United Airlines Gate Staffing: A Case of Productivity Recommendation

United Airlines Gate Staffing:  A Case of Productivity Recommendation

By Sophia Dalien

United Airlines have been around for many years and it apparent that its business model in outdated.  

In this new age and time customers have options and are basing their purchases on customer service.

Businesses no longer have business models that caters to its operational structure like cutting cost and being as popular as the next competitor, it now about the customer.  A successful business model today understands today’s customer has options and it’s all about how customers service.  Below are some recommendations I have for United Airlines to better service their customers and bring in more revenue.

Customer Service

Core Compeitantice

 My first recommendation is to make customer service one of their core compeitantices as a company.   Making customer service a core competency will help them have a competitive edge in the industry.  This also will help them keep a consistent focus on customer service at all times. In 2011, 7 out of 10 customers were willing to spend more if the company had excellent customer service (American Express Survey).

Employees

United investing in their employees is one of the main factors they will need to turn their customer service around.  When employees feel valued it will elevate the energy of the entire organization. One of the things they can do is once a year giving an employee $500 towards personal development courses of their choice. Imposing this will only raise wage and benefits by .04% bring the total wages to 28.04%.

Technology

 Customers should be able to check in using their phones and also check in their bags using their phones.  Also for those who choose not use their phone they should have kiosks for check in to help the agent at the desk. They have the option of waiting for the agent or checking in using a kiosk.  Currently, with one agent a passenger check in time is at 30 minutes.  By adding at least 2 kiosks and keeping the same agent the check in time should cut in half.  

Revenue

Advertising

Increasing a budget for business advertising will help bring in reoccurring customers.  Businesses are always looking for preferred airlines and they have enough purchasing power for airlines to pass certain cost on to them.

Membership

Although, United already have a good award system, they can use some improvement. The points the consumer accumulates should not be just for air fare but also convert to hotel and car rentals.  United already has a star alliance program with other airlines and she should try to extend this to car rental companies and hotels.   United can be a base for customers to accumulate points for all other traveling needs. This will help bring in reoccurring customers especially business customers.