美联航为何激起众怒.doc

美联航为何激起众怒.doc

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1、美联航为何激起众怒  WhenvideocirculatedearlierofamanbeingdraggedfromaUnitedAirlinesflightafterrefusingtogiveuphisseattomakeroomforfourairlineemployees,thefootageleftmanywondering:2Hasairtravelreallygottenthisbad?  Thefalloutfromthefootage,inwhichaman,whomwitnessesoverhea

2、rdsayinghewasadoctorwhohadtoseepatientsinthemorning,3isforciblyremovedfromhisseatbyChicagoairportpolice,wasswiftanddisastrous.Itdidn’thelpthatUnitedCEOOscarMunozinitiallyrespondedbycharacterizingthepassengeras“belligerent”4andpraisingtheactionsofUnitedemployees.

3、DavidDaosufferedaconcussion5,abrokennose,andlostteeth,hislawyerssaid.  Thecompany’sstockplunged6.MembersoftheUSSenatecalledforaninvestigation.Unitedcustomerspostedvideosandpicturesofthemselvescuttinguptheirfrequentfliercards,andinAsiatheincidentwentviralamidalle

4、gationsofracismtowardapassengerofAsianethnicity.7  Butiftheoutcry8reflectedtheshockingdetailsofthisoneincident,theincidentalsohintsatadeeperpublicfrustrationwiththeairlineindustryandtheserviceeconomymorebroadly.  Manycustomersfeeltheyarebeingtreatedworseandworse

5、,withfewfinancialconsequenceforcorporations..Increasedstratificationofservices,whereaselectgroupofelitetravelersgetalltheperkswhileseatsgetsmallerandfeespileupfortherest,maybeincreasingthatsenseofdissatisfaction.9  Andit’snotlimitedtoaviationoreventhehospitality

6、industry.10Cableandinternetservicecompaniescameinhighinone2015surveyofcustomerdissatisfaction,conductedbyIpsos11.Healthcare,insurance,andutilities12werealsohighonthelist.Butairlinesarethevenue13forsomebigdisappointments.  “United’spolicyismakethemostmoneyyoucan,

7、butatsomepointthatinterfereswithyouractualjobmovingpeoplefromAtoB,”saysJeffWagg,alicensedtravelagentandpartnerinAbsolutelyCruises!,acruise14-focusedtravelagencybasedinCambridge,Mass.“There’snootherindustrywhereyoupayforaservicewayaheadandthenyoumightnotgetitifit

8、isn’tconvenienttothem.”  “Thisisanoligopolisticindustrythathasbecomeincreasinglycalloustowardcustomersasitrakesinbillionsinprofitsthankstostrongdemandandlowoilprices,

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