United announced a commitment to “a new standard of caring for our customers.”
United’s shared purpose is “Connecting People. Uniting the World.” We – as one United team – have embraced the opportunity to shape the culture of caring customer service that we want United to be known for. It won’t happen overnight, but we’re more confident than ever that we’ll get there.
As an airline, we’ve embarked on a journey that will reveal the character of our people and our passion for customer service.
That’s a wonderful platitude. When you dig into what they’re actually offering though there’s little to suggest more than “business as usual” despite their pledge to ‘transform’ exactly that.
- Free Live TV on 211 DirecTV-equipped planes, which is less than one third of their mainline fleet. Many carriers, including even American, already offer this (and on more planes).
- Redesigned app which launched last week. Arguably it provides better organization of information.
- New planes coming along with unspecified improvements to be announced later (they’re “excited about some improvements (which we’ll announce later this year)”
- Running employees through service training in their principles of “safe, caring, dependable and efficient”
- Bonusing employees with a new program that will deliver less money than before.
I love the sentiment, but according to United’s announcement that’s all there appears to be behind it.
Of course anything is better than the recent history at United of dragging and beating a passenger in the aisle, killing a dog in the overhead bin, and shoving a 71 year old man to the ground and threatening to take away his miles for complaining.
the convicted kentucky felon doesn’t have my sympathy vote. it’s funny how the whole world loves supporting the convicted felon.
@henry LAX
WTF are you on about? Do people like you just see any comment field on any website anywhere and just barf up gibberish into it unsolicited everywhere you go? Is this just how your mind works?
How about a new standard of CATERING
Wait but Scott Kirby signed it. That nullify’s it.
No one should believe United cares about its customers if they keep Scott Kirby around.
I’m not a United-basher, I’m 1K and fly them frequently, but I must say that after the difference between what was promised for Polaris business class and what has been offered, I can’t imagine anyone would believe one of their ad campaigns.
(And yes, food and beverage is one of the areas where they are at the bottom.)
@henry LAX,
Let’s NOT overlook the irony that United’s CEO, Oscar Munoz, availed himself of rich people’s “justice” and with his many millions in the bank, bought his way out of Grand Theft for his (contractor’s) theft of public property (beach sand to replace the washed out dunes in front of his multi-million dollar oceanfront vacay home) valued in excess of $25,000 all while keeping his job as CEO, that for most of us would’ve (at a minimum) would’ve likely seen us fired in shame (and WITHOUT a multi-million dollar Golden Parachute plus a lifetime of other luxe benefits); sentenced to the county jail for many months, plus parole and community service (also at a minimum); along with a criminal record for our theft for a certain amount of time (if we’re lucky enough to have our records expunged for good conduct/behavior during whatever period of time is stipulated in any plea deal – or perhaps even for the rest of our lives.
So, please, none of us are SOOOOOO PERFECT and so ’judgey wudgey’ to suggest that the CRIMINAL beating Dr. David Dao was subjected to (under CEO Munoz’ watch no less, and for which Mr. Munoz tried to pass off as insignificant at first, and until the media firestorm and resulting PR Disaster) is of any less importance simply because of any past criminal record Dao may have.
Fact is, saint or sinner, the beating Dao took was a stand-alone situation completely unrelated to his past conduct, and the airline, legally, as well as in the court of public opinion, was deemed as being completely, and inexcusably in the wrong – NOT Dr. Dao, who rightfully was paid a considerable sum of money as well deserved compensation for an uncalled for and unjust beating and public humiliation NO PASSENGER (be it him or anyone, which just as easily could be most of us) should ever be subjected to.
Especially when it’s public record that but for rich people’s “justice”, the CEO of the company would have a criminal record now, too.
Just sayin’!
As a former 1K and Million Miler who resides in a United hub, I can say that if they gave a damn about their passengers I would likely still fly United. I gave up in 2012. . I fly more than ever but now only about 3-4 flights a year. (only in an emergency) They’ve got a long way to go before I ever consider giving any of my hard-earned money to United
Oh, and that’s his (“contractor’s” – wink, wink 😉 😉 ) – in the above!
So United is adopting Alaska’s “Commitment to Kindness” program that Alaska’s in-flight crews have been backing for some time?
Although there’s a world of difference between Alaska’s wonderful employees and United’s employees, I’ll admit that this is a great Stage 1 for United addressing the problem with employees’ treatment of passengers. Way ahead of AA’s silent denial of employee behavior.
That is, until Kirby hacks and slashes this program to pieces.
I would settle for the traditional standard of honoring commitments, such as the promises sold to Lifetime United Club members.
OMG, someone (Gary) didn’t get a free upgrade?
.
When will people understand that no one at UA touched Dr. Dao or instructed the CPD to injure him? How many people accept that the FA apparently didn’t realize that a live animal was in the bag obstructing the leg area?
All carriers are trying to improve customer service in an era of more demanding, entitled passengers and misleading incidents on social networking, where some people are simply looking for a payday.
Should take HenryLAX’s comments with a heavy, heavy, biased grain of salt as usual
As a former United flyer, I will only fly United in the future as a only option available.
It’s not just the crews and a not give a damn attitude but their whole customer service needs to be fixed from the top down.
In my 30 years of flying never seen more rude, self righteous indignant employees, especially in ORD.
I flushed all my miles with United. Only AA which is not perfect, but miles and years ahead of United. It’s not a operation problem it’s an entire customer service department problem.
@Jeff Campbell
AA not only has a customer service department problem, but on operational problem.
I fly UA for one reason, I value miles (Maldives, Singapore, Australia, Greece) – MileagePlus gives me a good value out of the US3 and that to me is the biggest sign of customer appreciation.
Living close to ORD, I wouldn’t mine AA except for the fact that their operation is a complete shit show. I’ve been passed over for upgrades since I wasn’t at gate, app doesn’t give me enough info, delay updates are terrible (AA, you REALLY think you can turn a 321 in 19 minutes? seriously?). My time is better spent flying UA. In ORD they often cancel flights the night before (morning flight)/morning of (evening flight) if they know their is going to be a weather issue. Simple fix! Take me 2 minutes to rebook myself onto a flight.
@UA-NYC – I just figured that ol’ Henry scored some top notch acid, given that his rantings are technically in English, but have zero meaning or relevance.
As to these promises, they have Scott Kirby written all over them, as somewhere between little and none of this is likely to benefit customers or employees.