Hi. I am a reporter at the Rocky Mountain News in Denver. I'm writing a story about employee morale at United Airlines. I wondered if any of you would comment on whether you have seen any changes in the quality of customer service on United of late. Employees are bracing for another round of pay and benefit cuts. Can you please send me an e-mail and let me know if yes, you've seen changes, or no, you haven't, and any comments you have? It would be greatly appreciated!

David Kesmodel
[email protected]
(303)892-2514

Sorry but how does perceived quality of customer service relate to employee morale at United Airlines ?

Might just be better off confidentially polling the handful of United employees that post on this forum.

I would suggest making this request in the United Airlines forum instead -- perhaps a moderator can move it over there for you.

As for the poster's question about how customer service is related to morale, there are a huge number of studies that demonstrate a direct correlation. When employee morale decreases, they're less interested in delivering outstanding service to their customers, because they feel that they've got less invested in the outcome of the interaction. On the other hand, as morale increases, employees want to build a rapport with their customers because they feel empowered, and with high morale commonly comes a genuine interest in making everyone feel good about the experience. Just some non-airline-related thoughts from someone who sells customer service for a living.