Yesterday, United Airlines had a passenger forcibly removed from a flight to make room for a crew member. The passenger bought a ticket, was seated, and then was removed when he refused to “volunteer” his seat. The video of the bloodied and screaming passenger has now gone viral.
Of course, United is within their legal right to do it. It’s in the fine print.
What if instead of doing something just because we can, (it’s in the fine print!) we empower every manager and front line team member to delight customers no matter what? In the case of United Airlines, it’s really quite simple – when a flight is overbooked, keep raising the offer amount until enough people volunteer to give up their seats. Don’t annoy your customers or do anything you don’t want to be live streamed and go viral on social media. Period.