Thursday, December 25, 2008

United Airlines Responds

I recently sent United Airlines an email requesting information about a corporate blog. I received a response at 11:54 PM EST December 24, 2008. That's right, United Airline's sent me a response on Christmas Eve. While I am thankful for a the response, the timing is a bit odd. Here is United Airlines' response:


Dear Mr. Coyle,

I appreciate your request for the information regarding the blog of United Airlines.
Mr. Coyle, your complimentary comments about our magazine is especially appreciated. Please know that United does not have a blog.
Than you for your interest in United. We look forward to serving you again.

Shailesh Singh
United Airlines Customer Relations


Again, I'm glad to see United Airlines respond to my email. Additionally, it looks like someone actually read my email and responded accordingly. It is much better than a simple "canned" response telling me that I'm a great customer, which is what I was expecting.

Overall, I feel United Airlines could really benefit by participating in social media. It doesn't necessarily need a blog; however, it should start by listening to consumers online at a minimum. Influential blogs such as Consumerist are always posting things about the brand online. For example, Consumerist recently published a post about a man suing United Airlines over getting him drunk and causing him to beat his wife. The article has received 12,500+ views and 59 comments on Consumerist alone. I'm sure that won't bode well for United Airlines. United Airlines, are you listening?

Does anyone know if United Airlines monitors discussion about its brand online?

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