Programs: UA O-E 1K 0.98MM, AA EXP, SPG Plat (Ambassador), Hertz 5*
Posts: 10,526
United - We're #7! (out of 7)
Middle Seat reviewed the 7 big US carriers' performance in 2012 - no surprise that UA came in last overall. The highlight - up to #5 for "extreme delays"!
Location: Issaquah, WA(SEA) and Briarcliff, TX(AUS)
Programs: CO 1K, CO Apologist Training Program Graduate
Posts: 747
Quote:
Originally Posted by UA-NYC
Middle Seat reviewed the 7 big US carriers' performance in 2012 - no surprise that UA came in last overall. The highlight - up to #5 for "extreme delays"!
(search for the link to get around the paywall - or try searching for "Believe It or Not, Flying Is Improving")
While it makes for good statistics, the best part is that it rarely if ever affects most of us. So the "kettles" got bumped the most at UA...bummer for them, but not for most of us. Ironic though, since most of the whining around here is based on the perceived effort of UA to cater to the kettles.
Interesting that Delta was dead last in 2010, the year of the merger, had "significant improvements in 2011, and was #1 last year. So I guess this means that 2013 should be better at UA...and 2014 they will be #1?
interesting that US is performing around the middle of the pack in all measured categories, yet they are close to the bottom (top?) in complaints. also interesting that WN is ranked #4 and had some pretty troubling stats for bumps and delays, but led in fewest complaints. goes to show you what the front line employees putting on a good face means to all of us who fly (and a good reason why UA is ranking so low in this category).
Programs: SPG(PLT), Hyatt(Platinum), Hertz(5*), UA(1K), AA (EXP), Amtrak(S+)
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Quote:
Originally Posted by ddrost1
interesting that US is performing around the middle of the pack in all measured categories, yet they are close to the bottom (top?) in complaints.
if a US/AA merger does go through, i'd imagine this would change sharply. the AA EXP group doesn't seem like a group of people (much like the pmUA 1K's) who would take well to disruptions in service, and i'd imagine a merger like that would create a lot of them.
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Posts: 1,276
Quote:
Originally Posted by ddrost1
interesting that US is performing around the middle of the pack in all measured categories, yet they are close to the bottom (top?) in complaints. also interesting that WN is ranked #4 and had some pretty troubling stats for bumps and delays, but led in fewest complaints. goes to show you what the front line employees putting on a good face means to all of us who fly (and a good reason why UA is ranking so low in every category).
Exactly. WN excels in these sorts of factors because of how their staff (both front-line and home office) deal with complaints. IIRC, WN's home office actually has a person whose sole job is to respond to complaint letters and put a human face on a seemingly impersonal process.
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Quote:
Originally Posted by bob_the_d
if a US/AA merger does go through, i'd imagine this would change sharply. the AA EXP group doesn't seem like a group of people (much like the pmUA 1K's) who would take well to disruptions in service...
AA EXPs know all about disruptions in service: look at AA's ratings for late flights, cancelled flights, and extreme delays. EXPs get very good phone (and lounge) customer service but AA (and especially American Eagle) has been operationally poor for a long time.
UA IDBs a lot of people partially because in SHARES it is easier for a GA to process an IDB than a VDB.
I do not think this is true. IDBs trigger a mandatory report to the DOT and statutory compensation based on 14 CFR § 250.5, which I can assure you is substantially more than the typical VDB offering. Invol'd customers need to sign a form outlining their rights and nature of compensation offered and then the hard copy of the form and complete oversale report must be retained at the station for a period of over one year from the date of travel. No small matter.
The legacy CO automated oversale manager (OVS, built into SHARES) is actually a pretty good tool for processing oversale situations. Perhaps a lack of training would have prompted some overworked agents in the early phases of PSS cutover to IDB pax before soliciting volunteers, but this is decidedly against UAL policy.
On the other hand, I have heard of situations where passengers who were actually invol'd were given compensation and reaccomodated as if they were VDB pax, avoiding the mandatory reporting procedures and statutory compensation. Personally, I find the latter scenario more reprehensible.
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Quote:
Originally Posted by Sulley
But... but... I thought AA was the holy grail of awesome-amazing-ness
Well...it's all relative.
But seriously, I would think that much of the bad performance by AA was caused by the temporary pilot work action last year. Without that, it probably would have finished much higher up in the pack.
On the other hand, I have heard of situations where passengers who were actually invol'd were given compensation and reaccomodated as if they were VDB pax, avoiding the mandatory reporting procedures and statutory compensation. Personally, I find the latter scenario more reprehensible.
this is more so what i was referring to, i should have been more clear. i have seen/heard of a fair amount of this going on post-3/3.
Programs: Formerly over-entitled UA 1K, now under-entitled UA PP.
Posts: 2,977
Quote:
Originally Posted by UA-NYC
Middle Seat reviewed the 7 big US carriers' performance in 2012 - no surprise that UA came in last overall. The highlight - up to #5 for "extreme delays"!
(search for the link to get around the paywall - or try searching for "Believe It or Not, Flying Is Improving")
Didn't McCartney just write a glowing article about how 1K is the path to First Class bliss?
Which is it?
Now he's saying it's the path to first class bliss on the worst airline?
At least part of this is true.
Quote:
Originally Posted by ddrost1
interesting that US is performing around the middle of the pack in all measured categories, yet they are close to the bottom (top?) in complaints. also interesting that WN is ranked #4 and had some pretty troubling stats for bumps and delays, but led in fewest complaints. goes to show you what the front line employees putting on a good face means to all of us who fly (and a good reason why UA is ranking so low in this category).
That is absolutely true.
Last edited by iluv2fly; Jan 10, 13 at 1:11 pm..
Reason: merge
