United is already blowing a chance to save its reputation

Published April 12, 2017


An article in Fortune magazine by Charles Lindsey, associate professor of marketing in the UB School of Management, looks at how United Airlines is hurting its reputation by mistreating customers and making matters worse with its responses to criticism of the airline. “United needs to figure out what went wrong… and how it can address such disasters from reoccurring in the future. While the airline has in recent years focused its energy and resources on improving customer service… none of these improvements will make much of a difference if it keeps treating its customers so poorly. The company must fundamentally change its approach if it hopes to retain their business going forward,” he writes.

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