Comments on: United Airlines brand may go for a spin as customer feedback line is terminated

By: davidbaer

davidbaer — Tue, 12 Jan 2010 11:41:17 +0000

Affiliate Marketing is a performance based sales technique used by companies to expand their reach into the internet at low costs. This commission based program allows affiliate marketers to place ads on their websites or other advertising efforts such as email distribution in exchange for payment of a small commission when a sale results.

www.onlineuniversalwork.com

By: Rick Ray

Rick Ray — Mon, 04 May 2009 19:41:54 +0000

United Airlines is by far the worst airline in terms of customer service in the world. What is worse, their employees are often defensive and seem to hate the general public. They are in a terrible downward spiral which puts their customer service rating one notch lower than the DMV and one notch above the British in India. In other words, horrific.

I have found a great way to piss off United employees. Tell them to their face how good Southwest is. It seems to make their blood curdle. I did this several times while waiting for an hour in a customer service line while ONE service rep helped people one problem at a time.

Give up on United. It is only when people refuse to fly them that they will change, or go under. Make a conscious effort NOT to fly them. Support good companies with reliable customer service and care for their clients.

By: Shashank Nigam

Shashank Nigam — Mon, 04 May 2009 02:58:53 +0000

@Susan: You’re right that India wasn’t United’s only call center. But it was the only one people could call in to give feedback. The rest are all booking centers, for reservations only.

By: Susan Wheeler

Susan Wheeler — Sun, 03 May 2009 19:14:30 +0000

India is NOT United’s only call center. They have call centers in Detroit, Honolulu & Chicago. The India call centers were an extreme problem with most United customers. To have someone that is already upset call India for customer service was absolutely absurd anyway… as the initial problem magnified due to the limited communication with India agents who read basic scripts and couldn’t solve a real problem anyway. It was doomed to fail.

By: James McAllister

James McAllister — Fri, 24 Apr 2009 15:12:09 +0000

United totally sucks. They are unprofessional and rude and their entire culture is anti-customer, from their ticket agents to their flight attendants.

None of their feedback and resolution methods worked for me when they destroyed my suitcase, weather delayed my United flight, and I missed my United connection to Japan and had to stay overnight in Chicago at my own expense (“the weather is not out fault,” the agent said but they knew the weather was bad when they boarded me and kept my flight on the ground for two hours waiting for takeoff clearance that resulted in my missing my next flight by 10 minutes). Regarding my destroyed suitcase, they pointed to TSA and TSA pointed back to United.

Eventually I got a flight from O’Hare to Narita but the 13 hour flight was sheer agony, stuffed into the cramped seat with no leg or arm room. The only good thing I can say about it is that the plane didn’t crash.

I’ve been fighting with them for almost a month now, trying to retrieve my login and password for their Mileage Plus frequent flier website so I can enter my mileage. Been going back and forth with email, requests for personal identifiers (date of birth, middle initial, name of my last school attended, etc., etc.). Their information systems are Byzantine and nobody cares. I get a different person every time I contact them.

I’m about to give up on United. Will just never fly with them again, whatever the alternative costs.

By: SimpliFlying » Blog Archive » United Airlines shows how NOT to “fly the friendly skies”. A very sad incident.

Mon, 13 Apr 2009 02:22:00 +0000

[...] written about United Airlines eliminating their only call center, I’ve written about their hidden fees for frequent fliers, but nothing hurts the brand than [...]

By: Gilles Rivet

Gilles Rivet — Tue, 10 Mar 2009 07:36:11 +0000

Memories of a great brand… I enjoyed to “fly the friendly skies”

By: Walter White

Walter White — Wed, 04 Mar 2009 04:55:09 +0000

United has lost touch with it’s very frequent flyers, employees, and investors. They need to completely change their business model. They have too many stale old management ideas circulating in their boardrooms in Chicago. Lufthansa can pay people top dollar with top benefits, have some of the best aircraft, seats, service, facilities, and innovation in the industry – and they make over a Billion $$ in profits! UA & AA continue to not invest in the future, place blame on employees, take away compensation & benefits, reduce Frequent Flyer award benefits and award availability, fly inferior aircraft interiors, and continually lose money. I have news for them – everything they are doing isn’t working! The stockholders should fire the entire upper level management structure including all VPs and start over.

By: Ronald Kuhlmann

Ronald Kuhlmann — Sat, 28 Feb 2009 06:17:25 +0000

United, along with all but two of the other US legacy carriers wrote down the value of goodwill to zero–implying that the brand name no longer has intrinsic value. So they probably don’t care.

By: John Kosak

John Kosak — Wed, 18 Feb 2009 04:28:51 +0000

I’ve had a few bad experiences on United over the last few trips I took. I called the first time and it took them a long time to “see” the error of their ways. Since it took that much effort last time, I didn’t even bother the next time. Why tease us with a feedback line when they obviously aren’t listening to the feedback? They are most likely tired of answering the question about why they still have a charge in place for checked baggage even though the fuel prices that drove the policy to be implemented is long gone.

That’s just my humble opinion.