Interview with UA VP of Customer Service Barbara Higgins
Aug 27, 07, 8:35 am
#61
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Aug 27, 07, 11:00 am
#62
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If I were in an executive position and didn't implement a visible and measurable improvement in 8 months, I'd expect to be fired just like I'd fire any of my staff who didn't perform in 3 months let alone 2/3 of a entire year.
Aug 27, 07, 11:19 am
#63
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Several years back, I flew LGA-ORD with John Edwardson, at the time, president of United. I was in NF, he was in Y. He came up to F, greeted every passenger by name, and thanked us for flying United.
Last edited by Mike Jacoubowsky; Aug 27, 07 at 11:22 am Reason: clarity
Aug 27, 07, 11:56 am
#64
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Mrs Calabrese is 1 in a million. She was the CS manager of ORD in the 90's and then GM of ORD prior to becoming VP at WHQ. (I beliee she started off in reservations last millenia) The woman has infinite energy and really gets out there and sees things. She doesn't just see them, she kicks butt in a productive way. When I started in training in CS, she made a point to visit every training class, and spend an entire afternoon (well over an hour) with the class of 20.
Very friendly, energetic, hands on, and worked her way up through the trenches over a career, instead of getting an MBA and putting in 2-4 years at an unrelated firm.
Very friendly, energetic, hands on, and worked her way up through the trenches over a career, instead of getting an MBA and putting in 2-4 years at an unrelated firm.
If we had more top execs like her, this company would not have as many problems. I have never met anyone else here who is as involved and caring of both customers and employees as Joanne is. She started her career well over 30 years ago as a clerk and has worked her way all the way up to VP status - I have nothing but admiration for her.
Aug 27, 07, 6:05 pm
#65
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Zen questions
As I read this, I wonder:
a) if a tree falls in a forest, and nobody hears it, does it make a sound?
b) what is the sound of one hand clapping?
c) what does a VP of Customer Service actually do at United?
a) if a tree falls in a forest, and nobody hears it, does it make a sound?
b) what is the sound of one hand clapping?
c) what does a VP of Customer Service actually do at United?
Aug 27, 07, 7:12 pm
#66
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Eight months. Wow.
Vsevolod4, excellent question, "what's a vp of cs actually do?" I don't know, but I do know that I woudln't want her job for a heartbeat. I think it's a little like when I was in the army in a war we all know and love and I would attend staff meetings where all of us in attendance wanted more people to do the jobs required of us but we were told in no uncertain terms to not request said people else we'd find ourselves in a much worse place. Needless to say, when asked if I had enough people, my answer was "we'll make it happen, sir!"
I don't think god himself could fix the CS mess at UA. It's more than just a few slogans and training classes. And as a 1P, I am offended by the notion that the group of 200, 1K voice, etc., are read and matter but what I may think or have to say matters naught because I am not quite loyal enough. But even more offensive is watching how my family and friends who are no-P are treated and I should be thankful that I was "only" patronized.
Vsevolod4, excellent question, "what's a vp of cs actually do?" I don't know, but I do know that I woudln't want her job for a heartbeat. I think it's a little like when I was in the army in a war we all know and love and I would attend staff meetings where all of us in attendance wanted more people to do the jobs required of us but we were told in no uncertain terms to not request said people else we'd find ourselves in a much worse place. Needless to say, when asked if I had enough people, my answer was "we'll make it happen, sir!"
I don't think god himself could fix the CS mess at UA. It's more than just a few slogans and training classes. And as a 1P, I am offended by the notion that the group of 200, 1K voice, etc., are read and matter but what I may think or have to say matters naught because I am not quite loyal enough. But even more offensive is watching how my family and friends who are no-P are treated and I should be thankful that I was "only" patronized.
Aug 28, 07, 4:50 pm
#67
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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.
As I wrote over in that thread, if one captain can be empowered to do this, perhaps other captains (and maybe pursers) can also do the same. Of course, Capt. Flanagan appears to have a long history of good judgement and I'm sure he earned the trust of management long ago in this regard, but it wouldn't be unreasonable to think that other captains (and/or pursers) could be entrusted in the same way...
In fact, it seems like a great idea, and Capt. Flanagan's story goes to show that it can work. Perhaps that example should filter to the rest of the fleet.
Aug 28, 07, 6:25 pm
#68
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So, you may have seen a recent thread that quotes a WSJ article about Capt. Denny Flanagan. The article mentions that Capt. Flanagan routinely purchases McD's or other food for inconvenienced pax during irrops, and goes on to mention that UA reimburses him for such purchases.
As I wrote over in that thread, if one captain can be empowered to do this, perhaps other captains (and maybe pursers) can also do the same. Of course, Capt. Flanagan appears to have a long history of good judgement and I'm sure he earned the trust of management long ago in this regard, but it wouldn't be unreasonable to think that other captains (and/or pursers) could be entrusted in the same way...
In fact, it seems like a great idea, and Capt. Flanagan's story goes to show that it can work. Perhaps that example should filter to the rest of the fleet.
As I wrote over in that thread, if one captain can be empowered to do this, perhaps other captains (and maybe pursers) can also do the same. Of course, Capt. Flanagan appears to have a long history of good judgement and I'm sure he earned the trust of management long ago in this regard, but it wouldn't be unreasonable to think that other captains (and/or pursers) could be entrusted in the same way...
In fact, it seems like a great idea, and Capt. Flanagan's story goes to show that it can work. Perhaps that example should filter to the rest of the fleet.
