Astonishing debacle. UGS thinking of defecting.
#1
Original Poster
Join Date: Mar 2007
Location: ORD
Programs: AA Gold after slowing down; former UA GS/1K
Posts: 72
Astonishing debacle. UGS thinking of defecting.
I have been global services for about 4 years and I often fly on complicated itineraries internationally. Also make changes along the way, so the value of an elite program and especially dedicated agents who know system cold and recognize the value of elite fliers is of high value to me.
Far as I can tell, this new airline is incompetent. AT least as far as service goes. Flying experiences lately invariably include flummoxed and confused gate agents and check in counter agents. Cheat sheets, utter confusion, calling colleagues over to hunch over the screen together to figure stuff out (and I am talking very simple things, like getting on an earlier flight, or checking upgrade status), endless wait times on the GLOBAL SERVICES HOTLINE... All of these things are astonishing to me. I saw the primitive DOS-like screen the agents work with, compared to the sophisticated system in place at ua prior to merger. It's truly astonishing. Morale and frustration among employees is pitiful. Almost appears that CO is TRYING to offend and alienate UA's prized customers and employees.
Will this get better? Is there a reason to keep my business at COdbaUA if there is effectively no benefit to being a top revenue generator?
I live in Chicago, so I have a choice... Anyone know if AA is capitalizing on this mess with an aggressive status match? I would be a prime target.
Far as I can tell, this new airline is incompetent. AT least as far as service goes. Flying experiences lately invariably include flummoxed and confused gate agents and check in counter agents. Cheat sheets, utter confusion, calling colleagues over to hunch over the screen together to figure stuff out (and I am talking very simple things, like getting on an earlier flight, or checking upgrade status), endless wait times on the GLOBAL SERVICES HOTLINE... All of these things are astonishing to me. I saw the primitive DOS-like screen the agents work with, compared to the sophisticated system in place at ua prior to merger. It's truly astonishing. Morale and frustration among employees is pitiful. Almost appears that CO is TRYING to offend and alienate UA's prized customers and employees.
Will this get better? Is there a reason to keep my business at COdbaUA if there is effectively no benefit to being a top revenue generator?
I live in Chicago, so I have a choice... Anyone know if AA is capitalizing on this mess with an aggressive status match? I would be a prime target.
#3
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
Threatening to inflict pain does not actually inflict pain on the company...
#6
Join Date: Jul 2005
Location: SAN
Programs: UA 1MM/1K, HH Diamond
Posts: 6,832
They may have saved serious $$$ by sticking with SHARES, but one has to wonder whether this will be more than offset by the business lost from PMUA folks who get tired of hearing how "the new system" is to blame for everything they used to be able to do but can't anymore.
#7
Join Date: Feb 2005
Location: Portland OR & Bangkok
Programs: United GS, Marriott Ambassador
Posts: 662
I have been global services for about 4 years and I often fly on complicated itineraries internationally. Also make changes along the way, so the value of an elite program and especially dedicated agents who know system cold and recognize the value of elite fliers is of high value to me.
Far as I can tell, this new airline is incompetent. AT least as far as service goes. Flying experiences lately invariably include flummoxed and confused gate agents and check in counter agents. Cheat sheets, utter confusion, calling colleagues over to hunch over the screen together to figure stuff out (and I am talking very simple things, like getting on an earlier flight, or checking upgrade status), endless wait times on the GLOBAL SERVICES HOTLINE... All of these things are astonishing to me. I saw the primitive DOS-like screen the agents work with, compared to the sophisticated system in place at ua prior to merger. It's truly astonishing. Morale and frustration among employees is pitiful. Almost appears that CO is TRYING to offend and alienate UA's prized customers and employees.
Will this get better? Is there a reason to keep my business at COdbaUA if there is effectively no benefit to being a top revenue generator?
I live in Chicago, so I have a choice... Anyone know if AA is capitalizing on this mess with an aggressive status match? I would be a prime target.
