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UA -- How Much Improved?  
User currently offlineRampart From United States of America, joined Aug 2005, 3142 posts, RR: 6
Posted (4 years 7 months 4 weeks 1 hour ago) and read 3210 times:

Over the past 15 years, I've had consistently bad experiences with UA. I can't recall a a flight that worked out well. Hence, I don't fly them frequently now. I'm a CO OnePass member and fly them almost exclusively.

So, I may need a UA flight in the near future as a code-share with CO. How is UA's improvement over the last couple years, and especially as a partner with CO? I'm only interested in the regular cabin, not business or first, I can't afford anything else, so no need to tell me about improvements in the high-end product. Also, how's customer service, bag allowance, lines, on-time performance? I'm particularly interested in opinions that have changed (bad to better, good to worse) over the last year or two. Or, has there been no change?

Thanks!

-Rampart

11 replies: All unread, jump to last
 
User currently offlinelaxintl From United States of America, joined May 2000, 25537 posts, RR: 50
Reply 1, posted (4 years 7 months 3 weeks 6 days 22 hours ago) and read 3189 times:

Where you flying domestic or Intl?

Overall the domestic product has not changed much except many planes are in the process of getting new interiors such as leather seats. For international economy is about the same but with small cabin enhancements on the 763 and 744 fleet also so far part of the new premium product which I think United managed to hit a big home run with.
United does have the Economy+ section of seats in the forward section of cabin with a few inches of extra legroom (god send for many folks) which you can purchase for a few dollars more at booking or check-in time.

Operationally in 2009 UA reportedly had the DOT #1 spot for on-time performance which indicated they have been running a pretty solid airline operationally recently.

At the airport, United has heavily moved towards technology so you are best of checking in on-line or at a kiosk as staffing definitely has been cut-down.

Another plus for many on UA, is channel-9 on the IFE where if turned on by the cockpit you can hear ATC communications.



From the desert to the sea, to all of Southern California
User currently onlineUltimateDelta From United States of America, joined Sep 2007, 2132 posts, RR: 6
Reply 2, posted (4 years 7 months 3 weeks 6 days 20 hours ago) and read 3174 times:

Quoting Rampart (Thread starter):
UA -- How Much Improved?

Not.

Last time I flew them (last May) they wanted $85 dollars for a Y+ seat.

[Edited 2010-02-06 12:29:34]

[Edited 2010-02-06 12:30:03]

[Edited 2010-02-06 12:30:22]


Midwest Airlines- 1984-2010
User currently offlineTommy767 From United States of America, joined Aug 2003, 6584 posts, RR: 9
Reply 3, posted (4 years 7 months 3 weeks 2 days 15 hours ago) and read 3034 times:

They are supposedly a lot better than they were a few years back. I flew UA in december and they have friendly crew, good BOB program, clean planes, and are generally on-time. One of my flights from ORD-EWR got cancelled for an MX issue but they put me up in a hotel for free overnight in ORD. Upgraded to E+ on EWR-DEN for 54 bucks and felt it was well worth it. F class on LAX-ORD-EWR was decent but not nearly the best i've had. Overall I enjoy flying UA and I find them particularly better than CO.


"Folks that's the news and I'm outta here!" -- Dennis Miller
User currently offlinejetboy2 From United States of America, joined Jan 2010, 46 posts, RR: 0
Reply 4, posted (4 years 7 months 3 weeks 15 hours ago) and read 2967 times:

Quoting Rampart (Thread starter):
I'm particularly interested in opinions that have changed (bad to better, good to worse) over the last year or two. Or, has there been no change?


At least for me, United has always been a hit or miss type of situation. I would say that the interiors of their planes certainly still need a lot of work although their new premium products on the 767 and 747 are quite nice. I do think that their hard product is one of United's biggest issues and the fact the aircraft are aging doesn't help. I recently flew them to Honolulu in economy plus there and in first back. On both flights something was wrong with the seat: the headrest didn't work, the tray table didn't stow correctly, etc... Flight attendants have ranged from good to indifferent.


User currently offlineVC10er From United States of America, joined Feb 2007, 2912 posts, RR: 10
Reply 5, posted (4 years 7 months 2 weeks 5 days 9 hours ago) and read 2904 times:
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Overall UA is trying very, very hard to improve in every aspect in all cabins. While not perfect yet, I would give them another chance. I would also contact customer service before ticketing and tell them about past bad experiences- the new customer service reps have been coached to be far more customer friendly than ever before. The concept of getting you back is paramount. They want you bad!
The ac are clean, systems work and the seats far more comfortable than the others....especially economy plus. What a difference 5 more inches in leg room can make! Give them a chance...but tell them! Change happens one pax at a time and take the on-line survey when you finish flying!!!



The world is missing love, let's use our flights to spread it!
User currently offlineTheCommodore From Australia, joined Dec 2007, 2874 posts, RR: 8
Reply 6, posted (4 years 7 months 2 weeks 5 days 7 hours ago) and read 2899 times:

Quoting jetboy2 (Reply 4):
Flight attendants have ranged from good to indifferent.

That has always irked me as well, very inconsistent service on nearly every flight.

Quoting VC10er (Reply 5):
the new customer service reps have been coached to be far more customer friendly than ever before.

I can't believe they have to do this, after all they are running an airline. Other airlines get it right and have done for years, customer service is nothing new in the airline business, but it seem's to be for UA !



Flown 905,468 kms or 2.356 times to the moon, 1296 hrs, Longest flight 10,524 kms
User currently offlineBartond From United States of America, joined Jul 2003, 791 posts, RR: 2
Reply 7, posted (4 years 7 months 2 weeks 1 day 19 hours ago) and read 2820 times:

I agree with most of the thoughts above, both good and bad. I live in Denver and fly UA about 95% of the time (60k miles a year) and overall I am pleased with their product. I have flown every other carrier in the past few years and I never noticed anything especially good during the flight. This includes CO DEN-IAH-CUN, AA in First from DEN-DFW-SAT, and a few flights on Delta, Northwest, and USAir. I mostly fly economy and no product on CO or AA or DL was any better than UA's products except for a few old UA 737's.

UA's check-in experience has always been good to me, whether I'm in Reno or Denver or Dulles. Quick, easy, electronic, and the Premier line is always quick. Their ticketing agents have seemed to smile more over the past few years than they did when I first began flying with them. Flight attendants - for the most part they are solid but of course you get the occasional serious and unfriendly one. But this happens on all airlines, I'm sure of it.

My favorite thing is Economy Plus. Those 5" of extra legroom really come in handy on DEN-IAD or 2-3 hour flights to us tall folks.

To me, UA is at least as good as any major US carrier out there.


User currently offlinekstateinALB From United States of America, joined Dec 2006, 749 posts, RR: 0
Reply 8, posted (4 years 7 months 2 weeks 1 day 18 hours ago) and read 2816 times:

Quoting TheCommodore (Reply 6):
I can't believe they have to do this, after all they are running an airline. Other airlines get it right and have done for years, customer service is nothing new in the airline business, but it seem's to be for UA !

Um, I don't see an issue with that. They are doing their best to get people back flying on them. That's doing more than some other airlines who may not necessarily care if they lose your business...



ALB, DTW, ORD, MDW, MCI, JFK, LGA, LHR, MAD, MSP, IAD, DCA, MCO, ATL, CVG, TUL, MHK, PHL, PIT, DFW, DAL, CLT, IND, AUS,
User currently offlineTheCommodore From Australia, joined Dec 2007, 2874 posts, RR: 8
Reply 9, posted (4 years 7 months 2 weeks 1 day 16 hours ago) and read 2798 times:

Quoting kstateinALB (Reply 8):
Quoting TheCommodore (Reply 6):
I can't believe they have to do this, after all they are running an airline. Other airlines get it right and have done for years, customer service is nothing new in the airline business, but it seem's to be for UA !

Um, I don't see an issue with that. They are doing their best to get people back flying on them. That's doing more than some other airlines who may not necessarily care if they lose your business...

My point being.

Haven't they always had customer service repes being friendly ? why be more friendly now than before?

I would have though that customer service should have always been of the highest quality.

Seem like they missed the bus completely to start with, if you have to retrain people to be even more friendly.

They should have been 100% to start with before getting a customer service position.

Bit like closing the gate after the horse has bolted don't you think?



Flown 905,468 kms or 2.356 times to the moon, 1296 hrs, Longest flight 10,524 kms
User currently offlineualcsr From United States of America, joined May 2006, 485 posts, RR: 1
Reply 10, posted (4 years 7 months 1 week 6 days 18 hours ago) and read 2742 times:

Quoting TheCommodore (Reply 6):
I can't believe they have to do this, after all they are running an airline. Other airlines get it right and have done for years, customer service is nothing new in the airline business, but it seem's to be for UA !

You're obviously missing the point here and as you seem to be posting from Australia, perhaps you're not familiar with US airlines. "Other airlines get it right and have done for years"....well, not necessarily in the US.....the legacies are pretty much hit or miss. The point is UA is trying to change the status quo for the US legacies, while others may not mind staying hit or miss. Do you prefer an airline that's trying to do something about it or one that just sits back and watches from the sidelines?


User currently offlineTheCommodore From Australia, joined Dec 2007, 2874 posts, RR: 8
Reply 11, posted (4 years 7 months 1 week 6 days 16 hours ago) and read 2737 times:

Quoting ualcsr (Reply 10):
You're obviously missing the point here and as you seem to be posting from Australia, perhaps you're not familiar with US airlines.

Correct me if I'm wrong, but legacy carriers are the top end airlines right, like BA, Qantas, Delta United etc. as apposed to LLC like the Ryanair's of the world, if that is the case then I would have thought that these "high" end players (legacy's) would be aiming at best practice in order to keep customers happy No ?

Quoting ualcsr (Reply 10):
Do you prefer an airline that's trying to do something about it or one that just sits back and watches from the sidelines?

Of course I would prefer an airline that does it's be all and end all for the customer, however It just staggers me that America, being a service oriented society can get this wrong. I would have though it should be second nature to a well known legacy, especially for UA, they have been around a long time, it should not be something new for them, IMHO



Flown 905,468 kms or 2.356 times to the moon, 1296 hrs, Longest flight 10,524 kms
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