Latest news with #UnitedAirlines
Fast Company
3 hours ago
- Business
- Fast Company
Want better customer service? Treat your employees better
Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United Airlines when the airline allegedly broke Caroll's $3,500 Taylor guitar. United Airlines refused to pay for or replace the guitar, so Caroll and his band did what musicians do best. They wrote a song about the incident called ' United Breaks Guitars ' which details Caroll's frustrating experience with the airline's customer service reps. The song went viral on YouTube with 25 million views (and counting). Travelers who came across the humorous video took to the internet to vent, recounting their own poor experiences with the airline industry, with United Airlines bearing the brunt of the criticism. It may be a coincidence, but a week after the video was posted, United Airlines lost 10% of its stock value —a value of $180 million. In today's age of sky-high digital connectivity, the need for companies to deliver remarkable customer experience has never been more important. While not all customers will be creative enough to record a viral music video detailing their experience with brands, customers can leave product and service reviews on sites like TrustPilot and Yelp, or take to social media and with just one post, share their experiences with thousands, hundreds of thousands, or even millions of followers. And, as we have seen with the examples of United Airlines, those negative reviews can have an impact on a company's bottom line. And even though research shows that consumers are more likely to share negative experiences through social media (49%) compared to positive experiences (38%), many companies such as Zappos, Southwest Airlines, and Ritz-Carlton are renowned for their remarkable customer experience. Despite acknowledging that their level of customer experience can make the difference between their company's success and failure, many companies still struggle to provide even mediocre service to their customers. The reason is that these companies treat poor customer service as a core problem to be solved, when poor customer service is actually a symptom of something much more dangerous to their businesses. That 'something' is poor employee engagement. Treat the cause, not just the symptom Each year, companies invest billions of dollars in workplace training. According to Statistica, U.S. companies alone spent US$101.8 billion on training in 2023. And for some pretty good reasons. When employees receive practical and effective customer experience training, they gain valuable skills needed to successfully manage a range of customer interactions—from problem-solving customer concerns to answering complex customer queries, resolving issues in a timely manner, and salvaging negative customer experiences and transforming them into positive ones. While customer service training can provide employees with valuable clarity on how they should engage with customers, if the organization treats its employees poorly or has a toxic work culture, much of the training will fall on deaf ears. As Sybil F. Stershic, author of Taking Care of The People Who Matter Most, notes, 'The way your employees feel is the way your customers will feel. And if your employees don't feel valued, neither will your customers.' Simply put, companies that invest in customer experience training but don't treat their employees well will often find that their investments result in minimal improvement in their customer experience delivery. Remember, if your employees don't feel valued, neither will your customers. On the other hand, companies that focus on building a highly engaged culture, treating their employees fairly, and valuing their efforts are more likely to benefit from customer experience training. Why? Because when employees are fully engaged and feel valued, they are more likely to want the company to succeed and will do their part to help the company meet its business goals, objectives, and targets—including delivering the type of remarkable service that turns casual customers into raving fans of their organizations. This idea that engaged employees deliver better customer service is backed up by research from Gallup, which showed that companies that scored in the top quartile of employee engagement saw 10% higher customer loyalty/engagement compared to companies in the bottom quartile. These companies with higher levels of employee engagement also benefitted from 23% higher profitability. Treat your employees better If your organization is struggling with delivering poor customer experience, the best way to deal with the issue is to focus on both the symptom and the problem with equal measure. Yes, you should most definitely provide your employees with customer experience training, but you should also invest in employee engagement programs that help ensure that employees feel valued. Always remember this simple adage: 'Your customer experience will never exceed your employee experience.' Want to improve your customer experience delivery? Then be relentless in finding ways to treat your employees better. Here are a few examples of how you can make your employees feel appreciated for the work they do: · A simple 'thank you' goes a long way towards making employees feel valued. Publicly thank, recognize, and (If necessary) reward them for a job well done. Or, if more conducive to your workplace culture, write them a meaningful 'thank you' note or email. · Give them the opportunity to make recommendations on how to make your business stronger. Listen to their ideas and give them credit for any suggestions you decide to implement. · Be sure that your employees' pay and benefits package is commensurate with the value they bring to the organization. · Pay attention to their workload and give them the opportunity to achieve an appropriate work/life balance that reduces the chances of burnout. Treating poor customer experience as the problem rather than the symptom will produce, at best, a temporary increase in customer experience delivery. Only by treating both the symptom and the cause will you achieve the customer experience results your company is working towards. And that starts with treating your employees better.
