UALPHLCS From , joined Dec 1969, posts, RR: Posted (10 years 7 months 2 weeks 6 days 6 hours ago) and read 3358 times:
Got this from our internal news letter:
Operations Update: Performance Remains Excellent
United employees continue to turn in goal-surpassing
and industry-leading operational performance.
"Our performance continues to be terrific," says
Pete McDonald, executive vice president-Operations.
"And not just with on-time departures, but with
customer satisfaction ratings, too. First-quarter
customer service representative ratings for courtesy
and helpfulness and flight attendant service are the
best we've had in 10 years. Customers are telling
us that companywide we're performing better than
Here are some specifics on United's April 1 - 23
* Departures on-time :00 at 79.9 percent exceed the
April target by 14 points and are better than the
same time last year by 8 points.
* Departure completion rose to 99.3 percent against
the goal to complete 99 percent of all scheduled
departures. Controllable completion month-to-date
is 99.7 percent and reached 100 percent on April 17.
* STAR on-time :00 performance reached 87.9 percent,
10 points above goal and 5 points above the same
time last year. STAR performance is on track to
match or beat the best-ever monthly performance of
87.9 percent that was set last September.
United Express (UAX) turned in its best performance
in months. For the week of April 17 - 23 departure
on-time :00 performance rose three points to 78
percent; controllable completion rate was close to
perfect at 99.6 percent; STAR departures were on
time 86 percent of the time; and the UAX mishandled
bag rate was the best for 2003 at 6.5 per 1,000.
The company's Cargo Performance Index (CPI) for
April 13 - 19 was slightly below goal at 94.9
percent, surpassing April 2002 performance by 7.6
Front-line Employees Lead the Way on Improved
As noted above, customers are pleased with more than
United's on-time performance. Marketrak ratings for
the first quarter of this year were strong, with
significant improvements in a number of categories
that drive customer satisfaction. Leading the way
was Customer Service representative courtesy and
helpfulness, which was at its highest first-quarter
level in 10 years and higher than any full-year
rating over that same period. Flight attendant
service was at its highest quarterly rating ever in
the past 10 years, while Reservations service
remained above goal.
The North America rating for Customer Service
representative courtesy and helpfulness rose 7.2
points in the first quarter to 61.3 percent,
compared with the same period last year.
Internationally, CSR ratings for the quarter were up
6.6 points to 62.4 percent.
"We have been working hard to improve CSR courtesy
and helpfulness ratings for several years and have
seen a steady upward trend since 2001," explains
Larry De Shon, senior vice president-Airport
Operations. "With role-playing about how to handle
oversold flights and other stressful situations, we
have provided tools and training to help CSRs on the
job. We also have communicated the importance of
every customer to United's recovery effort. The
response from CSRs has been tremendous, putting us
in position to have one of our best years ever if we
can maintain our current momentum."
The category of check-in efficiency also showed
significant movement, with an increase of 5.2 points
in North America and 7.2 points for international.
According to Market Research, the improvement is due
in part to CSR efficiency and in part to the
deployment of more EasyCheck-in units.
Marketrak ratings for flight attendant service,
which have been consistently high for many months,
also reached a 10-year high in the first quarter.
The North America rating was up 2.9 points to 59.2
percent, while International flight attendant
ratings were up 1.9 points to 60.1 percent.
"Our flight attendants are working harder than
ever," says Charlie Ahmes, managing director-Onboard
Service, "and we are very proud of the high level of
service they have maintained, despite many
distractions. We have supported their efforts in
tangible ways, by enhancing the role of pursers,
providing them with additional tools, conducting
more frequent performance meetings and establishing
teams to focus on how to better serve customers in
specific markets, such as the Atlantic and Pacific.
