Customer service is a priority

I enjoyed Mike Welch's April 26 publisher's column entitled, "Even the best can bungle customer service." Regarding his mention of his recent experience with United Airlines, his point is well taken. I know that our sponsor, as well as myself, was disappointed to learn that on this occasion United fell short. By way of explanation regarding why Mr. Welch was expected to go through Denver to get from Chicago to Madison, it is standard in the airline industry to charge extra for a stopover at an intermediate destination that lasts more than four hours. By suggesting that Mr. Welch travel through Denver, the United representative was probably attempting to help him avoid this extra charge. Still, a more customer-centric solution, as Mr. Welch suggested in his column, may have simply been to make an exception. I can assure the readers of Credit Union Times that United is committed to taking the hassle out of air travel by reevaluating and simplifying policies and rules to retain only those which make the most sense to both United and the customer. I also know that United is training its employees to become empowered problem solvers who go outside the box when appropriate to ensure good customer service. It is truly a work in progress. Comments like those made by a frequent flyer like Mr. Welch highlight the value of process simplification and empowerment initiatives. Robert W. Bream President United Airlines Employees Credit Union