Shaking things up at Willis Tower
Mar 6, 2015, 3:09 pm
#1
A FlyerTalk Posting Legend
Original Poster
Join Date: Apr 2001
Location: PSM
Posts: 69,232
Shaking things up at Willis Tower
UA announced 5 new SVP/VP roles this afternoon in an internal message (link to my story about the news):
The Lynda Coffman role involves creating and managing a new ground services unit which I imagine to be akin to Delta Ground Services or Eagle Ground Handling for taking on both UA and OAL contracts using lower cost employees.
SVP Customers oversees Customer Experience, Call Center and Food Services.
- Brad Rich hired as SVP United Express (formerly President/CFO SkyWest)
- Lynda Coffman VP - Ground Services overseeing a new subsidiary for that purpose
- Sandra Pineau-Boddison as SVP Customers, a new position in the company
- Donna Towle as Vice President – Operations Engagement and Leadership, also a new position
- Mike Ellis promoted to Senior Vice President – Human Resources
The Lynda Coffman role involves creating and managing a new ground services unit which I imagine to be akin to Delta Ground Services or Eagle Ground Handling for taking on both UA and OAL contracts using lower cost employees.
SVP Customers oversees Customer Experience, Call Center and Food Services.
Mar 6, 2015, 3:51 pm
#4
Join Date: Feb 2008
Location: Chicago, IL
Programs: Marriott Ambassador, UA Mileage Plus 1K, AA Executive Plat, Marriott Ambassador Elite
Posts: 2,344
more layers upon layers.
UAX needs to be with the airport operations group. I don't understand how you can have 50% (no idea the true %) of your airport operations group different from your own airport operations group. I believe the true reason why the UAX operations are so poor.
UAX needs to be with the airport operations group. I don't understand how you can have 50% (no idea the true %) of your airport operations group different from your own airport operations group. I believe the true reason why the UAX operations are so poor.
Mar 6, 2015, 4:25 pm
#5
FlyerTalk Evangelist
Join Date: Feb 2002
Location: San Francisco/Tel Aviv/YYZ
Programs: CO 1K-MM
Posts: 10,762
I believe the true reason why the UAX operations are so poor.
The only change that's really going to make a difference if Mr. Smisek decides to (or is told to)"retire".
Mar 6, 2015, 4:38 pm
#6
Join Date: Feb 2008
Location: Chicago, IL
Programs: Marriott Ambassador, UA Mileage Plus 1K, AA Executive Plat, Marriott Ambassador Elite
Posts: 2,344
that should always be the case. However, I was referencing the poor performance on the ground. There is no oversight on what happens in the stations.
Mar 6, 2015, 6:09 pm
#9
Join Date: Aug 2013
Location: Dayton
Programs: UA 1K, Hilton Diamond, IHG Plat, National Emerald Exec
Posts: 240
Actually no...
We all wish that customer comfort and quality of product were the first priority, however the stock price seems to indicate that at least in the short term it doesn't matter.
Unfortunately for us what he is doing is presently working, if it's sustainable is a whole other point. navigating that dilemma is what the CEO is first and formost, and I am not convinced he is going down the right path but who knows. When most of the market is blind to anything other than rock bottom price...
We all wish that customer comfort and quality of product were the first priority, however the stock price seems to indicate that at least in the short term it doesn't matter.
Unfortunately for us what he is doing is presently working, if it's sustainable is a whole other point. navigating that dilemma is what the CEO is first and formost, and I am not convinced he is going down the right path but who knows. When most of the market is blind to anything other than rock bottom price...
Mar 6, 2015, 6:19 pm
#10
Join Date: Dec 2002
Location: CLE,OH
Programs: UA 1K 3MM, AA Plat, F9 Elite, the later two thanks to Jeff $, HHdia, Mgold, WynDia, Choicepl, IHGDia
Posts: 1,405
Agree, he is taking a short term cosmetic path masking the problems. Problems that in the long run will be the ruination of UA. Twenty years from now it'll be sadly confirmed.
Mar 6, 2015, 8:09 pm
#12
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,026
All of my dealings with Sandra P-B have been uniformly positive, and sometimes exceptionally excellent.
Mar 6, 2015, 8:16 pm
#13
Join Date: Feb 2002
Location: NYC: UA 1K, DL Platinum, AAirpass, Avis PC
Posts: 4,599
Not sure how empowered she was then given the output of the food vs what she mentioned she was planning in 2013 (there were more ambitious food plans at her level that didn't materialize).
Was surprised to see the Express rotation.
And man, there are a lot of layers at that airline now. Customer experience now has her, Jimmy, that MBA who gets quoted in Hemispheres with overly generic statements about the surveys, and more.
Mar 6, 2015, 8:32 pm
#14
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068