With friends like United employees, who needs enemies?

United isn't a religion. It is a very poorly managed and staffed airline.

Maybe it is time to stop complaining and just switch to another airline or means of transport. Those of who hazard to argue with Jana just end up looking more foolish in the process because when it is all said and done whatever Jana or his/her colleagues choose to say or do you'll still be there the next day flying the so-called "friendly" skies.

[quote]<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Jana:
My statement that you quoted was in direct response to a previous post that stated UA's customer service personnel are sniveling and cavalier and crying "poor me". I was merely pointing out that this particular customer is guilty of the same attitude and behavior.
You're most correct in that you pay for a service in which I'm paid to provide. I am paid to deal with customers, even the rude or physically violent customers.
I was told that I did the correct thing when I walked away from a customer that shoved me and again when I walked away from the customer that spit on me. (Both situations in which I was the messenger only.) They, too, thought I was paid to take this treatment. I realize they were angry with UA and not so specifically with me- but I know I'm NOT paid to be their psychiatrist.
The next shover, slapper, spitter, hitter (slapped and hit while employed by another airline) gets the same back at them.
Any FT-er that has been served by me knows that I'm a dedicated employee. To tell me to eat crap because I'm being paid to eat the crap is near-sighted.
What comes around, goes around. I may be your customer, too. Indeed, it is a collaboration and team effort.

I know IAFIBB BUT - from her postings and help on other boards as well as FT I know jana to be one of the hardest working UAL employees I have come in contact with. If she is resenting the rude, nasty coffee-throwing customers that she is dealing with day after day MAYBE it's because she sees much worse behavior than just the grumblings of people wanting a seat change or an upgrade.

More like customer bashing, based on the above posts...and it is not professional to bash customers. More of a hobby than a profession.

Anyway, I appreciate your posts, and indeed I have met many friendly and helpful UA CSRs. I wish all were as good as the best, and none as bad as the worst.

[This message has been edited by TUFBEAR (edited 10-27-2002).]

I would point out dub that one can be the best employee on earth, the most professional, and the most efficient where they need to be...

At work.

I may remind our gentle readers that Jana posts here on FlyerTalk as an individual entitled to call it as they see it, and not as a on-duty United employee representing the airline or any other United employee.

Thank You Jana for putting things into perspective and reminding us that there are sometimes other "points-of-view" to every story.

Thanks for the spanking, Jana. I promise to be a better customer in the future. Please let me continue to spend money on your airline.

Give it another year, and they will let us feed our own tickets into the machine at the gate (or God forbid, just swipe a card). At that stage, between Web booking, Easy Check-In, and trusting me to use the gate boarding machine, I'll be on my way without danger of being treated like an imposition. Maybe the machines can say nice things, like "thanks for your business"

I usually don't, and I hope I didn't...I see it as a you give some you get some. However, YMMV. I truly appreciate the majority of FT'ers on here, I've met many of you and you're all great people who don't ask for too much (no, I don't give comp upgrades or double upgrades, my planes are single class only )

Anyways, I found an old article in an aviation magazine (Apr 1996) with airline employee stereotypes. Here's the "ticket agent."

The Ticket Agent
In a grueling course that molds Marine Corps drill instructors, candidates must try to intimidate a ticket agent. Few succeed.

That is because ticket agents, the only people held responsible for this planet's weather, are unflappable.

Nothing in a Stephen King horror novel comes close to rattling a ticket agent who has face an oversold, Newark-bound DC-10 with a two hour mechanical delay during a blizzard.

Not only are ticket agents fearless, they can predict the future too. Even before lost bag claims are filed, ticket agents know that every missing satchel contains a passenger's heart medicine, car keys, and job interview clothes, and, on an international flight, passport and visa, or traveler's checks.



Kai



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My opinions do not necessarily reflect the opinions of my employer, SkyWest Airlines, or those of our major partners, United Airlines & Delta Air Lines, respectively.

OK, OK, I surrender. Y'all can stop the beating now, ok?

