Originally Posted by
spin88
United continues to be an airline run via a spreadsheet, all short term thinking, no focus on customer service or comfort. The crows are coming home to roost.
The reality is that management of
any corporation have a fiduciary responsibility to manage profitability.
Airlines are burdened by high fixed costs, a high proportion of uncontrollable costs (fuel), and volatile revenue. With 80,000 employees and over 100 million passengers per year, United can't afford to make exceptional gestures during the course of normal business. It is realistic to expect friendly, reliable, and respectful service: in this case, I don't think it is missing.