Originally Posted by
channa
And citing mainstream rankings will get challenged as well.
I think we know there are certain airlines that do better by general members. There are also other airlines that do really well by their Elites.
There are also varying definitions of terms (e.g., customer service). A general member may think access to an agent or well-staffed checkin lines is good customer service. An Elite member who bypasses much of that infrastructure may think that fast bags off the belt, a well-staffed club CS desk, or little or no phone hold time is good customer service.
Most on this board are Elites. Citing mainstream rankings may or may not match up to what Elites tend to experience.
I think most on this board will say that CO does a better job with general members, while UA tends to do a better job with its Elite members. So ideally, if we can have the "best of both," we'd want the combined company to have improved baseline services for general members, while keeping UA's tendency to cater towards Elites.
Don't like the data, so discount the source?
My personal experience has been that UA doesn't do a better job for elites, as they simply don't do an overall better job across the line. So perhaps the UA elites believe they're receiving a better experience because their "mainstream" product offerings are so lackluster.
Since I obviously can't even begin to suggest that UA is a bad product on here without it coming to a near personal attack perhaps I rephrase.
Can UA please improve on their ED F seats?
Can UA please improve on their aging fleet?
Can UA please improve on their aging, poorly maintained IFE, specifically CRT monitors that require the FAs to pull them down and push them up by hand? Additionally can they actually maintain in-seat audio ports so that every customer has a chance at hearing their Hi-8 audio system?
Can UA please work to improve front line employee customer interaction? Including but not limited to FAs, GAs, the English as a second language employees at IAD, the India and Philippine based telephone reservations sales agents, the ORD ramp staff that move at a snails pace, the ORD mx staff that aren't paid for overtime (can they please be paid overtime), the PHL RCC staff that refuse or aren't enabled to assist with travel, and many many more.
Was that nicer? Or just too general for all y'all? Too "mainstream?"