rp2pilot

I agree with you on your first two points. I differ on your last point. I AM cautiously optimistic about the future.

Probe

I wish you the best of luck that your optimism works out. I lost mine through experience.

jetlink

Pilots think they can fix anything, including managing airline, typical type A personalities. The fact is, our scope of responsibilities is limited to showing up to work and do our job safely, efficiently, and according to regulations; that's as far as our good performance go. The passengers, are the one, that need to complain to airlines, and file complains with FAA, and Dept. of commerce to make an airline approach business different way, or simply switch to the competitor to promote good competition.
All I hear, is the same think all the time, how bad our services are, and how it should be done. Well, stop being a pilot and get into management, make a change. You'll soon discover, intricate web of money flow and squeeze from various sectors. For one, they operate to make profits for wall street and hedge funds, two, a single individual sticking his neck out will risk a premature termination of his future career. Three delicate balance between unions, labor relations, and cultures among groups; good example is us, pilots. It's obvious, that CAL side is more willing to play along, run airline in men power negative and choose on incentives to move the rig; were UAL side is more for men power positive, job sharing, and work action to show the management who makes the rig move. Is one side better then the other? No, I believe everything should be in balance and moderation. We make the rig move, in order to provide Good customer service, and push a little to remind management, that we are a vital part of this system, with out destroying our reputation for customer service and jeopardizing our future careers and income.
What is good customer services? In airlines, it's simple, get passangers from point A to B safely, on time, with a smile, in clean, safe, and up to date equipment. That's something that don't exist here in UA. We are doing better on equipment, but take a look on customer service; gate agents are more like DDR Stasi agents; FAs feel like they doing a favorite to pax serving water in half full plastic cup, and god forbid pax push that call button; FAs are not trained to be enforcers, they are indoctrinated by senior FAs to act like one!
Now, you'll say all fault and evidence of poor management; and I'll agree with you, majority YES.
UA has poor training for all of our people involved in customer service, emphasis on FAs and gate agents. They are in complete contrast to Emirates, Qatar, Etihad, or Asian airlines; for one, the labor laws are totally different there, they can discriminate agains looks, and age, Unions are forbidden there as well, something that is prohibited by the law in US; hence back to labor relation.
So the question remains; what can you, as pilot, do in order to change our airline customer service? Remember, we don't what to disrupt the operation, as this directly affects customer service?
Will you fly inefficiently, causing drop in profits? No profit, no profit sharing, lower profits, less money to go around; no money = concessions and layoffs.
Will you call in sick more often? Well eventually, you'll run out of the sick hours, and when you really sick, then what?
If you really want to make a change, start a hedge fund, or investment group, buy enough UAL stock and get enough seats at BOD with majority of voting power.

When I hear people complaining about UAL, I tell them this;

go to https://www.united.com/web/en-US/con...r/default.aspx file a complain,
Call 1-877-624-2660
or write to:
Customer Care
United Airlines, Inc.
900 Grand Plaza Drive NHCCR
Houston, TX 77067-4323
and submit your suggestions, tell them about the things you like, don't like, and things you'll like to see, or experience.
If there is a significant problem and you hear nothing back:
Try:
http://www.commerce.gov/
1401 Constitution Avenue, NW
Washington, DC 20230
1-202-482-2000
[email protected] or http://www.commerce.gov/about-commerce/services

However; interesting enough, majority of complainers are those that fly once every 5 years, not the frequent flyers or pax with high member status.

here's some interesting facts how bad UA is vs DAL, AA:
Top 1,512 complains about DAL based on 235 ratings: Top 1,512 Complaints and Reviews about Delta Air Lines
Top 1,249 complains about AA based on 532 ratings: Top 1,249 Complaints and Reviews about American Airlines
Top 1,181 complains about UAL based on 479 ratings: Top 1,181 Complaints and Reviews about United Airlines
I don't see much difference amongst all legacy operators;

As a pilot, I try to provide the best customer service I can; show up to work fit, on time, fly safe, efficient, and on time. If I'm asked a question I try to answer it within the scope of my abilities, or find a UAL customer representative who can help, or provide info mentioned above.
As an employee, I operate within the contract or file PDR if UAL is not adhering to it. I vote and participate in surveys to institute change in UPA, I train, update all required materials and expect to be paid as agreed by the contract; accurately, and on time; if not PDR, complain, or submit complain to Dept. of Labor Contact Us | United States Department of Labor
...and from time to time, I entertain myself by reading drama on this forum.
Simply put it; I just do my job.

