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It's easy to chalk this up to whining and ignore it since it comes off as a rant. The problem is that United and its employees don't consider service a priority
by far33d 16y ago
It's easy to chalk this up to whining and ignore it since it comes off as a rant. The problem is that United and its employees don't consider service a priority, not that they have a policy about canceling flights when you skip the original leg. I've had this experience multiple times with United and have found them to be the worst offender of all the legacy airlines.
They are a mess and they are outright hostile to their customers much of the time. I realize that travelers get stressed out and yell a lot and it can be frustrating, but laughing at a customer should never be acceptable.
- rayval 16y agoI agree. I went through a similar experience with United several years ago, and I will never fly them again unless the choice is walking. As the article points out, there are structural problems with their pricing, their policies (and how they communicate them), and most importantly their customer service culture (or lack thereof).
- gamble 16y agoThe problem for the legacy airlines is that they started in the pre-deregulation era with excellent pay and benefits for their employees. Deregulation eliminated the financial basis for those salaries, and as a result the legacies have been engaged in a decades-long war with their employees to lower costs. It shouldn't be surprising that customer service is poor when people work in such a hostile environment. There's always a huge difference in morale between growing and shrinking companies. The post-deregulation entrants dont even have to pay more than the legacies; the fact that they're not constantly attacking their own employees is an enormous advantage.