Full Video: United Airlines Chief Customer Officer at Skift Aviation Forum 2022
Photo Caption: Linda Jojo (left), chief customer officer for United Airlines, in discussion with Brian Sumers, editor at large for Skift, at Skift Aviation Forum in Dallas. Dylan Pacholek / Skift
Skift Take
Even more important than introducing innovative products is learning whether and how people will use them. United Airlines seems to be paying attention to that, and the company is willing to nix something if it doesn't work.
Linda Jojo, chief customer officer for United Airlines, described a slew of ways the major airline is changing the customer experience during the Skift Aviation Forum in Dallas.
A major piece of that is digitizing service throughout the whole customer experience, including current experiments with biometrics. The airline is taking innovation ideas generated from within the board room as well as outside of it, and monitoring how well those ideas go over with customers.
“It's really about giving customers choice, and increasingly people want to use digital to get through airports,” Jojo said during the on-stage interview. “We're doing a lot of innovation at our gates right now with technology, and we're watching how people are using it."
Another big topic during the discussion was airline food: why it’s not been great, how it’s getting better, and how customers now have more options.
Watch her full on-stage interview w
