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Originally Posted by pixmotion
(Post 18460297)
Humm, no offense to you. But I am thinking it is a serious lack of ownership or accountability. Just imagine if the was your company; meaning you were the CEO or board. You have customers, that liked you, now hate you, and tell everyone that, and your employees "just do not like their job" and tell the customers "sorry, its not me, its this crap company I work for".
So, the question, what do you do? You start by realizing the laa-dee-dah rhetoric that you've been using for the past 20 years is not going to cut it anymore and start communicating more frankly and apologizing for screwups, and come up with a plan to fix them. It's not the fix, but as I said, it's a step in the right direction. |
And it still seems that under new regime, one HAS to check in ahead of time -if not already cleared for an upgrade- to even be on the list 24- before flights..Corrrect? I used to not want to til the airport for several good reasons. And United PM you didnt have to worry.
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Originally Posted by channa
(Post 18461391)
You start by realizing the laa-dee-dah rhetoric that you've been using for the past 20 years is not going to cut it anymore and start communicating more frankly and apologizing for screwups, and come up with a plan to fix them.
It's not the fix, but as I said, it's a step in the right direction. I suspect though, this letter was drafted by sUA senior staff. There is no "apology" in sCO's dictionary. Their culture is always "we are the best". :rolleyes::rolleyes: |
Originally Posted by DCBob
(Post 18457218)
At the new United, we treat all elites alike!
Dave |
Originally Posted by kb1992
(Post 18461968)
Completely agree.
I suspect though, this letter was drafted by sUA senior staff. There is no "apology" in sCO's dictionary. Their culture is always "we are the best". :rolleyes::rolleyes: |
It seems to me that with this second email, there may be a pattern emerging, though we'll have to wait to gather more data. My read on it is that they are starting to acknowledge that enough customers have issues that need to be addressed, and they're making some effort to attack easy and less substantial ones.
If I were presented with something similar from an employee to whom I had just delievered a kick in the pants, I would view this as a minimal and not very sincere effort, and they would be out of imminent danger of being put on a formal improvement plan yet still be on my list. As is United. I'm not leaving yet, but until they fix the big things such as lack of instant ticketing and timely (meaning next day) credit card refunds and mileage redeposit in the event of canceled bookings, I've stopped with the United evangelizing that I used to do to my social circle and I'm booking essential travel only. These issues that I mentioned aren't just convenient, they are essential. One can't travel and make downstream plans without an actual ticket and one can't use their hard-earned money or miles (which are a form of money, albeit the Monopoly variety) if a company is hanging onto it. |
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