Originally Posted by
channa
The staff probably saw this as insurmountable. With 200 people at 20 minutes a pop on SHARES, that's 66 hours of staff time required to rebook a single plane.
If UA wants to fix customer service, they need to fix the root cause of the issue, which is the system.
One of the issues at PVG is that there are only a handful of actual UA employees, usually around 2 daily. Most of the work is outsourced, probably to Air China, so most of the people at the counter could care less about UA's problems. The situations is the same at PEK and some other overseas outstations.
It also seems like they kept trying to put passengers on the same equipment rather than rebooking them on other flights, even UA flights that went out with empty seats.
It is also unclear if there is an impact on reliability from the outsourced heavy maintenance.