Originally Posted by
SpecialTracking
With the initiation of this program, is United saying that our service is sub par? If so, was the lack of this program the reason for past sub par customer service? Are there other underlying reasons driving the problem?
Agree, this program isn't what it appears. It appears to be for the employees. Really though? Six employees out of over 80,000 are going to receive, in total, less than the W2 of a senior FO?
This is for external consumption. It is part of the advertising and marketing plan to attempt to make the flying public feel that something is being done about the universally acknowledged declining quality of the product.
In particular, it is for the MileagePlus members to feel like they have a voice in fixing the problem--that they themselves have identified through their corporate contacts.
Unfortunately, far more MileagePlus members (and their companies) are probably voting with their feet, rather than in this lame and transparently cynical program, and moving their accounts to other airlines.