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.
The problem with this argument is that United doesn't serve peanut butter and jelly sandwiches and no one expects it to be the French Laundry. The quibbles about the hard and soft product are grossly overblown and the comparisons to LCCs seems a bit desperate. Is there room for improvement? Absolutely, particularly with operating performance. Is it impossible for staff to provide good service until United brings out the good silver? Heck no.