Interview with UA VP of Customer Service Barbara Higgins
Aug 26, 07, 6:15 pm
#31
Q: What are the areas where United Airlines has the most work to do to improve the customer experience?
A: It's really being able to individualize the experience while still managing the large volume of guests that we greet on a daily basis, recognizing that an occasional traveler has pretty different needs than a frequent traveler or business traveler....
A: It's really being able to individualize the experience while still managing the large volume of guests that we greet on a daily basis, recognizing that an occasional traveler has pretty different needs than a frequent traveler or business traveler....
Fixing their broke-a$% customer service attitude is another matter entirely. No one quits an airline because the experience isn't customized. But after being lied to repeatedly by the ICC, then having to deal with rude GA's and a nonresponsive customer service contact...... well... Barbara, if you ever get around to "individualizing experiences", take a note: I like aisle seats, and customer service that doesn't make me wish I'd driven.
/pbz
Aug 26, 07, 6:18 pm
#32
Join Date: Mar 2007
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Fixing their broke-a$% customer service attitude is another matter entirely. No one quits an airline because the experience isn't customized. But after being lied to repeatedly by the ICC, then having to deal with rude GA's and a nonresponsive customer service contact...... well... Barbara, if you ever get around to "individualizing experiences", take a note: I like aisle seats, and customer service that doesn't make me wish I'd driven.
/pbz
Aug 26, 07, 6:28 pm
#33
Totally agree, what a great story to hear!^
I think the criticism here is unwarranted, personally. I have heard many things about her, and all were positive in the highest degree!^ Come on folks, she has a difficult job. Stuff can't change overnight at UA, and I don't think she realized what a challenge she would have when she joined UAL. Give it some time, but I have confidence in Ms. Higgins, I really do!
I think the criticism here is unwarranted, personally. I have heard many things about her, and all were positive in the highest degree!^ Come on folks, she has a difficult job. Stuff can't change overnight at UA, and I don't think she realized what a challenge she would have when she joined UAL. Give it some time, but I have confidence in Ms. Higgins, I really do!
So to recap. Long delay mostly under United's control (ever hear of preplanning? Could no one call ahead to DTW and get them started finding a gate and crew once the decision was made to divert, or even prior to this specific plane's decision, given that flights were likely to divert?).
Bare basic minimums provided to passengers and only because executives were onboard.
If this an advance in customer service then, no offense, I will have some of whatever Kool-Aid you are drinking. I guess we should all write emails to commend them on the fact that there wasn't lav juice running in the aisles this time.
Last edited by pbz; Aug 26, 07 at 6:32 pm Reason: snark++
Aug 26, 07, 6:32 pm
#34
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Just wondering what about this is a great story? United took people to the wrong city, left them on the plane for hours while they tried to find a gate and staff to offload the plane, and then some executives bought MacDonalds, and some ice and water, on their company cards.
So to recap. Long delay mostly under United's control (ever hear of preplanning? Could no one call ahead to MKE and get them started finding a gate and crew once the decision was made to divert, or even prior to this specific plane's decision, given that flights were likely to divert?).
Bare basic minimums provided to passengers and only because executives were onboard.
If this an advance in customer service then, no offense, I will have some of whatever Kool-Aid you are drinking.
So to recap. Long delay mostly under United's control (ever hear of preplanning? Could no one call ahead to MKE and get them started finding a gate and crew once the decision was made to divert, or even prior to this specific plane's decision, given that flights were likely to divert?).
Bare basic minimums provided to passengers and only because executives were onboard.
If this an advance in customer service then, no offense, I will have some of whatever Kool-Aid you are drinking.
