Enhanced customer service commitment including free DirecTV on all DTV A/C.
Jan 30, 2019, 8:38 am
#16
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Moderator Note.
The thread title has been edited to feature the free DirecTV initiative. Ocn Vw 1K, Co-Moderator.
Jan 30, 2019, 8:44 am
#17
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,967
I wonder what they are taking away this time - remember the 1K preboard was followed by increased PQD requirements for 1K...
I also wonder if they have reached the point of the DirecTV arrangement where it does not cost them much to provide the content?
I also wonder if they have reached the point of the DirecTV arrangement where it does not cost them much to provide the content?
Jan 30, 2019, 8:53 am
#18
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We're also excited about some improvements (which we'll announce later this year) that will make traveling on them even more comfortable for our customers.
Jan 30, 2019, 9:17 am
#19
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yeah When you’re runnning like mad to make one of those flights with the padded schedules and the door is closed early while you stand watch in the terminal for the next 30 minutes frustrated they would not let you board.....
Last edited by WineCountryUA; Jan 30, 2019 at 9:56 am Reason: repaired quote
Jan 30, 2019, 10:06 am
#23
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it always seemed to me that DTV had very few takers in Y. In F many would watch for free. I’m wondering if the revenue wasn’t enough to maintain the collection system and rather than pull he whole thing they’ll just give it for free until it dies. Isn’t it sponsored by someone anyway? Chase?
I have some TV dirty pleasures and can get my fix it Off the Grid or other mindless stuff that makes the time pass.
I have some TV dirty pleasures and can get my fix it Off the Grid or other mindless stuff that makes the time pass.
Jan 30, 2019, 10:11 am
#24
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it always seemed to me that DTV had very few takers in Y. In F many would watch for free. I’m wondering if the revenue wasn’t enough to maintain the collection system and rather than pull he whole thing they’ll just give it for free until it dies. Isn’t it sponsored by someone anyway? Chase?
I have some TV dirty pleasures and can get my fix it Off the Grid or other mindless stuff that makes the time pass.
I have some TV dirty pleasures and can get my fix it Off the Grid or other mindless stuff that makes the time pass.
Jan 30, 2019, 10:12 am
#26
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Jan 30, 2019, 10:31 am
#27
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A few more details on the complimentary DirecTV change
United Airlines Offers Customers Free Live TV
Customers can now enjoy complimentary seat back live DIRECTV and movies on more than 200 aircraft
CHICAGO, Jan. 30, 2019
-- Just in time for the Big Game, United Airlines today announced that effective immediately more than 100 channels of live television will now be free on 211 Boeing 737 United aircraft equipped with seat back TV, making viewing easy gate-to-gate. In addition to offering free live DIRECTV at more than 30,000 seats, United customers also have access to hundreds of movies and TV shows available on personal devices through the airline's collection on the United app – offering customers thousands of hours of programming in total.
"This year, we will be introducing a series of innovations and improvements designed to help build a great experience for all our customers," said United's Chief Customer Officer Toby Enqvist. "Offering free entertainment, whether it's on seat back TV or on personal devices, is one example of how we are placing our customers at the heart of what we do and helping them to relax and enjoy their flights."
"We're pleased that United is offering customers complimentary access to live TV on more than 200 of its aircraft so customers can feel like they're sitting in their own living rooms enjoying DIRECTV," said Roman Pacewicz, chief product officer, AT&T Business. "Whether they want to tune into their favorite primetime show or their favorite sports team, United customers won't miss a moment with free DIRECTV programming."
Personal Device Entertainment
Over the last year, United has also expanded its personal device entertainment product to aircraft that previously only offered DIRECTV, providing an option for customers to use their phones, tablets or laptops to access a library of more than 280 complimentary movies and TV shows.
Accessibility
Additionally, United has made improvements in its entertainment options for customers with hearing and mobility issues through its Accessible Entertainment menu category available on seat back on-demand systems. Accessible Entertainment offers customers entertainment options by grouping titles that are either audio descriptive or closed captioned under one menu. United currently offers more than 20 audio descriptive movies and TV shows and more than 50 with English closed captioning. Select DIRECTV channels also include closed captioning, subject to programming availability.
Customers can now enjoy complimentary seat back live DIRECTV and movies on more than 200 aircraft
CHICAGO, Jan. 30, 2019
-- Just in time for the Big Game, United Airlines today announced that effective immediately more than 100 channels of live television will now be free on 211 Boeing 737 United aircraft equipped with seat back TV, making viewing easy gate-to-gate. In addition to offering free live DIRECTV at more than 30,000 seats, United customers also have access to hundreds of movies and TV shows available on personal devices through the airline's collection on the United app – offering customers thousands of hours of programming in total.
"This year, we will be introducing a series of innovations and improvements designed to help build a great experience for all our customers," said United's Chief Customer Officer Toby Enqvist. "Offering free entertainment, whether it's on seat back TV or on personal devices, is one example of how we are placing our customers at the heart of what we do and helping them to relax and enjoy their flights."
"We're pleased that United is offering customers complimentary access to live TV on more than 200 of its aircraft so customers can feel like they're sitting in their own living rooms enjoying DIRECTV," said Roman Pacewicz, chief product officer, AT&T Business. "Whether they want to tune into their favorite primetime show or their favorite sports team, United customers won't miss a moment with free DIRECTV programming."
Personal Device Entertainment
Over the last year, United has also expanded its personal device entertainment product to aircraft that previously only offered DIRECTV, providing an option for customers to use their phones, tablets or laptops to access a library of more than 280 complimentary movies and TV shows.
Accessibility
Additionally, United has made improvements in its entertainment options for customers with hearing and mobility issues through its Accessible Entertainment menu category available on seat back on-demand systems. Accessible Entertainment offers customers entertainment options by grouping titles that are either audio descriptive or closed captioned under one menu. United currently offers more than 20 audio descriptive movies and TV shows and more than 50 with English closed captioning. Select DIRECTV channels also include closed captioning, subject to programming availability.
Jan 30, 2019, 12:29 pm
#29
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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.
Jan 30, 2019, 12:39 pm
#30
Join Date: May 2009
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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. 