Comments on: United Airlines struggles to improve customer service image

By: Margaret Kelley

Margaret Kelley — Sat, 28 Nov 2009 22:55:10 +0000

My flight on United from San Francisco to Shanghai in October was more fun due to the witty, fun flight attendants that served my sister and me. September 8th, I flew a Maui/LAX coach flight that I’m still sorry I didn’t report the unnecessary rude and downright mean flight attendant we had on the evening flight. Incognito in the back of coach in order to fly with friends and not taking advantage of the perks I could have had with my flight status, I found an arrogant attendant with a bad attitude that obviously should long have retired. I’m sixty so I don’t give age an excuse for being crotchity! Her remarks to a tired mother traveling with three small children had everyone’s mouth dropping open!

By: Charlie Leocha

Charlie Leocha — Fri, 27 Nov 2009 17:24:31 +0000

I just arrived at Dulles on a United Airlines flight from Boston. The plane was immaculate and the flight attendants did a great job. If every flight could be as nice as this one, it would be a pleasure to fly.

By: David Farnham

David Farnham — Fri, 27 Nov 2009 15:56:34 +0000

As a low-level elite flyer (Mileage Plus Premier) I have never had a problem with United and have noticed a definite improvement in their customer service over the past year or so.

By: Rob

Rob — Fri, 27 Nov 2009 00:59:41 +0000

Notwithstanding these efforts, United’s service is deplorable. My daughter, a freshman at the University of Washington, was to be home in Albany, NY, for Thanksgiving this morning at 9:20, having taken a late flight out of Seattle. As I write this, she is still in Dulles Airport, where she has been since before 6 a.m. Her flight from Dulles to Albany was canceled, for no stated reason, and she could not be accommodated on the next flight. The last flight out, at 6:30, has been delayed several times. I’m not counting on seeing her today at all. With this kind of service, United’s reputation will remain, and deserves to be, battered. Certainly we’ll be looking to put her on other airlines’ flights from Seattle to Albany for the remainder of her college education, and when I fly on business, it certainly won’t be on United. My expectations for airlines’ performance are pretty low, but United is failing to reach even that modest threshold.

By: Steve Giordano

Steve Giordano — Wed, 25 Nov 2009 19:39:30 +0000

We recently flew United from Seattle-San Francisco-Maui and back and found everything just right, especially the crew’s attitudes. Great customer service on the ground too.

By: Frank

Frank — Wed, 25 Nov 2009 19:32:31 +0000

Hapgood November 25, 2009 at 12:09 pm
Frank, maybe the planes are crowded because they’ve succeeded in their goal of slashing flights and routes to keep up with declining business.
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matching CAPACITY with DEMAND. Yep. Already knew that.

By: Hapgood

Hapgood — Wed, 25 Nov 2009 17:09:53 +0000

Frank, maybe the planes are crowded because they’ve succeeded in their goal of slashing flights and routes to keep up with declining business. If that’s the case, I suppose the executives deserve an extra bonus for their heroic efforts.

By: Frank

Frank — Wed, 25 Nov 2009 15:14:13 +0000

Karen Fawcett November 25, 2009 at 7:53 am
From you mouth to United’s ears. I am locked into flying them and generally have found the planes to be dirty and “tired” not to mention crowded unless I have upgraded to business class using miles and having lots of luck.
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NOT TO MENTION, CROWDED?
so, apparently, United flights are full? crowded you say? meaning, people are booking on them to travel? United is filling it’s planes? Wow, in the business world, that’s GOOD.

By: Karen Fawcett

Karen Fawcett — Wed, 25 Nov 2009 12:53:50 +0000

Charlie:

From you mouth to United’s ears. I am locked into flying them and generally have found the planes to be dirty and “tired” not to mention crowded unless I have upgraded to business class using miles and having lots of luck.

Unless the business seats have been reconfigured to “flat beds” the old seats frequently have one problem or another.

I do hope United will treat the flight crews better. They have many reasons to be cranky which does not give them the right to do it on MY time.

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Wed, 25 Nov 2009 06:12:47 +0000

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