Aug 28, 07, 6:37 pm
#69
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I sort of agree with you... although my point was that it clearly doesn't require an executive, since at least one pilot can and does do this same thing, and management apparently endorses it without a problem (at least as far as was mentioned in the WSJ article). Maybe they don't want to implement this as an official policy fleet-wide due to concerns about judgement calls, etc... I don't know. But if one pilot can do it, I suspect plenty of others could... or pursers, GAs, etc.
There is a policy for meal vouchers, but that's when you're still at the gate. If you're stuck on the tarmac or at an unfamiliar airport with no gate crew, that's when the on-board crew has to take the initiative.
There is a policy for meal vouchers, but that's when you're still at the gate. If you're stuck on the tarmac or at an unfamiliar airport with no gate crew, that's when the on-board crew has to take the initiative.
Aug 28, 07, 6:42 pm
#70
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Not only is it a great Idea, the fact his actions are a very sparse exception just goes to show how much UA doesn't get it. Why aren't the pursers and GA's proactively handing out meal vouchers and more in such cases. It further shows that UA has no real plan for irrops and that is just
Certainly some McFood is is a great gesture for inconvenienced passengers, and captains and VPs who order it are doing good things for passenger loyalty, but really, if this became really common, UA would lose a competitive edge, much as they would have lost one if they were still serving meals on the planes.
Aug 28, 07, 8:02 pm
#71
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You are SO right about Joanne Calabrese, fastair! I had the great pleasure of working with her early in my career with UA in Reservations and later in CS. I also worked as her administrative assistant for a few years prior to becoming an f/a and can tell you firsthand that she is awesome.
If we had more top execs like her, this company would not have as many problems. I have never met anyone else here who is as involved and caring of both customers and employees as Joanne is. She started her career well over 30 years ago as a clerk and has worked her way all the way up to VP status - I have nothing but admiration for her.
If we had more top execs like her, this company would not have as many problems. I have never met anyone else here who is as involved and caring of both customers and employees as Joanne is. She started her career well over 30 years ago as a clerk and has worked her way all the way up to VP status - I have nothing but admiration for her.
I agree with both! Several years ago, I had a "matron from hell" experience at the ORD RCC. I was so upset I wrote a letter to Graham Atkinson. Several weeks later, I received a personal call from Joanne Calabrese inquiring about my experience. To say she was a "gem" would be an understatement. We had one of the most pleasant and informative conversations I've ever experienced with a CS employee. She took the time to listen, ask questions and really understand my concerns. I left the conversation with the confidence that my complaint would be properly handled ( I never saw that agent again, let alone in the RCC). It was only after some research I realized just who I had been talking to. That a person of her responsibility took the time to address my individual complaint made a lasting impression on me. I'm glad to see she has promoted and been recognized for her performance!! ^^
Aug 28, 07, 8:08 pm
#72
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I agree with both! Several years ago, I had a "matron from hell" experience at the ORD RCC. I was so upset I wrote a letter to Graham Atkinson. Several weeks later, I received a personal call from Joanne Calabrese inquiring about my experience. To say she was a "gem" would be an understatement. We had one of the most pleasant and informative conversations I've ever experienced with a CS employee. She took the time to listen, ask questions and really understand my concerns. I left the conversation with the confidence that my complaint would be properly handled ( I never saw that agent again, let alone in the RCC). It was only after some research I realized just who I had been talking to. That a person of her responsibility took the time to address my individual complaint made a lasting impression on me. I'm glad to see she has promoted and been recognized for her performance!! ^^
Sep 4, 07, 4:29 am
#73
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Another interview from the San Francisco Chronicle...
http://www.sfgate.com/cgi-bin/articl.../BU57RRKSH.DTL
United is trying to make up for lost time. Higgins is hoping to bring some Disney magic to an industry that hasn't been associated with magic in ages. And she's doing it in the face of competition from archrival American Airlines, which this summer created a position of managing director for customer experience, and prosperous, service-minded Asian and European carriers that have avoided many of the U.S. industry's recent travails.
"The skills I used at Disney are transferable and similar," Higgins, an upbeat woman, said at San Francisco International Airport, which United is using as a test bed.
"The skills I used at Disney are transferable and similar," Higgins, an upbeat woman, said at San Francisco International Airport, which United is using as a test bed.
High-paying frequent business travelers are crucial to United; its premium customers, just 8 percent of all United's fliers, generate 36 percent of passenger revenue. And SFO, a gateway to the booming Asia-Pacific region, has the highest number of high-paying customers in United's global system, according to spokeswoman Robin Urbankski, which is why the airline is trying out changes there, she said.
In recent weeks, United has been busy sprucing up its reservations stations, doubling the number of automatic check-in kiosks at SFO's Terminal 1 from eight to 16, and pushing more real-time flight information to passengers. The airline is working especially hard to court high-paying travelers, who are whisked to the front of security lines and boarded separately. High-fliers walk down a real red carpet at the airport gateway, where a United worker lifts a red rope to allow them to board at their leisure.
In recent weeks, United has been busy sprucing up its reservations stations, doubling the number of automatic check-in kiosks at SFO's Terminal 1 from eight to 16, and pushing more real-time flight information to passengers. The airline is working especially hard to court high-paying travelers, who are whisked to the front of security lines and boarded separately. High-fliers walk down a real red carpet at the airport gateway, where a United worker lifts a red rope to allow them to board at their leisure.
Sep 4, 07, 4:38 am
#74
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I did the same, and received a return phone call from her personally. We specifically talked about the poor service all-around at IAD.
