Coming from Charlotte, it’s rare that I fly anything other than USAirways (the only airline based here), but this week I had a chance to experience the new Continental/United airlines. Several things impressed me….and one disappointment.
- First, the disappointment. Any airline that flies commuter jets on a three hour leg, really should consider changing the seats. Something about these older commuter airlines – I’m not sure who designs these seats, but there ought to be a requirement that the airline try them before buying them.
Now for the upside…United Airlines
- They actually served a complementary hot meal!
- More leg room, even in the cheap seats.
- Having the Gold Star/Elite line (nothing new here) is better than the the USAirways line where everyone crowds into the same line regardless of their zone.
- Flight attendants were helpful and friendly.
- In flight entertainment – USAirways ripped all of their stuff out! (There is a charge for this, but at least it’s there)
- A promise from their CEO to upgrade the seats.
I think companies under estimate the customer experience, especially those companies in the transportation business. When was the last time a train attendant made you feel welcome or treated you like they were honored to have your business. Buses, airlines, etc. This is simply a culture these companies have built – they have allowed the people working these customer facing jobs to see this as, just a job, and not an event. When you pay several hundred dollars for something that lasts a couple of hours, it should be a great experience! I should want the trip to last longer, and look forward to the next one. Why not?
© 2012, David Stelzl