United exec shares idea scoring system, innovation challenges
By Patricia Riedman Yeager, Contributing Writer
United Airlines was going through some turbulence in 2012. That year, the Chicago-based carrier ranked dead last in the annual Airline Quality Rating report, an industry report card that measures customer satisfaction.
A year later, United had made the largest leap in the rankings, which included all major U.S. airlines, improving rates of on-time performance, mishandled baggage, passenger “bumping,” and overall customer complaints. United Airline’s 2014 net income also showed dramatic improvement, spiking to $1.97 billion, up 89 percent from 2013.... continued ...