Good analysis imkeww

Make it clear the operational goal is for CONSISTENCY

Right! UA should establish and publish goals for all aspects of its customer's experience. Examples:

1. Guarantee no more than 15 minutes wait for checkin in any class; 5 mins for elites. Monitor the lines and add agents when necessary.

2. Guarantee no more than 15 minutes wait for security in any class; 5 mins for elites. Monitor the lines and open more when and where necessary. Establish elite lines at all hubs.

3. Guarantee checked bags delivered to the carousel within 15 minutes of arrival. (I recall 20 years ago Eastern used to promise 11 minutes). Prompt delivery of bags would reduce the need to carry everything on board.

4. Guarantee promised services: Empower ports in all aircraft of the types that offer it (it's especially dispiriting that it's unreliable in the aircraft that need it most: long range 777s); similarly E+ in all aircraft (again, it's missing from the aircraft that need it most: long range 777s)

5. Guarantee the published opening hours of various facilities. (The 1k room at Seattle was closed when I went there one Saturday [pre-Sep 11] despite the plate on the door indicating it should be open. I was given several lame excuses.)

Unlike the uncompetitive quality of International C and F (which require a staffing and attitude change), these issues could be addressed simply and inexpensively.

The reason I've cut down my travel is that I cannot be bothered with all the hassle and uncertainty. Provide a predictable service and I'll start using it again.