Cranky on the Web (October 28 – November 2)

Hurricane Sandy Causes Flight Cancellations—What Airlines Are Doing Right and WrongConde Nast Daily Traveler
When it came to hurricane policies last week, United had the best one. Surprising, right? But there was still some room for improvement.

‘Eye of the storm’ for traveler help firmMarketwatch Radio
I did an early morning interview about how we were helping people through the hurricane and you can listen to the whole thing here. The deep voice? Yeah, that’s what happens when they wake you right out of bed.

Sandy Shuts Down Nine Airports Along East CoastNPR All Things Considered
I was interviewed by NPR about my Conde Nast post. They were interested in why I thought United’s policies were the best.

Few flights leaving JFK, Newark; damaged LaGuardia closedNBCNews.com
Another day, more talk about the hurricane. This one focused more on the recovery, which is now well underway.

In the Trenches: Refining the Sales PitchIntuit Small Business Blog
Just thinking about how we handle people who come to us for urgent assistance and if we could do a better job of getting them to sign up.

Air travelers scrambling to get homeCNN
Tired of hurricane coverage yet? Here’s another one they asked me to comment on.


2 Responses to Cranky on the Web (October 28 – November 2)

  1. David SF eastbay says:

    ‘What airlines are doing right and wrong’

    I didn’t know there were phone systems that call you back when it’s your turn. That makes so much sense in times like this when so many people are going to be calling an airline.

    Nothing makes people matter more then keeping their ear to the phone listening to hold music for an extended period of time. After a few minutes on hold and then being told you will be called back could bring their blood pressure down and make things easier when they do talk to someone.

  2. Ron says:

    “it?s frustrating when someone decides not to sign up when I know there?s a good chance that we could have helped.” — Not so sure about this. Both you and the customer have a rough idea of what it would cost to get them where they want to go, and if that projected cost is more than the value to the customer, there’s not much point in wasting your time and their money.

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