Major United Policy Changes Announced
Apr 28, 2017, 3:10 pm
#196
Join Date: Apr 2006
Location: LIS/ATL/other
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Having a separate "customer solutions team" allows other front line employees to remain focused on doing other aspects of their job. Gate agents are already under a lot of pressure and taking more time to find options for VDB (or IDB) passengers could result in departure delays. If you bring in another team, the GA can still focus on getting the flight out without a compromise on the amount of attention provided to the other passenger.
Apr 28, 2017, 3:14 pm
#197
Join Date: May 2013
Posts: 3,361
I don't think so. I would not accept compensation until I knew what the alternative flight was. Okay, if the compensation is $10,000 perhaps I would, but for the normal levels of VDB compensation I want to know whether I get out in 2 hours or 4 days. So I still need the answer, from the GA or the "customer solutions team", before I accept the VDB. And the GA can't close the flight until all the volunteers have confirmed they will VDB (or they get IDB'ed).
Apr 28, 2017, 4:03 pm
#199
Join Date: Apr 2006
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If the GA is empowered, and can optionally consult the "customer solutions team" to help expedite things, great.
If the GA is not empowered to put on other airlines, buy ground transportation, or route to other airports, and MUST get approval of the "customer solutions team", then the customer solutions team will at best slow things down, and become a terrible bottleneck during the next major irrops event.
Last edited by CaptainMiles; Apr 28, 2017 at 4:28 pm
Apr 29, 2017, 7:45 am
#200
Join Date: Nov 2008
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I would say he shouldn't be applauded. His initial plan was to say it was the passenger's fault. Then several weeks later implement sensible plans that another airline implemented at least a week earlier. And while these address this single problem, the core problem of insufficient focus on customer service/satisfaction is not fully addressed. Thought this blog are references to joking discussing the "flyer friendly" nature of the airline. A true leader will look for root causes and address them. I think this is a step in the right direction but is neither leading edge nor is it broad enough to adddess broader issues.