Comments on: Rants ‘n Raves Roundup – United’s Latest http://www.customerserviceftw.com/2009/11/12/rants-n-raves-roundup-uniteds-latest/ customer service = free word-of-mouth advertising. be careful what you advertise. Thu, 08 Jul 2010 06:11:26 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: Sara Onstine http://www.customerserviceftw.com/2009/11/12/rants-n-raves-roundup-uniteds-latest/comment-page-1/#comment-21 Sara Onstine Fri, 13 Nov 2009 01:53:38 +0000 http://www.customerserviceftw.com/?p=311#comment-21 I heard about Dave Carroll's second experience with United - what a blunder! I saw it go by on Twitter the other day that a pilot of theirs just got arrested for drunk flying. I'm a bit biased in the wrong way when it comes to United, but they just keep finding ways to make themselves shine!<br><br>Good point about Southwest - they shouldn't get a free pass - but man, are they good at what they do. I'd be interested to find out about their complaint department. (Hmm, seems there are a decent amount of results for "southwest airlines sucks" on Google. Might be an interesting post.) I heard about Dave Carroll's second experience with United – what a blunder! I saw it go by on Twitter the other day that a pilot of theirs just got arrested for drunk flying. I'm a bit biased in the wrong way when it comes to United, but they just keep finding ways to make themselves shine!

Good point about Southwest – they shouldn't get a free pass – but man, are they good at what they do. I'd be interested to find out about their complaint department. (Hmm, seems there are a decent amount of results for “southwest airlines sucks” on Google. Might be an interesting post.)

]]> By: barrydalton http://www.customerserviceftw.com/2009/11/12/rants-n-raves-roundup-uniteds-latest/comment-page-1/#comment-20 barrydalton Thu, 12 Nov 2009 15:59:02 +0000 http://www.customerserviceftw.com/?p=311#comment-20 Man, is United just getting bloodied recently...and fairly so. Interestingly (I'm hoping everyone at United cringed at this one), my colleague attended the Right Now Tech users conference two weeks ago where Dave Carroll was a keynote speaker. And, wouldn't you know it. he flew to Denver on United and they lost his luggage on the way to the conference. They wrote his keynote for him!<br><br>I understand that airlines is a lousy business to be in. But, good grief, if you're going to be in it, make a half hearted effort to think like a hospitality company, not a freight carrier. Hell, FedEx takes better care of my packages than the passenger carriers take care of us.<br><br>Side note - even though SouthWest gets customer service kudos, lets not give them a free pass just because, the bar has been set so low by their competition. (p.s. I like SouthWest. wish I could fly them more) Man, is United just getting bloodied recently…and fairly so. Interestingly (I'm hoping everyone at United cringed at this one), my colleague attended the Right Now Tech users conference two weeks ago where Dave Carroll was a keynote speaker. And, wouldn't you know it. he flew to Denver on United and they lost his luggage on the way to the conference. They wrote his keynote for him!

I understand that airlines is a lousy business to be in. But, good grief, if you're going to be in it, make a half hearted effort to think like a hospitality company, not a freight carrier. Hell, FedEx takes better care of my packages than the passenger carriers take care of us.

Side note – even though SouthWest gets customer service kudos, lets not give them a free pass just because, the bar has been set so low by their competition. (p.s. I like SouthWest. wish I could fly them more)

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