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Feb 14, 2014, 10:24 pm
#31
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
Feb 14, 2014, 10:31 pm
#32
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,643
Not for me and especially not after this trip on DL. This sleeper seat on the 757 is comfy and banking away to AS with 100% rdm bonus at MVPG level. Service today has been nothing short of outstanding.
Feb 14, 2014, 10:31 pm
#33
Join Date: May 2001
Location: RNO, NV, USA.
Programs: UA 2MM
Posts: 5,063
This is really shocking. Just so other FTers know, UA837 SFO-NRT was scheduled to depart at 1100, and UA853 SFO-NRT scheduled to depart at 1250, when UA knew there were problems with Flight 837.
Feb 14, 2014, 10:47 pm
#34
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
I don't think that we got the door opened until 12:15 or 12:20 and they did not give permission for anyone to leave, or offer it as an option. I don't recall anyone being let off till 12:45 or so, and then it was too late. In hind-sight I should have tried to move us, but my guess is i would have been told no, and we were being told it was only a few minutes of what they said was a paperwork issue (which turned out to be a broken or non-sinking weight and balance gage).
Feb 14, 2014, 11:09 pm
#35
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,693
I actually just checked, and as of Jan 9, 2014 Mike Hanna is in charge of the SFO HUB, and he is PMUA. But the person under him may be PMCO. This said, I don't think it is PMUA vs. PMCO, IME both sides are horrified by the service they have to offer, the only difference is that SHARES is old news to the PMCO folks.
That said, both sides now hate the merger, and I don't say I've talked to anyone at UAL in a long time who does not think the merger is a mess and was a big mistake. Not a good base to fix things from.
That said, both sides now hate the merger, and I don't say I've talked to anyone at UAL in a long time who does not think the merger is a mess and was a big mistake. Not a good base to fix things from.
What a pathetic situation at SFO of all places, the pacific gateway, and the phones were rendered useless for you by the east coast mess.
Feb 14, 2014, 11:19 pm
#36
Join Date: Jun 2007
Location: YVR SFO
Programs: UA G
Posts: 4,866
Geezus, that's some seriously terrible handling. This was at SFO, of all places?
PMUA may have sucked on service reliability, but they were really freaking good at service recovery. That culture seems to have died with the merger
PMUA may have sucked on service reliability, but they were really freaking good at service recovery. That culture seems to have died with the merger
Feb 14, 2014, 11:33 pm
#37
Join Date: Aug 2004
Location: OSL/IAH/ZRH (time, not preference)
Programs: UA1K, LH GM, AA EXP->GM
Posts: 38,265
I know ... just in my 15 years as a 1K, I do not recall ever succeeding with an intl up from a W fare - SIN-HKG excluded ...
I think that they were in bed with LH for too long. That severs the contact to the customers reliably.
I think that they were in bed with LH for too long. That severs the contact to the customers reliably.
Last edited by iluv2fly; Feb 15, 2014 at 1:35 am Reason: merge
Feb 15, 2014, 6:54 am
#39
Join Date: Jan 2000
Location: London; Bangkok; Las Vegas
Programs: AA Exec Plat; UA MM Gold; Marriott Lifetime Titanium; Hilton Diamond
Posts: 8,745
Feb 15, 2014, 8:10 am
#40
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
And what a load of crap to have the United Club REFUSE to help a passenger in the club.
Just when you think United has hit bottom, they dig a hole and go deeper.
Feb 15, 2014, 8:49 am
#41
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
Given a choice between a live agent at the "United Club" who I can interact with,and trying to get help from the "premier line" (which was hit and miss even as a GS, which this year I am not
) I would have always said the club. That they would refuse to help me, and then refuse to help me at the 1K check in is just beyond the pale.The real issue is that I had three people in toe, and we needed to arrive with our bags. The issue was a small one according to everyone that should be fixable at UAL's TRANSPAC base. When I finally went to pull the trigger to get off (I was going to try to run us over to CX, bail on UAL, even if the flight went) I ran into the service director who was threatening everyone, and the GA who had been willing to help us try to get on CX - but suggested we wait a few as the flight was going, provided they could round up the FAs (which they then did) was not reachable, as the service director was blocking the door and was acting COrazy.
Feb 15, 2014, 10:11 am
#42
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
It's a convenient go-to excuse for not lifting a finger to help passengers in distress when they absolutely could. The $2B in cuts doesn't explain why the Club employees (effectively) laughed in your face.
Feb 15, 2014, 1:40 pm
#43
Join Date: Feb 2006
Programs: UA, Starwood, Priority Club, Hertz, Starbucks Gold Card
Posts: 3,952
Sorry to hear spin's saga. I can't say that I'm surprised anymore about UA's service levels sinking this low. UA has been telegraphing that being a 1K isn't really all that special. They sure showed it this time.
Feb 15, 2014, 2:19 pm
#44
Join Date: Apr 2010
Programs: AA PP, UA 1K/MM, WoH Globalist, HH Gold
Posts: 1,200
Meanwhile according to Seth's latest blog post, United is spending time and money trying to market their great customer service:
Advertising is only as effective as reality. And until United actually offers great customer service, they would be better off spending money on actually improving service.
Advertising is only as effective as reality. And until United actually offers great customer service, they would be better off spending money on actually improving service.
Feb 15, 2014, 2:32 pm
#45
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,969
Strange how 777-300ER showed up on the website. You would think it is a simple translation from the timetable code to a display code. I wonder if all the 777-200s were displaying at 777-300ER due to some temporary code translation problem?
Remember, there is a new way to Thank United Employees now at https://hub.united.com/en-us/news/co...o-workers.aspx
Actually, other than the two service directors and the RCC agent (who were hostile) and the worthless 1K agent, everyone else I dealt with basically horrified by the situation and said, sorry, our hands are tied, since the merger nothing works. I actually feel bad for the staff, they are put in a horrible situation with systems that don't work, staffing cuts, and too many IRROPs they are not allowed to fix.
Last edited by username; Feb 15, 2014 at 2:42 pm