By Andy Black

The internet was recently swamped with footage of United Airlines staff dragging a passenger off one of its jets. The Drum Network asked some of its members: what does the scandal say about the airline’s customer service and how will this affect the United brand going forward?

Danny Turnbull, managing director, Stein IAS

Having travelled with United, I’m not surprised to some degree – their ‘customer service’ is infamous. But, bloodying a paying customer (a doctor, not a drunken stag do reveller) just to maintain its operating crew schedule plumbs new depths. The scandal is indicative of the way many Read full story ›

Source: The Drum