Originally Posted by
mherdeg
Do we hear disproportionately more bad things about customer service in IAH and EWR relative to the rest of the network (1) because of an actual culture difference
I think there's a corporate culture difference.
My impression as a multi-year CO and UA Elite, well before this merger stuff started, is that CO seems more likely to try to blame the customer for things.
Not to say every UA agent is perfect, or most CO agents are bad (most are very polite), but after writing this in (in an attempt to improve things), I would move on and write it off to 20 years of dysfunctional CO culture manifesting itself in unusual behavior on the front line.