabbing headlines. Airlines, like health insurers and internet/cable/phone companies, are the corporations we love to hate. We depend on [...]
By now you've seen the video. United Airlines had a customer dragged off its plane. And all the while, other customers recorded the incident on their smartphone. Today, the airline is a punchline. But let's [...]