"Most important, though," he continues, "are the
intangible qualities flight attendants bring to each
interaction with our customers. By being themselves
with customers and relying on their individuality,
our flight attendants are playing a key role in
maintaining customer loyalty to United during these
Overall, Reservations Services Marketrak ratings for
the first quarter continued to meet their customer
satisfaction goals. Reservations employees
sustained their high level of performance at one
point above goal for North America and 3 points
above goal for International.
Tony Bedalov-director-Reservations Sales and
Operations, notes, "This is quite an accomplishment,
given the multitude of events that have impacted
Reservations and other front-line employees,
including the Iraq war, SARS and the financial
challenges facing the industry."
UALPHLCS From , joined Dec 1969, posts, RR: Reply 4, posted (10 years 7 months 2 weeks 6 days 6 hours ago) and read 3281 times:
IS Anyone but WN making money?
However, UA's strong preformance gets people in the door, and makes them more likely to repurchase next time. It repairs the damage inflicted by the "Summer of 2000." It slows the loss signifigantly.
If UA is losing money at a slower rate than its competitors than when the economy begins to rebound and the summer season is upon us, UA will begin to turn a profit sooner.
In addition would WN be profitable if they did not have a reputation for good service? Deserved or not, WN's reputation for ON-time and good service helps people get over the fact that they are riding around in a no-frills operation. As people have often noted WN's prices are not what they used to be, and the majors prices have come down as well. I
f price no longer plays a major role in a hypthetical purchase then service becomes the next purchase indicator. If the Majr airline has got the service reputation to match or exceed the LCC, then the major will get the passenger.
Bottomline is that service is as important as price in a customer's mind.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 5, posted (10 years 7 months 2 weeks 6 days 5 hours ago) and read 3270 times:
So what r u saying B747-437? UA is not going to survive? Currently all the indicators show that the hysterical pessimism in January and February was blown way out of porportion.
Where you one of those who said UA would be dead by now? Now we show conflicting evidence and its all in our minds? "We don't want to break thier bubble?" What bubble? That UA is now in a position to grow stronger again? Why is it that CO is the only airline that people allow to return from Chapter 11? US has done it.
I cited reasons that UA's strong preformance matters to the bottom line. All you come up with is a post that inflates your post numbers.
If you have something to contribute to the discussion like flyf15 did then fine. If all you want to do is add childish background noise go into the non-aviation section. Let the adults have a discussion.
RayChuang From United States of America, joined Jun 2000, 7866 posts, RR: 5 Reply 6, posted (10 years 7 months 2 weeks 6 days 5 hours ago) and read 3263 times:
I think UA will be one of the first airlines to make a major recovery, mostly because the airline was among the first to immediately take all necessary steps to get their costs down. It really helps that UA is a founding member of Star Alliance, by far the best-integrated airline alliance in the world.
Kellmark From United States of America, joined Dec 2000, 678 posts, RR: 8 Reply 7, posted (10 years 7 months 2 weeks 6 days 5 hours ago) and read 3212 times:
These kinds of press releases certainly help, but they don't necessarily mean anything except that the airline is running well, but not whether it is recovering financially. These press releases look like they were written by the same guy who used to write them for Eastern Airlines. It also ran a great operation with a high completion factor and far fewer passenger complaints. The only problem was, the company was running out of cash at the time. Now, I am not saying that I want United to go out of business, or that it is not important to run a good airline operationally. It is. When people are challenged, they often do their best work. But with that the cash has to come in or all of the rest just doesn't matter.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 8, posted (10 years 7 months 2 weeks 5 days 23 hours ago) and read 3079 times:
Again I understand that this is an internal Company newsletter. I mentioned that in the original post. But, I really can't understand how you can say that operations do not affect the bottomline.
The better UA does the better the intent for repurchase, the better for the bottomline.
You can only cost cut a company so far. After that the company has t preform well to make money.
The SARS outbreak appears to be getting under control. The war in Iraq is fundementally over, and summer is on the way. UA's preformance is putting it in great position to take advantage of the improving situation.
