Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus
Reload this Page >

Enhanced customer service commitment including free DirecTV on all DTV A/C.

Enhanced customer service commitment including free DirecTV on all DTV A/C.

Old Jan 30, 19, 6:22 am
  #1  
Original Poster
 
Join Date: Mar 2010
Location: YUL
Programs: UA 1K, OZ
Posts: 6,159
Enhanced customer service commitment including free DirecTV on all DTV A/C.

Originally Posted by UA Facebook
Lots of companies say they care about their customers. We want United customers to feel it. Every customer. Every flight. Every day. At United, we have big ambitions about what we can become, and we know this goal will only be achieved when "business as usual" is transformed into a new standard of caring for our customers.The opportunity to serve our customers is more than a transaction to us. It's an interaction. So, in 2019, we're looking at every aspect of our business to ensure that we keep our customers' best interests at the heart of everything we do. We've already taken steps to deliver on our commitment to caring customer service:
- Starting today – just in time for Sunday's football game – every passenger on 211 United jets will be able to watch more than 100 channels of live TV for free. Seat back monitors make viewing easy gate-to-gate. This multimillion dollar investment will benefit the 29 million people expected to fly United's DIRECTV-enabled planes this year.

- Last week, United released a re-imagined version of the No. 1 most downloaded app in the airline industry. With a modern design and more engaging content, the app pushes the most helpful, up-to-the-minute information to the home screen at every step of a customer's journey, making it much easier to manage travel, from booking to landing.

- We're investing in modern airplanes that are even more reliable (meaning fewer delays) and more efficient (meaning fewer carbon emissions). 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.

- By the end of this month, every one of our 90,000 United employees will have completed training in the core4 service principles that guide every interaction with our customers: safe, caring, dependable and efficient. These essential values are the foundation of the customer service culture we're building.

- And we're putting our money where our mouth is. There are now two ways every United employee earns bonuses: 1) beating our competitors with the best on-time departure performance and 2) improving customer satisfaction.United's shared purpose is "Connecting People. Uniting the World." We – as one United team – have embraced the opportunity to shape the culture of caring customer service that we want United to be known for. It won't happen overnight, but we're more confident than ever that we'll get there.As an airline, we've embarked on a journey that will reveal the character of our people and our passion for customer service. We invite you to join us on board.
Free DTV and bonuses for customer service sounds good. Will UA follow through fully?
railmatt likes this.
dinoscool3 is online now  
Old Jan 30, 19, 6:55 am
  #2  
DEN
 
Join Date: Jan 2004
Location: Golden, CO USA
Programs: UA 1K MM, Hilton Diamond
Posts: 468
Something I read years ago that has stuck with me:

"I am always amazed at how much a company will spend in advertising to get me to come to their store, when, if they had just treated me right, I would have never left"
DEN is offline  
Old Jan 30, 19, 6:57 am
  #3  
 
Join Date: Jan 2013
Location: Delaware
Programs: UA Mileage Plus, Amtrak Guest Rewards
Posts: 778
I like the Free DTV. I, as well, am slightly skeptical of the improvements that will be announced later this year. Don't get me wrong, I'll take what we can get, but we've been down this road before.

Originally Posted by DEN View Post
Something I read years ago that has stuck with me:

"I am always amazed at how much a company will spend in advertising to get me to come to their store, when, if they had just treated me right, I would have never left"
Rule of Marketing - it is easier to keep a customer than to earn back a lost one.

Last edited by phkc070408; Jan 30, 19 at 6:59 am Reason: Addition
phkc070408 is offline  
Old Jan 30, 19, 7:11 am
  #4  
 
Join Date: Sep 2013
Posts: 838
Except the vast majority of their planes do not feature DTV and have defective streaming options. They still fly a ton of "dark" 737 planes with no IFE.

When I flew Lufthansa recently from MUC-HKG they had live TV at every seat (enjoyed watching the bears win in the middle of the night). If United offered true live TV on more planes or streaming options that would be great.

