United Airlines

Social Media helps Dave Carroll tell his customer service story

February 5, 2010

In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact.  Some people estimate 100 million people saw his video. You see, United Airline [...]

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United Airlines provides today’s (unfortunate) customer service example

September 29, 2009

Here’s why so many companies have a customer retention problem. Ironically, this customer service example is from a Los Angeles Times article about how airline customer service has improved during the recession. United Airlines lost a customer’s bag that had medication in it. So the customer had to replace the medication for the duration of [...]

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To improve customer service get back to basics

September 29, 2009

Here is your Daily Dose of Amazing Service: Get back to the basics And here are some additional thoughts on this topic… I read a news item recently that quoted well-known venture capitalist, Anthony Lee on the state of customer service in his industry. He compared them to United Airlines, which says plenty. More interesting [...]

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Airlines ranked for customer service; Continental dominates

July 2, 2009

J.D. Power and Associates has released their 2009 North America Airline Satisfaction Study. Here’s how the major US airlines rank:

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