Originally Posted by ldsant

I wish UA would make their execs do a monthly experience as a customer. Not calling ahead of time and saying that they're a VIP or anything but experience UA the way the rest of us do. Perhaps then we would see some changes. As far as her not being there long, saying that they need more processes, etc. It's not that there are too many people at this company - it's that there are too FEW (too MANY in management; too FEW on the front lines).

Not recognizing what the REAL issues are seems to be the hallmark of UA these days.