I don’t love United Airlines coach seats, and there’s little on a standalone basis about the carrier that is best in the world other than their mobile app. But collectively things seem to be improving. At least their employees believe it, and sometimes that’s enough.
One 91 year old reader – who is still a working actor – shared a story about United that shows initiative, customer service, and just what United employees can and sometimes will do to take care of a customer.
I am 91 years old. I love that I am still able to work in a challenging, self-created career. I have an active social and political life in my community. But, my attention to details has never been perfect and I think my age aggravates that.
…I mistakenly booked the wrong United Air flight on my return from a visit with Chicago based family to my New Jersey home over this holiday weekend.
…Back in November I thought I was booking a midmorning flight returning from [Chicago O’Hare to Newark on Sunday], 12/29/24. But, distracted that day by some pressing issues, I actually booked a First Class seat on a 9pm-ish flight on 12/29/24 that would have landed me back in Newark well past midnight 12/30.
I didn’t realize what I’d done until I went online on 12/28 to check into my flight. So, I called United’s Customer Service. I explained to the agent I had made the mistake and asked if I could change to a morning or mid-afternoon flight on 12/29/24. The rebooking would cost me more than $1,000. I was so shocked, it was the only part of the price that I recalled. She may have said $1,999 or just $1,000.
I told her politely, that I thought the price was extortionate just to correct an honest mistake…I added that I would have to stay with the original reservation.
There was a momentary silence at her end. Then she said, “I see you are almost 92 years old.” I had not made mention of that fact. But, in the opening dialog of the call, she had confirmed my usual information which included my early 1933 birthday.
She said, “Let me see if there is an alternative. Please stay on the line while I speak with someone.”
Every few minutes, during the next 45 minutes, she reopened the line, asked me by name if I’m still there and repeated the request that I stay with her. Eventually she returned with the news that I was rebooked on a flight that got me back into EWR late on the morning of 12/29/24. No charge for the rebooking.
I took my first flight in 1953. I spent some of my busiest years flying all over the world, sometimes as often as three or four flights a week, for business. I think I may have been on every US airline that existed between then and the late 1970s. I have never once experienced that level of Customer Service.
I wish I had thought to get the name of this United Airline Customer Service rep who showed such proactive and time consuming attention to an old man. I am sincerely grateful to her. I wish I could publicly say her name. I applaud United for having staff like her and internal processes that produce this result.
I’ve asked United to track down the reservations agent who spent nearly an hour and successfully waived change fees for their 91 year old customer who had made a mistake in his booking.
The airline under CEO Scott Kirby has been reinventing itself. Employee morale started trending up under Kirby’s predecessor, Oscar Munoz.
Their ConnectionSaver technology actually helps passengers avoid getting stranded. They’re actually installing seat back screens in a 180 from their earlier approach. And they’ll eventually go from industry worst wifi to best with Starlink.
Soon they’ll be offering wine competitive with the best carriers in the world in business class.
I’d say though that this story is how you win customers, one at a time – except there isn’t that much business left to win, even from a relatively frequent flyer, at age 91. Instead it’s doing the right thing when you think nobody is looking.
In the late 90’s, United ran three-year long ad campaign “Rising.” Employees were no longer supposed to refer to the Friendly Skies. The rising message was meant to communicate to business travelers that United was providing better service than other airlines – only they weren’t, really. The message never caught on, and was scrapped for 2000. Things began turning south for the carrier for unrelated reasons.
While there’s still plenty for travelers to complain about at United, and they do, maybe the rising message was just 27 years too early?
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