Whether it’s via a notification from your airline, travel agent, or just luck in checking a flight status, no one likes to find out your plane is delayed. In some cases, there are just no obvious alternatives, or all the later alternatives are sold out. Except for the flights you have no chance of making. Uh, not so fast…
United Airlines removed a bridal couple on the way to their wedding from their aircraft. After the debacle in Chicago and scorpions falling from luggage bins, one would think that United would do anything to avoid another public relations disaster about customer service. But, United may have been right in this bridal-couple case.
As a travel agent and an elite-level frequent flier with United, I deal with a lot of their personnel on a regular basis. Though the CEO managed to make matters worse, the low-paid weakest link in their customer service operation failed.
Few travel issues are more contentious than having families sit together on airplanes. Sure, nobody wants young children to sit by themselves, but that doesn’t mean that travelers who have booked way in advance or paid a premium want to give up their seats, either. The easiest solutions involve getting the seats right in the first place so families can sit together.
Like many stories that go viral, the United Airlines leggings story was not as simple as it first seemed. Yes, United denied boarding to girls who were either pre-teens or young teenagers because the girls were wearing leggings, not allowed by the United dress code. And yes, other passengers were upset. This brouhaha shows the importance of social media and the need for good training.