Major United Policy Changes Announced
Apr 26, 2017, 11:03 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Feb 2007
Location: Los Angeles / Basel
Programs: UA 1K MM, AA EXP, Hyatt Globalist
Posts: 26,910
Major United Policy Changes Announced
Oscar promised a comprehensive review of customer service at UA and the report is now out. Effective immediately (or in the near future) United will--
I have some additional details and follow-up questions from UA on my blog (disclaimer).
The devil will always be in the details, but this is great news! At least a step in the right direction...
- Limit use of law enforcement to safety and security issues only.
- Not require customers seated on the plane to give up their seat involuntarily unless safety or security is at risk.
- Increase customer compensation incentives for voluntary denied boarding up to $10,000.
- Establish a customer solutions team to provide agents with creative solutions such as using nearby
- airports, other airlines or ground transportations to get customers to their final destination.
- Ensure crews are booked onto a flight at least 60 minutes prior to departure.
- Provide employees with additional annual training.
- Create an automated system for soliciting volunteers to change travel plans.
- Reduce the amount of overbooking.
- Empower employees to resolve customer service issues in the moment.
- Eliminate the red tape on permanently lost bags by adopting a “no questions asked” policy on lost luggage.
I have some additional details and follow-up questions from UA on my blog (disclaimer).
The devil will always be in the details, but this is great news! At least a step in the right direction...
Apr 26, 2017, 11:07 pm
#2
Company Representative, United Airlines
Join Date: May 2006
Location: Chicago, Houston, or somewhere in between
Posts: 2,176
Starting Today, We're Changing
We let policies get ahead of our values. Learn more about our commitments: uafly.co/changes.
-UA Insider
-UA Insider
Apr 26, 2017, 11:26 pm
#6
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
I think i'm most excited by this:
Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
Having the ability in the Washington NCR to move airports from BWI/IAD/DCA when things get bad or fly into an alternative and uber is a huge step up.
Establish a customer solutions team to provide agents with creative solutions such as using nearby airports, other airlines or ground transportations to get customers to their final destination.
Having the ability in the Washington NCR to move airports from BWI/IAD/DCA when things get bad or fly into an alternative and uber is a huge step up.
Apr 26, 2017, 11:30 pm
#7
Join Date: Oct 2016
Location: LIT
Programs: Blinged Out
Posts: 715
It sounds promising. As a former UA Platinum, I swore them off years ago.
That being said, time will tell if this is real or just lip service. I do wish Munoz the best. He does seem like a nice guy who really is trying to be a transformative figure.
That being said, time will tell if this is real or just lip service. I do wish Munoz the best. He does seem like a nice guy who really is trying to be a transformative figure.
Apr 26, 2017, 11:31 pm
#8
Join Date: Apr 2011
Programs: WN, AA, UA, DL
Posts: 1,313
Mixed bag. Overall negative to me. Too much caving in and creating more gray areas (what is and isn't a safety/security issue?).
A couple things I like (more re-booking options), and a few I don't (60 minute rule, reducing overbooking, law enforcement limit, empowering customers in their seat).
A couple things I like (more re-booking options), and a few I don't (60 minute rule, reducing overbooking, law enforcement limit, empowering customers in their seat).
Apr 26, 2017, 11:44 pm
#10
Join Date: Jan 2009
Posts: 599
Well they can't obviously say that they will never remove a passenger; someone that's obviously a danger to the crew and fellow passengers (drunk and is moving about cabin when shouldn't be, actual physical assault, etc.) should be ejected from the plane. Maybe they can clarify a little bit though.
Apr 26, 2017, 11:51 pm
#11
Join Date: Nov 2014
Posts: 163
Not to reignite too much but...
Mixed bag. Overall negative to me. Too much caving in and creating more gray areas (what is and isn't a safety/security issue?).
A couple things I like (more re-booking options), and a few I don't (60 minute rule, reducing overbooking, law enforcement limit, empowering customers in their seat).
A couple things I like (more re-booking options), and a few I don't (60 minute rule, reducing overbooking, law enforcement limit, empowering customers in their seat).
I can see why reduced overbooking and crew movement may be bad for elites, but a paying customer deserves to be treated to the service they purchased if nothing else.
Apr 26, 2017, 11:52 pm
#12
Join Date: Aug 2013
Location: LAS HNL
Programs: DL DM, 5.7 MM, UA 3.1 MM, MARRIOTT PLATINUM, AVIS FIRST, Amex Black Card
Posts: 4,479
So UA copied DL again. This time a week late. UA should have been the first carrier to make this announcement. It was DL. I guess, better late than never.
Apr 26, 2017, 11:52 pm
#13
Join Date: Apr 2017
Posts: 32
So where's the admission that they never had the right to remove a passenger from the plane for reasons not covered by those in "Refusal of Transport" section of the Contract of Carriage? "Denial of Boarding" is not the same as "Refusal of Transport" - That is why they are covered by separate sections of the contract (the contract United wrote).
Apr 27, 2017, 12:02 am
#14
Join Date: Nov 2014
Posts: 163
So where's the admission that they never had the right to remove a passenger from the plane for reasons not covered by those in "Refusal of Transport" section of the Contract of Carriage? "Denial of Boarding" is not the same as "Refusal of Transport" - That is why they are covered by separate sections of the contract (the contract United wrote).