Last edited by lucky9876coins; Aug 26, 07 at 6:41 pm
Aug 26, 07, 6:39 pm
#35
You didn't answer my main point which was that a little preplanning would have solved a lot of this. The article sounded like they landed and went "Huh! We have no place to park!" And then they finally found a gate and went "Huh! Now we need to call TSA!" And so on. Now you may call it spin or mistakes in the OP but I take it at face value. An organization this complex with this many moving parts has a lot of potential points of failure and when irrops happen, maybe it's to be expected. But, this sort of thing happens a lot, and United brings it on themselves somewhat by virtue of their cost cutting measures. So, I call this story a symptom of poor planning which is endemic in the organization. The sarcasm doesn't fix that.
I still fail to see how it is a great story.
And I also still fail to see how an executive ordering in McGrease merits hi-fives.
Aug 26, 07, 6:44 pm
#36
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Sarcasm is fine and you made your point, but, I did not accuse them of delaying it on purpose. I accused them of constructively causing the delay by virtue of poor planning and, as an underlying factor, their generally overtaxed and poorly performing operational systems.
You didn't answer my main point which was that a little preplanning would have solved a lot of this. The article sounded like they landed and went "Huh! We have no place to park!" And then they finally found a gate and went "Huh! Now we need to call TSA!" And so on. Now you may call it spin or mistakes in the OP but I take it at face value. An organization this complex with this many moving parts has a lot of potential points of failure and when irrops happen, maybe it's to be expected. But, this sort of thing happens a lot, and United brings it on themselves somewhat by virtue of their cost cutting measures. So, I call this story a symptom of poor planning which is endemic in the organization. The sarcasm doesn't fix that.
I still fail to see how it is a great story.
And I also still fail to see how an executive ordering in McGrease merits hi-fives.
You didn't answer my main point which was that a little preplanning would have solved a lot of this. The article sounded like they landed and went "Huh! We have no place to park!" And then they finally found a gate and went "Huh! Now we need to call TSA!" And so on. Now you may call it spin or mistakes in the OP but I take it at face value. An organization this complex with this many moving parts has a lot of potential points of failure and when irrops happen, maybe it's to be expected. But, this sort of thing happens a lot, and United brings it on themselves somewhat by virtue of their cost cutting measures. So, I call this story a symptom of poor planning which is endemic in the organization. The sarcasm doesn't fix that.
I still fail to see how it is a great story.
And I also still fail to see how an executive ordering in McGrease merits hi-fives.
It's the gesture here that counts. What do you expect, a steak dinner? The fact that the VP took a hands on role instead of just sitting there as a normal passenger can mean a lot. Also, the gesture (no matter how small) of proactively getting dinner for everyone is quite significant, IMO.
Aug 26, 07, 6:45 pm
#37
Join Date: Jan 2007
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Sarcasm is fine and you made your point, but, I did not accuse them of delaying it on purpose. I accused them of constructively causing the delay by virtue of poor planning and, as an underlying factor, their generally overtaxed and poorly performing operational systems.
You didn't answer my main point which was that a little preplanning would have solved a lot of this. The article sounded like they landed and went "Huh! We have no place to park!" And then they finally found a gate and went "Huh! Now we need to call TSA!" And so on. Now you may call it spin or mistakes in the OP but I take it at face value. An organization this complex with this many moving parts has a lot of potential points of failure and when irrops happen, maybe it's to be expected. But, this sort of thing happens a lot, and United brings it on themselves somewhat by virtue of their cost cutting measures. So, I call this story a symptom of poor planning which is endemic in the organization. The sarcasm doesn't fix that.
I still fail to see how it is a great story.
And I also still fail to see how an executive ordering in McGrease merits hi-fives.
You didn't answer my main point which was that a little preplanning would have solved a lot of this. The article sounded like they landed and went "Huh! We have no place to park!" And then they finally found a gate and went "Huh! Now we need to call TSA!" And so on. Now you may call it spin or mistakes in the OP but I take it at face value. An organization this complex with this many moving parts has a lot of potential points of failure and when irrops happen, maybe it's to be expected. But, this sort of thing happens a lot, and United brings it on themselves somewhat by virtue of their cost cutting measures. So, I call this story a symptom of poor planning which is endemic in the organization. The sarcasm doesn't fix that.
