United Airlines’ Post

The approach detailed below (and the post itself) is a great example of a company understanding the role that emotion plays in decision-making (in this case for customers in a B2C context). By providing the actual weather map, they are reducing some of the feelings of helplessness that delayed travelers experience, simply by arming them with more information. It doesn't help travelers reach their destination faster, but by mitigating customers' anxiety and frustration, United is creating positive emotional associations that can influence future purchase decisions. United is also subtly providing delayed travelers with a common enemy (the weather) that they and the airline are sharing. It creates a sense of affiliation, and it reduces the likelihood that all the travelers' frustration gets vented on the airline. And finally, it creates a sense of status for customers. It's almost as if the airline is saying, "Here, we'll let you see what usually only we get to see, because we know you're smart enough to understand it." Scott Kirby also achieves this when he says in his post that he wants his team to treat travelers the same way they would treat him. How a company makes people feel will always have a more powerful influence on their decision-making than what a company makes them think. It's a very basic principal (which applies equally in B2B and B2G), yet its surprising how often corporations get it wrong. Well done to the United Airlines communications, marketing and customer experience teams in this case.

Actions speak louder than words, yes, but words --- communication is still critical in building positive relationships. Without transparent, empathetic, proactive communications, you're a rudderless boat bobbing in circles. Kudos to United for elevating their proactive communication strategy, giving flyers a glimpse at the bigger picture. It may be sunny where you are, but weather can still impact your flights. When people -feel- informed and in the loop, you leave them without doubt. You pull back stress levels and questions, building trust and a better report. Actions speak louder than words, yes, but words are the foundation of actions. Words/communication relay how and why the actions matter and convey the direction your going. United's move here will also provide that even a little can go a long way.

Full transparency for our customers helps bring confidence and clarity to their reservations.

A picture is worth a thousand words, but a live radar map says it even better.   Sometimes, flights are delayed for weather even when there are clear skies at the airport. The reason is usually that departing (or arriving) aircraft would be forced to fly through a line of thunderstorms that are unsafe elsewhere along the flight path. United Airlines is committed to full transparency for our customers. For years, I’ve asked our teams to pretend that I’m on the flight and have called and asked why there’s a delay. I want them to proactively tell customers exactly the same thing that they would tell me. That’s been easy for me to say but really, really difficult to do given the complexity and real-time nature of the flight network. Technology is moving this closer and closer to reality. Our teams are using gen AI to help write the real-time text updates we send customers whose flights have been delayed, and for those customers impacted by weather we’re now including a radar map that shows how it’s affecting flights. We’re the first and only U.S. airline providing these kinds of specific messages and sending them with assistance from gen AI tools. Weather radar maps are an important step in transparency but there’s a lot more to come. We are committed to building the best airline in history for our customers, and while that usually means running a reliable operation, when something does go wrong – including the weather – we want to be open and transparent with you.

✍ I worked on Airline Flight Delays Dataset given to me by Quantum Analytics NG for my project. I visualize this dataset by using POWER-BI Tools. Records for 5,000,000+ commercial airline flights in 2015, compiled for the U.S. DOT Air Travel Consumer Report. Each record represents a single flight, including the airline name, flight number, origin/destination airport and flight distance, as well as scheduled/actual departure and arrival times.

Our latest Insiders Guide has been published, and this time we deep dive into Schedules Data! ✈ Find out: 📊 The data that makes up a flight schedule ✈ Schedules volatility and its impact ⏲ How often Airlines update their schedules ☁ The quantity of data OAG manages on a daily basis 🧳 The evolution of Schedules Data Read now 👉 https://lnkd.in/eC2j5uJQ #AirlineSchedules #SchedulesData #AviationData #Aviation #FlightData

