Apr 11, 2017, 7:59 pm
Last edit by: CodeAdam10
Poll link: https://www.surveymonkey.com/r/KP68GYG
Results link: https://www.surveymonkey.com/results/SM-KPKQ6B2B/instant/
Results link: https://www.surveymonkey.com/results/SM-KPKQ6B2B/instant/
Poll: Opinion of United post-incident.
Apr 12, 2017, 11:29 am
#151
Join Date: Dec 2007
Location: Virginia City Highlands
Programs: Nothing anymore after 20 years
Posts: 6,900
After taking look at number of replies, it is clear demonstration that Stanford Prison Experiment and Milgram Experiment are valid and even in 2017 people would agree to any atrocities if it fits their self-interest.
Just saying.
Just saying.
Last edited by invisible; Apr 12, 2017 at 12:28 pm
Apr 12, 2017, 11:29 am
#152
FlyerTalk Evangelist
Join Date: Sep 2007
Location: SJC, SFO, YYC
Programs: AA-EXP, AA-0.41MM, UA-Gold, Ex UA-1K (2006 thru 2015), PMUA-0.95MM, COUA-1.5MM-lite, AF-Silver
Posts: 13,437
Apr 12, 2017, 12:23 pm
#153
A FlyerTalk Posting Legend
Join Date: Sep 2006
Location: where the chile is hot
Programs: AA,RR,NW,Delta ,UA,CO
Posts: 41,668
Before: 7
After: 3
Oscar's first and second messages convinced me that UA is an airline to avoid in the near-term. He may have inherited a corporate culture that doesn't value the customer, but it's clear from his first two responses that he shares that culture. I have no confidence that he will attempt to turn things around. I think he's more likely to encourage his flight crews to crack down on pax who film. With no video footage, the world would only have heard UA's version of events, backed by a dirt-digging campaign against the pax.
After: 3
Oscar's first and second messages convinced me that UA is an airline to avoid in the near-term. He may have inherited a corporate culture that doesn't value the customer, but it's clear from his first two responses that he shares that culture. I have no confidence that he will attempt to turn things around. I think he's more likely to encourage his flight crews to crack down on pax who film. With no video footage, the world would only have heard UA's version of events, backed by a dirt-digging campaign against the pax.
Apr 12, 2017, 3:00 pm
#155
Join Date: Nov 2016
Location: SFO
Programs: Hilton Diamond, Marriott Gold, IHG Plat
Posts: 756
Before Polaris: 7
After Polaris: 8
Now: 5
I've never really had any major issue with UA, or other major carrier likes AA and DL. Delays are par for the course, and customer service is as good as we had come to expect from them (inconsistent, but reasonable).
Recent Polaris changes were a step in the right direction to modernize the airline and improve the service levels, but all that goodwill is gone with these scandals. If anything, there's a cognitive bias towards giving a low rating simply to force UA's marketing team to reform their policies even deeper. Hopefully, other airlines are taking note as well and using this as a case study.
After Polaris: 8
Now: 5
I've never really had any major issue with UA, or other major carrier likes AA and DL. Delays are par for the course, and customer service is as good as we had come to expect from them (inconsistent, but reasonable).
Recent Polaris changes were a step in the right direction to modernize the airline and improve the service levels, but all that goodwill is gone with these scandals. If anything, there's a cognitive bias towards giving a low rating simply to force UA's marketing team to reform their policies even deeper. Hopefully, other airlines are taking note as well and using this as a case study.
Apr 12, 2017, 4:02 pm
#158
Join Date: Nov 2011
Location: MCO
Programs: Hilton Diamond, AA PP
Posts: 541
Before--1 (Haven't flown them since three unresolved serious customer service issues 28 years ago)
After--0 Can I go lower?
Oscar's blame the victim mentality in his first two Tweets tells me the top down "Customers Last" mentality hasn't changed in all these years.
After--0 Can I go lower?
Oscar's blame the victim mentality in his first two Tweets tells me the top down "Customers Last" mentality hasn't changed in all these years.
Apr 12, 2017, 4:10 pm
#160
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,621
Before: 3
Now: 1
I hated United under Smisek and really was hopeful that Munoz would turn the ship around. BUT now it's obvious -- staff could give a rat's rectum about the paying passengers, and it's from the top-down. The only reason Munoz did his 2017 Media Apology Tour is that he received a letter from a few Congresscritters and probably a few angry investors.
Our corporate travel agent isn't a fan of United and we've not been on United flights in years. It appears that policy will remain for a few more years.
Now: 1
I hated United under Smisek and really was hopeful that Munoz would turn the ship around. BUT now it's obvious -- staff could give a rat's rectum about the paying passengers, and it's from the top-down. The only reason Munoz did his 2017 Media Apology Tour is that he received a letter from a few Congresscritters and probably a few angry investors.
Our corporate travel agent isn't a fan of United and we've not been on United flights in years. It appears that policy will remain for a few more years.
Apr 12, 2017, 4:52 pm
#164
Join Date: Feb 2016
Posts: 12
1 and 1 Experienced a similar problem where I and a colleague were down graded for economy from business going to Hong Kong to make space for 2 United employees Nothing the pilot could do. I am now a 2 million Miler on aa and have flown 450, 000 miles on Lufthansa. I hope other will vote with their feet. I did with no regrets and getting better service from employees who are empowered to make decisions on the spot. A UAL can lose their job for thinking it's just not in UAL/Continental algorithm. Former MM traveler