CLazarus

Enjoyed the article. I thought Oscar's initial moves were hopeful and in the right direction, but was not sure if they genuinely signaled a change or were just platitudes. I didn't know that Oscar immediately sought out guidance from Saint Gordon after stepping in. This plus the change in atmosphere at Willis is a great sign that he means what he has been saying. Oscar may not ultimately become a Sainted CEO, but I think it is pretty clear he is going to be a big step up from the depths of Hell.

Jetlink, your post reminded me of something that always makes me chuckle when I read these forums. A lot of folks moan and groan about management incompetence.... and in nearly the same breath say things along the lines of 'they are evil geniuses who are playing us'. Does anyone else see the contradiction here? I don't really think most folks in management are consciously evil and I tend to think a lot of the seeming incompetence is due to the sheer complexity of our operation. For example, when I look at all of the contractual requirements for pilot meals depending on time of day and flight time, I think "of course someone along the way is going to drop the ball occasionally". But, boy some folks will sure delay departure or file PDRs over really petty stuff as if Willis did it on purpose and doing so will force them to fix it pronto. The more complex our work rules are... the more opportunity for things to get mucked up (esp paychecks, grrrrr)... and thus the more folks are given a reason to complain... followed by bitterness and nitnoid fixes in the contract... fixes which then get dorked up again in practice. Kind of a vicious circle, hmmm? Maybe good leadership at Willis can help us escape the vicious circle, but when contract negotiations do open someday I hope we try to help ourselves.

Old UCAL CA

You are correct in your assessment. However, it does go deeper.

Multiple decades ago, United came up on the short end with regard to a couple of descrimination-type lawsuits. Ever since that time HR has been totally obsessed with the concept of "diversity" (not just "ethnicity," age, gender, etc.) hiring. Unfortunately, it has come at the expense of excellence to the point that this company is steeped in mediocrity.

All airlines have to comply with the same rules. Delta and Southwest just do a better job of diversity hiring and maintaining service industry excellence via personality and hiring skill sets. They do a much better job across many labor classifications.

Two contracts (FA's and Tech) would not turn this place. All that would get would be mediocrity without contract issues. Better hiring will.

Just my humble opinion of course...and it's free.

bigfatdaddy

Obama is goin to need a job soon.....maybe HR will headhunt him. He's diverse and mediocre at being mediocre.

full of luv

I think the author would've have retorted that indeed the infrequent traveler is lodging complaints to those websites, but will still fly the cheapest airline the next opportunity.
It's really the high value/corporate travelers that he is commenting that had lost faith in UAL mgmt. to make some changes.
They would just change their business and not bother with any complaint websites.
He spent a good chunk of space in the article alone talking about how UAL mgmt. over analyzed the coffee selection, and still made a decision based on cost over quality (their opinion of course).
Since you do everything in your power to make UAL a great airline with top notch piloting skills, I'd think you'd be thrilled if your mgmt. had the same goal instead of just cutting costs to the point where UAL's product is no different than say Frontiers.
I guess you can compete on quality or cost but it's really hard to compete on both.
I hope that Munoz helps lead UAL to greatness. Happy MLK day!

UAL T38 Phlyer

New message on Flying Together from Oscar tonight.

He's out of the hospital and upbeat, positive, and says he's coming back as-planned; and involved in meetings.

Also cautiously optimistic. My observations: Gate agents and other ops-support personnel seem to speak well of him across the system. FAs; not as much, but certainly more than JS. Mx: no observable change yet. Pilots I've flown with: cautiously favorable, versus widespread loathing of "that previous guy."

SpecialTracking

Actions speak louder than words.

Scrappy

He's been out of the hospital like a week. Let's give the guy a chance huh?