VC10er
Topic Author
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Joined: Tue Feb 20, 2007 6:25 am

UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 1:18 am

I am on UA the most by far. Mostly international business and first. I always take the time for the survey. My question is do all other legacy carriers push their survey as much and is there an entity that tracks all of them and reports on the comparative results?
The world is missing love, let's use our flights to spread it!
 
peteschiller
Posts: 23
Joined: Sun Feb 14, 2010 2:26 pm

RE: UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 3:35 am

I like how they only offer the survey when the flight's on time. That can't be a coincidence.
 
UAL747
Posts: 6725
Joined: Mon Dec 13, 1999 5:42 am

RE: UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 3:40 am

Ha, every time I travel United, especially internationally in business or first, they want a survey, and promise awards. The problem is, the recent surveys ask the same questions over and over, worded differently, and they take about 20 min to finish. I always take the extended survey for the "extra" chance to win however many miles they are giving away. I usually rip them a new one when it comes to their customer service and facilities. I mean, I do suppose they want me to be "real" about it.

UAL
"Bangkok Tower, United 890 Heavy. Bangkok Tower, United 890 Heavy.....Okay, fine, we'll just turn 190 and Visual Our Way
 
jkudall
Posts: 389
Joined: Sat Mar 06, 2004 3:21 am

RE: UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 3:44 am

If it is UA themselves taking the survey, the results would most likely be held in house and not released. It is more just a way of evaluating themselves. So if you were to fill out a UA survey card, that information is just going to UA.

UA (and several other airlines) are required to report certain statistics regarding such things as on time data and baggage handling to the Department of Transportation, which they do release to the public. The DOT also gives out information regarding the nature of complaints filed directly with the DOT, but not complaints written directly to the airline. If an airline isn't required to share something, they most likely will not.

There are also a number of survey companies that will ask passengers about their travel experience, but this is usually for all airlines, not just one and usually not at the request of any particular airline. These companies will publish results. An example would be JD and Associates.

[Edited 2010-04-12 20:46:09]
 
mattnrsa
Posts: 360
Joined: Tue Dec 10, 2002 12:27 pm

RE: UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 4:55 am

Quoting peteschiller (Reply 1):
I like how they only offer the survey when the flight's on time. That can't be a coincidence.

This is not correct. Years ago, the survey was offered on pre-determined flights, without any way of knowing whether the flight would be on time or delayed.

The current process is all customers who have flown United in the past seven days can take the survey at ualsurvey.com, no matter whether the flight was on time, early, or late. As an incentive, people who complete the survey are entered into a drawing for 100,000 Mileage Plus miles.
 
AirlineBrat
Posts: 483
Joined: Mon Jan 31, 2005 7:40 am

RE: UAL Survey And Other Airline Survey Results?

Tue Apr 13, 2010 5:53 am

Quoting peteschiller (Reply 1):
I like how they only offer the survey when the flight's on time. That can't be a coincidence.

Not always.....

I just filled out a survey for a trip I took on March 30th. The survey was perfect timing after my trials and tribulations trying to get to Chicago from Arcata. I took 6 days off from work and I cashed in 12,500 miles to fly ACV-SFO-MSP-ORD one way. After two days in Chicago I took Amtrak's California Zephyr to Emeryville, the Amtrak Capitol Corridor from Emeryville to Martinez and the Amtrak bus from Martinez to Arcata. The entire Amtrak trip cost me $595 including a roomette on the sleeper car between CHI and EMY. Affordable first class!!

To make a long story short, our flight was 35 minutes late leaving ACV for SFO due to weather in SFO. I knew I was going to miss my connection and the UAX representative at ACV was no help and told me if I missed my connection in SFO, I would have to stand by for a later flight to ORD. Because I was flying on a saver mileage ticket she could not confirm me on a later flight unless I wanted to pay a change fee. We got into SFO at 10:30am and my SFO-MSP flight was scheduled to leave at 10:50am. After collecting my suitcase from the plane-side cart, I ran full speed from the UAX gates to Gate 69. I got to the gate 7 minutes before the flight was scheduled to leave for MSP. The door was closed and there was no one at the podium. An unhappy camper, I walked to Gate 70 and explained my predicament to the agent at that gate. She told me UA now closes the door 10 minutes early but graciously helped me out. I ended up getting a seat on the 12noon nonstop from SFO to ORD and arrived an hour before I would have connecting through MSP. I later found out UA sent me an e-mail explaining I was rebooked but did not find out until I returned home and regained internet access.

UA sent me a survey and I was more than happy to fill out the extended version. I complained about policies and individuals I felt were not right, and was equally supportive where I felt UA and certain staff were doing an outstanding job. I don't expect to receive any miles. Those usually go to Bob P from Des Moines.
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