They’re Lying

Airlines lie about what’s wrong with the plane, and how long it will be before it gets boarded, and whether there is enough space for my teeny carry-on in an overhead bin.

With all these little lies, it shouldn’t be a surprise when they’re caught in a big one. Still, it’s surprising.

Back in 2011 , United promised not to remove benefits or upgrades from its million mile flyers. Then in 2012, it did.

A lawsuit was filed. United said it can’t be held to its promises, and successfully used a “crossed fingers” defense.

One exchange from the trial captures United’s position pretty clearly:

Judge Hamilton: To understand the difference between lifetime and fingers crossed? That lifetime doesn’t mean lifetime?

United: That lifetime means lifetime unless…

Judge Wood: Unless we change our mind.

Judge Hamilton: Unless we change our mind.

United: Yes, that’s exactly right. That’s the case.

Should a court force a company to keep promises? Perhaps not. Should consumers continue to trust a company like United? Definitely not. But then, what’s the alternative? Because, as I said, they all lie.

I have to believe there’s a huge demand for a service-oriented airline. Maybe Amazon or UPS is saving up money to buy an airline.