Originally Posted by
PVDProf
One of those things is lines. I would rather be in line at Disneyworld than anywhere else, and I can't count the number of times I've been in a UA line and wished they were managed as well as Disney's. (The Disneyland->LAX T7 contrast is particularly shocking.)
I have had some correspondence with G. Atkinson of UA management about their customer service lines, especially during irreg ops when they are absolutely overflowing, moving at a snail's pace, and no one is using the EasyChickens to help out. (ever seen IAD concourse C service desk after a cancellation?)
The bottom line I have described to him, and he agreed, is that people need to be given good information about the alternative to standing in line, and be given a good way in their mind to get out of line without being put at a disadvantage. People aren't completely stupid -- they just have no good alternative presented to them. So they will keep standing there, no matter how much the agents want them to use the Chickens. Desire != action.
The solution I believe: a simple numbered ticket system handled by a floating agent (who also dispenses quick advice), so that you are freed from the line yet able to come back in the same place if you need, where you can then give the chickens a try if you like (and told that there is actually a person on the end of the phone line who can help you just like in the physical line). Or in addition, give people the info that they can call UA on their phones while they're waiting, have their new itineraries ready for them on the machines, and save everyone time. Let them know that waiting in line will not get them a hotel room in case of weather delays, or other reasons they might want to stand in that line.
Coupled with signs that tell you that the chickens can actually help you get rebooked faster than people standing in line, that the agents on the phone have the same info as the ones in line, etc, I think this could work. Most of all, for UA, it would save them staffing and customer anger, and give them some return on their sunk costs in those machines and call centers.
Here's hoping they actually do something with the admittedly amateur advice.
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one thing different about Disneyland, though -- their employees only have to impersonate Goofy, not learn the intricacies of airline operations. And they can be fired on a whim.