Stop Marketing.

Start Engaging.

#045: How Airline Apps and Employees Can Make Traveling a Pleasure

Subscribe on iTunes
RSS Feed

On this episode of the UnPodcast, we discuss both good and bad examples of how airlines make things better (or not) for their customers.

Among other things, we discussed a major mistake United Airlines made when responding to a customer complaint, how a Frontier Airlines pilot turned a delay into a party, and how Malaysian Airlines once again put their foot in their mouth, with a distasteful promotion.

Nobody ever intends to offend anybody. [Tweet This]


Other topics include:

  • [00:02:21.03] Why you shouldn’t try new foods
  • [00:03:00.26] Why Alison loves going through the Starbuck’s drive through
  • [00:05:29.14] How Delta regained my loyalty
  • [00:10:21.10] How to reduce the number of customer service reps while increasing customer satisfaction
  • [00:12:17.03] Why people don’t use apps, and why you should still create them
  • [00:14:51.08] Some of the worst advice companies receive
  • [00:15:40.11] What makes apps usable
  • [00:19:37.11] What caused three flights to land prematurely in a week
  • [00:20:24.22] A basic expectation you should have when you get on a plane
  • [00:21:50.08] An unspoken understanding in business class
  • [00:24:21.15] Out of the hundreds of airlines, this is the only one not allowed to have a bucket list contest
  • [00:27:31.04] How one airline pilot used his own money to turn a delay into a party
  • And so much more. . .

    Data is nothing without context. [Tweet This]


    Items mentioned in this episode

  • Delta Airlines Apps
  • The Book of Business Awesome
  • UnMarketing
  • British Airways Concorde
  • Pilot buys pizza for delayed passengers
  • United Airlines forgets to fill in the blanks in response to passenger complaint
  • Malaysia Airlines forced to pull ‘Ultimate Bucket List’ flight giveaway
    Video provided by: AtomicSpark
    Audio recorded by: Wayne Cochrane Sound