Monday’s announcement that United would expand Wi-Fi to the first of its United Express regional aircraft to enable customers to stay connected in flight is a strong example of effectively listening to its customers as it continually seeks to retain and create brand loyalty.
United Airlines Public Relations Manager Karen May told Loyalty360 that customer feedback played a crucial role in adding Wi-Fi on its Regional Jet Service (which includes service to smaller cities as well as to business destinations such as New York, Chicago and....