Comments on: Thanks For Flying With Us. Please Give Us All Your Money.

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By: Rob

Rob — Mon, 23 Nov 2009 23:07:44 +0000

No. It’s the media professional’s fault if they aren’t taken seriously after presenting themselves as being experienced customers within a given industry, using that industry’s terms interchangeably, and then specifically asserting that they know the meaning of the terms when that turns out not to be the case.

By: John

John — Mon, 23 Nov 2009 20:53:13 +0000

@Rob. Sheesh, come on. When I said “direct” I *meant* non stop, OK? SWest doesn’t have non stop! Somehow it’s the customer’s fault if they misuse airline nomenclature?!

By: Rob

Rob — Mon, 23 Nov 2009 20:35:01 +0000

John,

Give Southwest a try, you may actually like it and indeed they "get" customer service.

Also, your threat to take your business elsewhere as soon as another carrier offers direct service seem fairly benign given that Southwest does indeed offer direct flights.

I could be mistaken but that is likely the point behind the other commener's assertion that you don't know the different between direct and non-stop. In any event, it doesn't exactly lend credibility to your threat.

By: OC Seo

OC Seo — Sun, 22 Nov 2009 22:32:51 +0000

Having grown up traveling on various airline carriers since about 3 weeks of age - and coming from an entire family of airline professionals I can tell you this:

Whenever you approach airline travel with the expectation that your preferred status will actually result in preferential treatment - prepare to be disappointed.

Airline travel, no matter how much you pay is more than just a service it is a privilege that many will never experience. It is one of the few experiences in life that you completely transfer your well being and safety over to that of trained professionals.

As Frank said there are levels of complexity that are beyond consumer understanding.

Finally, don't make the mistake that you matter - because from the standpoint of the airline you don't.

By: John

John — Thu, 19 Nov 2009 22:50:29 +0000

OK guys. Thanks for all the comments. In particular, the critical ones, which keep me honest. So, honestly:
1. If you think my mistake at calling the damn program "Executive Premiere" vs. "Premiere Executive" is damning, I suggest you go pound sand. You know what I meant, and somehow, I don't think mixing up the damn words in any way means I "don't know United." Man, do I know United. I've flown a million or miles on the airline. Perhaps the reason I don't know the program's proper nomenclature is because its not so good at branding itself? But if you want to blame the customer, go nuts.
2. Yeah, I know direct is not non stop. And your point is?
3. I DID call the PE line. But not at first. I called it second. Why? Because my contact program listed UA's main number first. So sue me. I'll change that. But again, your point?
4. About "doing it all online." No way in hell. Do you have three kids and a bad back and a need to figure out complicated multi-class fares and upgrades? It simply cannnot be done online. Sorry. Need a human.
5. I HEAR YOU ALL on the topic of Thanksgiving. I KNOW it's a bad time to try to get a good fare. I just didn't expect it to be more than two grand a seat for economy.
6. United never "bowed down" to me, nor do I expect any special perks. United did finally capitulate to my demands that they not overcharge me, but it took two hours of my time to make happen. Never once did my "status" as a million mile flyer or a blogger come into play. My point was to tell a story, one that I sense a lot of folks have endured. It's a story of a company that is tone deaf to its customers, and has put into place systems that most of us simply cannot understand. Some of you can, and I appreciate that you can. But honestly, it's not realistic to expect this of your customers. It's fatally flawed.
OK, enough.

By: Peter K.

Peter K. — Thu, 19 Nov 2009 22:17:28 +0000

John, you're getting slapped around pretty good all over the internet because of this post appearing on The Business Insider.

We all have bad days. You should have taken a deep breath before clicking on the "send" button though.

No need to go on a four letter word filled tirade because we're hurting your feelings. It's just all part of maturing process.

BTW.. "We know you had a choice. Thank you for flying United."

By: Warren Thomas

Warren Thomas — Thu, 19 Nov 2009 06:14:22 +0000

Great idea in my opinion.

http://www.iwcommunicationsonline.com

By: Simon Chen

Simon Chen — Wed, 18 Nov 2009 13:38:04 +0000

John, I find your rant disappointing to say the least. I've been a loyal reader of yours for years. And I flew all the way from Australia to attend 2 Web Expos and 1 Web Summit.

I think I know your style. And this clearly is not it.

Everyone has a bad day now and then. Obviously this was yours.

I admire your insight, your obvious passion for the web, your elegance on stage when interviewing the Zuckerbergs', the Ballmers, the Murdochs of this world.

What I dont admire is that you used a forum which you have worked hard to build to vent about a day in the life of John Battelle which went pear shaped.

The thing is this. No one really cares. Especially given that you didn't engage US (your readers) in the conversation. You simply yelled.

I'm a United Million Miler and 1K. I've never been treated by UA like this. Ever.

I know how the system works. And even I know (as an Aussie) not to try and book flights the week prior to Thanksgiving. But if I had to (like you chose to do), I would have done it all online.

Sometimes you need to trust the system. In this case, the system didnt fail you. You failed it. Period.