Los Angeles Times
10 hours ago
- Los Angeles Times
Easy Nonstops from LAX to Europe: Your Ultimate Shortcut to Seamless Journeys
Let's be honest. When Europe calls from our Southern California doorstep, there's only one way to truly answer: with a direct flight from LAX. Ditching those dreaded layovers isn't just about saving a few hours; it's about safeguarding your precious energy, arriving completely refreshed, and sliding effortlessly into the European rhythm the moment your wheels touch down. You know the drill: the frantic dashes through unfamiliar terminals, the last-minute gate changes, the nagging worry about a missed connection. It's draining. A direct flight eliminates all that. You settle in. You relax. You wake up there, ready to explore. For the discerning traveler who values efficiency and comfort above all, these non-stop routes aren't just an option; they're the ultimate travel strategy. So, let's talk about the absolute best direct connections from LAX. These are the routes that give you the most benefit for your in-air investment. They turn travel time into pure gain, especially when flying to the most popular destinations in Europe and beyond. On average, direct flights from LAX to Europe operate daily, with typical flight durations ranging from 10 to 12 hours, making your journey as efficient as possible. When it comes to flying out of Los Angeles International Airport, travelers are spoiled for choice. LAX is a true global gateway, with a lineup of popular airlines offering direct flights to some of the world's most exciting destinations – no layovers required. For those heading to classic U.S. hotspots, airlines like United Airlines, American Airlines, Delta, Alaska Airlines and Southwest keep the skies busy with nonstop flights to cities like San Francisco, Las Vegas, Chicago, New York and Houston. Whether you're jetting off for business or a quick getaway, these carriers make it easy to find a flight that fits your schedule. But if you're dreaming of Europe? LAX connects you directly to the continent with renowned international airlines. British Airways and Virgin Atlantic whisk you straight to London, while Air France and Delta (often in partnership) make Paris just an overnight flight away. Turkish Airlines, ITA Airways and TAP Portugal open up even more European options, from Istanbul to Rome and Lisbon. But the world from Los Angeles doesn't stop at Europe. Air Canada offers direct flights to Canada's vibrant cities, while Asiana Airlines and Korean Air connect you to Asia and beyond. For something a little more exotic, Air Tahiti Nui can have you sipping coconut water in Tahiti, and Cayman Airways offers a sun-soaked escape to the Cayman Islands – all with a single, seamless flight from LAX. With so many airlines operating direct flights from Los Angeles, finding the perfect route is all about matching your travel dates, departure time and budget. Use online tools to compare flight times and prices, and keep an eye out for special deals – especially if your schedule is flexible. Whether you're chasing the bright lights of London, the flavors of Paris, or the energy of Rome, LAX's nonstop network puts the world within easy reach. London is the quintessential European entry point for a reason: Flying direct from the U.S. (yes, even the West Coast like LAX) to London Heathrow (LHR) is incredibly convenient. Carriers like British Airways, Virgin Atlantic, and United offer multiple daily flights. Many airlines operate modern Airbus aircraft, such as the Airbus A350-900 or Airbus A380, on this route, providing enhanced comfort and amenities. You have options. What makes it a game-changer: The flight time is typically 10-11 hours. That's enough for a solid night's sleep if you pick a red-eye. Arriving at Heathrow is remarkably efficient. The Heathrow Express whisks you to central London in a mere 15-20 minutes. Suddenly, you're not just traveling; you're there. From London, the rest of Europe is truly at your fingertips. Hop a Eurostar to Paris or connect to Brussels. Catch a short-haul flight anywhere else on the continent. London itself, of course, offers endless sophistication – world-class theater, unparalleled dining and layers of history. It's an ideal launchpad for the rest of the UK or mainland Europe, setting the tone for the entire trip. Direct flights to London may be available from other major airports like JFK, but LAX offers unique convenience for West Coast travelers. Ah, Paris! The City of Lights, of love, of impeccable taste. A direct flight from LAX to Paris Charles de Gaulle (CDG) is your instant connection to this timeless destination. Think Air France or Delta (which often share passenger loads). Why it's the smart choice: This journey is typically 10.5-11.5 hours. Plenty of time to unwind. CDG offers excellent RER train service directly into the heart of Paris. Or, opt for a comfortable taxi for a more private arrival. Landing direct means you can immediately immerse yourself. Imagine: a leisurely café morning, an exquisite evening stroll along the Seine. No pre-travel fatigue from a connection. It's the perfect way to begin a romantic escape or a solo