It's really amazing how United Airlines succeeds and fails in the same day. My flight from Dulles to Denver was delayed, causing me to potentially miss my connection. But their computers knew it hours in advance and automatically rescheduled my out-going flight and notified me via pager, phone, and email. Astounding!! But once I arrived at the airport, the excellent computing-based experience was replaced by the dreadful human-based experience. Lines for check-in, lines for security, lines for upgrades, and lines for boarding. Once on-board in business class, we were greeted with uncomfortable seats, terrible food, and surly service. It used to be the other way: computers were hostile and people were friendly. How I wish that American, United, and Delta would hold a focus group of their top travelers to figure out how to run a business both at a profit and with a good customer experience. Be sure to check out United'sEasyUpdate--at least their computers are friendly.
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