I still fail to see how it is a great story.
And I also still fail to see how an executive ordering in McGrease merits hi-fives.
What would have happened if there were no execs on the flight? UA prolly would have abandoned them to find their own way back to ORD as in Cheyenne this winter, citing 'lack of personnel' at the DTW terminal. Those folks were very lucky the plane didn't leave without them due to be used on another route.
Does any plane divert on purpose? absolutely not and I'm glad they divert instead of the other possibilities. But there can at least be a plan in place to accomodate pax. Obviously in non-hub diversions...there is no plan and UA should get their act together in that regard.
Aug 26, 07, 6:52 pm
#38
What would have happened if there were no execs on the flight? UA prolly would have abandoned them to find their own way back to ORD as in Cheyenne this winter, citing 'lack of personnel' at the DTW terminal. Those folks were very lucky the plane didn't leave without them due to be used on another route.
Does any plane divert on purpose? absolutely not and I'm glad they divert instead of the other possibilities. But there can at least be a plan in place to accomodate pax. Obviously in non-hub diversions...there is no plan and UA should get their act together in that regard.
Does any plane divert on purpose? absolutely not and I'm glad they divert instead of the other possibilities. But there can at least be a plan in place to accomodate pax. Obviously in non-hub diversions...there is no plan and UA should get their act together in that regard.
If the same executive had prefaced the McD's purchase by saying "From now on, all pilots will be empowered to do this after 2 hours of waiting for a gate", then I would be giving lucky the hi-5's and agreeing that it was a great story. Until then, it's just another catastrophe, in this case partially mitigated by a hungry bigwig.
Aug 26, 07, 7:14 pm
#39
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I am a little disappointed that a few are willing to jump all over Ms. Higgins' case so early in her tenure.
She has a difficult job. If she had come in with a couple of six guns blazing, it might possibly have been a real disaster. Been there, done that. "Chainsaw Al" Dunlap is not the appropriate model here.
Give her time to get the lay of the land - to figure out what is possible, how to secure the resources to get it done, and to persuade the people who will make it happen that these things can be done.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
She has a difficult job. If she had come in with a couple of six guns blazing, it might possibly have been a real disaster. Been there, done that. "Chainsaw Al" Dunlap is not the appropriate model here.
Give her time to get the lay of the land - to figure out what is possible, how to secure the resources to get it done, and to persuade the people who will make it happen that these things can be done.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
Aug 26, 07, 7:20 pm
#40
Join Date: Sep 2005
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A friend of mine worked flt 252 on 8/22. (DEN-ORD) The flight diverted to DTW, which was only the beginning of the nightmare.
Onboard in F was Ms. Higgins, as well as JoAnne Calabrese(sp?) who I think is VP of airport operations.
After landing in DTW, it took 2 hours to find a gate that could accomodate a 767, and that was at the int'l terminal. They finally parked a little after 2300, and no one was allowed of the a/c until UAL and TSA personel arrived.
My friend said that both VP's were great w/ interacting w/ the pax, and were doing everything they could. She said they really took the heat which would usually be directed at the fa's. I should say that as soon as the plane parked and people were allowed off, the pilots walked as they were illegal for the day. So were the fa's, but they had to stay until a relief crew could be flown in.
One of the VP's used their credit card to order McD's for 300 people and had catering bring fresh ice, soda and bottled h20, as supplies onboard had been depleted. Ms. Calabrese was able to track down a polish speaker on her phone to explain what was going on to a non-english speaker. Apparently they both went above and beyond the call of duty on this flight.
Flt 252 finally left DTW at 0330 w/ a new crew, and my friend didn't get to her hotel until 0230(19 hours on duty with almost 11 hours of flight time). Her 1 day trip became a 3 day. She finally got home fri morning.
