Originally Posted by
BB2220
I guess we'll have to make this real simple. Does the attitude of customer service agents and flight attendants have an effect on your travel experience?
1. Yes
2. No
If yes, your UA experience will improve. If no, wait until SQ and EK enters the U.S. market and fly with them, since their products make up for any other shortcomings since that is most important
The suggestion posted upthread by another poster was the front-line staff could "make or break" the experience.
Of course staff will have an effect. But on UA, they are unable to make or break the experience because the operation, product, etc., is already so bad.
I'll give you an example from just yesterday. 2.5 hour delayed flight (mechanical), great CO crew (first sCO flight of the year where I didn't hit the flight attendant call button).
GA was polite and friendly, but frustrated that they would not post the delay that she'd known about for quite some time (I found out by overhearing her conversation with someone else, I could have waited in the club had I known). They ultimately did post it so it was safe to leave.
Then on arrival, no gate was available, despite being 2.5 hours late (like they didn't know we were coming)?
My connection was 1 hour, inbound arrived about 20 minutes early + the 2.5 hour delay = nearly 4 hours of connection. Two (2) bags checked, and neither bag made the flight.
I had good GAs and FAs. They didn't "make or break" the experience. They did exactly what I said they had the capacity to do -- to make the United experience a little less sucky.