United Seeks ‘Four-Star’ Service With Employee Behavior Standards

In need of an image makeover, United Airlines opened the year by holding employees accountable for lagging customer service. New baseline standards developed last year measure frontline workers on courtesy, graciousness and consistency.

United had been working with Forbes Travel Guide on standards for each of the carrier's work groups. The idea is to get impartial input from outside the organization.

The airline last spring hired Jayne Griswold from Forbes to serve as managing director of service and hospitality, reporting to customer experience VP Jimmy Samartzis. At Forbes, Griswold helped create criteria and measurement standards for hotels, restaurants and . . .

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Author: David Jonas

David Jonas in 2006 co-founded business media firm ProMedia.travel after ten years as a journalist with Business Travel News. David rejoined BTN in 2010 as executive editor when its parent company acquired ProMedia, and in 2014 co-created The Company Dime. David has a bachelor's degree in communications from Cornell University.