Originally Posted by
fastair
Unions dont hire, mgmt does. More false smoke and mirrors. Very little of what you've posted over the past few months on this is remotely accurate
+1.
Management sets policies, Management provides adequate tools and amenities to provide good service (or fails to do so), management sets the tone, and management addresses issues with employees who fail to perform.
IMHO over many years with United, with the notable exception of the SFH, when the tools and support for good service are provided to UA employees they do a good job. OTOH, when Management leaves employees - either GAs or FAs in situations when, due to the lack of adequate tools, or due to poor product, or bad operations - where they face the brunt of customer anger at United, they often do not respond well.
It is notable that this happened in 2015, in the middle of dear leader's glorious reign....
