As experienced on United this week: - Hand out warm chocolate chip cookies as passengers de-plane. - If a passenger asks for a couple of decaf coffee pouches, give them 16
It's a new broom. Let's see how long that lasts.
United Airlines Announces Changes to Improve Customer Experience
21–30 of 40 posts
Re: United Airlines Announces Changes to Improve Customer Experience
#22> Eliminate the red tape on permanently lost bags by adopting a "no questions asked" policy on lost luggage. What on earth does this mean?
This means that just like insurance companies often do they put up roadblocks hoping that someone just peters out and decides it's not worth their time to pursue. At the very least even if they don't you buy time and can use the money (that you would have to pay) for cash flow purposes.
This is both in obvious and non obvious ways. One way can be by simply making it hard to communicate with someone who has the authority to solve your problem and keep bouncing you around or taking extra time to respond to claims and even questions.
Re: United Airlines Announces Changes to Improve Customer Experience
#23Earlier quoted context omitted.
> Calling United's call center to get a resolution isn't a "temper tantrum." It is the correct course of action in the circumstances. So disobeying flight crew instructions, then law enforcement instructions, and finally insisting on working your way through first-line support at the company's call center while you single-handedly continue to delay an entire flight is the correct course of action in that situation? T…
United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Law enforcement got involved in a civil dispute between a customer and company and then battered that customer on behalf of that company. There was no safety or security justification for law enforcement to be involved at all. The flight wa…
>United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request.
Sorry, but that's hyperbole. I'm fairly confident the interaction didn't go down as: "Hello, we have an uncompliant passenger refusing to leave the aircraft at gate XYZ. Please come down and beat the shit out of him for us, thanks!"
>Law enforcement got involved in a civil dispute between a customer and company and then battered that customer on behalf of that company.
Ignoring the continued hyperbole, the dispute became more than a civil dispute once he refused flight crew instructions to leave the aircraft.
>There was no safety or security justification for law enforcement to be involved at all.
There was once a passenger demonstrated they're not willing to comply with the flight crew. Contrary to popular belief, commercial aircraft are not glorified busses.
>The flight was delayed due to United's actions (kicking passengers off to board crew, after the flight had already been seated).
Yes, but his actions then delayed the flight much more than it otherwise would have been. A minor delay due to crew positioning is a small price to pay if it means not having to cancel an entire flight of passengers down line.
>The passenger was asserting their contractual and legal rights, ...
Then argue that to your heart's content after deplaning. The aircraft you're being told to leave isn't the proper forum for legal and contractual disputes.
Re: United Airlines Announces Changes to Improve Customer Experience
#24> Eliminate the red tape on permanently lost bags by adopting a "no questions asked" policy on lost luggage. What on earth does this mean?
This means that just like insurance companies often do they put up roadblocks hoping that someone just peters out and decides it's not worth their time to pursue. At the very least even if they don't you buy time and can use the money (that you would have to pay) for cash flow purposes. This is both in obvious and non obvious ways. One way can be by simply making it hard to communicate with someone who has the author…
So they previously were asking you questions, when they failed to deliver your luggage?
"Excuse me sir but we must ask, did you leave this item in the care of any untrustworthy individuals since you last saw it?"
"Yes...your staff."
Re: United Airlines Announces Changes to Improve Customer Experience
#25Earlier quoted context omitted.
United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Law enforcement got involved in a civil dispute between a customer and company and then battered that customer on behalf of that company. There was no safety or security justification for law enforcement to be involved at all. The flight wa…
> United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Sorry, but that's hyperbole. I'm fairly confident the interaction didn't go down as: "Hello, we have an uncompliant passenger refusing to leave the aircraft at gate XYZ. Please come down and beat the shit out of him for us, thanks!" >Law…
"The aircraft you're being told to leave isn't the proper forum for legal and contractual disputes."
That's the only time they really count. It's exactly the place for it. If you can't assert your rights when you need them, they're worthless.
Re: United Airlines Announces Changes to Improve Customer Experience
#26Earlier quoted context omitted.
> United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Sorry, but that's hyperbole. I'm fairly confident the interaction didn't go down as: "Hello, we have an uncompliant passenger refusing to leave the aircraft at gate XYZ. Please come down and beat the shit out of him for us, thanks!" >Law…
"The aircraft you're being told to leave isn't the proper forum for legal and contractual disputes." That's the only time they really count. It's exactly the place for it. If you can't assert your rights when you need them, they're worthless.
>That's the only time they really count.
They also tend to count in context of litigation and social media, all of which can be pursued after leaving the aircraft.
>It's exactly the place for it.
I'm honestly baffled here. It's basically the "I want to speak to the manager!" behavior that so many decry, and yet, it's somehow OK in context of holding up a commercial aircraft to insist you settle your individual dispute right then and there.
>If you can't assert your rights when you need them, they're worthless.
There is no right to be on an aircraft, just as drivers have no explicit right to be on the road. Despite the fact one pays for their car, pays insurance, pays the state all manner of fees, driving remains a revocable privilege should that person not follow the rules. A flight is no different in this respect.
It's like failing to pull over on the shoulder for emergency vehicles, insisting you have a right to remain in your lane. While that might sound proposterous on the face of it, what if the crew that's positioning is operating a flight that's transporting organs? Suddenly the person refusing to give up their seat for crew isn't so righteously justified.
Re: United Airlines Announces Changes to Improve Customer Experience
#27The greater lesson here is to ensure employees don't make a habit of strictly following computerized procedures such as the random number generator that insisted on this particular passenger's seat. Human dialogue and creativity can provide a better solution to problems like these.
Re: United Airlines Announces Changes to Improve Customer Experience
#28Earlier quoted context omitted.
United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Law enforcement got involved in a civil dispute between a customer and company and then battered that customer on behalf of that company. There was no safety or security justification for law enforcement to be involved at all. The flight wa…
> United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Sorry, but that's hyperbole. I'm fairly confident the interaction didn't go down as: "Hello, we have an uncompliant passenger refusing to leave the aircraft at gate XYZ. Please come down and beat the shit out of him for us, thanks!" >Law…
> Contrary to popular belief, commercial aircraft are not glorified busses.
In what way are they not?
Re: United Airlines Announces Changes to Improve Customer Experience
#29Earlier quoted context omitted.
"The aircraft you're being told to leave isn't the proper forum for legal and contractual disputes." That's the only time they really count. It's exactly the place for it. If you can't assert your rights when you need them, they're worthless.
> That's the only time they really count. They also tend to count in context of litigation and social media, all of which can be pursued after leaving the aircraft. > It's exactly the place for it. I'm honestly baffled here. It's basically the "I want to speak to the manager!" behavior that so many decry, and yet, it's somehow OK in context of holding up a commercial aircraft to insist you settle your individual disp…
You confuse inalienable rights with contractual rights. The passenger had a contractual right to be on the plane.
Re: United Airlines Announces Changes to Improve Customer Experience
#30Earlier quoted context omitted.
> United violated their own contract with the passenger. The passenger was attempting to escalate it within United themselves when they were violently assaulted at United's request. Sorry, but that's hyperbole. I'm fairly confident the interaction didn't go down as: "Hello, we have an uncompliant passenger refusing to leave the aircraft at gate XYZ. Please come down and beat the shit out of him for us, thanks!" >Law…
> Contrary to popular belief, commercial aircraft are not glorified busses. In what way are they not?
A bus can't modify the skyline of New York City as easily.