Email: Progress update on our recent systems conversion
Apr 25, 2012 | 10:51 am
#62
FlyerTalk Evangelist
Join Date: Jan 2003
Location: Brooklyn, NY, USA
Programs: DL SM Plat, B6 TrueBlue, UA MP, AAdvantage
Posts: 10,008
I certainly applaud the email and agree with channa that the (slowly) changing tone of their communications may be a positive sign. Also, I agree that fixing IT issues with missing and broken functionality will take time. However, where I think they are still missing the point is that it would be very simple for them to tell us how they want the program to work - in particular with respect to the TOD upgrade/CPU issues. That doesn't require any programming - just transparency. What is the policy to be? If it is currently somewhat broken, ok. If what we are seeing is the new policy, ok. Just be clear about the intended policy, and if bugs exist, what the short term mitigation approach is and what the long term fix timetable is likely to be. Flyers can decide how they want to react to the policy if they know it, but this mail continues to ignore this question - which then suggests what the policy answer probably is. At least be honest about it though.
If the program becomes too transparent, then the impediments to upgrades and other benefits will be too obvious and that would cost them a lot of business.
Apr 25, 2012 | 11:14 am
#63
Join Date: Jan 2008
Location: SF Bay Area
Programs: UA GS MM, Marriott Life Plat, Hyatt Globalist, Southwest Alist pref, various others of little note
Posts: 2,873
Maybe that email just went to PMUA folks or the highest up of the elite levels....I did not get it but I am just a 20+ year Elite with CO who has fallen to the lowly level of silver now...Some of my email complaints have been answered, not very well but answered. One even included a $100 e-cert and another included 3000 MP miles, that have still not posted to my account after 10 days. Anyone want that e-cert? I have having a very hard time clicking the buy now button on the UA web site for my up coming trips, even with the e-cert and some travel bank money to use....
Those of us who were long-time PMCO pax (and not Blue COolAid drinkers) can tell you that there lack of transparency is precisely the way it's supposed to work, and the way it worked at CO for years.
If the program becomes too transparent, then the impediments to upgrades and other benefits will be too obvious and that would cost them a lot of business.
If the program becomes too transparent, then the impediments to upgrades and other benefits will be too obvious and that would cost them a lot of business.
Last edited by iluv2fly; Apr 25, 2012 at 3:15 pm Reason: merge
Apr 25, 2012 | 11:22 am
#64
FlyerTalk Evangelist
Join Date: Jan 2003
Location: Brooklyn, NY, USA
Programs: DL SM Plat, B6 TrueBlue, UA MP, AAdvantage
Posts: 10,008
Apr 25, 2012 | 11:24 am
#65
Join Date: Apr 2003
Location: Virginia, USA
Programs: UA GS/3MM, DL Gold/Million Miler, AA Exec Plat/Million Miler, Emirates Gold
Posts: 162
I understand your point, but in this context, I think it's reasonable. Think of a large, arrogant company you may do business with (for me that would be Microsoft -- they're often late to the game with stuff, they're difficult with policies, pricing, etc., and customer service can be lacking). If they start coming forward acknowledging their errors, that's a huge step forward, IMO, even if it takes time to see the results.
Obviously if you need immediate results, you're always free to go elsewhere. But that doesn't mean the communication and admitting of problems is a bad thing. All I'm saying is it's a step in the right direction, and that this style of communication is radically different than what we've seen from the CO PR machine in the past.
Obviously if you need immediate results, you're always free to go elsewhere. But that doesn't mean the communication and admitting of problems is a bad thing. All I'm saying is it's a step in the right direction, and that this style of communication is radically different than what we've seen from the CO PR machine in the past.
You say its reasonable, I say its not good enough. Lets agree to disagree. On the vendor example, the situation here is that there are multiple vendors who provide equal or better service. So when one of them is being opaque about when they will resolve problems, and not clear about exactly what their offer is, I have other options. If this was the only vendor, I would have to grin and bear it.
Apr 25, 2012 | 11:31 am
#66
Join Date: Nov 2002
Location: SEA/YVR/BLI
Programs: UA "Lifetime" Gold, AS Titanium, OW Emerald, HH Lifetime Diamond, IC Plat, Marriott Gold, Hertz Gold
Posts: 9,583
I certainly applaud the email and agree with channa that the (slowly) changing tone of their communications may be a positive sign...
...Flyers can decide how they want to react to the policy if they know it, but this mail continues to ignore this question - which then suggests what the policy answer probably is. At least be honest about it though.
...Flyers can decide how they want to react to the policy if they know it, but this mail continues to ignore this question - which then suggests what the policy answer probably is. At least be honest about it though.
Unless and until UA addresses your second point above, I'm inclined to consider such efforts as desperate damage-control. Full disclosure: As a 1K "Million Miler" cynical is now my middle name in regard to UA.
Oh, and I didn't receive the e-mail either - symbolic? - but Mrs. Fredd forwarded hers to me.
Apr 25, 2012 | 11:49 am
#67
Join Date: Dec 2002
Location: SFO
Posts: 4,198
The videos may be fine by themselves ... but the disconnect between what Smisek says and the ground reality is what makes them pathetic.
Apr 25, 2012 | 1:10 pm
#68
Join Date: Feb 2010
Programs: UA 1K 1.6 MM, AA EXP, SPG Gold, MARR Plat (Premier) Lifetime, Hertz Pres Circle
Posts: 117
Apr 25, 2012 | 1:47 pm
#69
Join Date: Dec 2006
Location: Planet Awesome
Programs: Delta Gold, United MM, Marriott Gold
Posts: 234
I hate seeing him on flights. It makes me want to punch the screen. Seeing him gives me a target to blame the devaluation of upgrades, status, etc.
Apr 25, 2012 | 2:09 pm
#70
Join Date: Nov 2009
Location: Nice France
Programs: United MP Platinum+ / 1Million Miles+ and Flying Blue
Posts: 132
So, the question, what do you do?
Somebody needs to be let go.
Apr 25, 2012 | 2:39 pm
#72
Join Date: Nov 2006
Location: SFO South Bay
Programs: UA 2MM
Posts: 3,053
GS and 1.8MM, no email
I am always interested how they prioritize these things. I guess they cannot send them all out at once due to creating a flood of traffic (?). But just as with the mailing of the new card packets, it seems that GS tend to be the last to get these?
