UNITED AIRLINE PROBLEM ANALYSIS
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United Airlines is America’s oldest commercial airline that was founded in the year 1916 by William Boeing, an aviation pioneer, in Idaho. It initially began as a mail cargo before the airplane capacity proved that they were sufficient to carry passengers in the year 1930. It is one of America’s major airline with its headquarters based at Willis tower, Chicago. United Airlines flies both domestically and internationally, covering both small and large cities of America and the six continents.
Over the past years of service, the united airline has encountered problems, both internally and from the external bodies. One of the major issues reported was poor customer service deliveries. In October 2018, reports were that their trans-Atlantic journey got hacked. It was not as planned. Neither the passengers nor the crew knew the reason why (Boamah, 2019). They had an emergency landing Goose Bay, and the passengers had to remain in their seats without moving for sixteen full hours.
Corporate cultures encourage the output of an employee. Positive corporate cultures motivate employees to deliver the best services to the customers. On the other hand, negative perceptions leave employees frustrated and kill their psyche to work (Boamah, 2019). United airlines lack proper corporate culture and need to better their employee training and engagements to offer better customer services. Poor public relations from the staff have put the airline under general observation, and it with high hopes that change might come.
The morale of employees by the employer contributes significantly to the service delivery they give to the customers. Bonuses and insurance cover boost the confidence and the desire of an employee to work. United Airlines took a turn to boost its bottom line, and its employees anticipated the removal of their bonuses (Henzey, 1960). They were, however, surprised by how a lottery system replaced their old bonus system. The need to be lucky to win a lottery was not an ideal way the workers wanted to get their bonuses. This lottery system got many negative feedbacks, a move that forced the airline to shelf the system.
A solution to all these problems is something that might need time and proper organization to handle. This solution process should start from the top management down to the employees. The company’s lack of cultural leadership should be the backbone of the solution to these problems. Experience is a two- way thing. Employees tend to deliver the quality of experience they get from their employers.
Every bad has some good in it. With endless complaints, the airline has put plans to achieve their success. Some of the policies set in order are offering more choices to the customers. The airline has introduced a basic economy fare to cater to price-sensitive travelers (Heney, 1960). This policy will allow them to pay the lowest fare and still get the usual economic experience. The airline has also continued to monitor its cost control and is working to see the cost grow to less than one percent annually as part of its plan to cancel the seven million US dollars of value by this year.
A proper solution to the airline corporate culture will be the key to solving these unending complaints they receive. Failure to solving the problem put the airline on the verge of a significant downfall. This fall may lead to resigning of employees, who, in return, lead to shortages of services to the passengers. Poor service delivery will shun away the passengers thus a fall of the company.
References
Boamah, M. (2019). Analyzing crisis communication strategies of airline companies in the United States: A case study of Southwest airline 2016 power outage crisis. Studies in Media and Communication, 7(1), 7. https://doi.org/10.11114/smc.v7i1.4190
Henzey, W. V. (1960). Labor problems in the airline industry. Law and Contemporary Problems, 25(1), 43. https://doi.org/10.2307/1190317