After coming in last among large airlines in customer satisfaction surveys for two out of the last three years, United Airlines has been overhauling its operations in an effort to increase on-time performance and win back customers. Now the airline is working on the physical appearance of its planes and crew.
Every single one of the airplanes in United’s fleet will be getting a make-over. The grey with black and red stripes interiors (knows within the company as the “tequila sunrise” scheme) will be replaced with blue leather. The 1980’s-era overhead bins will be updated as well. The airline also announced that fashion designer Cynthia Rowley will be creating more stylish, updated crew uniforms.
With a reputation for poor customer service, delays, cancellations, broken guitars, safety violations, and lost luggage, can United really overhaul its image with a few aesthetic updates? Probably not, but airline officials hopes they can continue to address the issues that have led to its poor satisfaction survey rankings and eventually turn things around. Apparently, they just want the airline to look good while they do it.