Originally Posted by Catbert10

True...a box typically has a guaranteed delivery date.

Originally Posted by grandpiper

I can certainly second this opinion. I spent many years as a customer of the railroad industry. If you think the airlines have little competition then you are in for a treat in the rail business as there was (is) typically zero competition if you wanted to ship by rail.

Nevertheless, CSX was by far the most customer-friendly and operationally efficient railroad I dealt with, and this was not because they were the best of an otherwise sorry lot (at the time) but because they were really good and they would have stood out in any industry. They really did make their trains run on time.

Originally Posted by FlyWorld

That observation should in fact set expectations. United isn't going to change strategy and try to complete with Emirates now. Passengers will, in fact, be treated like cattle and other livestock. The only thing we can reasonably hope for is that the lying will stop, the cheating will stop, and they will start delivering on their promises. Execution. This is the only hope that I have for Munoz. United will likely continue to be my airline of last choice, unless they actually restore the value proposition for seeking status, but if I can count on them to do what they promise to do, and I feel safe flying with them, then I'll fly with them when they are the best choice.



Sadly, we have already heard from Oscar. He wrote a letter to employees that was published online. In that letter, he said he will spend his first 90 days meeting with employees to figure out what he should do next. The fact that he has no idea what to do next, despite being on the board for so long, is telling.

To start with, he needs to fix operations, and get the bloody airline working reliably. One need not be a rocket scientist to figure that out that operational competence is the most important priority.

I think the culture of customer hatred will naturally start to abate if he sets a pro-customer tone from the top. United's employees, for the most part, never wanted to push away their customers, they were ordered to do so from the top under threat of firing.

Then, we may be left with a reliable livestock transporting logistics organization, and sadly, I think that's the best we can hope for in the future. United will always suck and will probably always be a second or third rate airline because I think Jeff's destruction is irreversible at this point, but if they can get operations right, then people will fly them, because at the end of the day, what we need most is to get to our destinations, safely, and on time. Fixing horrible capital decisions that Jeff made will probably take a decade And, Mileage Plus isn't coming back. I just don't see that.

Looking at Oscar's background, it does seem he might be able to at least do that. I hope his first 90 days are focused on how to achieve operational competence.



I think the level of disdain the $mi$ek had for customers is symptomatic of his arrogance, narcissism, and general hatred for other human beings.

The fact that Oscar comes from a more humble operational background gives me hope that he will have more respect for both employees and customers and other stakeholders.

Originally Posted by entropy

United is hardly a lost cause, it has the bones of being able to do great things, most of United's problems are attitudinal in nature.

1) Stop acting like you're at war with your customers
2) Reset relations with the Unions, and unify the CO and UA sides
3) Make Ops Reliable, and empower agents to do everything within reason to accommodate disserviced passengers.
4) Fix Onboard service so people aren't starving in F.
5) Rebrand the RCC's from something less bland than "Club", accelerate the physical refresh, add more real estate at hubs that need it, and make the F&B more worthy of paying customers. (Go visit the Amex Centurion lounges to see what you should strive towards.)
6) Fly on your competitors and partners. If you want to eliminate F, you better see how far behind C is, and bring it up to snuff.

Originally Posted by FlyWorld

Continental is still in control and that isn't going to change...

What might change is the lying and cheating and narcissism.

Originally Posted by minnyfly

Unfortunately Jeff will probably never get the credit he will deserve if UA continues the upward track its on... Munoz has a chance to reap the rewards of the previous leadership--not an uncommon thing with large corporations.

Originally Posted by Colo1K

I am grateful to Jeff Smisek - not!

He released this former longtime !K from the shackles that bound me to my beloved classic UAL...

Originally Posted by dulcamara

Am I the only one who read the new guys first name and thought of Oscar Z Acosta?

Originally Posted by mp2

I had a very interesting experience yesterday. My flight was supposed to depart at 5:20 Eastern. At around 5:10, I hear loud cheering in the FA Galley, and all FAs started dancing with joy and hugging everyone. Loud noises, laughing and overall a very cheerful mode. It was unusual. That made me check the news and I saw that Smisek had resigned.

I spoke to a couple of FAs on the flight, and they were excited and thrilled with the prospects of a new CEO coming in and Smisek going out

Originally Posted by entropy

United is hardly a lost cause, it has the bones of being able to do great things, most of United's problems are attitudinal in nature.
6) Fly on your competitors and partners. If you want to eliminate F, you better see how far behind C is, and bring it up to snuff.

Originally Posted by zebranz

Yes, but looks like no more tickets for SMI/J

Originally Posted by chitownflyer

Jeff got $mi$eked. Now this is a change United flyers will like.