We all know data is malleable — that it can be manipulated to tell one story or another (almost completely opposite) story. But sometimes I don't think we fully understand the gravity of the implications there: - 𝘛𝘩𝘦 𝘳𝘰𝘭𝘦 𝘰𝘧 𝘣𝘪𝘢𝘴𝘦𝘴 𝘪𝘯 𝘩𝘰𝘸 𝘸𝘦 𝘪𝘯𝘵𝘦𝘳𝘱𝘳𝘦𝘵 𝘥𝘢𝘵𝘢 - 𝘛𝘩𝘦 𝘳𝘰𝘰𝘮 𝘧𝘰𝘳 𝘦𝘳𝘳𝘰𝘳 𝘣𝘢𝘴𝘦𝘥 𝘰𝘯 𝘧𝘭𝘢𝘸𝘦𝘥 𝘦𝘹𝘱𝘦𝘳𝘪𝘮𝘦𝘯𝘵𝘴 - 𝘛𝘩𝘦 𝘳𝘦𝘴𝘱𝘰𝘯𝘴𝘪𝘣𝘪𝘭𝘪𝘵𝘺 𝘵𝘰 𝘴𝘩𝘢𝘳𝘦 𝘥𝘢𝘵𝘢 𝘢𝘴 𝘢𝘤𝘤𝘶𝘳𝘢𝘵𝘦𝘭𝘺 𝘢𝘴 𝘱𝘰𝘴𝘴𝘪𝘣𝘭𝘦 I developed really bad flight anxiety during Covid. My dad works for Delta & I grew up on planes. I loved it! But after a forced break from flying, a ton of anxiety started to creep in — to the point where I'd be on the verge of a panic attack for much of a flight. People would try to talk me out of this anxiety using stats like: ✈ 𝘛𝘩𝘦 𝘭𝘢𝘴𝘵 𝘧𝘢𝘵𝘢𝘭 𝘱𝘭𝘢𝘯𝘦 𝘤𝘳𝘢𝘴𝘩 𝘪𝘯 𝘵𝘩𝘦 𝘜𝘚 𝘸𝘢𝘴 𝘰𝘷𝘦𝘳 𝘢 𝘥𝘦𝘤𝘢𝘥𝘦 𝘢𝘨𝘰 --> in Buffalo in 2009, 50 people died ✈ 𝘚𝘵𝘢𝘵𝘪𝘴𝘵𝘪𝘤𝘢𝘭𝘭𝘺, 𝘧𝘭𝘺𝘪𝘯𝘨 𝘪𝘯 𝘱𝘭𝘢𝘯𝘦𝘴 𝘪𝘴 𝘸𝘢𝘺 𝘴𝘢𝘧𝘦𝘳 𝘵𝘩𝘢𝘯 𝘧𝘭𝘺𝘪𝘯𝘨 𝘪𝘯 𝘤𝘢𝘳𝘴 --> this one is true, but it doesn't make me feel safer about flying, it just highlights the major problem this country has with automobiles & public infrastructure — and the fact that we've all accepted this as normal ✈ 𝘈𝘴 𝘭𝘰𝘯𝘨 𝘢𝘴 𝘺𝘰𝘶'𝘳𝘦 𝘯𝘰𝘵 𝘧𝘭𝘺𝘪𝘯𝘨 𝘢 𝘉𝘰𝘦𝘪𝘯𝘨 737𝘔𝘈𝘟, 𝘺𝘰𝘶 𝘴𝘩𝘰𝘶𝘭𝘥 𝘣𝘦 𝘨𝘰𝘰𝘥! --> 🫣 The problem with these datapoints is that they only tell a small piece of the story — and while it's true that we haven't had a "catastrophic" airline event in the US many years, we have had a WHOLE LOT OF NEAR-MISSES. The New York Times did a deep dive and found that the "Swiss Cheese" model for airline safety (in which contingencies are layered in such a manner that no two holes would ever line up) isn't working as reliably as it once did — and that U.S. passenger planes come *dangerously* close to crashing into each other far more frequently than the public knows. Putting numbers to that: They saw ~300 documented reports of close calls on the ground and in the air over a 12-month period. The problem with data is that both of these are true: ✈ A catastrophic crash hasn't happened since 2009 ✈ Roughly 300 times/year, it almost did And you could use either, on its own, to tell a story that misrepresents the reality of the situation. You're probably analyzing data for your business that could do the same — and whether this is data you're using to inform business decisions or data you're sharing with your audience... It's important to check your biases, contextualize the data, and make sure you REALLY understand the story its telling (and whether it could also be used to tell the opposite 🫣)

10 ways Big Data is Transforming the Aviation Industry - Analytics Insight: Flight Optimization: Big Data enables real-time analysis of weather patterns, air traffic, and fuel consumption. Airlines can optimize flight paths, ... #bigdata #cdo #cto

What's Unique to AirNav RadarBox: Fleet Utilization Statistics & Airport Heatmaps 📊✈️ RadarBox currently has a variety of features and tools, and some of these tools and features are unique to AirNav RadarBox.💻🖥️ Read more on our blog: https://lnkd.in/dRUVgKQ7 🔗 #FleetUtilization #Statistics #Airport

A simple Google search will tell you whether your flight is on time, but did you know that much of the data feeding that search is driven by Cirium? Take a few moments to read the below on how Cirium makes the fascinating world of Aviation more efficient with trusted data and advanced analytics: https://bit.ly/3O96D20 RELX LexisNexis Risk Solutions #aviation #dataanalytics #digitisation