How about better food or pre-ordering food?
jp12687 is offline  
Old Jan 30, 19, 7:37 am
  #5  
 
Join Date: Jan 2009
Location: London & Sonoma CA
Programs: UA 1K(until 2021), MM *G for life, Hertz PC, BAEC Silver
Posts: 8,159
I should imagine only a subset of their customers want to watch television throughout their flights - and particularly not DirectTV which never seems to be showing anything I would want to watch.
Miggles likes this.
lhrsfo is offline  
Old Jan 30, 19, 7:40 am
  #6  
2020 FlyerTalk Awards
 
Join Date: Mar 2013
Location: BDL/BOS
Programs: UA/*A Gold, Global Entry, Marriott Plat, Hilton+IHG Gold, Hertz PC, DL
Posts: 1,622
the title of this thread should be “UA announces free TV for Y pax in DTV equipped 737s”, bc thats the only significant announcement here.

too bad it’s not free wifi (on a lower-bandwidth tier).
riphamilton is offline  
Old Jan 30, 19, 7:50 am
  #7  
 
Join Date: Feb 2010
Location: New Jersey
Programs: UA MM 1K, AA MM Gold, Marriott Titanium (LT Plat), Hilton Gold
Posts: 2,663
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.
jsloan and truncated like this.
tarheelnj is offline  
Old Jan 30, 19, 7:53 am
  #8  
FlyerTalk Evangelist
 
Join Date: Feb 2003
Location: Denver, CO, USA
Programs: Proud Charter Member of the OUM
Posts: 21,178
Free DTV is a minor catch-up to WN and an attempt to match what AA is rolling out.

It's hardly innovative or "wow."

Too little, too late.
DenverBrian is online now  
Old Jan 30, 19, 7:58 am
  #9  
 
Join Date: Feb 2002
Location: BNA
Programs: HH Gold. (Former) UA PP, DL PM, PC Plat
Posts: 6,647
Originally Posted by tarheelnj View Post
is UA doing this because it's cheaper than installing PDE on the DTV planes?
All DTV airplanes already have PDE.
LarryJ is offline  
Old Jan 30, 19, 8:11 am
  #10  
FlyerTalk Evangelist
 
Join Date: Nov 2004
Location: ORD
Programs: UA 1K
Posts: 16,102
The DTV on my most recent 737 was broken. I guess they can start by fixing that one.
milepig is online now  
Old Jan 30, 19, 8:19 am
  #11  
 
Join Date: Dec 2017
Location: MUC
Programs: UA GS, 1MM; Marriott LTPP / Ambassador
Posts: 166
Don't care about on time departures.Care about an on time arrival, in a schedule that doesn't have ridiculous padding.
LimeyFlyer is offline  
Old Jan 30, 19, 8:21 am
  #12  
 
Join Date: Jan 2004
Location: GRR
Posts: 489
Originally Posted by lhrsfo View Post
I should imagine only a subset of their customers want to watch television throughout their flights - and particularly not DirectTV which never seems to be showing anything I would want to watch.
Exactly. I always end up watching the Flight Map or turning it off.
demkr likes this.

Last edited by BigJC; Jan 30, 19 at 8:31 am
BigJC is offline  
Old Jan 30, 19, 8:38 am
  #13  
FlyerTalk Evangelist
 
Join Date: Oct 2004
Location: South of London.
Programs: Delta SE, Marriott Silver, Omni Select Plat
Posts: 13,150
Hopefully leadership will empower employees to make decisions,
cawhite and EWR764 like this.
USA_flyer is online now  
Old Jan 30, 19, 9:28 am
  #14  
 
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 7,242
Long, long overdue, but a nice amenity. It's older tech (not AVOD, not touch screen, not HD), but the best inflight TV suite there is. Too bad the plan appears to be to remove the LTV system when the contract expires, which I assume is within the next few years.

Originally Posted by jp12687 View Post
Except the vast majority of their planes do not feature DTV and have defective streaming options. They still fly a ton of "dark" 737 planes with no IFE.
The 'dark' 737s were the -900ERs that came with no entertainment options whatsoever, prior to installing and activating streaming IFE. Every 70+ seat airplane at least has a streaming option, which I find to be working properly about 9 in 10 flights. Conversely, two of my most recent 3 757-200 (75B) flights in Y had completely inoperative IFE, once only at my seat and once in the whole cabin. In that case, I actually used the streaming instead. So, YMMV.

Originally Posted by BigJC View Post
Exactly. I always end up watching the Flight Map or turning it off.
It's sort of obviated by the wifi login page now (and Google maps, if you know...) but this gets a from me. Now, if only the primitive map could be updated to provide a bit more information, or slightly higher resolution!
DenverBrian likes this.
EWR764 is online now  
Old Jan 30, 19, 9:33 am
  #15  
 
Join Date: Feb 2010
Programs: UA 1K
Posts: 494
I just noticed the DirecTV announcement on the United website. While the only change for me personally (like for others in this thread) is that I can have the map on the screen for more than the first 20 minutes of the flight, it's great to see more free entertainment options.
cawhite likes this.
aindfan is offline  

Thread Tools
Search this Thread
Search Engine: