United Cancellations Getting Insane
Jul 16, 2012, 11:26 pm
#167
Join Date: Sep 2011
Location: SFO
Programs: AA PLT
Posts: 534
To the UA employees who post here, I just want to say a very sincere THANK YOU for taking the time out of your lives to participate and give us over-entitled customers a little insight. I hope for your sakes that UA gets its head out of its butt.
Jul 16, 2012, 11:33 pm
#168
Join Date: Jun 2011
Posts: 272
Good customer service needs to be done by everyone in this company.
While most front line employees try to do the best of their job, the mgts took
their tool away and push them to a terrible situation. In addition, the mgts keeps saying or doing some negative things to their customers and try to push people away but the employees have to clean what mgts have done.
It's very funny for me to see this contrast.
BTW, when I say thank you for being here to AD, I mean real thank you.
While most front line employees try to do the best of their job, the mgts took
their tool away and push them to a terrible situation. In addition, the mgts keeps saying or doing some negative things to their customers and try to push people away but the employees have to clean what mgts have done.
It's very funny for me to see this contrast.
BTW, when I say thank you for being here to AD, I mean real thank you.
And Yes, you are correct in your assessment.
Maybe I read your post wrong.
I was just questioning why you would think it was "funny" that the pilots would be interested in customer service.
My point was that it has always been that way for most of us.
While we don't have the direct cs exposure of other front line employees, we (most) are still very much concerned with the customer experience.
And the things that make you unhappy are also unpleasant for us.
Broken planes, long days, reassignments, shortened layovers, etc. are not high on many pilot's lists.
Yet here, and elsewhere, some are quick to demonize the operators, trying to place blame at our feet.
It does serve to deflect responsibility from mgt.
And disunified employee groups also serve their purposes.
We know that stn mgrs have done such in their pre-shift CS briefings.
Any CS folks care to validate this for the readers here?
We know it goes on because our fellow workers are also spouses, friends, and neighbors.
Jul 16, 2012, 11:36 pm
#169
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
Or better yet, that management gets a new head.
Jul 16, 2012, 11:44 pm
#171
Join Date: Aug 2006
Location: US
Programs: AA/UA/DL
Posts: 2,773
I understood your sincerity.
And Yes, you are correct in your assessment.
Maybe I read your post wrong.
I was just questioning why you would think it was "funny" that the pilots would be interested in customer service.
My point was that it has always been that way for most of us.
And Yes, you are correct in your assessment.
Maybe I read your post wrong.
I was just questioning why you would think it was "funny" that the pilots would be interested in customer service.
My point was that it has always been that way for most of us.
I have received several business cards with appreciation on different flights from different pilots.
Each card makes me feel special and appreciated.
I also received 2 books from 2 pilots.
Moreover, one of the pilots came to visit me after I sent him a photo that
I took during my travel.
Each of these costs little but it does earn my business and loyalty.
I appreciate every little thing from them.
Unfortunately, all these efforts have been destroyed by the COdbaUA mgts.
Jul 16, 2012, 11:51 pm
#172
Join Date: Nov 2010
Location: DEN
Programs: 2012 Plat-2013 Plat-2014 Silver-2015 GM
Posts: 818
for COOL FACTOR, how about "There's a book lying backwards on the floor
there's a girl flying backwards out the door"
Written and recorded by the (locally) famous songwriter guitarist/lead singer from the band "Dogs in the Yard".
I used to be the drummer in that band......
...or any lyrics (and drum parts) from any Tower of Power songs.....
FAB
there's a girl flying backwards out the door"
Written and recorded by the (locally) famous songwriter guitarist/lead singer from the band "Dogs in the Yard".
I used to be the drummer in that band......
...or any lyrics (and drum parts) from any Tower of Power songs.....
FAB
Jul 17, 2012, 5:35 am
#173
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,616
I've experienced both UA and CO hubs before and after the merger. IAH and ORD. The two operations are like night and day. While the UA fanboys on here will disagree, the UA ops in ORD is a nightmare with cancellations and planes going mech and poor pax service a daily occurence. Not even close. You better pray that Smisek and the CO team can turn this thing around, if he succeeds, he earns my nomination for Time's MOY.
Jul 17, 2012, 6:02 am
#174
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
And a few years before that things were terrible. It runs in cycles. As for ORD irrops... the process has always been difficult for non-elites, which elites often fail to realize.
Jul 17, 2012, 6:14 am
#175
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
I've experienced both UA and CO hubs before and after the merger. IAH and ORD. The two operations are like night and day. While the UA fanboys on here will disagree, the UA ops in ORD is a nightmare with cancellations and planes going mech and poor pax service a daily occurence. Not even close. You better pray that Smisek and the CO team can turn this thing around, if he succeeds, he earns my nomination for Time's MOY.
Jul 17, 2012, 6:33 am
#176
Join Date: May 2011
Posts: 5,814
Maybe it the SHARES issue is at play here? At one hub, operations is as usual, the other hub is still learning the computer system hence portraying terrible CS (and generally terrible IRROPS) to the poster?
Jul 17, 2012, 6:39 am
#177
Join Date: Sep 2011
Location: ORD
Programs: UA 1K, Hyatt CC
Posts: 14
Ack!
I knew reading this thread would be bad luck...I awoke to the robot canceling UA795 to PDX today 
Luckily, the lovely Pam at the call center got me on an AA flight arriving today instead of the 1030pm via SFO getting in tomorrow in the late AM
Luckily, the lovely Pam at the call center got me on an AA flight arriving today instead of the 1030pm via SFO getting in tomorrow in the late AM
Jul 17, 2012, 7:10 am
#178
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
Jul 17, 2012, 7:38 am
#179
Join Date: Jul 2011
Location: Our Nation's Capital
Programs: UA 1K, Marriott BonVoy LT Titanium Elite, National Executive Elite
Posts: 832
ualp/freshairborne/aluminumdriver,
Thanks for the clarification.
Everyone is just upset right now. I would just recommend communicating to agents a bit better -- many are very angry with the pilot group at this time. If they knew why a flight has been cx'd, perhaps they would be more understanding and not just blame you guys and gals in the cockpit.
Thanks for the clarification.
Everyone is just upset right now. I would just recommend communicating to agents a bit better -- many are very angry with the pilot group at this time. If they knew why a flight has been cx'd, perhaps they would be more understanding and not just blame you guys and gals in the cockpit.
Jul 17, 2012, 7:44 am
#180
Join Date: Jan 2008
Posts: 3,123
ualp/freshairborne/aluminumdriver,
Thanks for the clarification.
Everyone is just upset right now. I would just recommend communicating to agents a bit better -- many are very angry with the pilot group at this time. If they knew why a flight has been cx'd, perhaps they would be more understanding and not just blame you guys and gals in the cockpit.
Thanks for the clarification.
Everyone is just upset right now. I would just recommend communicating to agents a bit better -- many are very angry with the pilot group at this time. If they knew why a flight has been cx'd, perhaps they would be more understanding and not just blame you guys and gals in the cockpit.
AD