News

United aims to boost customer experience with some big changes

May 1, 2017

United Airlines, in the wake of a disastrous customer interaction and a few other poorly handled customer experiences, is revamping its policies when it comes to customer service.

It's adjusting its approach to law enforcement action and boosting customer compensation incentives for voluntary denied boarding given the media backlash following the incident of a traveler being dragged off a flight in late April.

It's making 10 "substantial changes" to its service, according to a company statement, in the wake of a "forced removal" of a customer on a April 9 flight.

The changes include establishing a customer solutions team to provide agents with creative solutions to assure customers reach final destinations without incident, additional employee training and to "empower employees to resolve customer service issues in the moment."

"Every customer deserves to be treated with the highest levels of service and the deepest sense of dignity and respect," United CEO Oscar Munoz said in a statement. "Two weeks ago, we failed to meet that standard and we profoundly apologize. However, actions speak louder than words. Today, we are taking concrete, meaningful action to make things right and ensure nothing like this ever happens again."