United TV spots apologizes for delays

Article Abstract:

United Airlines is running a series of TV ads that feature Chmn James Goodwin offering an apology to the airline's customers for the thousands of flights cancelled and delayed since May 2000. This was the time when United started new labor agreement negotiations with its pilots' and machinists' unions. Pilots have refused to work overtime since the talks begun while the airline's mechanics have started their own slowdown. United is offering frequent-flier incentives and discounts to assuage disgruntled flyers.

United Air Lines Inc.

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Airlines share solutions to aid service

Article Abstract:

The Dept of Transportation is becoming a clearinghouse for the best possible means for airlines to deal with flight delays caused by bad weather. Among the best practices were earlier and better weather forecasting and the use of technology. For instance, United has an automated phone line that provides updates on flight delays without fliers having to wait for their agents. On the other hand, Northwest has its rebooking hotline that puts a caller straight to a dedicated reservations operator.

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