Glass found in the ice cream, so no sundaes in Business. [Some Back: 2 June 2017]
Jun 2, 2017, 3:45 pm
#256
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This was the old bowl:
Jun 2, 2017, 4:42 pm
#257
Join Date: Apr 2003
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My bowl had vertical opaque/milky stripes of some sort. The bowl face was "tilted" towards you. Seems like they got a new replacement already?
Last edited by Condition One; Jun 2, 2017 at 4:48 pm
Jun 2, 2017, 5:37 pm
#259
Join Date: Apr 2016
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That sounds suspiciously similar to the December-through-April Polaris bowls. Pretty good work if they've commissioned new bowls with the same design already.
Jun 2, 2017, 6:50 pm
#260
Join Date: Jul 2013
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And I wonder how long this thread will live on showing how United doesn't understand customer service or how to run a business?
Jun 3, 2017, 12:26 am
#261
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However no, United does not understand customer service. The correct approach was to proactively email all customers with reservations in BF/Polaris and explain the sundaes were not available due to the safety issue with the glass bowls, apologize while recognizing how popular the sundaes are with customers, explain the substitute frozen dessert that would be offered, and provide some explanation around trying to source replacement bowls or ice cream so the sundaes will be back as soon as possible.
If it was my campaign, I would probably toss 500 miles or even attach a coupon for a free pint of ice cream from a partner brand that wanted a cross-promotion opportunity.
A service business would:
1. acknowledge the problem exists
2. apologize for the problem
3. offer a substitution
4. provide timely updates on fixing the problem
5. attach an incentive or reward to the announcement to deflect disappointment
6. exert strict centralized control over the messaging so field staff are not given the chance to blurt out nonsense gibberish that may deepen the disappointment or reflect negatively on the brand
It's not difficult to do - just the other day I received an email from Air Canada regarding my flight as the aircraft IFE system was not working and there was a chance it would be inoperative for my flight and they wanted to apologize up front if it was and make sure I had enough warning to download or bring my own entertainment for the flight. That was pretty useful proactive messaging from an airline everyone knows really sucks, so I think United could have done something similar.
Jun 3, 2017, 2:32 am
#263
Join Date: Apr 2003
Location: IAD
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Posts: 1,937
That's not the glass bowl I got yesterday. Guess they're still rolling it out. And I got two scoops
Jun 3, 2017, 3:17 am
#264
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Not yet on 03Jun UA872 TPE-SFO. The purser told me it's a multi-week roll-out system-wide.
Jun 3, 2017, 5:09 am
#265
Moderator: Midwest, Las Vegas & Dining Buzz
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ORD-LHR yesterday (June 02) in Global First.
No sundae - not even a mention of it - or even ice cream - on the menu.
Dixie cup ice cream from Y provided.
No sundae - not even a mention of it - or even ice cream - on the menu.
Dixie cup ice cream from Y provided.
Jun 3, 2017, 7:34 am
#266
Join Date: Jul 2013
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A service business would:
1. acknowledge the problem exists
2. apologize for the problem
3. offer a substitution
4. provide timely updates on fixing the problem
5. attach an incentive or reward to the announcement to deflect disappointment
6. exert strict centralized control over the messaging so field staff are not given the chance to blurt out nonsense gibberish that may deepen the disappointment or reflect negatively on the brand
1) It did and recalled the bowls.
2) It did to people who care enough to write in.
3) It did with other small cups of ice cream.
4) You didn't follow @UNITEDSundae ?
5) "Over entitled elites"
6) In a company of 10s of 1000s of employees what's the enforcement?
Jun 3, 2017, 9:38 am
#268
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Jun 3, 2017, 9:44 am
#269
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Jun 3, 2017, 9:50 am
#270
Join Date: Jun 2005
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I'm so disappointed, my flights have been on time, early even, but still no sundaes lol