14 Lessons From The Best and Worst Websites In The Travel Industry

I’m going to break one of my own rules today. Usually, my philosophy for sharing marketing insights is to always use a positive tone. Even when a strategy is executed poorly, I would rather focus on missed opportunities than write about the negative. That usually works for me … but not this time.

What doesn’t work is when a brand is proudlybad. Successful brands don’t offer their customers bad experiences and pretend they are great.

Unfortunately, that is exactly what United Airlines has done o...