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In an Eye-Opening Announcement, United Airlines Claimed It's Going to Finally Tell Passengers the TruthRecently, United Airlines has been on something of a please-the-passenger kick. Which is better than kicking the passenger for pleasure, surely. Last week, I wrote about how the airline is finally introducing a long-haul Premium Economy Class -- called Premium Plus -- something passengers have been craving for, oh, 25 years. Now, United is getting positively giddy. It's decided to start telling passengers the truth. Yes, the whole truth. (www.inc.com) More...
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Having spent 22 years with one of the majors in the U.S., and having worked at the gate, and in the system Operations Control Center, I can tell you that lack of information at the local level is a problem with ALL carriers. You may have 1 person in control of hundreds of decisions that impact a large number of flights that is trying to sort things out and therefore no one knows what is going on. When a delay is due to weather or late arrivals or other things that are easily determined, just tell the Agents and Crew and their passengers the truth. When it is something larger, the truth still is a good policy while decisions are being made. One thing everyone has to realize is that airlines do not have a bunch of aircraft sitting on the ground just waiting to be used as backups. If it is airworthy it is probably flying; if not, it should be out of service and on the ground. Communication is always the hardest thing, but should be the simplest.
From this article I get ... that United is going to begin notifying passengers of upcoming delays more promptly than in the past. The headline certainly isn't stating the subject.
This has to be one of the worst-written articles ever linked to this site. 26 paragraphs and only two longer than one sentence. Where did this guy learn to write, in advertising?
Completely agreed. It's actually painful to read the article.
Does this actually mean that United is admitting the fact that they lie to passengers?
Airline truth - surely an oxymoron !