I can only hope that this expierence can open management's eyes, and see where things were done right, as well as what went horribly wrong.
Onboard in F was Ms. Higgins, as well as JoAnne Calabrese(sp?) who I think is VP of airport operations.
After landing in DTW, it took 2 hours to find a gate that could accomodate a 767, and that was at the int'l terminal. They finally parked a little after 2300, and no one was allowed of the a/c until UAL and TSA personel arrived.
My friend said that both VP's were great w/ interacting w/ the pax, and were doing everything they could. She said they really took the heat which would usually be directed at the fa's. I should say that as soon as the plane parked and people were allowed off, the pilots walked as they were illegal for the day. So were the fa's, but they had to stay until a relief crew could be flown in.
One of the VP's used their credit card to order McD's for 300 people and had catering bring fresh ice, soda and bottled h20, as supplies onboard had been depleted. Ms. Calabrese was able to track down a polish speaker on her phone to explain what was going on to a non-english speaker. Apparently they both went above and beyond the call of duty on this flight.
Flt 252 finally left DTW at 0330 w/ a new crew, and my friend didn't get to her hotel until 0230(19 hours on duty with almost 11 hours of flight time). Her 1 day trip became a 3 day. She finally got home fri morning.
I can only hope that this expierence can open management's eyes, and see where things were done right, as well as what went horribly wrong.
Aug 26, 07, 7:31 pm
#41
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I am a little disappointed that a few are willing to jump all over Ms. Higgins' case so early in her tenure.
She has a difficult job. If she had come in with a couple of six guns blazing, it might possibly have been a real disaster. Been there, done that. "Chainsaw Al" Dunlap is not the appropriate model here.
Give her time to get the lay of the land - to figure out what is possible, how to secure the resources to get it done, and to persuade the people who will make it happen that these things can be done.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
She has a difficult job. If she had come in with a couple of six guns blazing, it might possibly have been a real disaster. Been there, done that. "Chainsaw Al" Dunlap is not the appropriate model here.
Give her time to get the lay of the land - to figure out what is possible, how to secure the resources to get it done, and to persuade the people who will make it happen that these things can be done.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
Aug 26, 07, 7:45 pm
#42
Join Date: Mar 2005
Location: Vancouver, BC
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A friend of mine worked flt 252 on 8/22. (DEN-ORD)
One of the VP's used their credit card to order McD's for 300 people and had catering bring fresh ice, soda and bottled h20, as supplies onboard had been depleted. Ms. Calabrese was able to track down a polish speaker on her phone to explain what was going on to a non-english speaker. Apparently they both went above and beyond the call of duty on this flight.
One of the VP's used their credit card to order McD's for 300 people and had catering bring fresh ice, soda and bottled h20, as supplies onboard had been depleted. Ms. Calabrese was able to track down a polish speaker on her phone to explain what was going on to a non-english speaker. Apparently they both went above and beyond the call of duty on this flight.
However, this kind of expense (catering for 300), is not what normal GA/FA's work with in irrops...
Aug 26, 07, 8:02 pm
#43
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...Give her time to get the lay of the land - to figure out what is possible, how to secure the resources to get it done, and to persuade the people who will make it happen that these things can be done.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
The CS mess that is UA did not get that way overnight. Turning it around won't happen overnight, either.
Aug 26, 07, 8:09 pm
#44
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I think change is slowly happening- new interiors, premium lobbies, the red carpets, 1Kall, etc. Not that we can thank Ms. Higgins for all of this, but I truly believe UA is slowly improving, but it takes time. I am sure with the new interiors there will be more improvements in services. The one thing she needs to, and I think is focusing on is employee morale. This is the process that really can take years and not months.
Aug 26, 07, 8:09 pm
#45
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I'll clarify my posts. The criticism is to UA, the company that flies the planes, not necessarily Ms. Higgins. They've had since their first flights from PSC to get customer service right...that's long enough IMHO.