Far as I can tell, this new airline is incompetent. AT least as far as service goes. Flying experiences lately invariably include flummoxed and confused gate agents and check in counter agents. Cheat sheets, utter confusion, calling colleagues over to hunch over the screen together to figure stuff out (and I am talking very simple things, like getting on an earlier flight, or checking upgrade status), endless wait times on the GLOBAL SERVICES HOTLINE... All of these things are astonishing to me. I saw the primitive DOS-like screen the agents work with, compared to the sophisticated system in place at ua prior to merger. It's truly astonishing. Morale and frustration among employees is pitiful. Almost appears that CO is TRYING to offend and alienate UA's prized customers and employees.
Will this get better? Is there a reason to keep my business at COdbaUA if there is effectively no benefit to being a top revenue generator?
I live in Chicago, so I have a choice... Anyone know if AA is capitalizing on this mess with an aggressive status match? I would be a prime target.
Last edited by iluv2fly; Mar 15, 2012 at 8:49 pm Reason: language
#8
FlyerTalk Evangelist
Join Date: Jul 2007
Location: DFW
Programs: UA Pleb, HH Gold, PWP General Secretary
Posts: 23,199
UA is 12 days into the change over. The system merger is going ok and the UA agents are learning the new system. It is obviously not going to be like this forever. Deep breath you're ok.
#9
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
Wow, are people being harsh in this thread. Person gives their reasons then asks a question if AA is matching status and you all pile on them. If you all don't want to read "yet another thread" then don't read it.
Back on topic. I don't know the answer. A few in the Million Mile thread have claimed to be working with AA for a match but no results have been posted.
Back on topic. I don't know the answer. A few in the Million Mile thread have claimed to be working with AA for a match but no results have been posted.
#10
Join Date: Dec 2008
Location: WAS, LAX
Programs: AS 100K
Posts: 1,330
If I were you, I'd be gone today. The system changeover is abhorrent. Vote with your money.
Small tangent: why even choose AA? Why not an intl *A carrier? They'll treat you *so* much better than US-based airlines. (if you're doing 300,000/yr you could easily qualify for LH HON)
Small tangent: why even choose AA? Why not an intl *A carrier? They'll treat you *so* much better than US-based airlines. (if you're doing 300,000/yr you could easily qualify for LH HON)
#11
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
Yes, you all piled on. Well, FT has become one of the most negative places on the web in the UA forums. I used to enjoy coming to get information and help if I could to answer people questions. I have found myself being negative in threads by being sucked into the negativity here. I think I am just going to step back for a few months.
To the OP, good luck in your decision. If more GS step away then maybe, just maybe UA might start to notice. You have legitimate complaints and asked a simple question and gave your reasons. I am sorry for the negative answers, or non answers as I only saw maybe 1 or 2 that actually used the letters AA in them. Only you can make your final decision but like you I would want to get information first before making a decision and that is what you tried to do in this thread.
To the OP, good luck in your decision. If more GS step away then maybe, just maybe UA might start to notice. You have legitimate complaints and asked a simple question and gave your reasons. I am sorry for the negative answers, or non answers as I only saw maybe 1 or 2 that actually used the letters AA in them. Only you can make your final decision but like you I would want to get information first before making a decision and that is what you tried to do in this thread.
#12
Join Date: Oct 2004
Location: Clinging to the edifices of a decadent past from the biggest city in America nobody really cares about.
Programs: (ಠ_ಠ)
Posts: 9,077
You have legitimate complaints and asked a simple question and gave your reasons. I am sorry for the negative answers, or non answers as I only saw maybe 1 or 2 that actually used the letters AA in them. Only you can make your final decision but like you I would want to get information first before making a decision and that is what you tried to do in this thread.
People, if you'd like to contribute to eratosthaenes please feel free to do so, if not, feel free to move along to other threads.
#13
Join Date: Sep 2003
Location: W29
Programs: It's Complicated...
Posts: 6,819
Interesting point of view. I would think that if I am a really serious revenue generator for UA then I would most certainly complain about not being able to get what I need fromt the airline...especially if it is basic things.
Last edited by iluv2fly; Mar 15, 2012 at 8:50 pm Reason: quote
#14
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
But Jeff is bringing the CO culture "all elites are equal" to UNITED.
GS or not.
#15
In memoriam
Join Date: Aug 1999
Location: Danville, CA
Programs: AA EXP - UA *G MM - HH Diamond - Hertz PC
Posts: 3,242