A United Airlines pilot for nearly a quarter of a century and a former naval aviator, Flanagan has created and championed a campaign to drastically change the character of air travel - setting good customer support at the center of everything the airline does and reaching back, somehow, to golden age of air travel.
Distinct examples of his service comprise ordering food for the passengers of flights that are delayed and telephoning the parents of unaccompanied minors to assure them of their children's safety. The success he's attained is vital for a company that has historically received quite poor customer care ratings. It raises questions about whether such service that is exceptional is great or bad for the business. How can the approach of Flanagan be repeated? Could it be possible and even desirable to duplicate it?
United Airlines and Captain Denny Flanagan Case Study Solution
PUBLICATION DATE: June 26, 2014 PRODUCT #: W14253-PDF-ENG
This is just an excerpt. This case is about SALES & MARKETING
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