Don't Blame the Employees
#1
Original Poster
Join Date: Feb 2003
Location: PHL
Programs: UA Plat, 2MM
Posts: 1,860
Don't Blame the Employees
It is now more than two weeks since the integration of the systems into one, and it is still a total disaster with incredible wait times for phone service, miles not posting, depleting of elites, limited upgrades, etc. After you wait on hold for one hour and you finally get a real person you can tend to dumb on that agent. It is a natural reaction, but please, remember, they did not create this monster of a mess. It is a natural reaction to yell, vent, or whatever on them, but that is not FAIR. They did not downgrade what it means to be an Elite flyer, they did not change the rules of posting miles, they did not chose to have too few agents on duty, they did not chose to make this a total mess. I was speaking to a supervisor at MP in Manilla after waiting 45 minutes on hold on the 1K line (who confirmed a long time to post miles) who told me the employees are really stressed out with the anger and frustration of the passengers. She said it is difficult just answering the phone. She said she is pregnant and feels so much stress for the last past two weeks.
It is not FAIR to take out our frustrations on the employees, they are only doing what they can.
Vent your frustration where it belongs - Jeff Smeisk and the Board of UA.
How many have sent "Jeff" a letter telling how displeased we are with him and what he has done? Do not take it out on the front line people, vent where it belong! JEFF
It is not FAIR to take out our frustrations on the employees, they are only doing what they can.
Vent your frustration where it belongs - Jeff Smeisk and the Board of UA.
How many have sent "Jeff" a letter telling how displeased we are with him and what he has done? Do not take it out on the front line people, vent where it belong! JEFF
#2
Join Date: Jul 2005
Location: SAN
Programs: UA 1MM/1K, HH Diamond
Posts: 6,832
Vent your frustration where it belongs - Jeff Smeisk and the Board of UA.
It's beyond obvious that very high-level decisions were made that the loss of elites' business will be made up for by (a) the volume of TODs, selling CC benefits, etc. and (b) cutbacks on elite benefits, particularly in the realm of customer service. Was it a right decision? Who knows. Lacking any hard aggregate data, certainly none of us does. For all I know SMI/J and friends will welcome the complaints of p-od elites if they think by getting rid of us they get rid of those whose business is net not worth retaining. Or they assume that regardless of the cutbacks, the grass ain't greener enough "over there" and that for every elite who bolts, another will come.
How many have sent "Jeff" a letter telling how displeased we are with him and what he has done? Do not take it out on the front line people, vent where it belong! JEFF
#3
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
I was speaking to a supervisor at MP in Manilla after waiting 45 minutes on hold on the 1K line (who confirmed a long time to post miles) who told me the employees are really stressed out with the anger and frustration of the passengers. She said it is difficult just answering the phone...
It is not FAIR to take out our frustrations on the employees, they are only doing what they can.
It is not FAIR to take out our frustrations on the employees, they are only doing what they can.
The possible silver lining to all this is that it seems to be reawakening the militant streak in UA employees, with potential apocalyptic chaos ahead -- Jeff slaughtered by his own troops, as it were, with labor strife, SFH 2.0, you name it. Which would have high entertainment value for me as I will not be a UA customer when it happens.
#5
FlyerTalk Evangelist
Join Date: Jun 2006
Location: LAX/BOS/HKG/AMS/SFO...hmm, I need a life.
Programs: United1K, AA ExPlAAt, DL MM/Gold, Hilton Diamond, Avis First
Posts: 13,316
I cant believe I am saying this but I tend to agree. I have flown 6 segments this weekend and there some almost seem happy to tell you "that's the way it is now". I think UA needs to reinforce that while it is not the employee's fault it is is most certainly not the CUSTOMERS fault.
#6
Join Date: Feb 2012
Posts: 2,933
By the time that they answer the phone, I can hear the frustration in their voices, and I make it a point to be very polite and definitely not cop an attitude and infer that being a 1K 2MM flyer makes me important and smarter than the average bear. I have many friends that work for UA and they are just as concerned about the future of this airline and their continued employment going forward as we do about our precious miles!
Years ago my wife worked for CO in L.A. and when Texas Air took them over (so to speak) many people were given jobs in Houston. Six months later, after picking their brains and families were relocated to Texas, nearly everyone of them were fired. We did not take this offer and thankfully so. It's been many, many years ago however I still don't don't trust any of these CO Suit's any more now than I did back then, PERIOD!!!
Can't blame these employees for anything that this merger has caused to inconvenience its customers.
