The reason I don't feel particularly bad for United is that this was not a single mistake. It was a series of mistakes, each compounding the last to really create damaging PR. I feel like they earned this one.
1) They didn't notify the parents when the child was first re-routed. While this is a serious mistake, and not something to dismiss when you're considering sending a child with United, I think it falls into that small error rate that might appear when you're serving millions of customers.
2) When the parent contacted customer service they weren't immediately helpful. This, to me, is the point when they start earning the "name and shame" treatment. If a parent calls with an issue related to an unaccompanied minor this should immediately be raised to the level of "take this very seriously" customer support.
3) They only refunded the chaperone costs of the ticket. After making a serious mistake, they didn't issue a mea culpa and do everything in their power to make up for their mistake. After what the child and parents went through, it should be a no-brainer to refund the entire ticket price. If they are making mistakes of this level so often that they can't afford to refund the tickets in situations like this the "small error rate" defense no longer applies.
4) They blocked the account of someone trying to resolve the issue. This looks extremely petty and makes it appear as an "us" vs. "them". In a PR war you never want to be up against a wronged child. Guaranteed outrage.
The combination of these factors make me think its totally appropriate to name and shame. Of course social media reactions should be a concern for every business, but if you don't monumentally and repeatedly make mistakes you have a lot less to worry about.
I guess my point is, don't paralyze yourself by fear of making mistakes. When (not if) you do make a mistake, own it and respond appropriately.
I couldn't agree with you more! Unaccompanied minors should come before everyone else on the flight - even first class. They certainly charge you enough for it.
1) They didn't notify the parents when the child was first re-routed. While this is a serious mistake, and not something to dismiss when you're considering sending a child with United, I think it falls into that small error rate that might appear when you're serving millions of customers.
2) When the parent contacted customer service they weren't immediately helpful. This, to me, is the point when they start earning the "name and shame" treatment. If a parent calls with an issue related to an unaccompanied minor this should immediately be raised to the level of "take this very seriously" customer support.
3) They only refunded the chaperone costs of the ticket. After making a serious mistake, they didn't issue a mea culpa and do everything in their power to make up for their mistake. After what the child and parents went through, it should be a no-brainer to refund the entire ticket price. If they are making mistakes of this level so often that they can't afford to refund the tickets in situations like this the "small error rate" defense no longer applies.
4) They blocked the account of someone trying to resolve the issue. This looks extremely petty and makes it appear as an "us" vs. "them". In a PR war you never want to be up against a wronged child. Guaranteed outrage.
The combination of these factors make me think its totally appropriate to name and shame. Of course social media reactions should be a concern for every business, but if you don't monumentally and repeatedly make mistakes you have a lot less to worry about.
I guess my point is, don't paralyze yourself by fear of making mistakes. When (not if) you do make a mistake, own it and respond appropriately.