Letters to Oscar
Sep 9, 2015, 6:17 am
#46
Join Date: Oct 2008
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Posts: 456
Sep 9, 2015, 6:18 am
#47
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
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So is everyone up-thread actually sending these to Mr. Munoz? I sincerely doubt he reads FT. I assume his email is: [email protected]
Best strategy? Be BRIEF. Be HIGH-LEVEL and STRATEGIC. Be RESPECTFUL.
Best strategy? Be BRIEF. Be HIGH-LEVEL and STRATEGIC. Be RESPECTFUL.
Sep 9, 2015, 7:12 am
#49
Join Date: Aug 2011
Location: Boston MA
Programs: UA 1K/1.5 million miler, SU Gold, JL Sapphire
Posts: 529
Dear Oscar:
I am just going to ask for one thing for starters: have your marketing department stop lying to customers. When you cut, you cut, and you don't explain this as an "enhancement" somehow.
Like:
1- On TPAC flights, saying United offers a three course entry when all you did is to move the mid-flight ice cream to the beginning of the flight, introduce fermented grape juice when you cut a tad more decent wine one year before, and replace the mid-flight snack with a cracker and a piece of processed cheese. This is called a cut, not an enhancement, and it insults our intelligence when it gets called otherwise.
2- On miles redeem, when you ask for more miles, you ask for more miles. It is not an improvement for customers, just for United.
3- The whole shenanigan for restaurants in EWR. I wish the feds would investigate that one too in the hope of finding blatant corruption. That "change we will like" means less service, less choice, less value but a much steeper tab.
Start by calling a cut a cut.
But if you really want to improve things, then stop cutting and start competing on value. Start thinking that if you improve service, take care of your frequent flyers and high-value flyers, do the things some of your competitors did, you will be able to thrive because you will get more predictable, higher revenues. Instead of trying to emulate Spirit for international travel.
I am just going to ask for one thing for starters: have your marketing department stop lying to customers. When you cut, you cut, and you don't explain this as an "enhancement" somehow.
Like:
1- On TPAC flights, saying United offers a three course entry when all you did is to move the mid-flight ice cream to the beginning of the flight, introduce fermented grape juice when you cut a tad more decent wine one year before, and replace the mid-flight snack with a cracker and a piece of processed cheese. This is called a cut, not an enhancement, and it insults our intelligence when it gets called otherwise.
2- On miles redeem, when you ask for more miles, you ask for more miles. It is not an improvement for customers, just for United.
3- The whole shenanigan for restaurants in EWR. I wish the feds would investigate that one too in the hope of finding blatant corruption. That "change we will like" means less service, less choice, less value but a much steeper tab.
Start by calling a cut a cut.
But if you really want to improve things, then stop cutting and start competing on value. Start thinking that if you improve service, take care of your frequent flyers and high-value flyers, do the things some of your competitors did, you will be able to thrive because you will get more predictable, higher revenues. Instead of trying to emulate Spirit for international travel.
Sep 9, 2015, 8:35 am
#50
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Join Date: Jun 2005
Posts: 57,613
Sep 9, 2015, 9:07 am
#51
Join Date: Dec 2001
Location: Washington, DC, USA
Programs: UA-1Kmm, AA-EX Plt mm-, Hilton Diamond,
Posts: 1,093
Dear Oscar,
1) Empower employees to make customers feel welcome again instead of like they are the enemy.
2) Make the GPU useful on any paid fare. Never again will I pay more for a lottery ticket on an airline. It just makes me angry at United every time. Looking at the unused balance of GPU's in my account reminds me why I don't want to willingly fly more on UA.
3) Refine the zone boarding and get rid of those silly lines that cause boarding line panic 1 hour before boarding even starts. Your customers deserve the ability to remain comfortably seated or enjoy the lounge we pay for for just a bit longer.
1) Empower employees to make customers feel welcome again instead of like they are the enemy.
2) Make the GPU useful on any paid fare. Never again will I pay more for a lottery ticket on an airline. It just makes me angry at United every time. Looking at the unused balance of GPU's in my account reminds me why I don't want to willingly fly more on UA.
3) Refine the zone boarding and get rid of those silly lines that cause boarding line panic 1 hour before boarding even starts. Your customers deserve the ability to remain comfortably seated or enjoy the lounge we pay for for just a bit longer.
Sep 9, 2015, 9:56 am
#53
Join Date: Jul 2013
Location: Kaiserslautern
Programs: UA G 1.9MM, HH Diamond, Global Entry
Posts: 439
Can we get limes back?
Sep 9, 2015, 10:20 am
#54
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Join Date: Sep 2002
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While the letters are a nice touch, keep in mind Oscar represents a singular personification of the board of directors as a board insider (and was likely chosen for that reason) and lacks relevant experience to lead an airline. Aside from his tenure hopefully being temporary in favor of a more qualified candidate, remember it was the board that endorsed if not encouraged Smisek's strategic plan - so I expect absolutely nothing to change, and certainly not for the better.
Sep 9, 2015, 12:29 pm
#60
Senior Moderator; Moderator, Eco-Conscious Travel, United and Flyertalk Cares
Join Date: Jun 1999
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Moderator note: This thread asks for people to share what they would ask the new CEO to do. It's not a thread to debate whether you feel they are right or wrong. There are plenty of other threads for those specific topics.
l'etoile
UA moderator
l'etoile
UA moderator