Unpacking United's Fail: Turning Adversity into Opportunity
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Dr. David Dao’s deboarding from United Express Flight 3411 caught the world’s attention. The incident, an extreme outcome of the common practice of overbooking, has highlighted the declining customer experience of air travel. As airlines consolidate and race to the bottom on prices, air travel will increasingly be judged by its lows, rather than its highs.
Industry economics mean overbooking isn’t going away, but the field is open for improvement and innovation. The current best practice of offering vouchers in return for giving up a seat is due for an overhaul. Creative airline brands can turn these moments of friction into opportunities — and create true loyalty.
Here are three ways airlines can start rebuilding their relationships with flyers, starting from one of the lowest points of the passenger experience: Oversold flights.
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