This Day On The Street
Continue to site right-arrow
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here
Stocks Under $10 with 50-100% upside potential - 14 days FREE!

United is the Worst Airline. Period.

Stocks in this article: UAL

Safely back in NYC after a nerve-racking standby gamble, I approached a media spokesperson to give greater insight into what the airline's customer service protocols were in times of crisis. Spokesperson Charlie Hobart was swift in initial response but the party line was self-evident.

"Given the weather in the Midwest and East Coast, which has affected all airlines, we have experienced many cancellations and delays impacting multiple hub airports. United crews are working to ensure we can get our customers to their final destinations safely, as quickly as we can," he said.

"We encourage customers to check the status of their flights before leaving for the airport by visiting or the United app on their smartphones," he added, an incongruous statement with what I'd seen. Do they encourage customers to do so via their impenetrable hotline or in the email notification of cancelled flights they don't send?

Of course, even if you had tried to rebook online, it was no guarantee United's website would work as Bloomberg journalist Julianna Goldman found out

Requests for more information from United, particularly regarding specific crisis management protocols, are still awaiting a response.

So, my advice to United: increased holiday traffic shouldn't come as a surprise and the higher chance of snowstorms over winter is a given. Prepare for the worst and hope for the best.

The attitude that customer service ends once you have our money is a disservice to your brand. Your best marketing could come from customers who felt their needs were being put first. Instead, we were witness to obvious money-grubbing, dehumanizing treatment which had us feeling like another piece of cargo to stow. This is not how you run a business. As the largest American airline you should really know this.

--Written by Keris Alison Lahiff (thankfully back) in New York.

3 of 3

Select the service that is right for you!

Action Alerts PLUS
Try it NOW

Jim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
  • Weekly roundups
TheStreet Quant Ratings
Try it NOW
Only $49.95/yr

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
  • Upgrade/downgrade alerts
Stocks Under $10
Try it NOW

David Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
  • Weekly roundups
Dividend Stock Advisor
Try it NOW

Jim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Alerts when market news affect the portfolio
  • Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
Try it NOW

All of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.

Product Features:
  • Real Money + Doug Kass Plus 15 more Wall Street Pros
  • Intraday commentary & news
  • Ultra-actionable trading ideas
Options Profits
Try it NOW

Our options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.

Product Features:
  • 100+ monthly options trading ideas
  • Actionable options commentary & news
  • Real-time trading community
  • Options TV
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!


DOW 18,043.24 -10.47 -0.06%
S&P 500 2,088.77 +6.89 0.33%
NASDAQ 4,806.8590 +33.3870 0.70%

Brokerage Partners

Rates from

  • Mortgage
  • Credit Cards
  • Auto

Free Newsletters from TheStreet

My Subscriptions:

After the Bell

Before the Bell

Booyah! Newsletter

Midday Bell

TheStreet Top 10 Stories

Winners & Losers

Register for Newsletters
Top Rated Stocks Top Rated Funds Top Rated ETFs