I know us United apologists realists elite fliers tend to be biased towards the “little things” denoting signs of improvement in the carriers’ brand since the 2012 merger saga with Continental, but I thought I would draw attention towards an e-mail I received a few hours ago for an upcoming flight from Salt Lake City to Chicago in a few weeks:
This message relates to your trip to Chicago on September 26, 2013 (Confirmation XXXXXX).
Your itinerary includes a flight operated on our CRJ-700 aircraft, which we are in the process of remodeling with new seats and seat numbers. In preparation for this change, we have modified our seating charts to ensure as smooth a transition as possible. As a result, the seat assignments on your flight may have been affected.
We have made an effort to keep your original seating preference; however, we do recommend that you review your seat assignments in advance atunited.com/managereservations, and also during check-in.
We appreciate your understanding and apologize for any inconvenience. Thank you for flying with United. We look forward to welcoming you on board.
How’s that for a change?! I’ve never received something like this from United in the past, and believe you me, I have dealt with my fair share of unnanounced aircraft swaps and equipment changes.
While I had no idea that United was remodeling its CRJ-700s (and I’m not a huge fan of RJs to begin with) this e-mail is definitely a nice gesture, and sometimes, it’s the small things that make a huge difference in the customer experience.