Originally Posted by channa (Post 14883387)

This is a perfect example of the Jekyll and Hyde personality UA can have with respect to customer service.

CS lines are often bad, and airport staffing can be pretty bad as well. Now had you had RCC access, this would have been a non-issue, and they could've done whatever you wanted, making this simple. In fact, sometimes at the hubs when there are meltdowns or cancellations, UA will zero out other flights to pick up the slack, even though they're not yet full. In those cases, the RCC can even force you on at the airport.

So while some can be singing UA's praises talking about how great it was that the RCC forced them onto a "full" flight, others are pulling their hair out in frustration because they can't find anyone to help.

For future reference, I don't know how old this story is, but the kiosks can also add you to standby lists.

Originally Posted by rjque (Post 14883250)

UA's PS is inferior to CO's economy because ...

Originally Posted by rjque (Post 14883408)

It's old enough, and I'm hopeful that UA has gotten better since then. But I'm not sure if the RCC would have helped - there was a line out the door.

Originally Posted by channa (Post 14883436)

(until I show up with my PC card and the process is a bit slower).

Originally Posted by Hartmann (Post 14883456)

I'm guessing that's somehow CO's fault?

Originally Posted by channa (Post 14883932)

No, why would it be?

Originally Posted by channa (Post 14883436)

Though the line out the door was for RCC checkin, not RCC service, which would be at the service counter inside.

I was in a 20-person deep line for RCC checkin the other day. Couldn't have taken more than 1-2 minutes to get in. Agents just scan BPs, so it goes pretty fast (until I show up with my PC card and the process is a bit slower).

Originally Posted by rjque (Post 14883408)

It's old enough, and I'm hopeful that UA has gotten better since then. But I'm not sure if the RCC would have helped - there was a line out the door.

This is actually the second time I stopped flying UA. They seem to ebb and flow in terms of customer service patterns, and perhaps now things are better. Like TWA Fan 1, I hope each airline brings its best attributes to the merger. But I have no real emotional investment here. If the new combined entity is not better than AA, I have no qualms with shifting my business there.

Originally Posted by colpuck (Post 14884073)

If the brick doesn't love you, why should you love the brick.

Originally Posted by TWA Fan 1 (Post 14884104)

First of all, what's the brick?

And secondly, how do you know the brick doesn't love you?

Originally Posted by colpuck (Post 14884149)

The brick is the airline. I know the airline doesn't love me. all I am is a revenue center for whatever airline I am flying at that moment in time.

Originally Posted by TWA Fan 1 (Post 14884170)

Of course the airline doesn't love you. But it loves your money, and to get your money it has to work for it, to give you what you want.

It's the very essence of capitalism, and when it works right it should result in better value and better service...so as consumers we should all use our ability to make choices to our benefit.

Originally Posted by colpuck (Post 14884195)

Exactly my point, if one gets better service out of AA, one should go to AA.

Originally Posted by colpuck (Post 14884195)

Exactly my point, if one gets better service out of AA, one should go to AA.

Originally Posted by colpuck (Post 14884149)

all I am is a revenue center for whatever airline I am flying at that moment in time.