Will CO Insider Return?
 

I know Scott, the current CO Insider, has likely been very busy but was wondering if anyone had opinions/insights as to whether the "new" UA will continue with "Insider" participation on FT?

Not sure.

UA had United PR, which was mostly for announcements and things like that. Customer service concerns went through Customer Relations.

Since CO doesn't have a reasonably viable customer service channel, CO Insider ended up spending much of his time resolving CS issues that the front-liners failed to adequately handle.

From a value perspective, who knows what the new COmbined management will think of that. I have a feeling that it's somewhat frowned upon, since CS should be resolving CS issues, and if CO CS has a problem, it should be addressed organizationally instead of having issues handled on a one-off basis for people who know him.

While I think he's been very good at explaining things, and his participation has always been beneficial, for his own sake, it might be better we're not seeing as much of him on FT in his previous role.

I definitely believe Scott is in line for a promotion that will limit the amount of time he spends on FT, which would be a great thing for him. I think a greater presence on FT, Facebook, and Twitter should be a priority for the airline as part of a strengthened social networking and marketing strategy, both from a customer service (issue resolution) and feedback standpoint.

Additionally, I hope UA's customer relations system carries over to the merged airline. In this era, there needs to a greater, not smaller, range of touchpoints through which the company can communicate directly with the customer. Limiting such correspondence in any manner is simply draconian.

Kevin Pinto (DL) and William Sanders (Starwood Lurker) are two PRIMARY reasons why I give those companies my business. Sure, I like (ok, love) DL's inflight entertainment and Starwood's reach, but those two guys have been huge for me. And, I am loyal, in part, for their kind/thoughtful assistance.

Sure, those guys deal with front line customer service issues, but who says that ALL customer service issues have to go through one channel and get processed in the same manner. Why not take advantage of the internet, social networking (facebook, twitter...), etc.?

At the end of the day, it should be about customer service regardless of channel.

He has been lurking on the board on and off over the last week or so. I have seen his handle in the "Currently Active Users" box several times. He's keeping tabs on us. :p

I suspect, but can't prove it, that he is addressing certain issues by proxy, i.e. through certain other active FTers.

It is possible that he has simply been told to stay off flyertalk until xxxxx time.

He has been lurking on the board on and off over the last week or so. I have seen his handle in the "Currently Active Users" box several times. He's keeping tabs on us.. Sott: you can run but you can't hide. We see you. :)

I would think that our Insider is pretty busy working on merger-related activities at the moment. My hunch is that he will continue to participate in this forum, but will probably have less time to devote to "us" for the next several months.

I wasn't referring to the current "Insider," who is personally otherwise occupied, but to the idea of a UA/CO rep continuing to be active on FT.

Agreed. People who are guessing about Scott's ongoing participation in this forum are doing just that...i.e., guessing. That is an HR issue. Your statement above is certainly something this forum can debate.

Do not worry. CO Insider will definitely return. He's been dealing with a h:eek:st of merger-related issues, settling into his new job, etc. While he hasn't been visibly active here lately, he is not at all out of the loop.