A bad week for United? A dreadful week? A stinking week? All of the above.
Two weeks ago I wrote that United was disconnected from their customers and the community. Completely out of touch and operating in a bubble. This week the shocking footage from “#bumpgate” made it loud and clear something is broken inside the US carrier. United has to change and now they’ll be forced to do it under the spotlight instead of on their own terms.
When I wrote that article last night United’s share price had barely moved. I was concerned United wouldn’t take notice. That changed as I slept. $255m was wiped.
I’m relieved because it sends a message to companies that customer service can hurt the bank. Customer sentiment still has power, especially when it goes viral.
United’s CEO has since made some positive steps and issued an apology that takes responsibility for what happened (unlike his first attempt). He says ‘it’s never too late to do the right thing’.