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Will UA Take Over More UAX Customer Service?  
User currently offlinemalaysia From United States of America, joined Nov 1999, 3330 posts, RR: 0
Posted (3 years 7 months 1 week 17 hours ago) and read 6288 times:

It looks like according to the IAM, that United Airlines will handle customer services for UAX gates at SFO in april.

so SkyWest will no longer handle the customer services at SFO? Is UAX at IAD above wing handled by AWAC? well is the goal to integrate and now have mainline handle all UAX customer service at all hubs such as ORD and IAD as well?

I was at IAD and noticed AWAC still handles UAX ramp after it use to be DGS, and I even noticed AWAC had IAM representation.


There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
24 replies: All unread, jump to last
 
User currently offlineas739x From United States of America, joined Apr 2003, 6086 posts, RR: 24
Reply 1, posted (3 years 7 months 1 week 17 hours ago) and read 6258 times:

UAL will take over customer service and Operations here at SFO. Ramp contract extended 3 years. (SFO)
Other cities with other carriers, your guess is as good as mine.

The trend appear to be UAL looking at taking over more customer service. That is what was basically told to OO employee's in SFO. Again, as above we will see station to station.

Personally I do not see them taking over any UAX ramp operations anywhere.



"Some pilots avoid storm cells and some play connect the dots!"
User currently offlinemalaysia From United States of America, joined Nov 1999, 3330 posts, RR: 0
Reply 2, posted (3 years 7 months 1 week 17 hours ago) and read 6246 times:

Quoting as739x (Reply 1):
Personally I do not see them taking over any UAX ramp operations anywhere.

Somewhere I would see union rampers cringe at the idea of touching express operations for hub at other airlines. Maybe they had the reserved to work big airplanes attitude?



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineas739x From United States of America, joined Apr 2003, 6086 posts, RR: 24
Reply 3, posted (3 years 7 months 1 week 17 hours ago) and read 6220 times:

Or the Union could like the idea as it's more jobs and more job security.

Either way you look at it I don't believe UAL can pay afford a boat load of new rampers when they can get the UAX ramp done by crews making $10-12/hr.



"Some pilots avoid storm cells and some play connect the dots!"
User currently offlineswa4life From United States of America, joined Jul 2009, 385 posts, RR: 1
Reply 4, posted (3 years 7 months 1 week 17 hours ago) and read 6215 times:

Quoting malaysia (Reply 2):
Somewhere I would see union rampers cringe at the idea of touching express operations for hub at other airlines. Maybe they had the reserved to work big airplanes attitude?

It's actually the other way around. Union rampers should cringe that covered work has been outsourced away from them..


User currently offlinemalaysia From United States of America, joined Nov 1999, 3330 posts, RR: 0
Reply 5, posted (3 years 7 months 1 week 16 hours ago) and read 6179 times:

Quoting swa4life (Reply 4):
It's actually the other way around. Union rampers should cringe that covered work has been outsourced away from them..

But UAX equipment and policy is outsourced anyway. for SFO, it is all SkyWest operations and aircraft, so they could come with their own handling operation regardless of thinking work is outsourced from mainline



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineswa4life From United States of America, joined Jul 2009, 385 posts, RR: 1
Reply 6, posted (3 years 7 months 1 week 16 hours ago) and read 6155 times:

Quoting malaysia (Reply 5):

But UAX equipment and policy is outsourced anyway. for SFO, it is all SkyWest operations and aircraft, so they could come with their own handling operation regardless of thinking work is outsourced from mainline

You're right, the entire regional operation for the most part is outsourced and labor as a whole is NOT happy about it. It's out sourcing plain and simple. These companies come in and pay way lower wages to their employees. It's not much different than sending work overseas to poor nations with low labor costs.


User currently offlinemalaysia From United States of America, joined Nov 1999, 3330 posts, RR: 0
Reply 7, posted (3 years 7 months 1 week 16 hours ago) and read 6093 times:

Quoting swa4life (Reply 6):
You're right, the entire regional operation for the most part is outsourced and labor as a whole is NOT happy about it. It's out sourcing plain and simple. These companies come in and pay way lower wages to their employees. It's not much different than sending work overseas to poor nations with low labor costs.

Well a SkyWest employee might be unhappy having their someone else (mainline UA) handle their own equipment.



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineGoldenshield From United States of America, joined Jan 2001, 5970 posts, RR: 14
Reply 8, posted (3 years 7 months 1 week 16 hours ago) and read 6059 times:

Quoting malaysia (Reply 7):
Well a SkyWest employee might be unhappy having their someone else (mainline UA) handle their own equipment.

Interesting you should mention that:

http://www.flightglobal.com/articles...hree-skywest-crjs-in-november.html

Two of the 3 were taken out by mainline UA rampers.



Two all beef patties, special sauce, lettuce, cheese, pickles, onions on a sesame seed bun.
User currently offlineCoairman From United States of America, joined Dec 2010, 115 posts, RR: 0
Reply 9, posted (3 years 7 months 1 week 9 hours ago) and read 5813 times:

At CO in the hubs in CLE, EWR, and IAH all above and below the wing positions are carried out by mainline CO employees. I think that maybe the new approach with the new UA will be to have this trend carry forward toward the PMUA hubs of SFO,DEN,LAX and IAD.

CLE for CO is mostlly a regional operation of Expressjet, RP, Commutair and Gulfstream. All positions in Customer Service and Ramp are by CO Mainline personnel. CO in CLE provides excellent customer service with CO agents. You do get what you pay for and this is one fine example in my own opinion.



Patience Can Be A Virtue.
User currently offlinedl767captain From United States of America, joined Mar 2007, 2539 posts, RR: 0
Reply 10, posted (3 years 7 months 1 week 9 hours ago) and read 5797 times:

How is this handled by other airlines? Every time I fly United I have a problem if it involves a "United Express"flight. There's a problem and UA basically tells me to call SkyWest etc to deal with it and they refuse to do anything. Maybe this will make UA do more when there's a problem with UAX?

User currently offlineas739x From United States of America, joined Apr 2003, 6086 posts, RR: 24
Reply 11, posted (3 years 7 months 1 week 9 hours ago) and read 5767 times:

Quoting Goldenshield (Reply 8):

Your right!

Fortunately for us, the ramp side has been extended 3 years here! Time will tell what the UA/CO combination comes up with in other cities.

Incident 1, though all SkyWest crew, could happen to anyone and probably does every winter.

Incident 2, UAL

Incident 3, SkyWest policy is to have a ramp sup's do all airstart to avoid this very thing.



"Some pilots avoid storm cells and some play connect the dots!"
User currently offlineCoairman From United States of America, joined Dec 2010, 115 posts, RR: 0
Reply 12, posted (3 years 7 months 1 week 9 hours ago) and read 5755 times:

Quoting Coairman (Reply 9):
At CO in the hubs in CLE, EWR, and IAH all above and below the wing positions are carried out by mainline CO employees. I think that maybe the new approach with the new UA will be to have this trend carry forward toward the PMUA hubs of SFO,DEN,LAX and IAD.

I apologize. What I meant was that all CO Express and Connection flights in the CO hubs has for a long time, and currently, is being serviced by CO agents only. This is ramp and customer service. I am hoping with the new UA that alot of the outsourced united express positions in the PMUA hubs will be insourced back to mainline, which was just announced in SFO.



Patience Can Be A Virtue.
User currently offlineilovepabst From United States of America, joined Dec 2006, 102 posts, RR: 0
Reply 13, posted (3 years 7 months 6 days 20 hours ago) and read 4676 times:

Quoting as739x (Reply 11):
Incident 1, though all SkyWest crew, could happen to anyone and probably does every winter

Ground handled by Delta.


User currently offlineniele1 From United States of America, joined Jun 2008, 4 posts, RR: 0
Reply 14, posted (3 years 7 months 6 days 20 hours ago) and read 4647 times:

UA mainline employees have been working UAX in ORD, both above and below the wing, for the past few years. Every three years or so the express contract comes up for rebid. In DEN OO was the lowest bidder so they got to keep the express operation. The IAM has been working with UA for the past few years trying to bring UAX work back to mainline employees

User currently offlinenwaesc From United States of America, joined Aug 2007, 3380 posts, RR: 9
Reply 15, posted (3 years 7 months 6 days 20 hours ago) and read 4597 times:

Quoting as739x (Reply 11):
Incident 1, though all SkyWest crew, could happen to anyone and probably does every winter.

Nothing gets a heart going fast like feeling your pushback starting to slip; especially if you're in the middle of a turn...



"Nothing ever happens here, " I said. "I just wait."
User currently offlinebriguy1974 From United States of America, joined Aug 2005, 133 posts, RR: 0
Reply 16, posted (3 years 7 months 6 days 15 hours ago) and read 4200 times:

niele1, for the record oo is almost never the lowest bidder in the express contracts. While ua was in bankrupcy oo bid on ord and was not the lowest bidder. Bankrupcy judge told ua they had to take the lowest bidder. It went to air wisconsin and turned out to be a disaster. UA had to take over due to air wisc failure. The story is that UA asked oo to come back to ord after that. OO had shut down the whole ord region after losing the ord contract and told ua...thanks but no thanks. Three years ago when oo bid on cs and ramp at sfo oo was not the lowest bidder. Ua picked oo bases on performance.
For the record ORD has been the worst performing hub in the express system for all of UA for three years running. In all areas...from baggage to on time to damage equipment.


User currently offlineFWAERJ From United States of America, joined Jun 2006, 3716 posts, RR: 2
Reply 17, posted (3 years 7 months 6 days 14 hours ago) and read 4138 times:

Quoting briguy1974 (Reply 16):
For the record ORD has been the worst performing hub in the express system for all of UA for three years running. In all areas...from baggage to on time to damage equipment.

I believe that. I've had nothing but bad service on the ramp from UAX at ORD. Flights from FWA arrive at the ground-level E gates, so you have to encounter the ground crew. 20-minute connection at ORD due to delays? Frostbitten on the tarmac from 12-degree snow and freezing rain? Valet-checked luggage with your business laptop dropped by rampers into a puddle? The UA rampers don't care about it. Eagle's ground at ORD is infinitely better than UAX at the same airport - and Eagle (Connection, too) gates all have jetways for those nasty ORD winters.

On the other hand, CO's ground at CLE was very good back when I flew through CLE last year, when the FWA-CLE route was still running. The Q200 headed toward FWA had a delay, but the CO staff kept us informed about flight delays and were very nice. I hope that the PMCO employee spirit will transfer in some form or another to PMUA employees.



I don't work for FWA, their tenants, or their ad agency. But I still love FWA.
User currently offlineskyrat From United States of America, joined Mar 2007, 173 posts, RR: 0
Reply 18, posted (3 years 7 months 6 days 3 hours ago) and read 3935 times:

Quoting briguy1974 (Reply 16):
niele1, for the record oo is almost never the lowest bidder in the express contracts. While ua was in bankrupcy oo bid on ord and was not the lowest bidder. Bankrupcy judge told ua they had to take the lowest bidder. It went to air wisconsin and turned out to be a disaster. UA had to take over due to air wisc failure. The story is that UA asked oo to come back to ord after that. OO had shut down the whole ord region after losing the ord contract and told ua...thanks but no thanks. Three years ago when oo bid on cs and ramp at sfo oo was not the lowest bidder. Ua picked oo bases on performance.

Actually OO lost the ground handling contract to Comair which turned into REAS. I believe this is after they exited Bankruptcy. Comair underbid OO by 30% at our station(according to our regional mgr.). SKW didn't lose the whole Chicago region either. However, they lost quite a number and ended up telling UA that it wasn't worth it to keep the remaining stations. I believe the contract is up this coming spring for the chicago region, as it's been 3 yrs now(the length the contract was according what was told to my station). UA would be smart to dump REAS and go with SKW. This coming from someone that has worked both companies. REAS is horrible and has such a horrible relationship with their employees compared to SKW. But I'm not seeing SKW coming back to the ORD region to ground handle, but could be wrong.



flown:146,a319,a320,717,722,733,735,738,744,752,763,772,crj2,crj7,crj9,dc9,dc10,e135,e145,e170,e175,frj,md80
User currently offlinebhmdiversion From United States of America, joined Dec 2008, 457 posts, RR: 0
Reply 19, posted (3 years 7 months 5 days 18 hours ago) and read 3822 times:

SkyRat... THat is exactly what is going on. Being that I was furloughed from OO, the RD have told us that we need to make sure our addresses and phone numbers are still current so (if and when a recall happens) we can be notified first. I know in some stations, OO is not too happy with DGS, ZW, or RE. It would be nice to get that travel seniority back, but I dont think it will happen before my furlough expires.

User currently offlineCubsrule From United States of America, joined May 2004, 22710 posts, RR: 20
Reply 20, posted (3 years 7 months 5 days 17 hours ago) and read 3765 times:

Quoting swa4life (Reply 6):
You're right, the entire regional operation for the most part is outsourced and labor as a whole is NOT happy about it.

...which is sort of ironic, since it's labor that chose that path.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineskyrat From United States of America, joined Mar 2007, 173 posts, RR: 0
Reply 21, posted (3 years 7 months 5 days 12 hours ago) and read 3644 times:

Quoting bhmdiversion (Reply 19):
SkyRat... THat is exactly what is going on. Being that I was furloughed from OO, the RD have told us that we need to make sure our addresses and phone numbers are still current so (if and when a recall happens) we can be notified first. I know in some stations, OO is not too happy with DGS, ZW, or RE. It would be nice to get that travel seniority back, but I dont think it will happen before my furlough expires.

Maybe they can extend the furloughs. I see it as a no brain decision to go back to SKW in the chicago region. Not a ground handling company that has nothing to do with UA except ground handle them.



flown:146,a319,a320,717,722,733,735,738,744,752,763,772,crj2,crj7,crj9,dc9,dc10,e135,e145,e170,e175,frj,md80
User currently offlinemalaysia From United States of America, joined Nov 1999, 3330 posts, RR: 0
Reply 22, posted (3 years 7 months 5 days 9 hours ago) and read 3551 times:

Piedmont probably would do very well over REAS anyday, as an alternative to AWAC or Mesa. but I am sure OO is overall one of the best in regard to ground handling maybe along with maybe QX?

I do not know much info in regard on how well MQ does in comparison



There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
User currently offlineskyrat From United States of America, joined Mar 2007, 173 posts, RR: 0
Reply 23, posted (3 years 7 months 5 days 9 hours ago) and read 3523 times:

I believe MQ does a good job ground handling. Compared to REAS and DGS who doesn't? Nothing against REAS employees as there are some really good people out there. REAS is just not run very well and doesn't give their employees the tools they need.


flown:146,a319,a320,717,722,733,735,738,744,752,763,772,crj2,crj7,crj9,dc9,dc10,e135,e145,e170,e175,frj,md80
User currently offlinecommavia From United States of America, joined Apr 2005, 11407 posts, RR: 62
Reply 24, posted (3 years 7 months 5 days 8 hours ago) and read 3518 times:

Quoting skyrat (Reply 23):
I believe MQ does a good job ground handling.

At least from an above-wing, customer-facing standpoint, I've always found Eagle among the best among the U.S. regionals.

They're also pretty much the highest-cost operator in their peer group, so it makes sense, and while I know Eagle's attrition and turnover is horrific (by mainline standards), I'm guessing it's probably better than some other regionals - I would guess that it almost certainly has to be better than, say, Mesa, et al.

Unlike some of the horror stories I've heard about regional customer service agents - particularly in hub cities - who are either under-trained, under-staffed, under-resourced, or all of the above, Eagle agents seem to be quite proficient at their jobs. I've flown Eagle quite a lot, and I've never found an Eagle agent who didn't know how to handle any issue I've seen them encounter, from baggage issues, to delays and cancellations, to re-routes (including international PNRs), etc.

While some mainline operators have had to take over customer-facing functions from regionals at hubs to maintain service standards, Eagle still - to my knowledge - handles itself in all AA/Eagle hub cities, and most smaller stations as well.


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