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United rising?

May 23, 2006

I had an opportunity to visit with several high-level people at United Airlines last week. Almost everything we discussed was, as they say in journalism, “off the record,” so I can’t get into the specifics.

But a lot of what United is doing is a matter of public record. For example, it just appointed Sean Donohue as its new vice president of “customer experience” — a new position.

And if you talk with United’s customers, you are left with the distinct impression that the airline is trying harder than ever to make them happy.

It’s got a long way to go. The people I spoke with at United candidly admitted that the airline hasn’t exactly been known for its customer service in the past. They want to change that perception.

I’ll be interested to see how Sean is able to accomplish anything, given the fact that resources are limited and the airline is just emerging from bankruptcy. But whether United is able pull it off, or not, I think it deserves some recognition for trying.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

20 comments

  • Joel Wechsler

    Talk is cheap. When I see results, then I will give them recognition, not before.

  • Tommie Imbernino

    As a very busy travel agent who tickets a lot of United I am seeing an airline on its last leg. They have outsourced everything possible, their reservationists are surly and not caring. This is the first problem for any business. Unahppy employees make unhappy clients. They have cut down on their service. Their competitors have more non-stop flights to main cities at a cheaper price. Most of my clients travel first class and I use the A fare as much as possible. UA is at least $200 more than CO or AA and that is a connecting flight. So for their loyal clients, Global, 1K, Prem. Exec, etc., they are making it more difficult to travel United just for that reason. Especially these clients on their higher programs will spend more for a ticket and it doesn’t take long to get them into a status. And other airlines will match each other.

    There, that felt good!

  • Bob Smith

    In some ways United is trying harder–cabin service and food on trans-Atlantic flights is noticeably improved, for one example.

    On the other hand, they have reduced the hours, frequencies and capacity of the O’Hare inter-terminal bus between E2A and C9, a boon for those of us forced to use United Express. Based on recent experience, it is actually faster to trudge from E2A to the C Concourse than waiting for the bus. So, the elderly, the less frequent flyers and families all now have an increased likelihood of missing their connections. Hard to believe that the agent time dealing with rebookings will cost UA less than another bus and driver.

    And forget about the bus before 10 a.m. Do they think that people are faster walkers in the morning? Have they looked at their flight schedules to see that they have several inbound and outbound waves before 10 a.m.?

    What bean-counter came up with these great ideas? (Maybe they’re using the savings for English language lessons for the sloppy and poorly groomed folks who open and shut the doors at the ground level at E2A and C9.)

  • Robert J. Bruss

    If United is improving, as a loyal 1K customer I have yet to see results. It’s still every customer for himself (herself), espeically with United’s many delayed and cancelled flights, especially at O’Hare. Too often United will delay a flight several times and then cancel it by diverting the aircraft to other flights which need a plane. United is obviously very short of planes to meet its schedules, especially 737s. They often put the wrong size plane on so-called Mainline routes, such as using little A319s on SFO-ORD instead of 757s, 767s or 777s. Worse, I’ve been on several scheduled A320 long four-hour ORD-SFO flights where United substituted a “Terrible Ted” plane where the seats are jam-packed. Although I held a confirmed first class seat, because Terrible Ted is all-coach, I got nothing to eat (not even available for purchase!) nor even any free drinks on the jam-packed flight. Next day, when I phoned United’s so-called Customer Relations, I got some woman in India who couldn’t speak understandable English so I had to hang up on her. Why would United outsource its complaint department if the execs really care? So I wasted my time writing a complaint letter to Glen Tilton, part-time CEO. NO REPLY! But United did recredit my confirmed upgrade to my account but with no apology or explanation. Why would United delay a flight one hour and then substitute a Terrible Ted plane on a long-haul 4-hour flight when there were lots of idle regular A320s parked overnight at O’Hare’s terminal? If United is improving, I have yet to see results after its coming out of bankruptcy. That Sean Donahue you mentioned so far hasn’t shown any results I’ve seen. Keep up your interesting articles.

  • Patrick Scott

    I’ve read with some dismay the several articles about poor customer service on United of late. I must say from my perception, their service is getting better. I live in Las Vegas where the only possibility to fly out is Ted. Although all coach, I find the fares attractive and the service adequate for what it is. I frequently fly LAX to JFK on PS and the first class is comparable to many international first class flights and is as close to private jet experience I’m ever likely to have. Business Class on these specially outfitted 757s is also wonderful. I regularly fly United Express into Dayton from Chicago and find their small first class section more than adequate. I fly over 150k miles per year and almost exclusively on United because I believe they are really trying hard to keep my business.

