United Airlines concerns us. In a time when many airlines are trying to get their act together, United seems to be making decisions to decrease the quality of their customer service. We’ve previously stated that we understand cuts are sometimes necessary, but there is a good and a bad way to approach them.
They’ve even earned the coveted Cranky Jackass Award from the Cranky Flier.
Effective September 2nd, they are expanding the removal of snacks to flights betwen 760-1149 miles(2-3 hours flying time) so they can sell a la carte snacks. Apparently, tests confirmed that paying for supposedly better quality snacks appeals to their customers. They are also increasing the price of buy on board items on October 1st.
On internationally configured airplanes…with three-classes operating domestically between hubs, they are eliminating all amenities and bringing staffing to FAA minimums. That makes the only differences, aside from the seat, between coach and the upper classes is that the beverages and buy on board option are offered free.
United is also eliminating complimentary meals on flights from Washington-Dulles to Europe, replacing it with buy-on-board options. It is as Cranky puts it, “death by a thousand cuts” strategy. If an airline wants to reformulate its experience to save money, or transition to a low-cost carrier, that is acceptable(if unpleasant). But meanwhile, United is trying to brand itself as a more luxurious airline than it is turning itself into. In a recent press release, which celebrates “the ongoing rollout of its new international service that provides customers with flat-bed seats in first and business class,” they point out their desire to make “distinct emotional connections between United and business travellers.”
The San Fransciso Chronicle points out in their article detailing this that any savings they might get from this will likely scare off many of their high-yield business class passengers. We can’t disagree.
“The challenging thing about business is that whether things are good or bad, you have to invest in your product for the sake of keeping customers and to make it harder for competitors to catch up with you. This does nothing to encourage people to pay more because you give more. They really make me question whether the inmates have taken control of the asylum.” – Henry Harteveldt, Industry Analyst