AA puts the pressure on United, brings "5 star service" to EWR
Aug 2, 2019, 5:14 am
#4
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Headline written by someone who isn’t familiar with the airline industry...UA is not going to feel any additional pressure at their fortress hub because of this.
Aug 2, 2019, 5:39 am
#5
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Aug 2, 2019, 5:44 am
#6
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On the one hand, UA's vulnerabilities at EWR re: ground service, customer experience, etc. are well known and a challenge built on high-touch service would be interesting.
On the other hand, at this sad point in its history, AA is if anything even worse than UA on those counts -- at least domestically. The AA Five Star service prop includes "priority... re-accommodation should the flight be delayed or cancelled." which subscribers will often need.
Many years ago Delta tried to do exactly this to AA at DFW -- establish an insurgent focus-city beachhead founded on better, more caring service. I remember deplaning at a weird little DL-dominated satellite outpost at DFW into a gauntlet of cheering, clapping Delta ground people who apparently met every flight that way. No matter; it didn't last. Nor will this.
On the other hand, at this sad point in its history, AA is if anything even worse than UA on those counts -- at least domestically. The AA Five Star service prop includes "priority... re-accommodation should the flight be delayed or cancelled." which subscribers will often need.
Many years ago Delta tried to do exactly this to AA at DFW -- establish an insurgent focus-city beachhead founded on better, more caring service. I remember deplaning at a weird little DL-dominated satellite outpost at DFW into a gauntlet of cheering, clapping Delta ground people who apparently met every flight that way. No matter; it didn't last. Nor will this.
Aug 2, 2019, 7:45 am
#7
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Sounds more like a WN-wannabe. That would certainly get me to run (quickly) to a different airline.
Aug 2, 2019, 7:59 am
#8
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Such as compared to Introducing United Exclusive Assistance "United Signature Service" [Q&A-Experiences] which UA has had since the merger. (Yes, the article mentions this but the headline seems to ignore it)
AA is not much of a competitive force at EWR and maybe AA decided it needed to at least try to match this UA feature (given its well known issues in the last few years). This move seems to be more about AA admitting its issues than what impact it may have on UA.
AA is not much of a competitive force at EWR and maybe AA decided it needed to at least try to match this UA feature (given its well known issues in the last few years). This move seems to be more about AA admitting its issues than what impact it may have on UA.
Aug 2, 2019, 8:02 am
#9
Join Date: Jan 2005
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It's an expansion of a paid service already offered by AA for premium-cabin customers. The advantage is that the service is actually delivered by AA staff, which is good for IRROPS handling (a necessity at today's AA, which reminds me of United circa 2013), and bundles the high-touch service with lounge access. It's pricey and a nice service, but I don't see it moving the needle much in favor of AA at EWR.
United has a similar offering, but the services are delivered by contractors: United Signature Service and LAX Private Suite.
United has a similar offering, but the services are delivered by contractors: United Signature Service and LAX Private Suite.
Aug 2, 2019, 10:49 am
#12
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AA is perhaps the most over-gated airline at EWR (lowest utilization). It leases 7 exclusive gates and has access to two PANYNJ common-use gates in the A-3 satellite for a total of 28 peak-day departures this summer... a paltry 4 flights per gate, per day. Delta, by comparison, leases 6 gates and schedules about ~35 peak-day EWR flights.
Last edited by EWR764; Aug 2, 2019 at 10:55 am
Aug 2, 2019, 11:20 am
#13
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Well, this EWR-based frequent flyer couldn't give a rat's ... about this. Or, honestly, AA.
Benefits of AA's "5 star" service:
- Priority checkin? Dude, it's Terminal A.
- Expedited security screening? Dude, it's Terminal A.
- Access to Admirals Club? Dude, it's Terminal A.
- Personal escort to the gate? Dude, it's Terminal A.
- Priority boarding at the gate? Fine, but sign up for a United credit card (for free) and you get the same thing.
- Re-accomodation? On one of the other hourly flig... oh, what? Right. Yeah, that schedule.
I'm sure United is quaking in their boots.
Benefits of AA's "5 star" service:
- Priority checkin? Dude, it's Terminal A.
- Expedited security screening? Dude, it's Terminal A.
- Access to Admirals Club? Dude, it's Terminal A.
- Personal escort to the gate? Dude, it's Terminal A.
- Priority boarding at the gate? Fine, but sign up for a United credit card (for free) and you get the same thing.
- Re-accomodation? On one of the other hourly flig... oh, what? Right. Yeah, that schedule.
I'm sure United is quaking in their boots.
Aug 2, 2019, 3:03 pm
#14
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I'm just surprised there's enough of a market of first class travelers who want to pay $350 for a walk to the front of the security line and to the gate.
I get it for JFK / LAX / LHR - studio 'talent' heading to / from 5+ hour flights.
But expanding it to EWR, ATL, AUS....
You'd think private fills the need for most of that.
Now where's the $50 addon for a better inflight meal.
I get it for JFK / LAX / LHR - studio 'talent' heading to / from 5+ hour flights.
But expanding it to EWR, ATL, AUS....
You'd think private fills the need for most of that.
Now where's the $50 addon for a better inflight meal.
Aug 2, 2019, 4:26 pm
#15
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Such as compared to Introducing United Exclusive Assistance "United Signature Service" [Q&A-Experiences] which UA has had since the merger. (Yes, the article mentions this but the headline seems to ignore it).
Originally Posted by Article
With the Five Star Service add-on, passengers get priority check-in, expedited security screening, access to the Admirals Club at EWR, and a personal escort to the gate from which their flight is departing, plus priority boarding at the gate and re-accommodation should the flight be delayed or cancelled.
. . .
A spokesman for the airline on Thursday said the carrier offers EWR customers a United Signature Service that includes meeting the passenger curbside or a designated location upon arrival at the airport, and all of the Five Star Services mentioned previously.
. . .
A spokesman for the airline on Thursday said the carrier offers EWR customers a United Signature Service that includes meeting the passenger curbside or a designated location upon arrival at the airport, and all of the Five Star Services mentioned previously.
Originally Posted by United Signature Service website
- Help you rebook or reschedule travel if your flight is delayed or canceled
"Help" and "priority" are two different things. But of course they are. Because all the United Signature Service contractor can do is "help" the passenger skip the line and stand next to the passenger while a real United employee rebooks the passenger within that passenger's priority. But AA Five-Star customers are tended to by AA's Concierge Key staff and rebooked directly by them with *gasp* "priority" over other passengers.
My point is not to excuse AA's shabby performance lately (they got issues!), but is that UA should not be comparing their Fiat Punto (Signature Service) to AA's Cadillac (Five Star Service)-- and by the way, Five Star customers do get tarmac rides in AA's Cadillac fleet when necessary to make connections just like Concierge Key members. UA Signature Service? Global Services' Mercedes are off limits.
Please don't compare the two.