Years ago my wife worked for CO in L.A. and when Texas Air took them over (so to speak) many people were given jobs in Houston. Six months later, after picking their brains and families were relocated to Texas, nearly everyone of them were fired. We did not take this offer and thankfully so. It's been many, many years ago however I still don't don't trust any of these CO Suit's any more now than I did back then, PERIOD!!!
Can't blame these employees for anything that this merger has caused to inconvenience its customers.
#7
Join Date: Dec 2007
Location: Las Vegas
Programs: DL Platinum, AA Lifetime Gold, Hilton Diamond, Marriott Platinum, Radisson Premium
Posts: 6,638
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 5_1 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9B176 Safari/7534.48.3)
It seems the answer for everything is "Well that takes longer now with the new system" as if we were supposed to *expect* downgrades in every aspect of service.
Seriously, UA should have been way more forthcoming about how the new site will lack functionality that we have been used to for years. Having to call in every time to get upgrades and mileage redeposited is an insult
It seems the answer for everything is "Well that takes longer now with the new system" as if we were supposed to *expect* downgrades in every aspect of service.
Seriously, UA should have been way more forthcoming about how the new site will lack functionality that we have been used to for years. Having to call in every time to get upgrades and mileage redeposited is an insult
#9
Join Date: Feb 2012
Posts: 2,933
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 5_1 like Mac OS X) AppleWebKit/534.46 (KHTML, like Gecko) Version/5.1 Mobile/9B176 Safari/7534.48.3)
It seems the answer for everything is "Well that takes longer now with the new system" as if we were supposed to *expect* downgrades in every aspect of service.
Seriously, UA should have been way more forthcoming about how the new site will lack functionality that we have been used to for years. Having to call in every time to get upgrades and mileage redeposited is an insult
It seems the answer for everything is "Well that takes longer now with the new system" as if we were supposed to *expect* downgrades in every aspect of service.
Seriously, UA should have been way more forthcoming about how the new site will lack functionality that we have been used to for years. Having to call in every time to get upgrades and mileage redeposited is an insult
I'm not critiquing any part of your comment, however making a blanket statement that UA is somehow EVERY employee, who has to also put up with this nonsense, is not fair in its entirety, either.
I think that you would certainly agree with me on that, would you not bmvaughn?
#10
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,592
#11
Join Date: Dec 2002
Location: Washington, D.C.
Programs: UA Premier 1K: PlAAtinum; DL SM, MM; Marriott Gold; CO Plat Emeritus; NW Plat Emeritus
Posts: 4,776
Let me add that applies to UAInsider as well. She/they didn't select the platforms, didn't write the messed-up programming etc...
#13
Join Date: Oct 2011
Location: DEN/OGG
Programs: UA GS
Posts: 1,482
#14
Join Date: Jul 2011
Programs: UA 1K, Hertz President's Circle, Hilton Platinum,
Posts: 661
It is not FAIR to take out our frustrations on the employees, they are only doing what they can.
Vent your frustration where it belongs - Jeff Smeisk and the Board of UA.
How many have sent "Jeff" a letter telling how displeased we are with him and what he has done? Do not take it out on the front line people, vent where it belong! JEFF
Vent your frustration where it belongs - Jeff Smeisk and the Board of UA.
How many have sent "Jeff" a letter telling how displeased we are with him and what he has done? Do not take it out on the front line people, vent where it belong! JEFF
It's got to be extra tough on the men and women of United who are just trying to pay their bills and make the best lemonade they can.
I spoke with a United Club representative last week and she seemed relieved that I wasn't going to berate her.
#15
Join Date: Sep 2004
Location: Chicago
Programs: UA-1K-MM AA-EXP-MM
Posts: 726
It was the BOD and Jeff Smisek who caused this!
Let's not blame any line employees. This decision is the responsibility of Jeff Smisek and the board of directors. The former CIO K. Halbert told Smisek that this was a bad plan, Smisek disagreed and Halbert went to the B.O.D. to explain it was a bad plan. The board fully supported Smisek and Halbert was fired with a 3 million dollar non disclosure agreement.
This is fully the board's fault, they bet on the wrong plan and the wrong person.
If a month or a year from now, this looks like a great decision then Smisek and the board deserve all the credit for forcing this decision against their CIO's advice. If it continues to be a disaster for the long term they have to accept the fact that they made a large mistake that will cost the stockholders money, as good customers and employees leave United.
This is fully the board's fault, they bet on the wrong plan and the wrong person.
If a month or a year from now, this looks like a great decision then Smisek and the board deserve all the credit for forcing this decision against their CIO's advice. If it continues to be a disaster for the long term they have to accept the fact that they made a large mistake that will cost the stockholders money, as good customers and employees leave United.