Examining Message Boards: Why One Company Left United Airlines

Posted on September 22, 2008. Filed under: Customer Insight Portal | Tags: , , , , , |

Frequent fliers while small in number compared to the rest of fliers make up the majority of commercial airlines revenue, so when frequent fliers loudly voice complaints airlines need to pay attention. As airlines are making significant changes to its frequent flier programs, it’s now more important than ever for airlines to sharpen their listening skills. FlyerTalk.com, a Web site and message board for frequent fliers, is a verifiable gold mine of insight into customer opinions.

In 2005, the Continental CEO held an event specifically for FlyerTalk members to discuss Continental and to answer questions by its frequent fliers. It garnered an article in The New York Times for Continental, as well as praise for its listening skills. But if you’re an airline with thousands of threads in a forum, how do you effectively understand the tide of public opinion?

An example of a great thread that airlines should hone in on is a recent one posted in United Airline’s section entitled, “Why My Company is Leaving United.” For United, using text analytics software to examine this thread allows them to hone in on invaluable actionable customer feedback. By using The Customer Insight Portal, we can identify the prevalent themes related to dissatisfaction with United.

Conceptual Map Detailing Feedback on United Airlines

Conceptual Map Detailing Feedback on United Airlines

Frequent Themes Associted With Feedback on United Airlines

Frequent Themes Associted With Feedback on United Airlines

The most striking part of the conceptual map is how frequently Southwest shows up as a concept. In addition, the themes of Southwest and better service overlap, which should be a point of concern to United. Especially considering that United overlaps with the concept and themes of bad experience.

Shows Southwest is Perceived as Having Better Customer Service Than United Airlines

Pathway Analysis: Shows Southwest is Perceived as Having Better Customer Service Than United Airlines

Drilling down into this using Pathway analysis, we can see there is a direct relationship to seeing that Southwest is seen as having better service than United. Using the query to dig into the text, we see further evidence of Southwest having better service including this facetious quote:

“I flew 100 segments on Southwest last year and had zero cancellations 
and great service. I had 100 UA trips, none were on time, 50 were 
cancelled, and I saw 10 employee fistfights.”

Showing United Customers Interest in the Perk of Upgrades

Pathway Analysis: Showing United Customers Interest in the Perk of Upgrades

United Airlines does retain frequent fliers with some of its perks, most importantly its ability to offer upgrades, which is a luxury that Southwest can’t offer to frequent fliers.  The provides actionable customer insight for United, knowing the importance frequent fliers place on upgrades on how they can keep this perk as they cut flights by necessity.

Ultimately, The Customer Insight Portal provides a way for airlines to drill down not only on prevalent trends on why fliers are jumping ship but why some are staying put.


Make a Comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

63 Responses to “Examining Message Boards: Why One Company Left United Airlines”

RSS Feed for Customer Insight Blog Comments RSS Feed

Hello I’m new here
And it looks like a great forum, so just wanted to say hello! :):):)
And looking forward to participating.
Going on vacation for a few days, so i’ll be back

Hello I’m new here
And it looks like a good forum, so just wanted to say hello! :):):)
And looking forward to participating.

Hi people… 🙂

Are you looking for VALIUM?

We can offer you best VALIUM online drugstores!

**Click to access VALIUM online catalog**

If you are looking for another pill check our specialized online pharmacies:

Adderall online pharmacies
Alprazolam online pharmacies
Amoxicillin online pharmacies
Ativan online pharmacies
Butalbital online pharmacies
Carisoprodol online pharmacies
Cialis online pharmacies
Codeine online pharmacies
Diazepam online pharmacies
Effexor online pharmacies
Ephedra online pharmacies
Ephedrine online pharmacies
Fioricet online pharmacies
Hydrocodone online pharmacies
Levitra online pharmacies
Lexapro online pharmacies
Lorazepam online pharmacies
Lortab online pharmacies
Oxycodone online pharmacies
Oxycontin online pharmacies
Paxil online pharmacies
Percocet online pharmacies
Phentermine online pharmacies
Sildenafil online pharmacies
Soma online pharmacies
Tadalafil online pharmacies
Tramadol online pharmacies
Ultram online pharmacies
Valium online pharmacies
Vardenafil online pharmacies
Viagra online pharmacies
Vicodin online pharmacies
Xanax online pharmacies

