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On this episode of the UnPodcast, we discuss both good and bad examples of how airlines make things better (or not) for their customers.

Among other things, we discussed a major mistake United Airlines made when responding to a customer complaint, how a Frontier Airlines pilot turned a delay into a party, and how Malaysian Airlines once again put their foot in their mouth, with a distasteful promotion.

Nobody ever intends to offend anybody. [Tweet This]

 

Other topics include:

  • [00:02:21.03] Why you shouldn’t try new foods
  • [00:03:00.26] Why Alison loves going through the Starbuck’s drive through
  • [00:05:29.14] How Delta regained my loyalty
  • [00:10:21.10] How to reduce the number of customer service reps while increasing customer satisfaction
  • [00:12:17.03] Why people don’t use apps, and why you should still create them
  • [00:14:51.08] Some of the worst advice companies receive
  • [00:15:40.11] What makes apps usable
  • [00:19:37.11] What caused three flights to land prematurely in a week
  • [00:20:24.22] A basic expectation you should have when you get on a plane
  • [00:21:50.08] An unspoken understanding in business class
  • [00:24:21.15] Out of the hundreds of airlines, this is the only one not allowed to have a bucket list contest
  • [00:27:31.04] How one airline pilot used his own money to turn a delay into a party
  • And so much more. . .
  •  

    Data is nothing without context. [Tweet This]

     

    Items mentioned in this episode

  • Delta Airlines Apps
  • The Book of Business Awesome
  • UnMarketing
  • British Airways Concorde
  • Pilot buys pizza for delayed passengers
  • United Airlines forgets to fill in the blanks in response to passenger complaint
  • Malaysia Airlines forced to pull ‘Ultimate Bucket List’ flight giveaway
  •  
    Video provided by: AtomicSpark
    Audio recorded by: Wayne Cochrane Sound

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