Originally Posted by
fastair
So this thread is now about 16 months old, and 2 full years since Ms. Higgins has been at the point.
Actually, she's now the "Vice President - Customer Contact Centers". Not sure when that change of job description took place.
I just re-read the interview and I have to say that IMO nothing much has changed. Point in case, I recently had back to back baggage issues so I took the time to write 1K Voice. I didn't get a reply to the first email so I politely wrote a second one with a slightly firmer tone. No dice there either.
I wasn't looking for nor asking for compensation. I would've been happy with a simply apology, but I didn't even get that.
I think that UA still has a very long way to go to noticeably improve their customer relations.