Originally Posted by
kudzu
Apparently they hear you loud and clear
with the
recent appointment of J. McDonald as VP Corp Comm, leading social media initiatives as one of his tasks.
Agree. In this survey, no other legacy is significantly more well-liked and, as noted, one other legacy carrier is much "more hated" than US.
Well, I had to go look that up because I totally agree with dcpatti on her assessment of US social media and (lack of) advertising presence. This is what it says about Mr. McDonald:
McDonald will lead the airline’s internal and external communications as well as its social-media initiatives. He joins US Airways from United Airlines, where he was director of operations.
So if he had anything to do with the United's outstanding job of being responsive to its customers, then perhaps a change will be in sight!
One of the things that struck me about the Tom Stuker event is how he kept referring to United as a 'family.' And I think that is how they see themselves aligned with their customers as well..... as family. As such, the airline is willing to look out for their family members. Not just someone who has achieved a 10MM status, but also the 'average' loyalty customer. Do some of the UA flyers criticize their treatment and the policies of UA - most certainly. Are they content with all of the changes coming from the CO 'merger' (i.e. take-over) - no. But overall, UA is
responsive to its flying community whereas US definitely needs some work in that area.
As I have climbed the ranks of preferred status.... I have seen the quality of my flying experience improve. But I think a lot of that should be offered across the board.
The major problems I see with US are what have already been stated and are technology related:
Woefully inadequate social media and advertising practice.
Subpar website
Oh.... and the fact that there is an accountant running a major airline whose focus should be the customer.... and not always the bottom line. Doug Parker just does not understand customer based loyalty.