Paul J Daly’s Post

Nobody wants to become a regular at the local terminal bar. In just about every aspect of life, oversharing is typically a no-no. In the airline business, however, transparency around delays and cancellations and the reasons behind them can be hugely beneficial. It seems that no carrier is better at this than United Airlines and achingly so. There's nothing worse than being stuck at a terminal because of a flight delay or cancellation and joining the hoards of other passengers at the counter with the ticket agent. Worse of all, the ticket agent knows little about what's actually happening amid scrambling to rebook what could be hundreds of passengers. If you've taken United, you're probably familiar with the flurry of texts, emails and mobile alerts covering everything from departure time, gate changes, delays and cancellations, and even weather reports. On the surface, those messages are what every passenger needs from other carriers. Think about it. Uncertainty or simply having another obstacle thrown your way without explanation opens a Pandora's box of emotions ranging from anxiety and stress to frustration and anger. But as human nature will tell you, some find overcommunicating and the volume of messages itself can be stressful. Knowing too much vs knowing too little can sometimes be a no-win situation. Personally, overcommunicating is a welcome development when it comes to air travel especially for an industry that in the past hasn't really been good about it. Travel is already enough of a headache for passengers as they dodge long lines, cross fingers their baggage shows up where they're going, and deal with excessive fees. Even if the flight is delayed because the pilot is taking longer than expected in the bathroom, that's likely better than the uncertainty that comes with not knowing why you're trapped at the terminal https://lnkd.in/gTNAQ7Bu #airlines #unitedairlines #travel #culture #communications #transparency #vacation #passengers

✈️ Navigating the Skies: United Airlines’ Transparent Approach to Delays ✨Introduction Air travel complexities and recent disruptions have added to the challenges for both airlines and passengers. United Airlines has faced significant delays and cancellations, leading to frustration. This article explores United’s efforts to address these issues transparently from a customer experience (CX) perspective. 📜 Historical Background Founded in 1926, United Airlines has grown into a major global carrier. The COVID-19 pandemic reduced travel demand drastically, causing operational cutbacks. As travel demand rebounded, United faced new challenges like staffing shortages and increased passenger volumes. 🚧 Significant Milestones United Airlines encountered pivotal moments, particularly during the summer of 2023, with significant delays and cancellations. These disruptions tested the airline’s resilience and underscored the need for improved operational strategies and customer communication. 🌐 Impact on Society/Industry United’s delays and cancellations impact passengers and the airline industry. These disruptions highlight the necessity of effective communication and support. Passengers face missed connections, increased stress, and a tarnished travel experience, emphasizing the importance of robust operational strategies and a customer-centric approach. 📈 Transparency and Customer Satisfaction United Airlines now prioritizes transparency in updating passengers about delays and cancellations. Providing detailed explanations via texts, emails, and weather maps, the airline aims to keep passengers informed. This shift towards enhancing customer experience through open communication has led to a 5% increase in customer satisfaction scores. 🔍 Legacy and Future Outlook United Airlines remains committed to improving operations and enhancing the passenger experience. The airline is investing in advanced technologies and strengthening its workforce to better handle rising travel demand. By focusing on transparency and communication, United aims to rebuild passenger trust and solidify its industry leadership. 🤔 Conclusion United Airlines’ transparency initiative highlights the importance of customer experience in modern air travel. While challenges persist, they present opportunities for airlines to improve communication and reliability. Passengers can expect a more transparent and satisfying travel experience. 🔗 Call to Action Share your thoughts on how transparency and communication can improve the passenger experience in air travel. Join the conversation about the future of customer experience in the airline industry. https://lnkd.in/eYNZkcKM #Aviation #Travel #CustomerExperience #UnitedAirlines #AirlineIndustry #TravelTips #CX #UX #Innovation #PassengerExperience

United Airlines is revolutionizing transparency in flight disruptions. Rather than vague notifications, they provide detailed explanations via texts, emails, and gate signs—even when the delay is their fault. Passengers appreciate updates like, “Your flight is departing late because we needed to finish cleaning your plane.” CEO Scott Kirby prioritizes this transparency, enhancing the travel experience. Businesses can learn from this approach: clear communication, empathy, real-time updates, and CEO involvement foster trust and loyalty. #TransparencyMatters #CustomerExperience #UnitedAirlines.

As a frequent flyer, knowing why a flight is delayed alleviates stress. I was on a United flight from NY to LA that was delayed longer than the length of the flight (there was a deplaning and rebounding, no water or food provided.) I can only imagine if I had been taking that flight with a toddler, medical condition or a dog how much more uncomfortable it would have been. Respect is short these days, being transparent takes responsibility and shows respect for a clients' time and understanding. *This is why I always take a change of clothes and snacks of my own even on domestic flights. #accountmanagement #united #flying

Interesting approach by United Airlines. They are trying to overshare when it comes to flight delays, even when it is caused by weather or the airline itself. I wonder if an approach like this would help quell some of the additional misunderstandings the attractions industry sees. In an age where everyone with a cell phone can create a news event because of a sensor doing its job, getting noticed for the right reasons can be challenging in the attention economy, especially when it comes to social media and local news.

