Comments on: Be Here Now Marketing: How United Airlines Can Take Advantage of Flight Delays

By: John Kantor

John Kantor — Wed, 13 Aug 2008 10:07:52 +0000

You’re living in a fantasy world. The US Airline system is designed to look at coach passengers (no matter how many miles they fly) as freight – just paying for the gas so that they can make profits off the big spenders in Business and First Class.

It’s the same concept that Detroit used in the 70s, 80s, and 90s – make crappy small cars to appease the government and make your profit on the (unfortunately also crappy) big ones.

And their answer today to thee financial problems they face is to cut “service” even more – while simultaneously raising prices.

You couldn’t ask for a better prescription for industry suicide.

The real answer is the same one that always works: provide your customers with good service and they will pay a fair price for it.

By: Kenya

Kenya — Tue, 08 Jul 2008 22:38:45 +0000

The problem with the airlines and many other companies is that “this is the way we’ve always done it” mentality. Seriously, you need to get this in front of influential folks at every airline out there. If they were doing some of these things they would surely not lose so much business to the low cost airlines. If I’m going to be treated like crap, I’d rather pay less for it.

By: Lan Bui

Lan Bui — Sun, 06 Jul 2008 02:22:25 +0000

Wow, now how do we get all of the airline CEO’s to read this?

By: Roxanne Darling

Roxanne Darling — Sat, 05 Jul 2008 21:01:51 +0000

Wow Neenz, what haven’t you done?

Thanks so much for your input here. It is hard for me to imagine how companies can act so apparently irrational – having information “from the other side” is really helpful in moving the discussion (and problem-solving) forward.

I really am more interested in solving the problem than having a bit**fest. You’ll notice I didn’t ask for money compensation either (why bother? The airlines don’t have it.

Some of the items you mentioned can now be done by technology; others can be done by other vendors wanting to access the business traveler – instead of buying the comfort kits other companies would offer them free, as a marketing expense to the provider.

Your contribution to “crowd sourcing” can get a handle on this for the airlines if anyone out there is listening. Are any airlines listening?

I posted this link on my UAL Survey response. I’d love to hear from UAL – what it’s like from your point of view.

By: NEENZ

NEENZ — Sat, 05 Jul 2008 09:55:00 +0000

Frustrating, yet simple, common sense solutions. I worked for Continental Airlines pre and post 9/11—the solutions you offer were a standard for any and all delays.

Stations were set up for complimentary beverages (for everyone, not only those delayed because how would you really know). Amenity kits (for both male and female) were available at all gates, customer service and check-in counters. All agents were briefed on the amount of vouchers for meals, transportation and lodging – and were then authorized to write ‘em out. Passengers were directed to the Customer Service Center that doubled with agents under these circumstances, but any gate or check in counter could provide the same service.

Canceled or overbooked flights? Passengers were probably given a voucher equivalent to there purchase price.

And, unaccompanied minors whom experienced any sort of delay in separation from their families had an agent assigned to them from the minute they got off of their flight until boarding their next even if it meant that agent had to sleep in the hotel room too!

Sure, it didn’t work out as planned and the human element is always the most unpredictable, but as a company there was a plan to make sure things were seamless.

I don’t know how it is today, but I agree, especially for the airline industry it’s time to evaluate the total situation.

And, that’s my two rolls of pennies! :0)