Originally Posted by
fly18725
I take issue with the over-the-top claims that operations are a "train wreck" and an "insult to paying customers." This type of hyperbole is disconnected from the facts (both those you noted and other data points).
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I think a discussion of IRROPS becomes more subjective. I haven't encountered the type of issues with being re-accommodated that are often discussed, but that's not to say they don't exist (particularly since most of my travel is on non-stops). I can't argue that there will always an opportunity to improve the IRROPS experience, or better yet, avoided it in the first place.
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Fair point.
I don't consider United Continental operations to be a train wreck.
But it is clear that they are worse than average, in fact, most surveys rate them as worst in the country, surpassed in awfulness only by Spirit or Frontier.
And, it follows that this near-bottom performance in complaint rate, NPS scores, and customer satisfaction ratings is a major factor that drives the dissatisfaction that we see discussed here.
And, this is the cause of dissatisfaction, not a bunch of faux-criminals who are angry because they can't game the system.
The former Continental employees who now run United Continental are trying to position this as "we're perfect" and "those people are just a bunch of whiners because they were trying to screw us and we stopped them" when the truth is that those managers are grossly underperforming and failing to run an airline that's the best it could be, and for that, they ought to be fired, instead of getting multi million dollar bonuses while cutting costs to the tune of $2,000,000,000 a year. The hubris is astounding. The only thing more astounding is the insulation they've created from any true judgement or consequences. Instead of being fired and replaced with competent leaders, they just get more bonuses. It's absurd.
So why isn't United Continental doing more to avoid IRROPS by investing in more up-front maintenance and having more effective schedules and operation planning?
And, why haven't they invested any effort in making the experience a little more seamless and faster and less frustrating?