Remember the United Airlines fiasco of 2017? A doctor, dragged off an overbooked flight, made headlines worldwide. The incident was shocking, but what unfolded afterward was a masterclass in missed opportunities. United Airlines came under fire, and rightly so. Their initial response? Blame the passenger, and label him as 'disruptive and belligerent.' Such a tactic only served to fan the flames of public outrage. Then came the apology from CEO Oscar Munoz. It lacked sincerity and empathy. It focused on the inconvenience to other passengers, not on the mistreatment of the man at the center of the crisis. But that wasn't all. Leaked internal communications revealed a confused and contradictory narrative within the company. The result? Erosion of trust, a PR disaster, plummeting stock prices, and a blow to customer loyalty. What are the lessons here? Own your mistakes. Pointing fingers elsewhere only deepens the crisis. Don't underestimate the power of empathy. Acknowledge the human cost of your actions. Show genuine concern for those affected. Ensure your communication is clear and consistent. The disparity between internal and external messaging only breeds confusion and mistrust. Reflect, learn, and do better. Because, in a world where news travels faster than light, your response to a crisis can either be your lifeline or your downfall. Don't let it be the latter. #pr #publicrelations #casestudy #customerexperience

I encountered an example of great communication yesterday on American Airlines flight 1505 out of Dallas yesterday. It diffused any potential passenger resentment or anger. The incoming plane had come in a few minutes late, but the airline was efficient in turning it around and boarding the full flight quickly. We were soon standing on an approach path to the runway, waiting to be cleared for takeoff. We had waited for about five minutes when the pilot came on and explained that there was severe weather on our path out of Dallas Fort Worth and that they were waiting for ATC to re-rout us and other flights through a narrow corridor that was now being used for both incoming and outgoing flights. We ended up spending about 40 minutes stuck on the ground (in addition to 25 minutes’ delay in pushing back from the gate), and the pilot came on about four times to give us clear status updates on why the delay and explained what the ATC was doing about it. He also told us about a few different things that would partially make up for the delay and get us to our destination late by only a half hour or so. There were very few if any groans from the passengers around me, even though it was hot in the plane while it was waiting to be cleared for takeoff. I thanked the pilot as I was deplaning, and he explained he always communicates: 1) what he knows about the reasons for any delay; and 2) what the airline is doing to help offset it. He said it’s because he empathizes with the passengers and finds it frustrating when he himself is a passenger in a plane that is late and is not told these two things. Great example of good, transparent, proactive communication, and good use of emotional intelligence to defuse the situation!

Excellent article on Customer Service in spite of United Airlines recent challenges. The points made by their CEO are not just limited to United Airlines. What spoke to me most was the following statement by the author of this article Bill Murphy Jr. It's funny; just from my own experience, I realize I'll blow $50 on something foolish and consider it the cost of living an interesting life. But tell me you're going to charge $20 if I miss a reservation for a $50 dinner, and as much as I understand where you're coming from, I'll still avoid making the reservation. #Fact #CustomerService #ChangeFees #CustomerExperience #NonrefundableReservations #CustomerControl #SellingTheWayACustomerWantsToBuy

Well, here we go again! Southwest Airlines is the latest to feature in the Passenger Shenanigans Chronicles. Reports are flooding in of travelers allegedly faking mobility issues to switch up their seating game. Folks, this isn’t just a few bad apples; it's practically a fruit basket. Let's break it down: 1. **Fortunate Timing:** The convenience aligns perfectly for those cunning enough to exploit the loopholes in Southwest's boarding policies. Talk about strategic planning! 2. **Ethical Pitfall:** Manipulating the system isn’t victimless. Genuine passengers in need might face unnecessary skepticism. Our moral compass seems a bit skewed here, wouldn’t you say? Expect airlines to tighten up quickly. Bad news for the “temporarily indisposed,” but good news for actual fairness. What should we predict? - **Stricter Policies:** Airlines could introduce more rigorous checks. Are we looking at a future where mobility documents must be scrutinized like passports? - **Tech Investments:** It's a safe bet we'll see an uptick in high-tech ticketing systems aimed at minimizing these antics. AI surveillance anyone? Cynicism feels almost too effortless here. The reality feels like low-budget reality TV, yet here we are—watching, commenting, and wondering about human nature. In a world where credibility’s already hanging by a thread, could this be the final knot? To those out there genuinely in need, we see you. The community’s faith in sincerity isn’t gone. Just tested. As always. https://lnkd.in/emdgfXDV

Flown lately? Service stinks these days. Service and attention to detail matter. Or at least they should. Thankfully, most businesses in America are not run like the airlines, but imagine if they were? 1. Delayed would be the new early. 2. Grumpy would be the new kind. 3. Cramped spaces would be the norm. Luckily for the airlines, we don’t have many choices. It seems from one domestic carrier to the next, the experience is no different. And maybe they know that, and that’s why there is a lack of drive or initiative to change. Thankfully, in many other areas of our lives, we have the opportunity and right to choose who we work with. Investment and Financial Planning service providers are one of those areas. At Financial Concepts - Mississippi, I believe we set The Standard when it comes to care and advice. Not to say we are perfect and a ‘delayed flight’ couldn’t happen from time to time, but I can assure you it’s not what we are known for… and it’s the exact opposite of who we strive to be! If you are exploring your options when it comes to advice and service, we would love the chance to talk. #Service #AttentionToDetail #Care