Someone at United Airlines is on a "surprise and delight kick."
My readers have been kind enough to send me a lot of United's internal communications recently, and the phrase keeps popping up. I saw it again this week, with United planning a special surprise on Valentine's Day. (Of course, if you read this blog, you won't be surprised.)
On Feb. 14, United will serve free Eli’s Belgian Chocolate Cheesecake Tarts to all customers on most domestic and international flights departing from the Lower 48 U.S. states, according to internal communications. This is for premium cabins as well as economy class.
Many United Express passengers will get a treat, too. But it won't be the cheesecake. On flights departing from one of United's hubs, United Express customers will receive a red velvet cookie.
United is going to board one cheesecake tart for each seat so if you're on an empty flight, you might be able to get a second one. Flight attendants and pilots will also get a treat. I suppose that's good for customer morale.
This is similar to what United did on Thanksgiving Day. Then, the treat was an Eli’s Pumpkin Cheesecake Tart. (Eli's, as you may know, is a Chicago-area based company.)
Where else has United used the "surprise and delight" phrase recently? These some examples.
There have been many other uses of the phrase, too. On Oct. 1, United surprised and delighted customers on some flights with a free Moscow Mule, a drink it usually sells.
And on Super Bowl Sunday, United surprised customers will free access to DirectTV so they could watch the game.
What do you think of this "surprise and delight" shtick?
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