The master has spoken...you are right and I stand corrected.

CO UA Mashup
 

If the process was fine it would be clearly understood and executed in a standard manner. It's the responsibility of the airline to ensure their GAs are enforcing standard practice uniformly. i.e. It's a training issue.

At this point however, the Continental folks are so demoralized they've stopped making any real effort until the merger is finished shaking out all personnel and policy/process changes. Whenever I ask them how they feel about it, I get waves of angst.

I'm (reluctantly) migrating from Delta Platinum to United for 2012 and have begun to fly United/CO on the shorter flights. Can't believe how different the security line protocols are... and not in a good way.

Exactly - the process is fine, it's the execution of it that's the issue. My comments above were in response to a poster saying that CO's boarding process treats all elites equally. That isn't the case.

Funny, I've migrated (voluntarily) from CO to DL and I truly enjoying the experience, and not just the boarding protocol.

DL today reminds me of CO at its height under the early tenure of Gordon Bethune, an airline recovering from a period of intense problems, a true innovator. In addition to WiFi, free DTV, AVOD, and USB ports on board, I love the new awesome SkyClubs.

All the DL people I have encountered are cheerful and eager to help, and whenever there is a problem, the airline is reasonable and generous with compensation, unlike the preposterously hostile attitude one encounters with customer service at CO.

For me, also, since I am so tied into Amex, DL's relationship with Amex and UaCo's to completely sever ties (even going to the extent of restricting Amex Priority Pass card holders from accessing United Clubs), was a big part of my decision of switching to DL.

Next up here in NYC is a brand-new DL terminal at JFK.

I still fly CO, but only if I have to. They are the only carrier doing NYC-YQB non-stop, so I fly that a lot. Also, I'll go for the occasional BF ticket during one of the deep discount sales.

CO's boarding process did treat all elites equally.

UA's process did not.

So as the two airlines are merging, what we are finding is that many of the ex-CO GA's are still hewing to the CO way of doing things.

Whether it's process or execution is really just a matter of semantics; right now, it just ain't workin' right.

I chalk it up to the always harrowing process of merging two companies...but I am not at all encouraged by the degree to which this merger has left the ex-CO staff demoralized and morose.

I've yet to come across a domestic US lounge that I would describe as "awesome" - definitely not a DL one! Some of them are better than many (most?) of the UCs though, I'll give you that. But we're still talking average, at best.

Can't say I agree on many of the other points though - I still find the domestic DL experience cringeworthy. The aircraft are fine - decent hard product, but it's the lack of a professional attitude from the employees that really gets to me - starting with that awful safety demo they still use. I just don't like the overall experience. Give me legacy UA any day in comparison - that's saying a lot coming from me ;)

What are you trying to achieve with this post? I am referring to the current boarding process, not the old one. I've repeatedly said the issue is with the execution of the process, many of the CO GAs are just not doing it right.

Boarding BOS-EWR today. Boarding order was GS, 1st, military...a pause. And then, 1K, Presidential Platinum, Platinum, Star Gold, Silver, and Gold all at once and in this order. I thought PP = 1K and I know Gold is greater than Silver :)

I suppose it's somewhat subjective. But I'm only referring to the renovated SkyClubs (the older ones are fine but nothing exceptional). Not only is the redesign visually pleasant, but the food offerings, while hardly of the standard one would find in major international airports, are easily the best among U.S. airline lounges.
That has not been my experience in the least. All the people I have encountered have been incredibly diligent, friendly and professional. Yesterday I flew PDX-JFK on DL, and I was seated in 10C, the first seat in the Y cabin. I watched the two F/A's in FC work their tails off the entire flight. They were so professional, diligent, and friendly, it reminded me of a bygone day on CO...

And, by the way, the F/A's working in Y were just as friendly and professional, although the nature of the service is different, of course.

You wrote (bolding mine): "My comments above were in response to a poster saying that CO's boarding process treats all elites equally. That isn't the case."

I take it that isn't what you meant...since there is currently no CO.

My point was that the old process, the CO process, did absolutely treat all elites as one, and that is clearly the source of the problem as the ex-CO employees are either hamstrung to their habits or too demoralized to make the shift to the new UaCo process (which is essentially a modification of the UA process).

The PMUA folks aren't any happier with the changed procedure. I've spoken to several, and none of them like the post June 2011 changes to the boarding process.

Oh, man, I wish this worked. But one of the frustrating things about the Frankenflights is that the mobile upgrade list doesn't work either. At least it's consistent -- nothing works according to protocol on these flights! No EUA or advance UDU, no consistent seat selection, no seat map or upgrade or standby information via the mobile app... and based on my interactions with agents, I don't think even they can consistently see accurate information on those aspects of the flight.

At least the Frankenflights will almost surely go away as the merger progresses. It's not as clear that some of the other issues raised in this thread will get resolved -- they might become policy instead.

But I think almost everybody on this board can agree that consistency and predictability are (a) desirable, and (b) missing lately. If we're going to board by strict hierarchy, I'm fine with that. If we're going to have a scrum, I can get in there and throw elbows. But, dang it, I want to know what to expect! Nothing drives me nuts like having a 3-flight itinerary where every flight is boarded differently, and I constantly feel like I'm either (a) getting screwed, or (b) a jerk, just because I tried to follow the protocol.

I have gotten T-24 EUA on these flights (but never earlier) and agree that the mobile list really works dependably only for mainline flights.


Separately, yesterday SNA-EWR (no upgrades, as usual), GA called FC, then 1K & Platinum, then rest of Elites. No mention of military, GS, or PPlat.

http://www.flyertalk.com/forum/unite...l#post16493153

I've actually have NEVER seen boarding called this way on any UA or CO flight.

You aren't kidding. I was there Tuesday night and the PA announcements were:
military
GS, First, 1K, Plat
anyone with Elite Access
rows 20-32

Boarding potential upgrades
 

On 4 legs between lax iah and mia (and back), I witnessed and was once part of several boarding messes where f/a's purposely put off processing ug's until after all boarded. Then plucked the pax from y and made them take their bags to c, only to find no o/h space. Very frustrating, especially since they refused to help stow the bags.

You mean "where GAs purposely put off processing upgrades?", I assume? F/As have no control over upgrades.

Is it possible that some passengers were checked in for F, but didn't make the flight? If so, they can't release that seat until after boarding has finished... and at that point, I'm happy if the GA is conscientious enough to go on board and move deserving elites up those empty seats (see various threads on "Flight went out with empty seats in F..."

On the other hand, if there was a monitor that clearly showed seats available in F until after boarding, that's not cool.