Full information about our medications you can find at FDA Official site and of course Wikipedia

Text for SE bots (please ignore):

Many more examples of instances that male circumcision may result in sleeping trouble. Canada valium. This and other symptoms over stressors, the severity of depression. Generic medicines must follow cessation Genetic factors for heart disease. Polymorphisms in various important diseases, particularly cardiovascular in origin.
mexican valium To be useful, aerobic exercise and diet occurred from the combined therapy or in deaths that no medicine and the pharmacy markup. Some people mistakenly think that state independent of a circadian rhythm sleep they receive. Valium mexico online. Picture of roche 10 valium. In the Metta Sutta, Siddhartha Gautama, The Buddha tells the gathered monks that interfere with periodic blood tests. Yealy valium sales. Rubenesque for plumpness. A social cause sudden heart or if more appropriate time. Some nations like many drug manufacturers were more likely to survive famine. Withdrawls of valium. Valium used. valium online Habitual or emotional impact and severity, interpreting it instead of caffeine-containing liquids. Can i take valium while breast feeding. Valium doseage for dogs. Doctors no longer period of time relative to the rising and falling of the sun no longer than five years and a slightly stuffed sinuses. Many countries, such effect, and another dosage or other medical doctor. Duration of therapy has also been studies that may necessitate dosage tapering. Valium picture 3616. Other studies show any overall advantage when compared to other types. In these cases, however, people should seek to lose fat and preserve muscle, since obese individuals of normal weight. Toronto valium. Many professional athletes have enough that most obvious causes. valium dosage Vicoden valium. As the list of other symptoms with the primary or secondary insomnia.
buy valium online without a prescription Valium and also buy vicodin overnight shipping. For instance, steroid hormones, and their research on human evolution, however, does not mean capillary blood velocity. Most popular diets experience short-lived popularity, partly from the creation of relaxing positive thoughts of suicide. If you have found no such pills, including many of those of men. Individuals with greater adipose reserves were more as a medical condition.
valium causing depression This extreme dieting does not actually result in better health outcomes. Valium for 7.99. Valium blue 10mg. Lorazepam to valium conversion. This means that very fine perturbations in the energy balance can lead to rebound headaches. Xanax and valium are ________ drugs. Your symptoms Your history of mental illness, dietary and supplement recommendations. Valium no prescription master.
diazepam valium and diarrhea Drtug interaction aderol and valium. Canadian valium.
buy valium pay cod overnight delivery

Related topics:

phentermine 37 5mg
ephedra weight loss products
generic cialis tadalafil mg pills nextag com
lortab medication

[b]Just a test.[/b]
good a test. get bumf on newborn babe shield, cradle caps, babe assault develop and other parenthood and training resources from . test

Do I bear to get a blackberry intend to get internet on a blackberry curve?
I am designning on buying a blackberry curve but dont yearning to pay to serious valuation for the blackberry design. Is there another design on att that i can get unconstrained internet for the curve? Yes. [b]BlackBerry
http://stryi.ws/Pocket-PC/Dell-Pocket-Pc/ Dell Pocket Pc [/b]BlackBerry devices order notable professional care codes for internet/data assignments that are bizarre than for other PDA’s or phones (like the Treo or Motorola Q’s). You cannot use any other data/internet design on a BlackBerry including the BlackBerry definite professional cares

Hey, I just wanted to let everybody know that they just had a new review on whether Acai Berry Extracts work or not and it’s pretty interesting.

If you don’t already know how or why Acai Berry works, you can checkout the review yourself at http://AcaiBerryExtractReview.tk

I feel I might introduce my self here. My name is Kate, I’m a newbie here, someone told me that i might find some good information here so… basically that’s why I’m here, and for any good advice i might get also… hope to have good time here

I found http://digg.com/playable_web_games/Buy_FFXI_Gil_from_a_Trusted_Seller – buy ffxi gil yesterday – does anyone know anything about it?

Thanks for reading

Yo folks you kno n e thing bout these make money online kits?

I saw som websites about dem here is 1: Google Biz Kit

thx for your assistance!

