Originally Posted by
Boraxo
Not really, it is called competent management (or in this case, lack thereof). You anticipate demand, and react accordingly.
Amazon tests servers to ensure they don't crash on cyber Monday (or whatever the busiest day is)
New stadiums test bathroom flushing simultaneously to simulate halftime
Retailers hire extra help and require all hands on deck for Black Friday
Airlines - know in advance there will be peak demand yet don't upgrade telecom or assign additional resources
The reason there is so much regulation of airlines is that management is incapable of meeting basic customer service needs. Proven yet again.
To be fair this is not only a UA issue, WN is known for better service (at least on the phone) and is experiencing similar issues. But then again WN does not have 1Ks or GS.
This is pretty much spot on. The airlines KNOW IRROPS happen. They know it's cold and it snows in the winter. They know when hurricane season occurs.
I'd give them a pass for an event like an earthquake or similar event that is, in fact, unpredictable. But on the whole the weather is relatively predictable in the short run (hey - it's probably going to snow in the northeast in 2-3 days) as well as in the long run (it's cold and snowy in January in North America and warm with thunderstorms in July and August). There's simply no good excuse for not having well-planned processes (with the supporting technology) for managing IRROPS.