Lessons Learned from United Airlines’ BAD Customer Service

By now, we’ve all heard the recent story of how a United Airlines passenger was forcibly removed from an airplane. See article.

Real World Story:

Let’s review the facts of the ordeal.

1. Before boarding, passengers were offered $400 to give up their seat. No one obliged.
2. After passengers were boarded, passengers were offered $800 to give up their seat to air crew members. No one obliged.
3. Four people were “chosen” to leave the plane. Three reluctantly obliged. One did not.
4. Security officers enter plane and physically take fourth “chosen” passenger off plane.

After the event:

1. One day later, CEO makes announcement praising his employees.
2. United stock plummets.
3. Several days later, CEO makes another announcement apologizing for what happened.
4. Days after that, United reimburses ALL passengers for their airfare.

Strategies that Turn it Around:

Could this event have been prevented? Could someone have made a better decision? Could the CEO have said or done something differently?

1. Be proactive. Negotiate giving up seats BEFORE people board. If there are no takers at $400, keep raising the offer until the allowable maximum amount is reached. From personal experience, I’ve NEVER seen an offer of $1300. Usually, people will run to give up their seats for at least $600.
2. Know the rules. The maximum amount that CAN be offered is $1300. Why United stopped at $800 is a mystery. How much more will United lose now due to this incident? A lot more than $1300 is my best guess.
3. Think outside the box. If there were STILL no takers at the $1300 maximum amount, which I highly doubt, why not start with the people who have the most flexible travel schedule. Students tend to have more flexible schedules and could use the extra money or voucher. In situations like this one, transparency of how passengers were chosen is best.
4. Think before you speak. While it’s admirable for a CEO to support his or her employees, perhaps having all the details of an incident first before making any announcement can reduce added damage to an already volatile situation. It is NEVER right to physically hurt someone just to follow protocol.

Remember: Before resorting to extreme actions like physical altercations, always try to resolve problems by taking a minute to think about all the possible alternatives available to you. Physical abuse of customers is never an acceptable alternative when they pose no threat to themselves or others.

What do YOU do when customers or employees violate “the rules”? I would love to hear your stories and tips.