This link works for me:
http://online.wsj.com/article/SB1000...212270480.html
I can't believe it. This, again? He's been telling us how great things are every month since he took control.
Zero credibility.
The biggest issue has nothing to do with merger pains. It has everything to do with anti-customer hostility. These are policy driven problems as much as system driven problems.
Fun read:
"Mr. Smisek, in an interview, called 2012 "awful" for United. The company lost money, was hit by a wave of canceled and delayed flights, and infuriated many customers by mishandling changes to its passenger reservation system and dramatically modifying its frequent-flier rules. Two reservations outages, last August and November, inconvenienced fliers and fueled questions about United's ability to manage itself."
So, now he calls it awful? For the last 2 years, he's been telling us it's all great and we'll love the changes.
And, what we have to look forward to?
"United is seeking reductions large and small. It revamped its employee shuttle-bus system at Chicago's O'Hare International Airport, an effort expected to save $2 million over five years. New luggage handling procedures at Houston's Bush Intercontinental Airport are shaving $400,000 a month. The catering team rebid the contract for the heated nut cocktail served in first class by switching to split cashews from whole ones, a savings of $200,000 a year. "Customers don't care if it's a whole nut or split in half," Mr. Smisek said."