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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane.

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What’s the Opposite of Excellent Customer Service? 

The video of the passenger who was violently dragged off a United Airlines flight on Sunday night has potentially damaged customers’ trust in the company.

And if a passenger being forced off a plane isn’t enough to upset customers: The passenger is a doctor who needed to see his patients on Monday morning.

United offered customers up to $1,000 to volunteer to give up their seat on this Sunday night flight. I don’t know about you, but when I travel, I want to get where I’m going as fast as possible and $1,000 would not be enough for me to give up my seat.

What you already might know is that this incident has damaged United Airlines’ online reputation. What you might not know: Customers have written at least 50 reviews since the incident on just Yelp and TripAdvisor combined.

“Don’t take this airline unless you want to be mercilessly physically beaten at their whim,” a reviewer writes on Yelp. “There’s a video, you’ve been warned.”


Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She's a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.