blueman2

Yes, still happened on my last ex-LHR flight.

totorn

Things have improved since 3/3. However, there is still work ahead and I personally do not think that 90% of the problems are fixed (as reported in some other thread). See my stats below since May 15th.

• IRROPS: the number of cancelation delays on the routes I fly is incredibly high compared to previous years with pmUA. By far my biggest concern as I depend on planes being on time for tight meeting schedules and short layovers. Not sure if it is a statistical anomaly or not.
• GS Service: Very uneven: sometimes exceptional, sometimes non-existent. If the high IRROPS count is here to stay, the key advantage of GS for me is to know that there will be someone outside the plane waiting with a new boarding pass. Or not! but predictability is key: if I know I’m not going to get help, I will adjust and figure something out, but expecting help and not getting it can be frustrating.
• Phones: Yes, GS agents now pick up the phones within seconds, but the duration of the calls is still painfully long (why do they have to talk to someone else so often to get anything done these days?).
• Upgrades: there are many instances on INTL flights where RN or ON opens up to >0 and I haven’t cleared the waitlist (It gets fixed with a phone call, but requires monitoring and opens the door to anyone "jumping the line" with a phone call). Also one case where I “dropped off” the list for unknown reasons 8 weeks ago.
• Seat assignments: This still feels like musical chairs: you don’t know for sure where you are going to sit until the music stops. It is not because I fly alone that I want to be reseated to the middle seat on the INTL 10hr flight, even in C
• Recrediting certs: I often use RPU/GPU for my relatives or travel companions. When they don’t clear, having to call and be put on hold to get the cert recredited is mightlily annoying. Can’t this be automated by now?
• Onboard Attention: I personally don’t care for it: I would rather not be greeted by the purser in front of everyone else, not being asked out of turn for my meal choice. I am all for service, but I would rather the cycles/people be put in working behind the scene in prioritizing meals, working out rerouting for IRROPS.
• Upgrade success: no complains here: when I have to buy Y, my % upgrade is back to >80-90%
  

Basically, not enough to threaten to go check out greener pastures, just sad to see less value in UA and GS for me. Hopefully the feedback to UA will get them to fix things quickly.

unvoluntary reseating (intl flights) 4/8
IRROPS (intl flights) 2/8
IRROPS (domestic flights) 2/7
Proactive GS help during IRROPS 2/4
upgrade skips/drops 3/10
unbelievable mess at the gate for FRA-SFO flights 100%

Anybody else sees similar patterns?
Fly happy!

guyin4B

I agree with totorn that things have improved since 3/3. I have been in and out of most UA hubs since the merger for mostly business travel. Over time, it feels like GS recognition at check-in, boarding, connections, etc. has improved a lot.

• GS Services at Terminals: Improving uniformity at hubs, non-existent elsewhere. Former CO hubs have instituted GS check-ins and support services even though UA HQ hasn't ordered them yet. Check-in agents at GS counters have been great. In March, boarding agents only recognize GS for first boarding about 20% of the time, now improved to about 60%. Only needed a connection escort twice and GS was on the spot like clockwork. Got escorted to the head of the security line unexpectedly once.

• GS Telephone Support: GS agents answer the telephone almost always within seconds. Regardless of location, HON, SLC, or DTW have all been knowledgeable and helpful. So far, no flight complication they couldn't handle.

• Upgrades: International flights are hit and miss due to full airplanes, but domestic upgrades are routine, especially with B and Y fares.

• In-Flight Services: The service of the flight crews in all 30 flights since March has become more uniform and I can't tell any longer which flight attendants came from UA or CO. The service has been routinely great. Flight attendants seem more happy and friendly than before. I don't like being singled out for attention, but I do like spending some time up front chatting with the flight crew. It's amazing what you can learn.

•IRROPS: Delay due to maintenance problems seems to be a recurring problem for everyone. UA is flying older A319's and 320's into CO hubs that are only accustomed to mostly newer 737's, but no Airbus maintenance facility and few parts there. Likewise, some of the older 767's used in international flights are showing some age.

This is my second year as GS and I really appreciate the good service. Flying a lot on business is stressful for us all. I have been elite on Delta and AA and still fly them occasionally domestically. But there is no greener pasture there. International flying is a different ballgame.

Safe travels.