United Says It Is Working Hard to Become More ‘Flyer-Friendly’
Skift Take
Passengers do choose what airline to fly based on network advantage. Fares too. But it is good to see any airline work to turn around a blemished image by focusing on the customer. Friendly never hurts.
Despite years of substantial hiccups and challenges after its merger with Continental Airlines, United Airlines insists it is committed to delivering on the original promise of ‘the Friendly Skies.’
“After the merger we really take a step back to see what we wanted our brand promise to be: the world’s most flyer-friendly airline,” United’s Managing Director, Marketing and Product Development, Mark Krolick, tells Skift. “Everything we’re doing is all supporting that idea.”
And United has been busy. From little comfort details like the new in-flight amenity kit partnership with Cowshed spa products, to more substantial improvements like a fresh menu revamp, to the slow roll out of a new personalized website, and a massive investment to improve customer-facing space at LAX; to the most recent announcements of an airport way-finding and service search feature added to its app, and a complete refurbishment of its 767 fleet, United keeps working on that flyer-friendly goal.
Krolick acknowledges the airline has not always delivered on it
