We had some pretty poor service on my CO flight that I just disembarked. Already spoke with the pursur and she told the captain, and they're talking to the three FAs, but I still want to reach out to corporate. Issues were long and varied, but I'm a son in law of a WN FA - I know how difficult the job can't get, but these ladies screwed the pooch.

What's the best way to reach out so that it gets noticed? A few more flights like this and I'll jump for AA, I'm just a PS on UACO but this was really discouraging.

Presumably UA has a comment button on its webpage. Did you check there first?

Were you a Premier on UA or a Silver on CO? I think UA has a Premier Voice email, CO doesn't.

given it was a CO flight, CO feedback channels probably would be most appropriate.

https://www.continental.com/web/en-U...r/default.aspx

So, nu, what happened?

I have a college friend who works pretty high up now at UA (was at Co for about 12 years prior). We were talking about bad experiences with GA, actually; he confirmed with me that if you submit a name, time and place, that person will be addressed.

That being said, the UA HR department must be mad busy with write ups.

I've had CO issues addressed by 1KVoice

I was under the impression that UA had started to phase out Premier Voice last year.

Indeed, enquiring minds want to know.... that poor pooch!

Where can I find the premier email?

Premiervoice
At
United.com

Snips..

I saw repeated instances of the three FAs, working the rear economy cabin, being dismissive or rude to guests. XXX and YYY didn't return a smile and very much seemed as if they were not interested in being on the flight. XXX in particular had a lousy attitude -- examples:

Collecting all the trash for one side of the plane and not paying heed to to the other side. When she came by for drink service later; I asked her when they'd take trash, and she said 'in a moment.' Twenty minutes later; I used the call button to give her the trash, and she refused to take it -- "We'll be by in a second." It took another twenty minutes for the trash form my meal to be picked up; with her verbally admonishing me for stacking the drink cup on top of the cardboard box; rather than simply take one and then the other, she chided "Don't be a stacker!" and made me hand it to her one at a time.

In another incident, a guest was walking towards the rear restrooms when she emerged from the back with her cart; he apologized and said that he didn't see her coming down the isle; and she rudely replied "I was already in the aisle when you got up." Then, instead of trying to allow the guest around her, or allowing him to step into a seat area to allow her to pass; she trapped him between another food cart, promising that he could go in just a minute.

YYY and ZZZ were not directly impolite, but their level of service and friendliness were not what I've come to expect from United. They would walk by drink service ignoring people saying "excuse me" (or not hearing them); no returned smiles; etc. I spoke to the steward, AAA, who very dutifully collected my concerns and apparently spoke to the FAs during the flight; but the concern was bothersome enough for me to feel the need to communicate it directly. I want to emphasize that Donna definitely made me feel listened to.

Let me provide some context. I fly often; and I just made UA Premier Silver, and was looking to earn 1K this year - I made an active choice of UA/CO over AA and Delta; and I'm bothered that the cultural change after the merger might lead to worse service - that I made the wrong decision.

My mother-in-law is a Southwest Flight Attendant -- I know exactly how difficult the job is; I usually bring gifts for the FAs (as I did on this flight) - I appreciate their work very much. I say this to point out that I'm not someone who usually complains about such things; and if I was moved to complain, that should let you know the severity of the issue.

I go on to explain other issues including issues with the IFE that weren't addressed.

Oof, it sounds like you wrote a novel.

The folks at FlyerTalk are not all airline experts, but many of them are airline complaint experts, and their #1 rule is "be brief".

Hope you get some response ... but if you don't, it could hurt to try again with the problems bullet-pointed. A lot of this is not actionable. Or it could be passed off as subjective.

Gosh, I dunno about "culture" or "merger". As to "culture", hmm. There are a whole lot of UA and CO flight attendants. With thousands of potential people to interact with, you're bound to have a bad experience with someone on some carrier occasionally. I have had good and bad crews on lots of American carriers (AA, DL, US, CO, UA, WN, AS, and countless regional carriers). To my mind the differences between crew on the same carrier are just as big than the differences between crew across carriers. (One big demographic difference: VX flight attendants seem to be younger on average than those who work for other carriers).

As to "change after the merger", hmm. If anyone tries to excuse poor service because their parent company just got bought out, they were going to mistreat you anyway, and now they've just found a new excuse. (One exception: you should accept this excuse from any gate agent who is explaining why they are having such a hard time rebooking you.)

There are a few leading sentences with flight details; but yeah, I can see how it's too long. It's hard to not get dismissed as 'overreacting' without explaining the circumstances, but brief is better; you're right. Next time; thanks.

There were a bunch of UACO staff on the flight as well who saw the conduct and were embarrassed (and even apologized to me) for the service level. A lot of the UA vs CO culture stuff came out in those conversations.

FYI, they handled this pretty well. Glad I contacted them.