Emma Newlands: Airlines must focus on customer service

18 Apr 2017 18:19:40

scotsman.com

It is now just over a week since what United Airlines initially described, with some understatement, as a move to “reaccommodate” customers, but was seen more accurately as a passenger’s forcible, brutal and humiliating removal from an overbooked aircraft.

Apologies have been delivered, redelivered, lawsuits mooted and changes to the airline’s overbooking policy announced at high volume.

Read full story: scotsman.com

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