Originally Posted by aoumd

.....So, for the sake of this thread, let's assume that this is the start of a large and disproportionate shift of the angry flying public away from UA. If you're UA, what do you do to win fliers back?

......

Beyond "the obvious" (and assuming "the obvious" actually happens), what do you think UA needs to do to get the rest of the flying public, HVF and occasional/price-sensitive fliers alike, back on board?

I think nothing short of a world-class doubling down on customer service, spending money on things AA and DL won't, will move the bookings needle back. But what specific customer-friendly steps does that entail, to not just fix the overbooking/deadhead policies to prevent Sunday's fiasco from repeating, but to win back the flying public?

Thoughts?