Originally Posted by
wolf72
Until you get rid of the union, nothing will change.
I continue to believe that blaming the unions diverts the discussion from the real issue of
bad culture throughout UA. Lufthansa has unions, some of the strongest in the world, yet they provide fine service overall. Southwest has a union, and they provide GREAT service. Delta has a union and provide acceptable customer service. What is different about UA? It is not that they have a union, it is that they have a legacy of putting customers last. Even Oscar, who I really like, showed that employees come before customers when he first reacted to the Dao incident. It was not until he was shamed into apologizing that he begrudgingly said customers deserve better.
Unions are a red herring issue. The real issue, a bad culture for customer service, is far more intractable IMHO.