Originally Posted by
mfischer2
They could save money and make people happier by taking this person's salary and hiring 100 phone service reps in the US. Or. They could just promote one of the "I dont give a crap" India phone reps to this position and use the savings to have cheaper tickets.
While the India Call Center is indeed an issue, I do think it's a good idea that UA is bringing this type of talent on board.
"Customer Experience" and United is a joke at this point.
Count the products:
United
United Express
United p.s.
Ted
Count the paint jobs:
United (white, current)
United Airlines (gray, legacy)
Ted (white current)
United p.s.
United Express (white, current)
United Express (gray, legacy)
United explus
Shuttle by United (white, very old)
Shuttle by United (gray, old)
United Shuttle (new, though all Shuttle products have been discontinued)
Each of these paint jobs carries with it inconsistencies. Remember on FT, we're into these things and are aware of these issues. But imagine the disappointment if you don't follow this stuff nearly as closely...
- Will I get a hot meal on my dinner DEN-SJC in First? Yes, unless you get an ex-Shuttle aircraft, in which case it's a cold meal.
- Can I use miles to upgrade my flight? Yes, but not on Ted or Express (note, that's Express, not explus).
- So there's First in explus, huh...is it the same seat, and is there the same food? No, and no.
- I had a great flight in Business on LAX-JFK, I loved the service, so I bought a F ticket LAX-IAD for next week! ...uh oh
You can see the problem. I hope this person will address it.