Originally Posted by
Always Flyin
You wish to ignore everything else, which is like saying being served a peanut butter and jelly sandwich at The French Laundry is acceptable because the staff was nice about it.
The staff can be as nice as they want, it will still be a crap airline until management decides to do something about all the underlying failures.
I 100% agree, when agents/staff/FA are given product like Sprint delivers, well the service will fall to that level.
Originally Posted by
BB2220
I can't tell you how many times I've had agents refuse to help with problems because "they aren't allowed" and then gone three positions down and had a wonderful experience with someone who cared and did what I needed.
I think this is the experience of anyone who is actually flying UA, and is not an employee or management. I periodically hit agents (or FAs) who were difficult on pmUA, but I can't ever recall being told "they are not allowed"
I do recall hearing that a lot in the 5 years when I was a very high spending PLT on CO (before they had PP).
There are two possible explanations for why we are now hearing it often on the
merged airline. (1) employees don't want to help, say its not allowed, when it is or (2) are honestly not allowed to fix problems, they have been instructed by policy to say no, but with some effort you can still find someone who will bust policy.
I think its the second, and this would be consistent with the CO management mindset. Regardless, I don't hear this on any other airline I fly (AS, DL, VX, ANA, CX) and the attitude that when a problem arises UA will not fix it, has to be changed, as its the root (along with cheap/poor product) for the CS failure that is the current version of UA.
Staff react the same way passengers are to what UA has become, poorly. Can you blame them?