Originally Posted by
blueman2
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. . .
Unions are a red herring issue. The real issue, a bad culture for customer service, is far more intractable IMHO.
Not a complete red herring. It's the combination of the two: union employees who can't be fired and a corporate culture that designates customers as enemies. That's what sets United apart.
The bad publicity will force them to suppress the very worst behavior. But as long as United keeps its oligopoly power, the day-to-day nastiness will not change.