Originally Posted by
narvik
I am pretty sure he is fully aware what the problem is. However, unions and the systemic blasé attitude of quite a few UA/CO employees is impossible to change within a short period of time.
If a positive change in this regards at United were to happen it will take YEARS!
This is the problem.
There is still a MAJOR contingent of employees at UA that see the customer as an adversary, and those people are not being removed or culled. It might be decades before the culture truly changes - if at all, since pressure would need to be applied that entire time.
It's much quicker and easier to create jaded, antagonistic employees than positive and helpful ones. Jeff did the damage by instilling the culture, but Oscar is also to blame for being "too nice" to his own people and standing by them.
United likes to tout their "great team". It's a lie. United by and large has a people problem, and a lot of those people just have to go.
It's still happening too - I saw some of it last week.. A group of 20-something brand new FAs IAH-DEN whose primary goal in life on the flight were gossip and games on their phones - with a teenage eyeroll whenever they had to work.
It's not getting better. I worry UA isn't learning or listening.