CUSTOMER SERVICE / CUSTOMER LOYALTY / SERVICE QUALITY | Will United Continental Merger Kill Airlines’ Customer Service?

In today’s global economy, consolidations are inevitable.  Heck, we’ve consolidated data centers, sales, and operations to reduce operating expenses.  Our goal has always been to improve the service to the end user, with a side benefit of reducing expenses.

Airlines have been particularly hard hit.  The United / Continental Airlines merger announced today, will help both organizations continue their operations, saving money and jobs.  I can’t help but wonder what will happen to levels of service to me and you, the poor guy in the seat?

Anyone who has been on a plane lately can attest that things are not the same as they were a year ago.  If you really want to feel bad, think about how your parents used to treat air travel.  It was an event!  You dressed up to go to the airport, and arrived early — not because it would take you three hours to get through the security screening — but because there was a lot to see and you wanted to make the experience last as long as possible.

Flash forward to the present day — You must arrive early, or you could miss your flight because you are standing in line.  Many flight attendants are less than helpful and darned rude in some cases.  You get the impression that the airline is just looking for ways to nickle and dime you for everything they can.  And, for heaven’s sake, buy a darned watch and use it — would it kill the plane to take off on time?

My hope would be that the new United / Continental company would take some of the new savings and reinvest it in the people who serve their passengers.  Encourage and reward those who actively engage passengers and fire those who don’t.

Maybe give us a break and have a few freebies?  Maybe encourage people to check their luggage rather than try to trying to cram a week’s worth of clothing into an overhead bin.  Heck, here’s another freebie:  Tell us how much it’s REALLY going to cost to fly your airline.  Stop making us guess.  If you want to charge a per bag charge, add it to the cost of the flight.

Southwest Airlines doesn’t charge for baggage and I LOVE SOUTHWEST AIRLINES!  They do exactly what they say they will do.  No frills. I’m OK with with.  They even have fun at takeoff time, putting a personal spin on the departure talk.  They generally look like they’re having a good time.  Consequently, I tend to be more relaxed, and actually enjoy the flight.

So, there’s my two cents on the United Continental merger.  Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:

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