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