JetsGo From United States of America, joined Jul 2003, 3116 posts, RR: 4 Posted (9 years 10 months 2 weeks 6 days 3 hours ago) and read 2733 times:
I just returned from Michigan for the holidays, and had an alright time. Interesting thing happened though on the way home. We were routed DTW-ORD-LAX-SMF. I know that seems out of the way, but given the wacky airline pricing system, it was $100USD cheaper then flying just through LAX. Anyway, because of bad weather, our flight out of DTW was delayed nearly two hours. This in turn caused us to just miss our flight to LAX. So while at ORD, we found a man who works for UA and told him our situation. He had to have been a manager or a in a higher level position based on his professional approach, his ability to push aside the other gate agents, and his overall appearance. Anyway, he put us on a flight that left for SMF non stop in 30 min. It was a perfect match for us, both in time and the fact we were not charged a penny. However, our bags did not make the flight. They continued on the next flight to LAX and then up to SMF. They arrived at our doorstep a day late, at no cost to us.
So my question is, with us being re-routed and our bags being delivered to our door, did this cost or save UA money? In a way, it made UA money. We received outstanding customer service, to the point the man came onto the plane before it left and made sure we were on board. That on top of the bags, and overall simplicity of the situation, they gained a life customer. Congratulations U N I T E D
Socalfive From , joined Dec 1969, posts, RR:
Reply 1, posted (9 years 10 months 2 weeks 6 days 3 hours ago) and read 2703 times:
The human element obviously MADE UA money by gaining your undying gratitude! kudos to the UA agent! The routing doesn't make or lose a penny based on the circumstances, the baggage delivery does though, overall, Good for UA for a situation well cared for!
Ken777 From United States of America, joined Mar 2004, 9001 posts, RR: 10
Reply 3, posted (9 years 10 months 2 weeks 6 days 3 hours ago) and read 2659 times:
Good airlines take care of their pax - especially when there are problems. It's a good way to keep you flying with them. Pax with some level of elite status also have phone numbers they can call in your situation - nice if the customer service people at the airport are facing a long line. UA does deserve a pat on the back for taking care of you like they did if you are not in the FF program. Good to see.
LAX2IADandORD From United States of America, joined Nov 2005, 44 posts, RR: 0
Reply 4, posted (9 years 10 months 2 weeks 6 days 3 hours ago) and read 2652 times:
I have a similar story. Flying home Jan 3, CAK to LAX (via ORD). This was the day that UA experienced a "glitch" in their system that shut down reservations, ticketing, gate operations, etc. At any rate, ORD was a disaster and our flight from CAK (Akron) was completely cancelled. The gate agents in Akron had been working on my itinerary for a half an hour before we even arrived at the airport to check in!!! They continued to work hard. As we were on a F class ticket they were looking at any and all airlines, routings, to get me and a colleague home (AA through BOS, DAL, ORD), (DL through ATL, CVG) and so forth.
Finally, it occured to them to check their flight at CLE to ORD (which is about 45 minutes away by car from CAK) supposing that it too might be delayed into ORD. Of course once they checked their computer they found it to be delayed on the ground in CLE. They immediately arranged for a car service (completely paid for by UAL) to get us to CLE. With 30 minutes to spare we made our CLE flight and then made our original connecting flight to LAX. Of course, we were delayed in ORD anyway with the system snafu, where UA gate agents devised a system to get the plane checked, boarded and off the ground without the help of their computers!!
As JetsGo mentioned, they may have not made any money but United made a profound impression. I am already a 1K FF, but events like this make you happy to stick around and support the airline.
Pgtravel From United States of America, joined Oct 2005, 447 posts, RR: 2
Reply 5, posted (9 years 10 months 2 weeks 5 days 10 hours ago) and read 2393 times:
Quoting StevenUhl777 (Reply 2): Short term, they lost the cost-differential between ORD-SMF and the original routing, which may be the $100 you mentioned.
Long term, assuming you continue to fly UA, they gain.
Of course, if that original ORD-LAX flight was oversold, UA could have made money by not having to offer denied boarding. It's all moot here though - it was just the right thing to do and they have certainly earned some loyalty with you.
PanAm747 From United States of America, joined Feb 2004, 4242 posts, RR: 8
Reply 6, posted (9 years 10 months 2 weeks 5 days 10 hours ago) and read 2334 times:
I too have a similar story about re-routings.
I was flying ORD-LAX-SAN (to fly a 777 domestically), and experienced a wonderful flight to LAX. However, in getting to SkyWest terminal 8, we discovered our flight had been cancelled due to mechanical reasons.
A wonderful ticket agent had already made arrangements for us. Our bags were pulled and waiting for us downstairs (no luggage carousel shuffle for us!), and a van was going to take us to SAN.
I volunteered to be in charge of the group (I'm an Aries), and together, the eleven of us on the flight were put into a van (we did have to wait on that, but that was due to LA traffic) and driven down to SAN.
I wrote a letter to United thanking them for taking such care of us - they really had a battle plan ready, and despite getting in late, we were not an inconvenience to them - we were their priority.
Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!