Chip Cutter’s Post

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Reporter at The Wall Street Journal

“United is achingly transparent in their explanations,” says one United frequent flier. “It’s almost to the point where [they say] a member of the crew had a toothache and is at the dentist right now.” I love this story from Dawn Gilbertson on United's quest to give customers far more detailed information in its app about the source of flight delays. (United CEO Scott Kirby says he wants to give passengers as much information as he’d get if he called the airline's operations center himself.)

Your Flight Is Delayed. Would More Details Make You Feel Better?

Your Flight Is Delayed. Would More Details Make You Feel Better?

wsj.com

Amanda Coffee

Global Media Relations at Under Armour

6d

I love this! Once I was stuck on a United flight on the tarmac because they didn’t have staff to open the plane door when we landed back in Newark. Super frustrating but I appreciated the honesty

Dawn Gilbertson

Travel columnist at The Wall Street Journal

6d

Thanks so much for sharing the column, Chip!

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