Fook United Airlines

[Irving]

^That is the only thing I wanted to see come from this. A change in policy to not let it escalate like it did. Id love to see customer service come back in style.

Who needs customer service when you can just email a survey to every customer you've ever had?

[Eric P]

I was booked on a fligHTC yesterday that was full. Got done with a meeting early and was able to be at the airport early. I saw another United flight boarding in 15 minutes. Went to the gate, asked if I could swap flights. They said sure, but it would cost $75. Said no and hung around since the gate was the same as my flight 3 hours later. After everyone was boarded, the CS rephilip 169 the hawk saw I was still there and asked if I still wanted to go, but she would wave the fee since there was a long standby list for my flight, and there were 10 empty seats on this.

Win-win on this even though they waived the fee. They got one extra fare on the books by letting me fly early for no change fee.

[brutal]

Email I just got from them :

Each flight you take with us represents an important promise we make to you, our customer. It's not simply that we make sure you reach your destination safely and on time, but also that you will be treated with the highest level of service and the deepest sense of dignity and respect.

Earlier this month, we broke that trust when a passenger was forcibly removed from one of our planes. We can never say we are sorry enough for what occurred, but we also know meaningful actions will speak louder than words.

For the past several weeks, we have been urgently working to answer two questions: How did this happen, and how can we do our best to ensure this never happens again?

It happened because our corporate policies were placed ahead of our shared values. Our procedures got in the way of our employees doing what they know is right.

Fixing that problem starts now with changing how we fly, serve and respect our customers. This is a turning point for all of us here at United – and as CEO, it's my responsibility to make sure that we learn from this experience and redouble our efforts to put our customers at the center of everything we do.

That’s why we announced that we will no longer ask law enforcement to remove customers from a flight and customers will not be required to give up their seat once on board – except in matters of safety or security.

We also know that despite our best efforts, when things don’t go the way they should, we need to be there for you to make things right. There are several new ways we’re going to do just that.

We will increase incentives for voluntary rebooking up to $10,000 and will be eliminating the red tape on permanently lost bags with a new "no-questions-asked" $1,500 reimbursement policy. We will also be rolling out a new app for our employees that will enable them to provide on-the-spot goodwill gestures in the form of miles, travel credit and other amenities when your experience with us misses the mark. You can learn more about these commitments and many other changes at hub.united.com.

While these actions are important, I have found myself reflecting more broadly on the role we play and the responsibilities we have to you and the communities we serve.

I believe we must go further in redefining what United's corporate citizenship looks like in our society. You can and ought to expect more from us, and we intend to live up to those higher expectations in the way we embody social responsibility and civic leadership everywhere we operate. I hope you will see that pledge express itself in our actions going forward, of which these initial, though important, changes are merely a first step.

Our goal should be nothing less than to make you truly proud to say, "I fly United."

Ultimately, the measure of our success is your satisfaction and the past several weeks have moved us to go further than ever before in elevating your experience with us. I know our 87,000 employees have taken this message to heart, and they are as energized as ever to fulfill our promise to serve you better with each flight and earn the trust you’ve given us.

We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve.

With Great Gratitude,
Oscar Munoz
Oscar Munoz
CEO
United Airlines

I thought they said they were giving me 10,000 miles for my emotional turmoil?

[brutal]

I was booked on a fligHTC yesterday that was full. Got done with a meeting early and was able to be at the airport early. I saw another United flight boarding in 15 minutes. Went to the gate, asked if I could swap flights. They said sure, but it would cost $75. Said no and hung around since the gate was the same as my flight 3 hours later. After everyone was boarded, the CS rephilip 169 the hawk saw I was still there and asked if I still wanted to go, but she would wave the fee since there was a long standby list for my flight, and there were 10 empty seats on this.

Win-win on this even though they waived the fee. They got one extra fare on the books by letting me fly early for no change fee.

See, even that seems kinda dumb to me. If they knew they had to make adjustments, why not offer that up front, perhaps even under the condition they didn't have last minute needs. Who's to say you wouldn't have headed off to the bar or someplace else?

P.S. I hope you got a decent seat. There's often those E+ seats left over from folks that got bumped.

[Gman]

Win-win on this even though they waived the fee. They got one extra fare on the books by letting me fly early for no change fee.

They're so focused on getting every possible buck out of their customers, they're making it tougher on themselves. If accommodating a customer helps you sell more tickets, that should be the policy, not the exception.

[DireWolf]

I will have to give United props for at least starting to learn, but I guess rhe lessons have to be hard sometimes...

Just witnessed them need to involuntarily deplane someone right before takeoff, and from what I could see, they handled it much more professionally and didn't fuck it up (looked legit to me), was deescalated short of requiring force, and the pilot came out to chat (and likely to keep attentions occupied) while we waited.

Sent from my SM-N920T using Tapatalk

[Gman]

Shark attack season will be here before you know it.

...and here we go!

Swimmer injured in shark attack at Southern California beach

[theGinsue]

I received the same email from United a few days ago. It's promising. Probably look to fly United for my next flight. Unlike American, United let's me choose my seat at booking without additional fees.

[Bailey Guns]

I'm so glad I don't have to fly on a regular basis. My most recent flying experience was a one-way from Lewiston to Boise to pick up a truck I bought. Flying out of a little podunk airport is WAY easier than some place like DIA. They almost treat you like a human being...it was nice. We had to actually walk outside to the airplane. And it had propellers.

[TFOGGER]

I'm so glad I don't have to fly on a regular basis. My most recent flying experience was a one-way from Lewiston to Boise to pick up a truck I bought. Flying out of a little podunk airport is WAY easier than some place like DIA. They almost treat you like a human being...it was nice. We had to actually walk outside to the airplane. And it had propellers.

Seating chart by weight? I remember making a flight from SeaTac to Bellingham where we could look over the pilot's shoulder. No beverage service on that one.