Originally Posted by
mahasamatman
But selective emails are harder. And when do you send it? What do you to for customers who purchase after you sent out the email? And what about the vast majority who don't care about the issue? Are you willing to alienate them by SPAMming them like this?
A quick search of my inbox shows the following e-mails from United:
- Grow your miles even faster -- anytime
- Miles for your thoughts
- Ready for your trip on United?
- Do we have your correct information?
- Customize your travel with United
I think we can all rest assured that United isn't worried about "SPAMming" customers since they do it all the time.
When do they send an e-mail? When they know there's going to be scheduled maintenance that impacts an advertised feature of the aircraft. I don't care if it's "hard" to run a query and find all the passengers who are booked to fly SFO-JFK, JFK-SFO, LAX-JFK, JFK-LAX during the maintenance window, just do it. It's not impossible.
What to do for customers who are impacted after you send the e-mail? Have a notification on united.com when booking impacted flights. Include a reminder in the e-mail confirmation.
This isn't rocket science, and given the groans heard throughout the cabin when the FA announced after the doors closed that in-seat power wouldn't be working, it's clear that some people care.