I wish there were a way to better convey emotion and tone of voice in a post. How serendipitous that you and I both posted at a time that is hellish for us both on a personal level and have used this topic as a whipping post- no pun intended.
I get angry when told "if you don't like it, quit!" because due to my own medical diagnosis, I cannot. My husband was laid-off (stockbroker) and my job covers some of my medical expenses. UAL now is threatening to not pay any of it with filing bankruptcy. I was supposed to get my first (1st of 8) installment payment of retro-pay this Dec. (monies owed from July 2000-2002 for hrs. already worked)and now, that too, is up in the air.
No apology is necessary from you, sir. However, I extend my own, along with my best wishes for your family in coping with your wife's illness.

[This message has been edited by TUFBEAR (edited 10-27-2002).]

Thank you, Gary.
My father (also named Gary) lives in So.CA and says the neurology dept at UCLA is quite good and I may want to come out for a third opinion.
My own philosophy regarding FT is that we're a community of consumers and suppliers who want to make the airline more user friendly and accessible- especially to those who contribute so much- customer and employee alike.
Please continue to contribute to the board. We need you.
Jana

I've had the pleasure of being served by Jana. I can assure you that along with a certain NY 'angel', she is one of UA's best.
I might add Beth in ONT to that list too.

Not many people in general really care (about anything). Motivated employees = Good. Nice passengers = Good. It's unfortunate that the 2 aren't mutually exclusive.

I've met Mr. and Mrs. TufBear. Nice people.

I also know that really nice people (this refers to all of us), sometimes get really upset at a 'wrong' (as perceived by them). This is very understandable.

Now just imagine how intimated you'd feel if the Gate agent told you that you potentially could be removed/arrested from a flight.

So you have a situation where you're right; but can't do a thing about it. It's very frustrating to be in this position. I hate that feeling.

Now I know that I'm just 1 of 100's boarding an aircraft today. I smile.

There would be less overall problems if us(pax) and them (UA) treated each other as if they were your mother. And I love my Mom.

Dan
spelling edit

[This message has been edited by dhammer53 (edited 10-26-2002).]

I assume this is your way of saying that the job I perform for UA is better off as automated and without personality or human interaction. My job may well go that route. My bank went that route and actually charges me money if I ever interact with a human, by choice, over a machine.
Considering the fact that UA's automated recordings are similar to the "all is well" recording you might receive at a 1960's ashram front office, sticking with the human factor may not be such a bad idea. Certainly until the practice is perfected.
Lastly, I could give a crap which airline you spend your money with. If UA screwed you over and we owe you compensation, so be it. Every US airline is full or close to it. However, something tells me that you're the type of person everybody owes something to.
Somebody pays you for your work. UA promised to pay me, but has a problem for over two yrs. with the "how much". How amenable to discussion would you be if you hadn't been paid appropriately for over two years?
Oops! You don't have that problem and I do. Pardon me if I'm a tad pissed off about it.
If UA wants to fully automate it's airport operations- fine. Just pay the people who handled it for the time it was a manual operation what we were promised.

Jana . Please chill. I already surrendered, hours ago, a few posts up. Please drop it. Beating up this customer any further serves no purpose.

You have your opinion about the company you work for and the people you deal with (customers). I have my opinion of UA staff, and it is mostly good. I am a loyal UA flier for 15 years, so clearly I think there is something of great value in UA or I would have long ago moved to AA. Your comment about customers that prompted my first post in this thread was uncalled for, but if that is your opinion, so be it.

If customers have treated you badly in past, that is rude and ill-mannered of them. If customers have assaulted you in any way, that is illeagal, and you have recourse in the courts.

Bottom line: I'm sorry if I've offend you here, but your tone in this thread is generally hostile to the customer.

You know nothing about what kind of person I am, nor is it appropriate that you use profanity when posting a reply to me. You offend me when you make personal assertions based on no knowledge. UA does not owe me compensation, I think you are confusing me with someone else. I'm very happy to say that UA has never "screwed" me over, and in 15 years of flying with UA, I have written just one letter of complaint, and perhaps a dozen letters of commendation for excellent service on the ground and in the air. I like your airline!! My posts in this thread were in response to your comments.

Finally, your particular situation sounds very difficult and you have my full sympathy. I'm a customer that despairs of the "race to the bottom" in the US airline industry, and would be willing to pay more so that the employees earn a good wage, the plane is modern, safe, clean and well maintained, and the customer is treated well. I apologize if I have offended you, that was not my intent.


[This message has been edited by Dub for spelling (edited 10-26-2002).]

[This message has been edited by Dub (edited 10-26-2002).]