Tag Archives: customer service

To Jeff Smisek, CEO of United Airlines

TO: Jeff Smisek, CEO United Airlines

FROM: Everett Maroon, Mileage Plus Member XXXXXXX

DATE: 9/4/2012

RE: Series of poor service incidents from UA Staff

Please let me begin by saying that I appreciate the challenges present for commercial air carriers in the United States today. Your recent merger announcement with Continental is of course predicated in part on finding efficiencies in both business models and improving the destinations and flight coverage for passengers overall. I can’t imagine what pressure your business must be under regarding the logisitics of such a large merger of corporate climates, staff, benefits packages, strategies for future development, and heck, the terrible cost of jet fuel these days.

Because of these oft-reported limitations and tensions, I have been willing to put up with a certain level and number of inconveniences as a frequent traveler–the disappearance of the in-flight meal (they weren’t very good anyway), and later, of the small bag of pretzels, the addition of checked bag fees, and the changing, increasingly invasive security process, which I understand is not under the control of the airlines. Along with these shifts I’ve seen consequences for how I travel–I head to the airport much earlier than before, I plan for snacks ahead of time, I bring only certain bags that are within weight limits or will fit in such-and-such an overhead compartment. I have rejiggered my traveling strategy because now I have a 1-year-old child, and I acknowledge that my customer experience expectations have evolved because of all of these changes from the airlines, the world we live in, and my personal life. Read More…

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