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How Tone Deaf Can a Company Be?

175x175bbWhile Skift may admire the "honesty" of United CEO Scott Kirby, one has to wonder how people like this have risen to run massive companies and command insane compensation packages.

If consumers don't like something about the product or experience your company provides, the right response is to acknowledge the discontent and say you're working on a solution.

Instead, Kirby has just told his customers that don't like cattle car seating to get used to it.

While research certainly supports that travel consumers will often favor price over pitch...that's no reason to doom customers to a horrible experience.

Bill Geist

Bill GeistBill Geist

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