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I don't think it's appropriate to call the parents stupid for taking advantage of a service that UA offers and the parents paid for. That's like ordering wine at a restaurant and getting a bad bottle then the sommelier saying, "Well you were stupid for ordering the wine." It's not asking too much to expect good customer service especially if you've been a good customer. Unfortunately, these incidences and UA's attitude combine to make the setting ripe for lawsuits that ultimately drive up the cost of flying. I commend the parents for trying to work things out with the airline. Someone else might have had lawyers on the phone a lot sooner. Corporate culture is tricky and if you don't build a good one and set good examples from the top down, you will get exactly this.
United Airlines Lost My Friend's 10 Year Old Daughter And Didn't Care
My colleague Huggy Rao and I have been reading and writing about something called "felt accountability" in our scaling book. We are arguing that a key difference between good and bad organizations is that, in the good ones, most everyone feels obligated and presses everyone else to do what is in...
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Aug 17, 2012
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