United isn’t known for its social media prowess. Particularly on Twitter where it has a minimal presence compared to other domestic airlines. Yesterday afternoon I saw a rare retweet from them that linked to a third-party article. Intrigued, I clicked in to read the article. It was written by Peter Shankman, a well-known entrepreneur, author,…
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United’s Generous Compensation, Yet Impersonal Reply About My Cancelled Flight
I posted last week about how I proactively rebooked myself and was able to keep my upgrade after my United Airlines Sydney to Los Angeles flight cancelled. The next day, I emailed ‘1K Voice’ asking for compensation for the 24-hour delay and subsequent expenses incurred for an extra day in Australia. I further explained that…
United’s Smisek Apologizes, Front-end Improvements Coming to SHARES
Tidbits of information about forthcoming improvements to SHARES, the reservations system for United Airlines, were revealed during the second quarter earnings call last week. In addition to apologizing for a range of customer disservice issues we’ve all experienced since March 3 (seat assignments falling off, missing upgrades, miles not posting, etc.), CEO Jeff Smisek said,…
Interview with the head of American’s social media team
I previously posted just how impressed I am with the folks running American Airlines’ Twitter account. They’re active, responsive and professional, yet also know when to throw in some personality and have fun. If you follow @OneMileataTime and @AmericanAir, you’re in for an occasional treat of playful and hilarious banter. I finally got around to…
I DO have a complaint about American Airlines
I realize I’ve been quite the cheerleader lately for American Airlines. My experiences flying with them and communicating with their social media team have been stellar since last year, and I’m happily on my way to qualifying for Executive Platinum for 2013. However, as I’ve started to fly them and book more tickets with regularity,…
Why an American-US Airways merger worries me
In my daily Google alert email for American Airlines, I see multiple articles about the ever-increasing possibility that US Airways will be successful in making a bid for American. And deep in my gut, I think it’s gonna happen. I have absolutely no insight into the economics of such a merger, but if I were…
Haven’t received your 2012 MileagePlus credentials? Me either
It might seem petty to be anxiously awaiting the arrival of my 2012 MileagePlus credentials, but as most of you know, Star Alliance “lounge dragons†demand a valid card for entry. I’ve witnessed many people turned away after not being able to present a current card even though their Star Gold status is clearly evident…
United Airlines in the wee hours of March 3, 2012
There have been oodles of articles this week noting United Airlines’ system migration from Apollo to Shares this coming weekend, but very few offer any type of inside scoop as to what exactly will be happening. I found this one from a travel agency perspective that sheds a bit more light on the process and…
How to navigate your MileagePlus account… ERROR 404
Just a quick post to note my discomfort with United’s homepage this afternoon. You know that central windowpane that features scrolling specials and other updates? Here’s one of the items appearing right now and it looked new to me, so I decided to click in to see if it contained any information different from what…
Meet “Premier Status Peter,” birthed by a consumer airline study
The PR firm for PricewaterhouseCoopers (“PwCâ€) sent me a link to an interesting study PwC recently completed and published focusing on strategies the airlines should be incorporating to ensure they’re meeting the needs of both business and leisure travelers. I could write-up multiple posts covering the entire Experience Radar 2012: Customer Insight for the US…