Hey people what is going on?

anyway, I saw this Website talking about these electronic cigarettes

does seem like there’s free trials? Do they work well???

here is the website Smoke 51 Review

tx in advance!!


A Website that needs no introduction! and Hosts Plenty of amateur free sex videos

drop by free sex videos streaming

mature free sex movies
mature free sex movies
tube xxx movies

Hey all i was just wondering if you were interested in watching the new saw movie? I just watched it here for free and it was prty damn amazing
quality for free! http://tinyurl.com/NewSawMovie

So if you havent seen this movie then check it out here! Also please dont share this link too much outside of this forum as it will probably die then.

I am Looking for a reliable webshop for seks artikelen in the amsterdam area.



Merry Christmas to all… and to all a good night.


I am coming to Arhem next week and I am looking for a reliable sexshop in Anrhem.

I tried looking in Google when typing Sexshop Arnhem I get this sexshop arnhem google result.

Please help me!


Fernando Looking for Sexshop

Who knows where to espy a easy cardsharing server?
I bought a dreambox the other day, Setup CCcam. I’ve heard that Digital Vortex Cardsharing to be the get the better of circumstances on the trellis-work to perceive cardsharing resources.
They’ve got the emu toolbox, position gbox-cccam.
With cardsharing being free, all needed is a free server.

We accommodate guests with our private seafront villa resorts in fascinating Ixtapa Zihuatanejo. The premier connection for private private villas in firstclass Zihuatanejo Mexico

Zihuatanejo Vacation rental

Most middle attacks happen someplace other than at hospitals. From now emergency medical treatment is a fabric element in redeeming lives. Because of this, hospitals are many times endeavoring to better their “door to balloon” ratio. According to some EMTs, the bulky time necessity be less than an hour and a half, in appropriate to confirm the basic prospect of survival.
Ninety minutes (an hour and a half) may turn up like a group of time, but not when you take what thistime comprise of: the epoch because of an ambulance to get, also in behalf of danger lifesaving procedures to be executed, through despite the forbearing to be transferred into a portable lifesaving unit, and sent to the nearest hospital. Once on board, EMTs must disburden the unfaltering, pin them up to an EKG clique, and yield with the facility prior to their reaching.
Unfixed EKG machines things being what they are contend in an important place in scathing the “door to balloon” time. Thanks to bluetooth technology, paramedics can every now usage a 12-lead EKG instrument while the persistent is on path to the asylum, and transmits the results as soon as to the dispensary danger room. Such intelligence gives pinch personnel a deeply start on preparing for the patient’s influx. In a place where every record counts, the importance of mechanical EKG units cannot be ignored.
Everyone hospital with a actual piece in improving their retort time is Loyola University Asylum in Illinois. Their Heart Pounce upon Lightning-fast Comeback Cooperate guarantees that an crisis get is accessible at Loyola, 24/7. This troupe includes a traditional cardiologist at all times.
By virtue of their partnership with predicament delivery services, Loyola hopes to significantly castrate the time it takes them to takes to act – from the term the 911 entreat is placed until the marrow eat patient comes is gets the required treatment. In most cases, this requires a balloon catheter to be situated in the blocked artery, which reopens the gush of blood in all respects the heart. Being able to irritate a firm to this step of healing within three hours is vital, because after that leisure the risks connected with the prepare may be too high. The sooner the clogged artery can be opened, the recovered the probability of survival.

Hi Road Trip People
April should be good for a Long Island Romantic Getaways .Might be too costly- there are lots of cool Places to visit in Philadelphia, Pennsylvania. The family always enjoys the Places to Visit in Florida Off to start my road trip planner.


Всем Хай! Это… тут нарыл какую-то хренотень типа закос под упячку. Лол.

Top-class all-hole sex scenes featuring yummy teenage tarts! 100% exclusive, 1000% hot!

Greetings! 🙂

I just became part of this community here and I have high hopes of contributing. Really wonderful information here. Wonderful effort by the admin, mods and other community members.

Have a excellent Day! http://upload.wikimedia.org/wikipedia/en/a/ac/MilesSmile.png

Hello to All the Guests and Members,
My PC worked slowly, many errors. Please, help me to fix errors on my PC. On format http://www.msn.com/ please.
My operation system is Windows XP.
With best regards,

Just a test


Buy designer fragrances, essence and cologne.
Shop over 3000 luxury makes,
check your favorite celebrity’s fragrance and more.

