SeaProf

I am also non-UA *G, based near SEA. I have already started booking alternatives to UA when traveling domestically in the USA, with Alaska receiving my money. Ironically, it was UA that introduced me to AS when, on multiple occasions, UA had to place me on AS flights due to my UA flights being seriously delayed or canceled. It was then I realized how much better other domestic airlines are.

I've recently been sent surveys from *A (focusing on an UA flight) and NZ (part of which asked about my connecting UA flight); in both cases I expressed my extreme displeasure with UA.

I can only hope that, given the departure of US Airways from *A and the abyss UA is falling into, the *A network will find an additional US airline to join its network, preferably Alaska. (I can dream, can't I?)

Duke787

Yeah of all the things in the article, that actually stuck out to me the most - and that alone tells me plenty about the dysfunction at UA on the corporate side

cerealmarketer

Reading the comments below the article, most of them are from ex-CO flyers who are upset.

Not a lot of comments about the frequent flyer program. Most are about the operation.

What they want is a reliable airline. And that hasn't happened.

BearX220

Maybe McKinsey will work on optimizing pmCO while BCG works on pmUA.

SFO777

Proof that Jeff and his gang have absolutely no idea how to fix their self-inflicted problems.

channa

And neither firm is based in Houston. No buddy-buddy here. Smisek is done.


If the Alliance is digging up dirt on United, this is not good. They may pressure them to improve service, mandate service minimums, or who look for another entrant.

Luvs2snowbordbut1kSEA

Four years later this marvel (SMI) has successfully angered a lot of customers (from both former airlines) and most employees. Now he is going to spend millions on consultants to tell him what he did wrong, but I doubt his arrogance will allow much self reflection. It is impossible to undo his flawed strategy... things need to basically start over and deal with the incompetence he left behind.

IMHO his major flaws were seen early on in this merger and it was all about how he saw the merger.

1. He failed to integrate the 2 unique brands. He thought that bringing most of pmCO to everyone under the UNITED name would make everyone happy. In reality it made very few people happy.
2. He failed to UNITE the 2 employee bases. This failure is worse than the branding blunder. At the end of the day the front line employee delivers the customer experience. Unhappy employees, reflect their disengagement to their customers.
3. He failed to surround himself with independent thinkers. Another spectacular blunder. Leaders who only surround themselves with "Yes" men are doomed because they prefer to hear a chorus of praise, rather than reasoned thought and analysis.
4. He failed to win over his customers. For all of the reasons above, and his inability to change course alienated many customers. See item #3 above- JS also prefers customers who kiss his a** as well.


Time will only tell, but he may have done too much damage to repair.

787fan

The author is obviously a lifetime AA/DL devotee who is using his position to publicly bash UA without repercussion of libel or slander since he's "analyzing".

Just like every other wall street analyst - using the most quarter to project out the next 5 years in order to fit their own narrative and pre-arrived conclusion.

olouie

Hides the reality of the situation.

1) More planes have wifi than before? Yes, its easy to go from a small number to a larger number. The problem is expectations and marketing. United clearly sells taking out IFE on Airbus domestics as a positive since you will have wifi and future streaming video. Reality? Wifi stickers are all over the place, the emails all say plane is ready for wifi, status page says all planes have it but.... it almost never works. Never even turned on for most planes.

2) New clubs and remodels? Yes, but quality of food and beverages is same or worse than before. Maybe this will improve as they cut the number of ppl who have access, but seems like not going to happen soon. United is more interested in minting new credit card holders vs. taking care of their frequent flyers.

wpr8e

Oh great. Another Monday morning article that doesn't state anything new to start another week of UA bashing with the same regurgitated arguments and frothing at the mouth from employees presenting themselves as customers.

cesco.g

Here's a non-subscription link:

http://www.thestreet.com/story/12737...ven=TSMKTWATCH

I think this is somewhat different from the the original WSJ article. It is a piece by Herb Greenberg, who refers to and comments on the original article, as well as his own UA travel experience.

JetAway

Interesting that the title to the article was changed overnight to "United Continental: One Sick Bird."

SeaProf

It is my guess this is also how Jeff Smisek probably reacts to the negative publicity - blame and discredit.

mduell

They burn more gas per passenger mile than turboprops or larger jets; this is true for every jet.

The speed difference to a narrowbody is trivial.

channa

The Q400's are slower, though. While the article mentions regional jets making it technically not applicable, UA has more slow, unreliable turboprops than most.