Customer Service

United Airlines Gives Appalling New Meaning to Customer Service

United Airlines’ self-made firestorm spread on Tuesday, as a video showing a passenger being forcibly dragged off a plane continued to make the rounds on social media. The passenger had refused to comply after being told he’d been bumped off the Sunday flight. The incident sparked international outrage, including calls for a boycott of the airline and for CEO Oscar Munoz to step down.

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ApprovedBusinessBusiness and finance

A passenger is dragged from a United Airlines plane

UNITED AIRLINES urges travellers to “Fly the Friendly Skies”. The company makes no promises about its customer service before take-off. When, on April 9th, a traveller in Chicago refused to give up his seat on an overcrowded flight to Louisville, Kentucky, police yanked him into the aisle and dragged him by his hands along the floor, bleeding after he cut his head on an armrest. Horrified fellow passengers took videos on their phones and posted them to social media.

The company’s initial response was possibly the worst bit of crisis-PR in history, noted one media commentator. As videos of the bloodied man quickly went viral, Oscar Munoz, the carrier’s boss, woodenly apologised for having to “re-accommodate” customers. In an internal letter to staff, Mr Munoz said crew had “no choice” in their action and blamed the flyer for not co-operating.

Overbooking, which is common at many carriers, was not the problem. Rather, it was late-arriving, off-duty airline employees who needed seats at the last moment. The usual way of persuading paying passengers not to fly—offering lots of cash—did not work. Such bargains are best struck before boarding the plane….Continue reading

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Software

Kingsoft Adds Cloud Support to WPS Office

Kingsoft had announced an expansion to its WPS Office suite to include WPS Cloud. The upgrade enables users to work in a cross-platform office suite environment with added storage, file roaming and sharing capabilities. The cloud-enhanced version is available for PCs and mobile as a fully functional free release and with premium subscriptions. It runs on Linux, Windows, Mac and Android devices.

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Tech Law

Labor Official Skewers Google Over Gender Pay Discrimination

The Department of Labor has found “systemic compensation disparities” between Google’s female employees and their male counterparts, regional director Janette Wipper said at a hearing in San Francisco. The hearing was in connection with the department’s lawsuit over Google’s failure to hand over detailed compensation data about employees at its Mountain View, California, headquarters.

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ApprovedBusiness and financeFINANCEFinance and economics

East Germany’s population is shrinking

WERE it not for the graffiti on abandoned buildings, Bitterfeld-Wolfen, two towns north of Leipzig joined as one in 2007, would seem devoid of young people. Pharmacies, physiotherapy surgeries and shops selling garden gnomes line the sleepy streets. In its heyday the place had a booming chemical industry. Today “the air is much cleaner and we can finally hang out laundry,” says an elderly local out on a morning stroll. “But many jobs were lost and so few children are left.” He points out a building that was once a school; today it is one of many care homes.

Despite an influx of 1.2m refugees over the past two years, Germany’s population faces near-irreversible decline. According to predictions from the UN in 2015, two in five Germans will be over 60 by 2050 and Europe’s oldest country will have shrunk to 75m from 82m. Since the 1970s, more Germans have been dying than are born. Fewer births and longer lives are a problem for most rich countries. But the consequences are more acute for Germany, where birth rates are lower than in Britain and France.

If Germany is a warning for others, its eastern part is a warning for its west. If it were still a country,…Continue reading

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