Email: Progress update on our recent systems conversion
Apr 25, 2012 | 5:18 pm
#76
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
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?
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.
Apr 25, 2012 | 6:39 pm
#77
Join Date: Aug 2010
Location: Sandpoint,Idaho- previously- Colorado, NYC, New England, SC
Programs: United Millionmiler 1/Star Alliance Gold, National Emerald Executive for Life, Best Western Platinum
Posts: 176
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.
Apr 25, 2012 | 7:36 pm
#78
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United Global Services and 1MM, Marriott Titanium, Hyatt Globalist
Posts: 10,305
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.
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".
Apr 26, 2012 | 6:02 am
#79
FlyerTalk Evangelist
Join Date: Mar 2002
Location: AVL
Programs: AA EXP, UA LT Plat, Mar LTT
Posts: 18,147
Apr 26, 2012 | 8:01 am
#80
Join Date: Mar 2012
Location: Chicago, IL
Programs: AAdvantage, MileagePlus(ick)
Posts: 296
I might be inclined to agree.........fabricated by what very few sUA staff are left, and that were let out of their cages.
Apr 26, 2012 | 4:44 pm
#81
Join Date: Jul 2010
Programs: UA 1K, Star Gold,Marriott Gold, Hertz Presidents Circle
Posts: 414
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.
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.