United Airlines parent UAL Corp. on Tuesday named Sean Donohue, who has been overseeing its discount carrier Ted, to the new post of vice president for the customer experience.
The nation's No. 2 carrier said the creation of the new position is aimed at improving its interaction with customers and linked to its strategy of developing targeted products and services for them.
It said all aspects of customers' interaction with the airline, from reservation and check-in to in-flight experience and baggage delivery, will be reviewed and changes made accordingly.
"We know that segmenting the market - delivering the right product at the right price with the right customer experience - and doing so better than our competitors, is the key to driving increased margins and profitability," Chief Executive Glenn Tilton said.
Donohue, who also has been in charge of UAL's regional United Express unit, helped launch both Ted and Explus, United's new regional jet service featuring first class and Economy Plus. He has held various leadership positions in sales and operations during 22 years with the company.
Shares in the company fell 74 cents, or 1.9 percent, to close at $37.87 on the Nasdaq Stock Market. That's down from $40 when the company's new stock started trading in February after United's emergence from 38 months in Chapter 11 bankruptcy.
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