You're a PM at United Airlines. How would you identify and solve the biggest problem in the post-booking experience?

Focus on defining the post-booking experience and its key components, such as check-in, flight status updates, and customer support. Identify metrics that can help assess user satisfaction and pain points, like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and customer support ticket volumes. Discuss how you would gather data through user surveys, feedback forms, and analytics to pinpoint the most significant issues. Finally, outline a structured approach to prioritize solutions based on impact and feasibility, considering both short-term fixes and long-term improvements.