cultural deep dive. Amsterdam. Many overlook it as a primary destination, but it's an incredibly convenient and charming gateway. KLM Royal Dutch Airlines provides excellent direct service from LAX to Amsterdam Schiphol (AMS). Why it just works: Flight duration is around 10-11 hours. And here's the best part: Schiphol Airport consistently ranks among the world's best. It's so efficient, so easy to navigate. The direct train service to Amsterdam Centraal station is swift and effortless. Once you're in Amsterdam, you're perfectly positioned. Explore the Netherlands' vibrant canal cities. Or, connect effortlessly via Schiphol's extensive short-haul network to virtually any European city. The city itself, with its beautiful canals, world-class museums, and relaxed atmosphere, offers a delightful, unhurried introduction to European charm. It's often my go-to for a relaxed entry point. If your European journey extends into Germany, Central Europe or even further east, a direct flight to Frankfurt (FRA) is a remarkably efficient move. Look for Lufthansa or United (often partners). How it's incredibly efficient: This flight typically takes 10.5-11.5 hours. Frankfurt Airport is a massive and well-oiled machine. It's known for its impressive connectivity and logical layout. You'll find seamless train connections to cities all over Germany, with high-speed rail links to neighboring countries like Belgium, France and Switzerland. While perhaps not as overtly charming as Paris for a first visit, Frankfurt's sheer efficiency makes it an ideal landing spot. It minimizes ground travel time after your transatlantic journey, which is crucial for maximizing your trip. Additionally, Frankfurt often offers competitive price options for travelers seeking both efficiency and value. Dreaming of endless green hills, cozy historic pubs, and that genuine 'céad míle fáilte' (that's a hundred thousand welcomes)? A direct flight from LAX to Dublin (DUB) with Aer Lingus or Delta is your absolute best bet. Why it's so welcoming: The flight duration is similar to other European routes, about 10-11 hours. Dublin Airport is well-equipped and easy to navigate. Straightforward bus and taxi services whisk you into the city center. Aer Lingus and Delta offer flexible ticket options, making it easy to manage your booking and baggage for a smooth journey to Dublin. Landing direct means you can much more quickly jump into Dublin's lively looks and friendly feels. Explore its rich literary history. Enjoy traditional music in a pub. Savor a perfect pint. From Dublin, the rest of Ireland is wonderfully accessible: think about those stunning coastal drives, ancient sites and the charming small towns or Éire. It's a fantastic choice for a culturally immersive trip with an actual relaxed pace. You feel like you're part of the country's fabric from day one. For those whose soul longs for ancient history, unparalleled art, and divine cuisine, a direct flight from LAX to Rome Fiumicino (FCO) with ITA Airways (Italy's national carrier) is simply a must. Why it's THE trip: This journey is one of the longer ones, clocking in at roughly 12 to 13 hours. But the payoff of landing directly without an intermediate stop is immense. FCO is also seamlessly connected to central Rome by the Leonardo Express train. It's a swift transfer. Imagine: you step off a plane, and just a short while later, you're gazing at the Colosseum, or tossing a coin in the Trevi Fountain. Instead of a connectivity hassle, all your energy is saved for exploring incredible layers of history and enjoying truly memorable Roman meals. Traveling to Rome in October offers pleasant weather and fewer crowds, making it an ideal time for a direct trip. If your European vision includes crisp mountain air, pristine lakes, and Swiss precision, a direct flight from LAX to Zurich (ZRH) via SWISS International Air Lines is an exceptional choice. It's beautifully seamless: The flight typically takes around 11 hours. Zurich Airport itself is a masterclass in efficiency and seamless design. It's directly connected to Switzerland's world-renowned train system. You can literally walk off your flight and onto a train. This train can take you to nearly any corner of Switzerland – from the majestic Alps to charming lakeside towns – often without a single transfer. Zurich offers a high quality of life, beautiful lakeside views, world-class museums, and excellent dining. It's a perfectly polished launching pad for an unforgettable Alpine adventure. Dec is a particularly magical time to visit Zurich, with festive markets and easy access to Swiss ski resorts via direct flights. For those captivated by the passionate energy of Spain, its rich artistic heritage, and an intoxicating late-night dining culture, a direct flight from LAX to Madrid Barajas (MAD) with Iberia or American Airlines is your direct invitation. Why so inviting? The flight generally spans 11-12 hours straight into Madrid's Barajas Airport; an effortless connection to the city center via metro or taxi. Landing direct means you can instantly immerse yourself in the Spanish capital's grand boulevards. Explore world-class museums like the Prado. Dive