Originally Posted by Thunderroad

...I think the underlying, enduring problem is the management. It's not just that it did a lousy job preparing for integration or chose to stick with SHARES, as bad as those moves have proven to be. It's a real indifference to customer service and communications, including but not limited to helping its personnel do their jobs as best they can under these trying circumstances.

How else to explain, to pick just one of many examples, why people can't even get straight, consistent explanations from staff on the many problems that crop up at T-24 and how to address them (or at least making it clear if they can't be addressed)? Hence the many reports here of customers being told they must be dealt with at the airport - no, by reservations - no, by Mileage Plus - in an repetitive game of pass the buck. It could well be that SHARES is responsible for the T-24 problems. But management apparently hasn't bothered to explain to staff what is going on and what to tell the public - assuming management even understands and cares to begin with. Or maybe it's conveyed the message to simply tell passengers whatever is easiest.

Now perhaps things will slowly get better in some respects, including when the new GUI comes down the line in a year or whenever. But there inevitably will be new challenges for the airline to deal with and, more fundamentally, new management decisions that reflect it's mixture of arrogance, indifference and perhaps incompetence. The deterioration of the MP program has by no means ended, for instance.