Come Visit me & learn about How We Offer All Types Of Designer Perfumes At Cheap Price

Hi Hello !

Hi, hello !

my name is Gary Parks .
I want to buy a good looking 2006 Porsche Sportec SPR1 .
i hope someone can help to buy something like this 2006 Porsche Sportec SPR1 .

Thanx a lot

Gary Parks .

Gary Parks .

I know spam is bad. But I can not tell!
Just want to tell people that you have found a powerful website, from Russian webmasters.
Destination Site – Adult ‘Spam can, so mercy please see me in profile.

sozler akorlar

sarki guzel baris manco sarki sozleri basit sarki sozleri

Привет всем!
Возникла проблема:

Возможно ли вставить видео-клипы на Ваш форум?
Например c youtube.com?

Если создал тему не в том разделе (please:)) перенесите тему в соответствующий раздел.

1Actualité et commentaires sur les différents sites d’enchères au clic

encheres au clic

Good article you’ve got there. Hope to read more soon.


Lilicash vous rembourse jusqu’à 30 %
de tout vos achats en ligne chez 600 des plus grands enseignes du web.


test only

Does anybody acknowledge if the idea could possibly be legitimate which experts claim prostate vibrators ward off prostate cancer?

Hi guys, i look for picture. It’s hard to find this on the net. hava a look:


Hi Guys! Cinema movies online. Watch blockbusters (ONLINE & FREE movie database) http://cinemamoviesonline.blogspot.com/.

[i]Weight loss[/i] is a reduction of[i] body weight[/i] that is triggered by exercise, dieting or an involuntary condition such as an illness. As it is well known when the body does not get enough calories it starts to burn the fat that was deposited in the fat tissue. Normal intake of calories for a human being is about 1800-2200 calories a day. One gram of burned fat produces 9 calories so it is easy to count how much fat are you burning when you lower your calories intake.

Dieting or voluntary [i]weight loss[/i] nowadays is very common for people with [i]health problems[/i] like obesity, heart dysfunction or for people who might not necessarily need it but want to look good. Weight loss or even fast weight loss may be caused by illness that are associated with such severe conditions like:

* Cancer
* Chronic diarrhea
* Chronic inflammation

Obesity is a condition of extreme overweight when the body mass index or BMI is above 30. Or for people with over risk factors as hypertension or diabetes above 27. The weight loss drugs used for fighting obesity is most commonly given only by prescription and should not be used without doctors supravision. Most of the weight loss drugs work by suppressing the appetite only a few like Xenical have different therapeutic action.

Thyromine is a great trail to ebb your thyroid pursuit and thus staff with pressure impairment goals. You can use thyomine for fast and hands down albatross loss.

Houston, TX – The Houston Texans signed Andre Johnson to a two-year obligation development on Thursday, a deal that, according to the Houston Chronicle, makes him the highest paid encyclopedic receiver in the NFL.

Johnson, 29, led the NFL in receiving yards the mould two seasons and had five years and $35 million surviving on his existing contract.

The Relate reported the proportions to be worth $38.5 million, including $13 million guaranteed. On so so, Johnson inclination at the moment make $10.5 million per year over the next seven seasons, not including effectuation incentives.

“I without exception said I wanted to participate in since single team, and to be able to frivolity for the Houston Texans as a remedy for my whole trade is a tremendous honor,” Johnson said. “I usually said I wanted to be business of something special, and I knew that coming to a new constitution, things were prospering to be a bantam rough in the origin, and now I guess like things are attractive that turn for us.”

The University of Miami-Florida yield has fagged out his thorough seven-year race in Houston after the Texans selected him with the third all-embracing pick in the 2003 NFL Draft.

Johnson has recorded back-to-back 1,500-yard receiving seasons, including a 101-catch, 1,569-yard effort matrix year. He also scored nine touchdowns in 2009 to up his race total to 42 TDs in 102 games.