into vibrant tapas bars. And, bonus! Madrid also serves as an excellent central hub for exploring other parts of Spain via its extensive high-speed rail network. Day trips to Toledo or Segovia become effortlessly appealing. Iberia and American Airlines frequently offer special fare deals on direct flights from LAX to Madrid as well, so you can live that Spanish rhythm almost right away. Portugal's captivating capital, Lisbon, has truly blossomed into a must-visit European gem. A direct flight from LAX to Lisbon Portela (LIS) via TAP Air Portugal offers an incredibly convenient and charming journey. TAP Air Portugal's new direct flight provides multiple departures each week from LAX to Lisbon, giving travelers a huge flexibility in trip planning. Why it makes for a truly original vacation: Like many European destinations, this flight clocks in at approximately 11-12 hours. But here's here's a bonus: Lisbon Airport is surprisingly close to the city center. You'll find quick and easy metro or taxi connections that'll have you in the middle of the action in no time at all. Landing direct in Lisbon allows you to immediately begin exploring its historic, hilly neighborhoods, its vibrant culture, and its incredible, fresh culinary scene. From Lisbon, it's also remarkably simple to access other beautiful parts of Portugal – from the renowned Douro Valley wine region to the stunning Algarve coast. It's a fantastic choice for a rich cultural experience paired with that relaxed, sun-drenched atmosphere you're looking for. To truly maximize the benefit of these direct flights, consider a few invaluable tips. In addition to international routes, LAX offers easy nonstop flights to major U.S. cities such as Atlanta, Boston, Charlotte, Denver, Orlando, Phoenix, Seattle and Washington D.C. These destinations are served daily by multiple airlines and give you a wide range of convenient travel options.
Travel Weekly
12 hours ago
- Business
- Travel Weekly
United expands its Newark-Dominica service
United Airlines is expanding nonstop service from Newark to Dominica this fall. The airline has added a second weekly flight launching Oct. 29; the Wednesday service is addition to the existing Saturday service, which debuted in February. The new flight departs Newark on Wednesdays at 8:45 a.m. and lands at Douglas-Charles Airport in Dominica at 2:17 p.m. The return flight departs Dominica at 3:45 p.m. and arrives at Newark at 7:45 p.m.
The Independent
2 days ago
- Entertainment
- The Independent
Surprise wedding takes place at 35,000ft on United Airlines flight
A couple decided to take their relationship to another level — by tying the knot at 35,000ft on a plane. Jake Meli and Abigail Power were 'United' in holy matrimony on board a United Airlines flight from Newark, New Jersey, to Orlando, Florida, exchanging vows while surrounded by fellow passengers and flight attendants. United, which posted a video of the event to its Instagram page, revealed that the in-flight wedding idea began as a dare. Jake's friend got married on a cruise ship out at sea and challenged the groom to 'one-up him' by getting married in the air. Jake was only too willing to take up the challenge. Not only had he been flying with United since childhood, but the happy couple had already decided to book a flight to Orlando for their honeymoon, with visits to Orlando's Disney World and Universal Studios parks on the itinerary. The ceremony was coordinated with United, which decked out the plane with twinkling lights and provided a mid-flight bottle of Champagne and a cake. The ceremony was announced by a flight attendant, who said: 'Attention all passengers, we will be starting the wedding now.' Then, with the couple in their wedding attire standing at the front of the plane, their officiant, Jake's brother, said: 'Friends, family and fellow passengers, who just thought they were taking a normal flight to Orlando… surprise! 'You officially become guests at a wedding, 35,000ft in the air. 'Don't worry, no formal attire is required. And the snack cart will be making its rounds shortly. 'But now, we're right here, quite literally in the clouds, to celebrate something truly special, the marriage of my brother, Jake, and his wonderful bride, Abi.' He continued: 'So, whether you're here for the vows, the vacation, or just trying to get home, thank you for being part of this one-of-a-kind moment.' To cheers from the cabin, he pronounced them husband and wife by the power vested in him by the Universal Life Church, which enables members of the public to become ordained and officiate weddings. He added: 'May your adventures always be epic and the force always be with you.' Abi and Jake's wedding, which took place last week, was undoubtedly unusual, but not quite as bizarre as the wedding ceremony of UK couple Darren McWalters and Katie Hodgson in 2008, who tied the knot while wing-walking on biplanes.
Yahoo
2 days ago
- Business
- Yahoo
United Airlines CEO Sees 'Upside' to Earnings Target
United Airlines CEO Scott Kirby discusses second-quarter results and firming demand for airline travel, saying, "it was like a light switch at the end of June for business."
