There have been multiple articles in the recent past about how the ‘cattle-herding‘ approach airlines are taking with customers is here to stay. I at the same time actually had an experience with United airlines last week that was unexpected from a customer service perspective. My flight from Cleveland (CLE) to Washington Dulles (IAD) was delayed for 2 hours. The reason for the delay was given to be ATC (Air Traffic Control) restrictions – so no fault of the airline. So, I wandered off to get some food. When I came back to the gate, there was a gate agent walking around giving out $20 food vouchers – for a 1-hours flight! I had already eaten, so I quickly converted the voucher to Godiva chocolates for Mrs. UnRoadWarrior.
Wait, it gets better. As we started boarding, we were handed a ‘Please Accept our Apologies’ pack. In it was a drink voucher and a 10% off coupon good on any United flight! I was already surprised with the food voucher. This was totally unexpected.
Is this here to stay? Was I experiencing an experiment? Was this unique to United Express? Have other travelers experienced similar vouchers? Please share your experiences by leaving a comment below.
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