    I should also mention that as a Global Services Member, their specialized attention to the needs of a frequent flyer often go way beyond the call of duty.

  • Karl renz

    I have read that the cockpit crew as well as the cabin staff are supposed to be much more friendly this year. I have flown two Atlantic crossings and a Pacific trip this year as a Global Services 1K but no crew member sofar has spoken to me. Years past the pusar or capitan would come buy and introduce themselves and thank me for flying with UA. Sofar I haven’t seen this. I will be flying UA-933 in C class tomorrow from FRA-IAD. There are plenty of C seats open so there should be plenty of time for the cabin crew to “pamper us”. We’ll see what happens!

  • gbores

    We flew United last fall in the economy class and couldn’t have been happier. I made reservations for my wife and myself and another couple using discount coupons. The reservationist couldn’t have been more helpful and plesant. We were greeted it seemed by every employeed we encountered on our Boise to Kansas City RT flight. Hopefully this will continue and others will experience the same treatment. It appears those previously making comments here weren’t treated as well.

  • mr. herman

    i last flew UAL in July, 2002. It was first class trans-atlantic. i haven’t flown them since.

    i have a nice amount of miles in my account but have been unable to use them, first class seats are always available at double rates. disgusting.

    i have tried booking 1st class to non-popular cities but find the mileage cost (double) absurd. it appears that the seats are always there but not available for the “savings” amounts.

    when i am prepared to fly fully paid 1st class tickets (business not personal) which i understand are the most favored passengers, i’ll be damned if i
    fly UAL. I lost my premier exec status years ago by not flying. i now fly revenue 1st class on CO where i am now a platinum member.

    i laugh when i hear UAL say they are upgrading their service. ha-ha to them,

    i suppose i’ll try them again when they begin flying rocket ships. until then ual, bye-bye.

  • Gregory McGann

    I have to say I still believe in UA..the last leg of my most recent trip encountered a 3 hour late Chicago-PHL departure due late inbound equipment (and it was the friday evening-6pm flight before the Memorial Day weekend)..They actually held the plane as not enough first class meals had been boarded! Small item, but for those of us in first, it was welcome as we were cranky, tired and hungry! And the flight crew kept up their smiles!

  • Jonathan Yarmis

    I’m a million mile flyer on United…but I’m not going to get to two million. I’ve just flown JetBlue. Friendly employees, leg room throughout, reliable, TV that makes the time go by, lower fares…what’s wrong with this picture? What do I get on United now? Employees who don’t care and, if they do, they’re cranky. Not that I blame them, mind you. How long has it been management against employees? How badly did they botch the experiment in employee-owned business? When will management ever realize that the front line employees are the ones who largely determine whether we have a good experience or not? Well, off to JFK I go…to the JetBlue terminal.

  • Joe Flumian

    Of my last 6 flights on UA in the past month 5 were late, one four and half hours, one 1 and half, and the rest at least 30 minutes. Customer service is a joke, no one talks to you and at LAX no one speaks English anymore – at least that you can understand – unbelievable. Used to be a good airline, had one lady in Chicago actually be nice to me but I could tell it was an effort. Management sets the corporate culture and right now these people are in trouble.

  • Karen Fawcett

    Last year, I achieved 1K status and was delighted, hoping it would open up perks, etc. Little did I know that everyone else was handed the 1K card and check-in lines for this premium status would become longer than for those with little or no status.

    What’s even more frustrating is that so many EU bases have closed and there are no longer nonstop flights from Paris to Los Angeles or San Francisco. the Paris base was closed and so it was. I travel a lot and hate changing planes in DC (so crowded) or Chicago (watch out for the weather).

    Plus, having to wait for (or miss) connecting flights make the trips much longer. I find myself now opting for other carriers, that are less expensive, in addition to being nonstop.

    While I am complaining — why hasn’t the second daily flight from IAD to CDG been reinstated? There’s certainly sufficient demand!

  • Tommy Danielsen

    I am also a 1K member. I don’t recognize what Karen Fawcett is describing. I feel I get the recognition I deserve from UA, as a 1K you can use the First Class check in lines. I have over 150 flights on United a year; I have never waited in line more than a few minutes. Most times there are no lines at all.

    The airline industry has changed a lot, everyone knows that. The random coach passenger wants food, Champagne and excellent service and also wants dirt cheap fares. The world doesn’t work like that (only in Winnie the Poohs world)

    I also have my rare problems with United. But as a top tier member of 3 different airlines, I know (and so does all frequent travelers) that all airlines have problems every once in a while.

