Enhanced customer service commitment including free DirecTV on all DTV A/C.
Jan 30, 2019, 5:20 pm
#46
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I find the DirecTV to help a longer flight fly by. It was definitely a nice perk to get for free when getting a CPU. Also, flying from Cleveland, it seems like they fly mostly 737's with the IFEs. I'm very excited for this benefit as I only paid for the DirecTV once (when the Indians were in the World Series while I was flying). I hardly ever saw anybody actually pay for that. Given how few people purchased it, I would guess that the operating cost would be greater than the revenue, but then again, it is a sunk cost, for the installation, at least.
Jan 30, 2019, 7:07 pm
#48
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Which means that DTV is NOT on over two-thirds of the mainline fleet. Othewise known as the vast majority. @:-)
And if they yanked the swipers but left the TVs, they'd save perhaps 6 ounces a seat...
And if they yanked the swipers but left the TVs, they'd save perhaps 6 ounces a seat...
Last edited by WineCountryUA; Jan 30, 2019 at 11:34 pm Reason: merging consecutive posts by same member
Jan 30, 2019, 7:24 pm
#49
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Another upside...no more of the loud, obnoxious commercials they’d play via the overhead speakers about buying DTV, getting the discount if paying for a couple, etc.
Jan 31, 2019, 9:16 am
#52
Join Date: Dec 2005
Location: Japan
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Any kind of announcements from an airline, particularly United, that includes the phrase : "will make traveling on them even more comfortable for our customers" goes right where it belongs. Into the trash bin. Another one "we listened to our customers" comes right behind it.
Jan 31, 2019, 7:19 pm
#54
Join Date: Apr 2010
Location: SAN
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Great news, at least now I can look at the map if I want to without having to fiddle with the phone if I choose not to.
Honestly, what I really miss are the in-flight music options. I often listen to my own music but sometimes it's nice to plug in and hear something different.
Hopefully someday we'll see the full return of IFE on UA. The systems of old on the B737s with the flip-down screens wasn't so bad, and couldn't have added that much weight. And you can still offer the so-called "Personal Device Entertainment" for those who want to schlep out a laptop during flight.
Honestly, what I really miss are the in-flight music options. I often listen to my own music but sometimes it's nice to plug in and hear something different.
Hopefully someday we'll see the full return of IFE on UA. The systems of old on the B737s with the flip-down screens wasn't so bad, and couldn't have added that much weight. And you can still offer the so-called "Personal Device Entertainment" for those who want to schlep out a laptop during flight.
Jan 31, 2019, 7:43 pm
#55
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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.
Onboard space will never change, it can only get worse - and smiling flight attendants cannot make up for an uncompetitive product.
What United (and before it, Continental) taught me is this: every time the company promises me "an enhancement" or "improvement", my only reaction is to brace myself for getting screwed on something else, so I set my expectations accordingly.
Last edited by WineCountryUA; Feb 1, 2019 at 1:26 am Reason: Discuss the issues, not the poster(s)
Jan 31, 2019, 8:15 pm
#56
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I have, personally, never paid. And I have only seen a handful of people actually pay. Typically on longer flights. And I've seen the credit card readers have issues. FAs had to cover the CC with a napkin, or slide back and forth very slowly. Seemed like they were more trouble than they were worth.
Jan 31, 2019, 8:59 pm
#57
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Great news, I always though that this should have been the "future" of IFE after the old days with the tv screens with fixed content. It would be nice of it was available on more planes.
I wonder how the current advertisers feel about this free DTV announcement. I assume this means viewership of the welcome channel we go down to pretty much zero. Also viewership the hemispheres tv show. I guess it is still available on the wifi.
I wonder how the current advertisers feel about this free DTV announcement. I assume this means viewership of the welcome channel we go down to pretty much zero. Also viewership the hemispheres tv show. I guess it is still available on the wifi.
Jan 31, 2019, 10:33 pm
#59
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It would be an even better enhancement if they took DTV out entirely, but I guess free is better than nothing.
Jan 31, 2019, 10:37 pm
#60
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