So how does UA win back the flying public? (Beyond the obvious)
#136
Join Date: Jan 2014
Location: LCY
Programs: Mucci des Ancients Matelots
Posts: 769
I'm frankly amazed at the number of people victim blaming here. Even if the guy was wrong and even if he 'broke the law' (which I doubt) there are a lot of people here who seem to think it's ok to beat up an old man in public.
Is this what America has become? Maybe it's always been like this but there are more cameras around now.
Is this what America has become? Maybe it's always been like this but there are more cameras around now.
#137
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
What is more -- at United in particular the welfare and comfort of employees is consistently more important than that of customers. The principal business of United Airlines is the safe and comfortable transport of the employees of United Airlines.
#138
Join Date: Jun 2004
Location: Washington, D.C.
Posts: 282
Agreed Oscar Munoz needs to be fired asap. We all know United had the right to bump the passengers. Given that though the way they handled a situation THEY created is reprehensible! Further to have the CEO come out with such disdain for the customer is ridiculous. Note airlines and their employees if you didn't have customers you would not have a airline.
#139
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,232
I still like the term of self-loading cargo. When flying in UAL 'Economy Minus' I totally understand that.
#141
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,232
#142
Join Date: Sep 2015
Posts: 17
Yup, and that is the message that is the take away from everything that happened. Only in the airline industry is that allowed.
#143
Join Date: May 2016
Location: ATL
Programs: DL GM, Marriott Titanium
Posts: 1,241
I can't deny that I love reading the responses from people who defend UA on this.
After all, this site is filled with people who whine about
-not getting a PDB
-not getting an upgrade
-sitting next to an animal
-not getting their first choice meal
-having a rude GA/FA
-being treated rudely by a lounge attendant
-having to deal with people standing in their way while boarding
-yada yada yada
All of those things are catastrophes.
Being physically dragged out of a seat? UA was right. As long as it wasn't me, UA did the right thing.
After all, this site is filled with people who whine about
-not getting a PDB
-not getting an upgrade
-sitting next to an animal
-not getting their first choice meal
-having a rude GA/FA
-being treated rudely by a lounge attendant
-having to deal with people standing in their way while boarding
-yada yada yada
All of those things are catastrophes.
Being physically dragged out of a seat? UA was right. As long as it wasn't me, UA did the right thing.
More on topic, those who think United will brush this off - maybe this event, yes, eventually - though incidents like these add up in the mind of the public, and narratives about airlines can stick. (Look at Spirit for instance - lots of non FF seem willing to avoid them, even if they're the cheapest option. Not to equate Spirit and UA, but it's evidence that people under some circumstances won't always go for the lowest price)
#144
Join Date: Dec 2004
Location: SFO
Programs: UA 1K
Posts: 286
There are times where a person or company may contractually or legally allowed to do something, but it is not the decent thing to do.
Want to win people back? Show commitment that the company will do the decent thing when those situations come up. Empower the front line and require the same of its partners. Start with a statement that you do understand decency, have a commitment to it, and make meaningful rule and procedure changes. Explain a vision for how the situation should have gone.
I have a distaste over the apparent stopping of finding solutions when the cost hit what the IDB cost was, and the lack of reported honest explanation to the customers. Explain that it is crew need and not an overbook, make sure it is a genuine immediate need, say according to IDB rules instead of random. But it should never have gotten there.
Short of that, people are seeing you for what you are, a company that tolerates rather than values its customers. It's tough to win back people by trying to convince them you aren't something you are.
Want to win people back? Show commitment that the company will do the decent thing when those situations come up. Empower the front line and require the same of its partners. Start with a statement that you do understand decency, have a commitment to it, and make meaningful rule and procedure changes. Explain a vision for how the situation should have gone.
I have a distaste over the apparent stopping of finding solutions when the cost hit what the IDB cost was, and the lack of reported honest explanation to the customers. Explain that it is crew need and not an overbook, make sure it is a genuine immediate need, say according to IDB rules instead of random. But it should never have gotten there.
Short of that, people are seeing you for what you are, a company that tolerates rather than values its customers. It's tough to win back people by trying to convince them you aren't something you are.
#145
A FlyerTalk Posting Legend
Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 41,700
I really really hope UA's takeaway from this is not that FAs need to be more vigilant about preventing pax from taking videos of situations like this.
#146
Join Date: Dec 2016
Programs: AAdvantage, Skymiles
Posts: 156
And quite honestly it's in the airline's best interest to keep it that way. The existing laws are a pretty good deal for the airline, and as always if you're the beneficiary of a good deal it's in your best interest to do whatever you can to not to call attention to it. United called attention to it.
#148
Join Date: Sep 2010
Location: KROC
Programs: UA1K, Marriott Gold, Avis First
Posts: 2
Welp, Oscar just released an apology ...
https://hub.united.com/united-expres...355968629.html
Dear Team,
The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
I want you to know that we take full responsibility and we will work to make it right.
It's never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what's broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We'll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
It will be interesting to see the reaction to this. IMHO, way too late of a response to have the intended impact he is likely hoping for.
https://hub.united.com/united-expres...355968629.html
Dear Team,
The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way.
I want you to know that we take full responsibility and we will work to make it right.
It's never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what's broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We'll communicate the results of our review by April 30th.
I promise you we will do better.
Sincerely,
Oscar
It will be interesting to see the reaction to this. IMHO, way too late of a response to have the intended impact he is likely hoping for.
#149
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,309
You underestimate how quickly people throw their beliefs away when there is a financial incentive presented to them.
#150
Join Date: May 2012
Location: HNL
Programs: AA PP 1.8MM, PC Spire, Hertz 5*, Hyatt Globalist
Posts: 1,030
I have several friends in Asia posting on Facebook with news reports from Asian news agencies and they have been roasting UA. They show more of the event than what I have seen on US cable/tv news media.