A Tale of Two Airlines: Success vs. Dissatisfaction

Date: December 12, 2013
Source: Media Article

This week a WestJet Holiday video promotion has gone viral over the internet.  It's a savvy marketing tool and demonstrates through action, not just words, the value WestJet places on their passengers.

Also this week, a CNBC video aired and discusses who is the worst CEO of 2013.  United CEO Jeff Smisek's name comes up for the number 2 spot.  It's no secret the media is picking up on the shareholder, analyst and generally most peoples dissatisfaction with the direction he's taken United Airlines.

Contrast the WestJet success with the perception of Smisek's performance.  What many people associate with United Airlines is the broken guitar video or the recent backlash from United's attempt to require a Do Not Disclose Agreement before agreeing to pay for veterinary bills for an animal that became grievously ill under United's care.

To be fair, United has a remarkable Holiday Fantasy Flight program that's been an annual tradition for over a decade; and United recently received a 100% rating on the Human Rights Campaign's 2014 Corporate Equality Index.  

Not everything is wrong with United Airlines, however time and again decisions continue to be made that result in dissatisfaction.  Passengers and employees who feel valued and appreciated are essential to a successful airline.

WestJet - Showing their passengers they are valued and appreciated	United CEO Jeff Smisek - Making choices that lead to passenger dissatisfaction

Printed from the official United Master Executive Council website at www.unitedafa.org.