Posted September 3, 2008 by Zak Patten
We all know drivers who've headed down the wrong road and gotten lost in a seedy neighborhood, despite their passengers' pleas to turn around. Well, United Airlines is no different than those drivers. (OK, it's much bigger and not at all human, but bear with me.) United took a wrong turn by choosing to begin charging for meals in coach class on transatlantic flights and in business class on domestic itineraries. But, to its credit, when passengers spoke up, the airline pulled a u-ey and rescinded its earlier decision to can free meals.
Obviously, United wanted to cut costs and pull in revenue with its plan to start hawking food onboard, and the proposed $6 snack boxes and $9 salads would have brought in a certain amount of income. But along with the cash there would have been bitterness, and the airline's management was wise enough to read the writing in the sky. After months of watching new fees spread from one airline to another faster than you can say first-checked-baggage charge, it's heartening that United has decided to take heed of customer feedback.
Sometimes you don't need a GPS, or Google, or even a good old-fashioned paper map. Sometimes getting back on the right road is as simple as just listening to those sitting in your seats.
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