Monday, December 05, 2011

Funnel follies

Dear United Airlines: Your funnel is fermischt. The first decision your site visitor has to make is whether to book a flight using cash or miles. Well, if my wife and I want to travel on the same flights, with one paying cash and the other paying with miles, we have to make two separate reservations, hoping the same flights are available for the second ticket and hoping you get it that we want to travel together on an eight-hour flight, not at opposite ends of the plane when you decide to upgrade one of us but not the other. Don’t you think it would make sense to let us reserve two tickets together and THEN tell you we’re paying for one with miles? Show the price for every itinerary in both dollars and miles, and put the payment choice, for each ticket separately, at the end of the sales funnel, not at the beginning, please. Thank you, Frustrated Mileage Plus member

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