FlyerTalk Forums - View Single Post - Interview with UA VP of Customer Service Barbara Higgins
Old Aug 26, 2007, 10:29 am
  #11  
Thunderroad
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Originally Posted by transpac-canuck
That article sucked. (Not because of Ms. Higgins, but because the Denver Post put about as much effort into writing it as I did.) Fluff piece.
Yeah, the Post should have just asked for a press release rather than calling this an interview. Higgins also could have proactively provided more specifics. To give her the benefit of the doubt, maybe she did, but the Post edited them out in the interest of brevity or due to indifference.

One specific Higgins did mention is the post-flight customer surveys--though those surveys mean nothing unless they translate into improved CS.

One thing she didn't mention, frequently discussed and debated in this forum, is whether UA will find a way to encourage and get more feedback re great personnel such as the "water and apple" FA and re the occasional bad apples who can lose it a lot of business. And again, such feedback means nothing unless it translates into UA rewarding the great personnel and improving or ridding itself of the lousy ones who cause customer frustration. Also important is letting customers know that it actually hears them and acts on such information, which could go a long way toward alleviating frustration.
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