It looks like United Airlines, the carrier best known these days for breaking guitars, is finally going to fix its brand. Well, they are going to ‘try’ anyway.  
The airline with reportedly ‘the worst’ customer satisfaction rating according to the University of Michigan’s Customer Service Satisfaction rankings, is going to try and win your business back by fixing up its Red Carpet Clubs, gates and older planes. They also hope to revamp all the planes from its defunct brand ‘Ted’ back into United planes.  http://bit.ly/6KUpjd

Well, I’m flying United 14 hours to Sydney three weeks from today, and while a newer plane and a nice gate to sit at will be pleasant, it’s really how they interact with their customers that matter most. 

Dear John Tague, President of United,

Thanks for fixing your old planes, because I hear the one I’m flying to Sydney is an old tin can.  I am not a Red Carpet Club member, so fixing your clubs will do little for me, your regular flyer.  I am only taking your airline because the fare was $630 R/T from LAX to Sydney. 

What would help is if the people at check in were friendly and actually had personalities.  It would be helpful if you didn’t overbook your flights as well, so that most people can get where they are going with some level of certainty.  I also understand that I may have to pay for movies, food and alcohol, even on this long haul to Australia.  Lastly, please, pretty please, DON”T LOSE MY LUGGAGE!! It’s got every expensive pair of jeans I own in it, not to mention my $300 hair straightener.

I, and most travelers are ok paying $20 more a ticket or even $50 more a ticket to not be nickeled and dimed on our flights.   Regardless of price and the look and feel of your planes, be kind to your customers.  Invest in customer service.  Brand changes come from the top, down.  If you really want to change, listen to your PR agency and show your employees what customer service is all about.  You can’t save your way to prosperity, my friends.

See you in three weeks and I hope to have a half-decent experience.

Best,

Robyn