Originally Posted by
entropy
Back when Scott O'Leary was CO Insider, he would have a dialog with the board. People would write, and he'd respond, Co/UA would consider the changes and often, issues got fixed. That was a big win for both, sometimes (often) the suits don't understand customer impact of policies and changes. This pattern of driveby announcements just sucks. I see a post or so every week or two from UA Insider. That's not a dialog.
If UA wanted to find out how people used their SWUs on LH, they could. This is about making a difficult to use benefit even more difficult. And at the end of the day, I don't really care if its LH or UA that wanted a change, its UA's responsibility to give their customers the best experience reasonably possible. Both LH and UA support the *A upgrade program, so there is some inter-airline upgrade and settlement process. They could easily expand that program bilaterally between UA and LH to support confirmable SWU usage.
I agree.
Aaron, most people on this board understand that you have to convey messages that are neither of your own choosing nor always pleasant. But if your department head sees this board as a mere extension of united.com or the United Facebook page/twitter feed, s/he is wrong. This is a forum and you are in many ways the town crier, but this is not Rome. Many people are making good suggestions on what they consider to be customer centric company behavior and feel that their feedback is falling on deaf ears.
IMO it would be good for your department to consider engaging in a dialogue since customer communication is a two way street for any industry leader. Engaging in a dialogue would be a sign of courage. I have not seen a dialogue from your department lately, it would be considerate and a sign of respect to all of us who want United to succeed.