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But, Does that Make it Right?

United-andrew-levy-courtesyWe opined before regarding how tone deaf United Airlines leadership has been, as of late. But, whoops, they've done it again.

United CFO Andrew Levy recently uncorked a doozy at an investors conference. Now, mind you...this is a CFO talking, not a CMO talking. But, say that “people are really not surprised” at how horrid the Economy Plus experience is, given the ire on Social Media?

I'm a customer that United should want (I think). I fly a lot. I'm a million miler (not that I'm proud of that). Then again, maybe they want to be the airline of the masses. The unsophisticated hoards that clog TSA lines and make flying akin to a root canal.

But, the hubris of believing that you can provide a sub-standard product that customers hate by keeping prices $10 or $15 lower is a recipe for a consumer revolt.

I guess that's why I don't run a major airline. I could never knowingly provide such a horrible experience...and chuckle in my customer's face.

Bill Geist

Bill GeistBill Geist

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