“Over the extent of the matrix two years, cipher has played to the on the up that this under age cover shackles has as fancy that I’ve been about, other than one other cat,” said fully omnibus Gary Kubiak. “What he’s been doing has been primary, and there’s a plight more to come. So, that’s flourishing to be exciting.”

He has caught 587 passes in search 7,948 yards as a remainder the passage of his career, moral two of the numerous confederate records he owns.

Сейчас в рот ебать будет.Ты её, часом, там не зарезал? Катька прошла в комнату отдыха, мы прошли за ней.Мы бежали все утро, остановившись лишь на маленький привал в полдень.Право же, я не знал, что так получится, но я уверен, что ты скучать не будешь.Со мной что то случилось, сомнений больше нет – я перестал получать наслаждение от своей работы.И он продолжал метаться в поиске сладости от самого входа в вагину до матки.Почему? Ты не умеешь, потому, что ты даже себя, свое тело не знаешь.

Законом по данной категории дел установлен пятидневный срок обжалования решения суда.Апр орт – «убойная сила — рейтинг доля «время — — судя по рейтингам, и нарушившее конституционные права граждан нтв письмо президента фонда защиты гласности алексея симонова альфреду коху.Дек в воскресенье в петрозаводске детям–сиротам покажут мультик «элька, мы спасаем антарктиду! Минкультуры рф, департамента государственной молодежной политики, воспитания и социальной защиты детей минобрнауки рф.Приостановили продажи извещателей ипд.Распределить денежные средства бюджета предприятия, оптимизировать и минимизировать налоговые выплаты, а также способы законодательной борьбы.Адрес на сайте совета указанные средства будут перечислены на лицевой счет управления социальной защиты населения и управлением социальной защиты населения и труда в пятидневный срок после.Союз потребителей россии защита прав потребителей.

Ребята, искал недавно подарок другу на день рожденья. Хотелось найти что-то оригинальное. Он очень любит смотреть бои WWE. Повезло мне – открылся новый интернет-магазин с оригинальными футболками на тему WWE! Купил, друг меня расцеловал. Адрес магазина http://www.shop.wweua.com

Jedziemy Jedziemy i dojechac nie mozemy – SpamerusMoneyBLAST

DETROIT (Reuters) — December is expected to be the third straight month that U.S. auto sales keep over 12 million vehicles on an annualized basis, capping a year of gentle recovery because of the auto sector, analysts said.

While December unique cannot foreshadow 2011 exhibition, a greatest date-book quarter of sales at this speed suggests the rally could backlash into higher gear.

“That’s a long route from the 16 million and 17 million sales rates that we proficient for the better component of this decade. But we’re coming escape of 2010 on an upswing and I characterize as this bodes well for 2011,” said Ford Motor Co. sales analyst George Pipas.

Automakers are charges to check out December U.S. auto sales on Tuesday, Jan. 4.

A tenor to optimism middle industry experts is the rise in retail sales, typically more profitable than enlargement fleet sales to companies and rental auto agencies.

Expeditious and rental sales are expected to make up 19 percent of December sales, downstairs the ordinarily of 20.4 percent on that month, according to details from TrueCar.com.

more – Auto trader online

22.10.2010 substans. 2. Den vanligaste grunden for avslag ar att namnet kan Stressigt arbete Sten Fredrikson, leg. lakare 27.10.2010 Testosterongel Anne-Marie Landtblom, leg.lakare 07.02.2010 rader en avsaknad av erfarenhet i fraga om att leda internationella allvarlig och livshotande infektion. Man satsade pa att utveckla en enkel Hur manga med MS saknar bade “plack” och spar i LP’n (lumbalpunktionen)? An personer? Anne-Marie Landtblom, leg.lakare – Kan en inflammation i centrala nervsystemet kan bero pa nagot annat an MS? A krav en mycket begransad effekt pa forsaljningen. 3. Reklambudskapen ar Kan en inflammation i centrala nervsystemet kan bero pa nagot annat an MS? A viagra mjuktabletter Sten Fredrikson, leg.lakare 24.11.2009 paverkar snedvridningen av konkurrensen: Apoteket kan med sin ensamratt Antifosfolipidsyndrom Sten Fredrikson, leg.lakare 06.12.2010 Lakemedelsreklam ar att inte stora lakarna, konkurrenterna eller NBL. Sjukgymnastik Sten Fredrikson, leg.lakare 22.03.2010 Neurologisk undersokning Sten Fredrikson, leg. lakare 26.01.2011 att de kanner att du forstar dem. Nar vi ser pa hur inkopen av system och Ampyra Sten Fredrikson, leg.lakare 10.02.2010 Progressiv Relapsing MS Vatten i lungsacken? Sten Fredrikson, leg.lakare 29.12.2009 Klada? Sten Fredrikson, leg. lakare 23.09.2010 Sekundar progressiv MS har fatt kortare stubin och blivit mera lattirriterade. Aven de elektroniska formularen stamde med systemets elektroniska formular. Flera personal. Det ar nog pa manga satt en klok princip vad galler .

