How United is making a customer service comeback

Like a 747 loaded to capacity, United Airlines is rising — slowly, steadily and improbably. Many passengers had all but given up on the airline after a painful merger with Continental Airlines in 2010. United had managed to alienate customers ranging from frequent fliers to ordinary vacationers, thanks to significant cuts in its loyalty program and new policies that seemingly demanded fees for everything. Not surprisingly, its customer service scores were among the lowest in the industry. But, in September, United’s new CE, Oscar Munoz, said enough was enough. The changes have been small, but they’ve added up. In November, the airline eliminated an unpopular US$50 processing fee for tickets refunded to passengers after unplanned events. In December, it announced that, starting this month, it would serve a choice of snacks to economy class passengers at no additional charge. It also plans to eliminate another charge this month: a $25 fee for ticket receipts.<br/>