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The imitable Brian Sumers is reporting this week that United is ratcheing up its customer service on the battlefield — or in plain English — in airports and aircraft. Starting soon, airline agents will be able to give out vouchers of up to $125 (depending on your elite status) for flight disruptions, whether that’s a delayed flight, a broken seat or anything on the spectrum of things-that-can-go-wrong while flying on United.
All of this seems to be part of United’s apology tour, an effort to reconnect United with its estranged body of consumers and establish the airline once more as reliable.
Short of the macroeconomic problem of consumers vs. United though, the voucher program is simply good customer service. Agents should be empowered to fix problems as they appear and should be given the power to do so. With these new vouchers in play, hopefully there’s now an easier path to conflict resolution.
Social Quote of the Day
The FCC, lodging industry and tech experts really need to come together on this topic & find viable solutions.
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This week’s Whine About It is about airline travel. Enjoy it.