10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us

Unfriendly

  • 10minhotel
  • 22 March 2025
  • 2 minute read
Total
0
Shares
0
0
0

Does this resonate with you?

  • You purchased a product and paid in full significantly in advance of the consumption date.
  • Payment for that product was a four figure sum.
  • The vendor does not incur any real cost related to your purchase until you arrive to consume the product on the day.

Arriving on the day to consume the product, you and your fellow customers are berated and abused by the vendor. Not because of any failing on your part as a customer. The low standard of customer interaction is due to the artificial creation of rules, arbitrary ‘guidelines’ and processes imposed by the vendor.

That is the world of airlines today. In this article I have chosen to name names. This is United Airlines.

I have become so desensitized to the non-experience of the airline industry that any expectation at all would already be high. Although, the opportunity to be berated and abused is a sublime addition to the experience package.

United’s arbitrary 15 tier ‘boarding system’, is difficult for regular travellers to navigate when, where and how to board a flight. United’s employees are so mentally broken by their organisation’s self-created processes and chaos that in their mind, it has become the customers fault and failing. Switch to customer belittlement and offhanded directives mode. Speak up about such shoddy treatment? They will arbitrarily label you as a ‘security risk’ and remove you from the flight.

A quick intro guide to using ChatGPT to edit hotel photos. | Martin Soler | 18 comments
Trending
A quick intro guide to using ChatGPT to edit hotel photos. | Martin Soler | 18 comments

It is incredible that an industry so regularly treats the customer so poorly throughout the contact experience. On the ground, in the air and beyond. In a word: disgraceful. But when you have nothing to lose it’s a free for all. It is high time that a broom was put through this industry to remove all of the self-serving protection, controls, rules and law that has essentially made airlines a rule unto themselves with limited meaningful external governance and customer accountability.

Spare the feedback of the X trillion points love fest with said airline. In hospitality we aim to treat every customer equally. At least with a little appreciation, dignity and respect.

Life is so tech. Come fly with me!

Mark Fancourt

Total
0
Shares
Share 0
Tweet 0
Pin it 0
You should like too
View Post
  • Columns

Profound Understanding

  • 10minhotel
  • 13 September 2025
View Post
  • Columns

The Wrong Name Can Sink You (Forget About Branding)

  • 10minhotel
  • 13 September 2025
View Post
  • Columns

Are we there yet?Ah…..not even close.

  • 10minhotel
  • 6 September 2025
View Post
  • Columns

Hand over your documents (and maybe your soul, too)

  • 10minhotel
  • 6 September 2025
View Post
  • Columns

That (doesn’t) stink!

  • 10minhotel
  • 30 August 2025
View Post
  • Columns

What is the problem?

  • 10minhotel
  • 23 August 2025
View Post
  • Columns

Trappist Porn, Agentic AI, and the Return of Invisible SEO

  • 10minhotel
  • 16 August 2025
View Post
  • Columns

Shafted

  • 10minhotel
  • 16 August 2025
Sponsored Posts
  • The Practical Guide to Hotel Automation

    View Post
  • 2025 SOCIETIES Quaterly 3

    View Post
  • The Future of Revenue Management Is Strategic Leadership – LodgIQ

    View Post
Latest Posts
  • RMS joins as a pioneering partner to integrate with SiteMinder’s Smart Platform
    • 16 September 2025
  • Meyer Jabara Hotels Celebrates International Housekeeping Week to Honor the Unsung Heroes of Hospitality
    • 16 September 2025
  • Cendyn Hotel Digital Marketing Performance Index Finds AI Cuts Acquisitions Costs 19 Percent
    • 16 September 2025
  • Hideaway Inns Opens Its First Property in Mount Sunapee, New Hampshire
    • 16 September 2025
  • How to maximize hotel revenue: key learnings form a revenue manager
    • 16 September 2025
Sponsors
  • The Practical Guide to Hotel Automation
  • 2025 SOCIETIES Quaterly 3
  • The Future of Revenue Management Is Strategic Leadership – LodgIQ
Contact informations

contact@10minutes.news

Advertise with us
Contact Marjolaine to learn more: marjolaine@wearepragmatik.com
Press release
pr@10minutes.news
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
  • 📰 Columns
  • About us
Discover the best of international hotel news. Categorized, and sign-up to the newsletter

Input your search keywords and press Enter.