Enhanced customer service commitment including free DirecTV on all DTV A/C.
Jan 30, 2019, 12:50 pm
#31
Join Date: Sep 2002
Location: Heading to Costco for more popcorn...
Programs: UA 1K 2MM Flier, SPG Plt, Hilton Dia
Posts: 8,461
Don't need free DirectTV, just fix the Internet access please and that will be a "change I like". At least 50% of my flights now can't connect to the internet and that is what I want. The PDE almost always works and I can get on the United app to see the flight map and gate arrival or connections. But I need to be online to stay up with email etc and the complete crapshoot it is now (and I won't mention the ridiculous pricing) is beyond frustrating. PLEASE FIX THE INTERNET. Thank you. 
Jan 30, 2019, 12:59 pm
#32
Senior Moderator
Join Date: Oct 2001
Location: San Francisco, CA
Programs: UA Plat/2MM [23-yr. 1K, now emeritus] clawing way back to WN-A List; MR LT Titanium; HY Whateverist.
Posts: 12,396
The United announcement came across my FB newsfeed this morning, and then on LinkedIn I saw a quote by Richard Branson that I think is very relevant to all service industries.
Look after your employees well and they will look after your customers.
I was asking my students in a Managerial Accounting class about companies that have done well in a disruptive business environment and those that have failed. Think Block Buster and Net Flix, taxis and Uber, and then we talked about the importance of the customer - easier to keep an existing customer than find a new one. They then highlighted the difference of their travel experience with SouthWest vs United/American/Delta. United has been impacted by LCC and they chose to go down the LCC path. Wonder what would happen if United were to empower their employees and make them feel supported and appreciated? I know there are pilots and supervisors that attempt to do this but do not think it is embedded in the United culture. Think there would be a greater bang for the buck if the management team at United appreciated and listened to the customer facing staff - am sure they would say provide a little more shoulder room in the Y seats, make Direct TV available to everyone, reward us for OTA not OTD....they work with the pax and know and hear us but they are unable to effect change as they are not valued by management. Something to be said for the Toyota philosophy of listening to the employees who actually do the work. Something to be said for valuing your employees as valued employees will make the customer experience all the better. Companies that provide differentiation can command a higher premium.
Look after your employees well and they will look after your customers.
I was asking my students in a Managerial Accounting class about companies that have done well in a disruptive business environment and those that have failed. Think Block Buster and Net Flix, taxis and Uber, and then we talked about the importance of the customer - easier to keep an existing customer than find a new one. They then highlighted the difference of their travel experience with SouthWest vs United/American/Delta. United has been impacted by LCC and they chose to go down the LCC path. Wonder what would happen if United were to empower their employees and make them feel supported and appreciated? I know there are pilots and supervisors that attempt to do this but do not think it is embedded in the United culture. Think there would be a greater bang for the buck if the management team at United appreciated and listened to the customer facing staff - am sure they would say provide a little more shoulder room in the Y seats, make Direct TV available to everyone, reward us for OTA not OTD....they work with the pax and know and hear us but they are unable to effect change as they are not valued by management. Something to be said for the Toyota philosophy of listening to the employees who actually do the work. Something to be said for valuing your employees as valued employees will make the customer experience all the better. Companies that provide differentiation can command a higher premium.
Many of us were optimistic in about 2007, when UA hired the chief customer services executive of Disney to implement a lot of improvements which were ingrained in great customer companies such as WN and Nordstrom. It didn't take and IIRC, the Disney executive's tenure was brief. So now we're in the cycle of "you want low cost ticket choices, here, have it, and the slimline seats, limited service, and slimmer restrooms that go with it."
Jan 30, 2019, 1:19 pm
#33
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,026
Jan 30, 2019, 1:24 pm
#35
Join Date: Jan 2012
Location: Earth
Posts: 19
99% of people want to pay the lowest fare, period. They offer that and economy plus and first class too.
Jan 30, 2019, 2:32 pm
#37
Join Date: Mar 2012
Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
Posts: 6,355
Just got an email update on entertainment options for tomorrow's flights. Direct TV is advertised on one of them, but no update to the pricing has been made. It still shows as $5.99 for Y pax.
One hand doesn't know what the other is doing when it comes to United's communications team.
One hand doesn't know what the other is doing when it comes to United's communications team.
Jan 30, 2019, 3:10 pm
#39
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,454
Jan 30, 2019, 3:33 pm
#40
Join Date: Dec 2006
Location: NRT / HND
Programs: AA EXP, NH Plat, Former UA 1K
Posts: 5,672
There are now two ways every United employee earns bonuses: 1) beating our competitors with the best on-time departure performance and...
Jan 30, 2019, 3:36 pm
#42
Join Date: Jun 2006
Location: Chicago, Kailua-Kona, Cairns
Programs: UA 1K >2MM, IC Plat, Hilton Diamond, Marriott Gold
Posts: 740
The announcement says 100 channels for free, but doesn't mention the movies. Are they free as well? In either case, is UA doing this because it's cheaper than installing PDE on the DTV planes? I just wish the DTV screens were set to off, and you had to activate them if you wanted to watch. So many passengers just leave the scrolling commercials and movie previews on the whole flight, not realizing you can turn the screen off.
Actually, I've been advised by my contacts inside UA that the credit card swipers in these seatback TV's are long past their useful life, and have become a maintenance nightmare.
Jan 30, 2019, 3:54 pm
#44
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
While given that UA is going to have to pay Direct TV to make it free, someone decided that UA needed this competitively. When its free (First) it gets heavily used, but people don't want to pay for it. My strong guess is that this is an effort to fix a competitive disammenity that a lot of us pointed out a long while ago. Surprise, Surprise, Surprise.
Last edited by spin88; Jan 30, 2019 at 4:15 pm
Jan 30, 2019, 4:20 pm
#45
Join Date: Oct 2003
Location: Traveling the World
Posts: 6,075