Originally Posted by
Phoenician Aviator
Really appreciate your perspective as a UA insider in this thread. You've given us a wealth of information in this post alone. Thank you.
I have one question: if UA management at all levels is "extremely dedicated to customer service," as you say, then why is there any fear of missing out on a promotion for calling attention to obvious service deficits? That doesn't sound like a service-oriented environment to me.
I can best answer your question by saying that wanting the best for your passengers because you think it's the right thing to do is not the same as wanting to keep your job.
Onboard is very focussed on service in it's training efforts towards FAs and weekly Onboard Update communications. But when it comes to committing to or investing in service (e.g. catering items or staffing airplanes with supervisors), UA makes it clear to you that the cheapest deal is more important.
Basically they follow the concept that you can charge a premium for a better product and collect that premium some of the time, or you can reduce costs and save from those reduced costs ALL of the time. Penny wise, pound foolish.
Oh - and FWIW, AA and NW are even worse in terms of this attitude (based on what some of their onbaord sups and onboard managers have told me).
On the flip side, when WN offered me a job to be an onboard sup, they assured me they were quite different because they believe the FAs are the internal customers of onboard sups, and that if you take good care of the FAs they will take good care of your customers. Based on everyone I know there, I think they were being truthful and that this is indeed the case. UA would consider this "coddling the FAs" (sp?) and discourage it.