This month the standard for customer service was lowered beyond my imagination by United Airlines. 

As a Humorist and Keynote Speaker, I present HILARIOUS talks to companies on the Do’s and Don’ts of Customer Service around the country. This month I have added a very big DON’T to my story list!

Whenever I travel, I have a mental checklist I go through; Will the plane be on time? Will it take off and land safely? Will my trip go smoothly?  But, I have never had the following pre-travel question pop into my mind until this month:

“I wonder if I will be bodily dragged off the plane if it is overbooked?”

What in the Hell is going on?  In what scenario did the crew/management at United think that this was okay?  Where in the operations manual does it suggest; “bodily dragging a non-violent, paying customer off the plane,” as an acceptable policy. I am appalled! 

In my several decades of travel as a Speaker, I have been a frequent United customer and I have spent A LOT of money with them over the years. Based on their recent bad behavior and incredibly poor judgement, I will now go OUT OF MY WAY to see if there is any way to get to my destination without flying on United. (Even if it costs a bit more.)

Kudos United, you’ve done it…you’ve sunk so low that you’ve made Frontier’s Customer Service look good by comparison.

UA in my lexicon no longer stands for United Airlines, it now stands for Ugly Act.

Two thumbs down United.  You blew it big time!

Karyn Ruth White is a Success Humorist, Keynote Speaker, Author and Comedian. She helps companies remember the importance of treating their customers in a civilized manner.  Visit www.karynruth.com, info@karynruth.com