    And to all you coach, elite AA/CO/DL travellers, enjoy the legroom!

    I am also sorry that the CDG base was closed May 1st. I have connected there many times and got to know these excellent crews pretty well I met some of the people who used to work at that base on my IAD-FRA flight yesterday. They are now commuting to FRA, BRU or LHR to go to work.. What a shame
    …

  • Leigh

    My story is far too long to repeat and it’s all been said anyway. However, permit me to promote United Airlines. They merit Number one on the WORST Airlines list.
    Customer Relations? There are none and that goes for employee training.
    I would rather walk/swim/drive than attempt United experience ever again. L.L.

  • Joe

    At least someone at United recognizes there is a problem, and that as they say is the first step. Is this just eyewash, or a sincere desire to reform the company culture? Will the bureaucracy hamper efforts to make reforms? I hope it doesn’t.

    When we deployed to Iraq, the crews of the United 747s that flew us between Pope Air Force Base and Kuwait were volunteers for that run, so I have a soft spot in my heart for many of the people who work at United.

    United and the other legacy carriers will never be able to compete with Southwest or JetBlue on price, but they can compete by offering better service and comfort (i.e., value for the dollar). We can only hope that United can figure this out, because if they do, the other legacy carriers might follow.

  • Dave Murphy

    Wife and I have been Premier Ex for years along with spending about 100m on United Visa card.

    Service during the flight is definitely improving.

    Customer phone service is terrible. For example I have been trying to get 1200 miles credit from Air Canada Star Alliance for my wife in that they failed to post. Have sent copy of ticket Fed Ex and still nothing. On agent hung up on me and the rest have a screw you attitude. Very annoying.

    Finally, my sons plane from lax to jfk got cancelled and they rescheduled him on a red eye that night. When he was told it was equipment problems six hours before the flight he told them that was bullshit. Gee next thing you know he was booked on a United flight the next hour. Perhaps management should try telling people the truth and hope we are mature enough to understand.

  • Ariana

    United just stranded my sister at the Washington D.C. airport, telling her that they don’t know why she was put on standby… No explanation, they JUST DON’T KNOW WHY. After flying from a 26 hour international ordeal, you’d think that they would have made some effort to rebook her flight or offer her compensation. Not United. She’s stuck at the airport until tomorrow morning for the CHANCE to fly out at 8:45am. If you ask me, this is the worst airline I’ve ever dealt with and I will NEVER fly with them.

  • Jane

    I use to fly out of Dulles every week (early 90s) on nice clean roomy wide body aircraft. Customer service was good for the most part, top to bottom, but would get a bad taste of UAs future every so often.

    After experiencing higher problem frequency, I decided to diversify my travel to other airlines. The more one deals with one airline, the less one likes that airline.

    Sounds like UA experienced KARMA! :)

    I am actually amazed UA did not become extinct.
    Suppose that post 911 government (taxpayer) loan prevented their complete demise.

    UA’s fate is that of Pan AM and TWA, the inevitable has just been delayed.

  • Les Posen

    I made a very last minute decision at end of May to fly to Montreal for the 3rd World Congress on Fear of Flying at ICAO headquarters. Despite my late entry, a place was found for me to present on Virtual reality approaches (I’m a clinical psychologist).

    I hadn’t budgeted for this trip so used a combination of Miles saved (68k) and purchased miles to make it up to the 80K needed for the round trip. But I also wanted to make a side trip to NYC which required extra miles (borrowed from my partner). It was open-jaw stuff, and very complicated but the UA service crew in Australia found a solution for me, and really went the extra miles. Along the way, I was upgraded from back of the bus to Economy Plus (it helps to know airline speak) and I found the service on several legs (via ORD) very good, even with a delay and lost luggage due to a tight connection. The trans-Pacific 747s are really showing their age though, and it’s time – once C class has been upgraded as US recently announced – to do something about cattle class. Perhaps when V Australia (Virgin Australia) starts B777 flights in ’08 we’ll see some real price drops between Ox and the US/Canada.

  • JakeB

    This is in response to Jane from March 07, United actually did not get the loan from the taxpayers. United at the time had the highest paid employees, and George W. Bush felt that UAL’s employees didn’t deserve what they were making. So he denied the application for the loan. That is why United went into Chapter 11, a denied application after we lost 2 aircraft on 9/11. So Ms. Jane you need to do some research before you start throwing out insults to an airline that has sturggled to stay in the air, but has done so against all odds.

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