Travelin man From United States of America, joined Mar 2000, 3376 posts, RR: 0 Reply 9, posted (10 years 7 months 2 weeks 5 days 22 hours ago) and read 3072 times:
I'm definitely happy for United. As UALPHLCS said, the more people that have a good experience on United (on-time, happy employees, etc.), the more they will come back. I have to say that I think the significantly reduced schedule of all airlines has helped with the on-time performance (not that crowded anymore).
I truly wish United well. As a former Premier Executive (don't have status because I don't fly as much anymore), I appreciate the service and network United provides. I definitely don't want to see them disappear!
Pmcdonald From , joined Dec 1969, posts, RR: Reply 10, posted (10 years 7 months 2 weeks 5 days 22 hours ago) and read 3049 times:
Old Saying: "There's a pony in that pile of s_it somewhere".
Perhaps UA will stage the greatest comeback of an airline. We can hope so anyway. I say congrats to the employees of UA for maintaining a positive attitude (for the most part anyway-from the ones that I have had the occasion to deal with) in these tough times. Keep up the good work.
OPNLguy From , joined Dec 1969, posts, RR: Reply 11, posted (10 years 7 months 2 weeks 5 days 22 hours ago) and read 3037 times:
>>>If price no longer plays a major role in a hypthetical purchase...
These days, that's a -big- if.
One of the reasons, IMHO, that SWA, JBLU, and AirTran are making money not just their cost structures, but their pricing structures. An increasing number of people, especially business travelers, are no longer willing to get hit with high last-minute walk-up fares, and they're either not traveling, or looking for better values.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 12, posted (10 years 7 months 2 weeks 5 days 19 hours ago) and read 2977 times:
My hypothetical was meant to highlight what preformance can do for an airline. In the real world All things are NOT equal. A guy could choose UA over WN not becasue of performance or price or FF mileage program but simply because he's traeling to the Northern suburbs and O'hare was more convienient.
Majors pricing has been coming down based on pressure from LCC's, and LCC's prices are creeping up based on rising labor costs and because they have a product in demand. There appears to be an uneasy ballance right now with LCC's and major carriers fares being roughly equal. Individual ruotes and deal vary wildly.
My hypothetical as simply stating that all things being equal a major carrier like UA generating big performance numbers can only help.
Performance is an important peice of the puzzle that customers use to choose a carrier. I NEVER said it was the only one.
Ual777contrail From , joined Dec 1969, posts, RR: Reply 13, posted (10 years 7 months 2 weeks 5 days 17 hours ago) and read 2955 times:
Everything runs in cycles, right now the low fares will thrive. Soon you will see the low fares become second shelf airlines again after the majors cut cost and get their budgets where they need to be.
United is doing better, so what if there are people on this forum who don't think so, big deal.
Artsyman From United States of America, joined Feb 2001, 4745 posts, RR: 36 Reply 14, posted (10 years 7 months 2 weeks 5 days 17 hours ago) and read 2941 times:
STAR on-time :00 performance reached 87.9 percent, STAR performance is on track to match or beat the best-ever monthly performance of 87.9 percent that was set last September.
I want to burst the bubble, UAL will not lead the industry this month. While I cannot be sure that Continental will win this month, I do know that Continental is a few % ahead of UAL for April. If all goes well for the last two days, Continental will be close to 90% for the month. At the moment we are at 88.5% ontime
ps, yes I know I am being petty and silly, well done to UAL also
DCA-ROCguy From United States of America, joined Apr 2000, 4420 posts, RR: 35 Reply 15, posted (10 years 7 months 2 weeks 5 days 17 hours ago) and read 2945 times:
United's going to have to work hard to win back people like my parents, 10-year Mileage Plus members and international travelers, who were hit with arrogance after arrogance for years, and in 2002 turned to LCC's and AA. They won't let me book them on UA when they travel.
On-time performance and courtesy can only help. But how is UA on treating FF pax these days? I"ll never forget how UA refused to rebook them on another ORD flight after an LAX-ORD flight was canceled in 2001. They weren't paying, you see, they were redeeming FF miles. UA forced them to go through a less convenient hub (IAD) and forced them off their IAD-ROC flight for more fuel, made them overnight at IAD. Or the time they were made to sit all day at ROC during a mysterious unexplained 'mechanical problem' on an A319, at a time when the mechanics' union was fighting with management.
UA's got a great route system and outstanding alliance reach. If UA gets competent management, its unions cease treating customers like pawns in battles with management, and treats all customers well instead of just the highest-paying, it has as good a chance as any other network carrier of being a long-term survivor.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 16, posted (10 years 7 months 2 weeks 4 days 21 hours ago) and read 2844 times:
Item 1) B747-437B must no have anything but childish things to say. He hasn't been back to engage in a meaningful conversation.
Item 2) Jim I can certainly understand your parents annoyance with past performance. I would be annoyed too. But how can a company win a customer back if they don't give them the chance? UA has turned a corner. Like Chrysler in the mid 80's they had to prove that thier quality had improved. UA can do the same, but they can't force people on the plane. I am SURE they have had similar exeriences with AA. Yet I bet they have been willing to brush them aside. This isn't to excuse the lack of understanding your parents had to cope with.
I am sure that if the situation had been handled better Your parents would have had a better experience. As my thread shows CS quality has improved dramatically since the experience of your parents.
AS for your last thoughts I think UA has shown for 4 months that it has competent management, much more compentent and honest than AA, a company you parents profess to like. The Unions have 6 year deals as of today, and all during the renegotiating process service went UP.
Employees and unions could have been very bitter over the paycuts we had to endure, but noone ever took that bitterness out on a customer. There have been no "strange mechanicals" No Crew delays.
Ec From United States of America, joined Dec 2000, 81 posts, RR: 0 Reply 17, posted (10 years 7 months 2 weeks 4 days 20 hours ago) and read 2809 times:
Not to diminish the accomplishment, but how many spare aircraft does UAL have at the moment? CO is kicking but this month. HP has a completion factor of 99.6% I believe, and OTP should come in at about 88% not too shabby. HP also just won best frequent flier program! They have come a long ways from a few years ago.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 21, posted (10 years 7 months 2 weeks 2 days 8 hours ago) and read 2622 times:
Check out the other numbers B747, you like to focus on just one number. How about the cash burn number of $ 2 million a day. New work rules and and the wage reductions kick in in May amouting to a savings of $7 million a day. You do the math smart guy. The people who do this math for a living, UA DIP financers are happy with UA's progress.
We will see in a few months 747, barring any terrorist events on US soil UA will meet and surpass all of its DIP provisions this YEAR.
How can you be an aviation consultant you don't seem to be very informed about this subject.
UALPHLCS From , joined Dec 1969, posts, RR: Reply 23, posted (10 years 7 months 2 weeks 2 days 8 hours ago) and read 2606 times:
In the press realse Tilton admits that UA was hurt by fears of chapter 7 incited by the press but he alos noted that UA's advance booking for the summer are way up and those fears are subsiding. Wall Street is regaining confidence int UA. Look at the recovery of the stock price.
L.1011 From United States of America, joined Aug 2001, 2209 posts, RR: 10 Reply 24, posted (10 years 7 months 2 weeks 2 days 8 hours ago) and read 2599 times:
I think its all uphill for United now. Look at their assets. The best of any US major. Great route system, great planes, great employees. If it weren't for moron-boy Steve wolf, United wouldn't have come close to Ch11.
//// UNITED WILL STAND
25 B747-437B: Check out the other numbers B747, you like to focus on just one number. I am not going to argue with you, mainly because you probably won't even under
26 UALPHLCS: Oh I see lets insult someone when we don't have a logical agrument to put forward on how a company will die when they are losing 2 mil a day and savin
27 UA744Flagship: B747-437B, UAPHLCS's set of questions is one I would love to see answered
28 ConcordeBoy: Regretfully, I doubt that you could afford my fees anyway on an IAM salary. Whoa! Methinks Mendis just connected below the Gucci line!
29 MD88Captain: From a "road show" with DAL flight ops management types 2 interesting tidbits came out: 1. UAL (according to DAL analysis) is a 50/50 chance for Chapt
30 UALPHLCS: When was this DAL roadshow? Like I always said about Gordon Bethune, getting info about a compteitor is like getting information from "Baghdad Bob." I
31 Ouboy79: US Airways had no choice on emergence. If they didn't do it by March 31st, they would have lost their Visa/MC merchant account and would have lost how
32 Ladevale: A note of warning... UA claims to have obtained 2.5 billion dollars in employee concessions (a combination of work rule changes and wage reductions).
33 AA717driver: Ladevale--To answer your questions about the AA contract, AMR didn't rape the employees, they just drugged us with the threat of bankruptcy, then had
34 Keesje: It really helps that UA is a founding member of Star Alliance, by far the best-integrated airline alliance in the world. ? interesting, didnt know tha
35 MD88Captain: That DAL roadshow was last week. But in fairness I never believe anything those guys have to say anyway. A great deal of time was spent defending mana
36 ConcordeBoy: Keesje, Though I agree with you that Star is nowhere near "the best-integrated airline alliance in the world"; the case can also be made that NW/KL ar
37 N79969: I think in light of UA's financial performance, this title of this thread is too sanguine. United is still in business and that is a feat in and of it
38 Ual777contrail: What amuses us most at UNITED is the fact, yes we are in bankruptcy , and yes we lost 1.3 billion but do you think that we are going to announce if we
39 IndustrialPate: No way, now is the time to get rid of all our right offs and milk the chap.11 cow. Keep telling yourselves that!
40 Artsyman: people say we haven't made a dime since 2002? ************* This is why most people think you guys don't get the program...., things are serious, yet
41 Ual777contrail: ARTY, YAH, I'm still holding my breath. There are two kinds of people in this world, those who think that people or companies can stage comeback and a
42 N79969: Ual777Contrail, UAL Corporation is not making money. Period. UAL has a greater chance of liquidation than any other carrier right now. Although the po
43 Artsyman: UAL777, One of your fellow United posters was trying to imply that secretly UAL was actually making money, and was duping the public etc.... I comment
44 B747-437B: Where is b747-437? He wont respond? What a wanker. B747-437B is in the middle of a VERY busy week (20k+ miles of travel this week alone - all on Star
45 Artsyman: Today the S&P dumping UAL debt down to D rating stating that the airline is defaulting on payments, and has stated that they will further default on o
46 UALPHLCS: Oh I agree B747 has been nothing but well reasoned: Sssshhhhhhhhh.... don't bust the bubble. ///U N I T E D will stand etc... Get with the program! Re
47 Speedport: Whoa, wait a minute. No one is withholding airport fees from regional airports. United is engaged in a shrewd bankruptcy strategy of welching on bonds
48 UALPHLCS: Just to add a bit on Speedport's post. US Airways did just this very thing a few weeks ago regarding PIT. It getting to the point with some, that desp
49 B747-437B: Ok, time for me to sit down with the numbers and craft a coherent response to some of the misconceptions being spread around here. There is only ONE i
50 UA744Flagship: Sean has laid it out pretty simply here, and the numbers are correct (and disturbing). Good summation, Sean. However, I just don't understand why the
51 N79969: I actually just read that Jamie Baker (or similarly well-known airline analyst) put the chances of UA's liquidation at 10-15% now. I wish I could find
52 ConcordeBoy: However, I just don't understand why the media hasn't been generating as much hoopla about this as before. Because Scott Peterson didnt kidnap Elizabe
53 UALPHLCS: United airlines has substancial hurdles it must clear in order to maintain DIP financing. 1Q was the easiest. DIP lenders understood that stemming to