Reuters
United Airlines is putting the (free) nuts back into customer service.
The airline announced on Wednesday that it will offer free snacks for flights within North America and Latin America from February 2016. Customers on flights departing before 9.45 a.m. will receive a “stroopwafel” — a Dutch, caramel-filled waffle — and after 9.45 a.m. savory snacks such as rice crackers, sesame sticks, mini pretzel sticks and soy nuts. “We’re refocusing on the big and little things that we know matter to our customer,” Jimmy Samartzis, United’s UAL, +2.89% vice president of food services and United Clubs, said in statement.
Most airlines began cutting back free snacks around 15 years ago — United started charging for snacks in 2006 — and introduced a slew of charges for other services for second bags and even printing out boarding cards at the airport, which has been profitable for the airlines, but been a thorn in the side of customers who resent being nickel and dimed. United isn’t the only airline that offers complimentary snacks. JetBlue JBLU, +0.43% offers Doritos tortilla chips and Terra blue potato chips, while Southwest LUV, +1.69% offers peanuts and pretzels.
It’s a relatively cheap and effective way to garner some goodwill with customers, says Christopher Elliott, author of “Scammed,” a book about how to avoid shady deals. United still has an array of fees for additional bags and flight changes, among others, according to Airfarewatchdog.com. “United has promised to focus on customer service,” Elliott says. “I think it’s great. The only think I would argue with is their use of the word free. Technically, it’s included in the price of your fare. If it were free, anyone could walk in from the terminal and ask for a snack. But it’s all good.”
