You would think that United Airlines would have learned something from their “United Breaks Guitars” episode a few years back (see video ) below. Today, United announced that they will no longer give priority boarding to passengers with little kids.
Inward vs. Outward
This is an example of inward vs. outward thinking (see Bank of America and Bank Transfer day for more inward thinking). A topic I cover in my new book on Digital Leadership. A reason cited was they wanted to simplify the number of type of tickets they had to issue. This is not a concern for travelers. What is a concern to travelers is longer boarding times since parents weighed down with strollers and curious little ones will cause aisle traffic jams. Also, many parents will avoid flying United if they can’t get priority boarding resulting in lost revenue. Outward out thinkers put the customer first, which it appears United has failed to do once again. Will Dave Carroll sing a new song “United Hates Kids?”
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