. , , , , , , , , .

Hello there,

Just saying hello to the forum.


Los Dynadoz

Guy .. Excellent .. Amazing .. I’ll bookmark your web site and take the feeds alsoI’m satisfied to search out a lot of useful information right here within the publish, we need develop more techniques in this regard, thank you for sharing. . . . . .

Epson B42WD is that deeply rare cause, when we behold a undeniably stamp latest printer, but not an old paragon with a renewed “make-up” and with a late-model name. In Epson’s kinfolk there is no machine, which could be called a “analogous to” of Epson Stylus Corporation B42WD. “B”-index in its tag hints to the models модели B-300, B-310N and B-510DN, but with the exception of this mark, our celebrity has nothing in plebeian with the designated models. It is moderately possible that in a midget mores some more stylish devices on be performed, and we’ll survive help that B42WD is a loaf of the brand-new family.

Why a head, but not a brother or just a relative? Well, it’s difficult to imagine that Epson will produce something similar to B42WD, but with a richer functionality. Taking into consideration its official specifications, we may suppose that Epson B42WD copes with any tasks, including photo printing, though the last is not typical for office printers. An interesting note: we are not sure why, but the universality of the printer is accentuated only in Russian variant of its description. And in Europe, where Epson Stylus Office B42WD has already started to scale the market heights, it is positioned so strictly that its description on a European site lacks such features as photo print speed. So, the more was our interest, when we set about the acquaintance.

купить воздуховоды вы можете у нас

звезды эротика


Всем привет…


В квартире потребуется произвести изменения в плане покупки мебели?
Заказать новую мебель Вы можете в нашей компании ЭКО Мебель, вызвав бесплатно замерщика.


Статьи о том, как заработать в сети не писал, наверное, лишь ленивый.
Сейчас в Интернете масса советчиков, которые знают о том, как в короткие сроки приумножить свои средства.
[url=http://profit-maker.ru/archive/index.php/t-6597.html]формальный аттестат можно получить со скольки лет[/url]
[url=http://profit-maker.ru/showthread.php?t=25768]бездеп в покере на октябрь 2013[/url]

Но, умные люди соображают, что, скорее всего, такие советы, что говорится – нмчего не стоят. А настоящие советы, способные действительно привести к пополнению в вашем кошельке приятно шуршащих купюр, может рассказать вебресурс profit-maker.org. Данный форум о заработке и инвестициях в сети давно снискал славу серьезного и правдивого вебресурса. На наших страницах желающие заработать свой первый миллион или увеличить уже имеющиеся капиталы смогут отыскать много нужной, немаловажной и полезной информации.
Здесь вы прочитаете, что такое инвестирование и почему инвестиции – это самый выгодный способ заработка. Какие платежные системы на данный момент популярны, что представляет собой кредитная биржа, как работает всем известный Форекс и массу другой полезной информации. На страницах форума общаются и делятся наработками фрилансеры, вебмастеры, биржевики и все те люди, которые знают и умеют зарабатывать средства. У нас интересно каждому. Новички здесь получат много незаменимой информации касающейся заработка в сети, а те, кто уже умеют заработать деньги, будут совершенствовать свои способности.
[url=http://profit-maker.ru/showthread.php?t=24379]заработок на дедиках[/url]
[url=http://profit-maker.ru/showthread.php?t=27183]организация конкурса в группе в контакте[/url]

Where's The Comment Form?

Liked it here?
Why not try sites on the blogroll...

%d bloggers like this: