rampart
Posts: 1798
Joined: Sun Aug 07, 2005 5:58 am

UA -- How Much Improved?

Sat Feb 06, 2010 3:18 pm

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
 
LAXintl
Posts: 20183
Joined: Wed May 24, 2000 12:12 pm

RE: UA -- How Much Improved?

Sat Feb 06, 2010 6:24 pm

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
 
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UltimateDelta
Posts: 2068
Joined: Sat Sep 29, 2007 7:56 am

RE: UA -- How Much Improved?

Sat Feb 06, 2010 8:26 pm

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
 
tommy767
Posts: 4658
Joined: Sat Aug 09, 2003 12:18 pm

RE: UA -- How Much Improved?

Thu Feb 11, 2010 1:12 am

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.
"KEEP CLIMBING" -- DELTA
 
jetboy2
Posts: 8
Joined: Sun Jan 31, 2010 2:52 am

RE: UA -- How Much Improved?

Sat Feb 13, 2010 1:35 am

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.
 
VC10er
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Joined: Tue Feb 20, 2007 6:25 am

RE: UA -- How Much Improved?

Mon Feb 15, 2010 7:18 am

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!
 
TheCommodore
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Joined: Tue Dec 25, 2007 2:14 am

RE: UA -- How Much Improved?

Mon Feb 15, 2010 9:34 am

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 !
“At first, they'll only dislike what you say, but the more correct you start sounding the more they'll dislike you.”
 
bartond
Posts: 647
Joined: Mon Jul 21, 2003 6:59 am

RE: UA -- How Much Improved?

Thu Feb 18, 2010 9:43 pm

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.
 
kstateinALB
Posts: 538
Joined: Tue Dec 12, 2006 10:22 am

RE: UA -- How Much Improved?

Thu Feb 18, 2010 10:07 pm

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...
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TheCommodore
Posts: 3458
Joined: Tue Dec 25, 2007 2:14 am

RE: UA -- How Much Improved?

Fri Feb 19, 2010 12:22 am

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?
“At first, they'll only dislike what you say, but the more correct you start sounding the more they'll dislike you.”
 
ualcsr
Posts: 348
Joined: Sat May 27, 2006 12:53 pm

RE: UA -- How Much Improved?

Sat Feb 20, 2010 10:03 pm

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?
 
TheCommodore
Posts: 3458
Joined: Tue Dec 25, 2007 2:14 am

RE: UA -- How Much Improved?

Sun Feb 21, 2010 1:02 am

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
“At first, they'll only dislike what you say, but the more correct you start sounding the more they'll dislike you.”

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