A tiny percentage of the people unable to board the 19271 flights canceled or rescheduled in the wake of Hurricane Sandy likely read the contract that is now determining what sort of help their airline is obliged to give them.
As we exited the plane, rows of Chicago firefighters and police officers gave the kids standing ovations. I lost it -- tears, sniffles, undisguised emotion. Something about these men and women who put their lives on the line daily saluting these sick kids really moved me.
Last month, I passed the 25,000 mile mark and became a Premier Silver member on United Airlines. I expected the typical feelings of pride and self-importance that "status" usually confers, but my feelings were tempered by the many bad experiences on United in recent months.
Little has been explored or published about what happens to service providers who are asked to segregate their attention and efforts based upon a hierarchy of customer importance. How does your company address this issue?