AirCalSNA
Topic Author
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Why Do United Employees Have Such Bad Attitudes?

Thu Mar 31, 2011 6:07 pm

I flew two United flights over the last two days that were fine from a logistical perspective ... we arrived early both times and the planes looked good inside and out. I was surprised, however, by the listless attitudes of the ground and flight staff I came in contact with. They weren't overtly rude and they got the job done, but there wasn't any sort of enthusiasm or even interest in what they were doing or the people they were serving. They seemed very harried and unprofessional (for example, the cabin announcements by the flight attendants bordered on unintelligible they were so rushed and perfunctory). Is there something about the culture at United that allows or inadvertently encourages this sort of attitude? Is everyone discombobulated by the merger?
 
RJLover
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 6:13 pm

Every single airline out there has good and bad employees, and every employee has good and bad days. It is poor form to lump every UA employee into the same category after only seeing a handful on a couple of flights.

[Edited 2011-03-31 11:14:44]
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toobz
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 6:20 pm

RJ is correct. However I have flown UA alot and they are my least favorite of the legacies. Every airline has bad crew, and yes including DL!! haha bet nobody thought they would ever hear me say that  
 
bobnwa
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 7:07 pm

Quoting AirCalSNA (Thread starter):
I flew two United flights over the last two days that were fine from a logistical perspective ... we arrived early both times and the planes looked good inside and out. I was surprised, however, by the listless attitudes of the ground and flight staff I came in contact with. They weren't overtly rude and they got the job done, but there wasn't any sort of enthusiasm or even interest in what they were doing or the people they were serving. They seemed very harried and unprofessional (for example, the cabin announcements by the flight attendants bordered on unintelligible they were so rushed and perfunctory). Is there something about the culture at United that allows or inadvertently encourages this sort of attitude? Is everyone discombobulated by the merger?

Are you seriously sugesting that two flights on UA or any airline is enought to decide if that carrier employees have good or bad attitudes?
 
Maverick623
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 7:26 pm

Quoting AirCalSNA (Thread starter):
Is there something about the culture at United
Quoting AirCalSNA (Thread starter):
Is everyone discombobulated

Wait.... so over the course of two days (and probably 2 different stations), you're demonizing an entire worldwide workforce of over 80,000 people?

You cannot possibly be serious.
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SANFan
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 7:37 pm

Seems about 3 weeks ago there was a very similar thread here on A.net with "NW" as the subject instead of this one's "UA".

I wonder which airline will be selected next?

Ridiculous...



bb
 
carbon787
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 7:37 pm

@AirCalSNA:
I have flown UA countless times in over 30 years and they are no better or no worse than the many other airlines I've flown in that period.
As has already been mentioned, there are good and 'bad' crews who have good and bad days on ANY airline.
So after only two flights on UA, one cannot make a judgement on the quality of their crews.
 
AADC10
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 7:41 pm

It depends on the day and time. UA has been short staffed and they often have long "holdovers" (overtime) which no doubt does little for attitude. The 30% pay cut has not helped either.
 
N766UA
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 8:06 pm

I flew 4 UA flights last week, and I generally felt the same way, with 2 exceptions: the pilots, and 1 F class F/A. The pilots on all my UAL flights are the only ones making announcements who sound like they care AT ALL- and they do actually seem to really like their jobs! On one leg, the Capt even came out and introduced himself to all the F class pax, handing out A320 cards with his email address on them. On the other flight, the F/A taking care of F class was very friendly and helpful, but his other 3 co-workers seemed miserable.

I guarantee some of it is a result of snotty, unhelpful pax, though. Boarding my first flight, nobody acknowledged the F/A, so she just stood there with her head down. When I got through the doorway I said "good morning!" to her and it was like I'd given her a big box of chocolates or something.
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chopchop767
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 8:25 pm

Any company that is as large as United is, there are going to be inconsistencies in the level of customer service. Hotel chains are the same way, sometimes you get a wonderful person to check you in, who is enthusiastic and genuinely does care, and other times, you're an inconvenience and should promptly hand over your credit card and move out of the way.

Timing can have something to do with the experience too. This is especially true on international flights when the crew is returning to their station in the States.

Quoting N766UA (Reply 8):

" I guarantee some of it is a result of snotty, unhelpful pax, though. Boarding my first flight, nobody acknowledged the F/A, so she just stood there with her head down. When I got through the doorway I said "good morning!" to her and it was like I'd given her a big box of chocolates or something."

Couldn't agree more! I'm not saying that the airline personnel should get their butts kissed for service, service, secondly, and safety primarily, is their job. Although at the same time, when you have silver members who act like they've flown one million miles instead of 25K and then you have people who never fly at ALL, AND expect the world and then throw their garbage at you, I'd be a little bothered too. Again, sometimes a smile and a thank you goes along way. No matter what line of work, people like to have their humanity recognized.
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AirCalSNA
Topic Author
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RE: Why Do United Employees Have Such Bad Attitude

Thu Mar 31, 2011 8:33 pm

Yes, I agree that two flights is a pretty small sample, but I was nonetheless struck by the contrast to Southwest, where the ground and in-flight crew convey more enthusiasm for their jobs and customers. The United folks I came in contact with yesterday performed in a notably perfunctory manner. Most of them seemed actively to avoid any form of eye contact. The pilots/co-pilots on both flights were a different story, of course. They gave off a professional and polished air.

I have flown AA in the past as well, and not nearly as often as United. But even from those few AA flights I got a much more "professional" feeling from the ground and flight crew. I know I'm not alone in this perception, as I have read the very same comments on websites that rate the airlines. So the experience on one or two flights can't be completely discounted.
 
united319
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RE: Why Do United Employees Have Such Bad Attitude

Sat Apr 02, 2011 5:15 pm

I've had the opposite experience between AA and UA. I try to avoid AA at all costs for several reasons, but I encounter more rude people at AA than I do UA. All customer service fields have bag eggs. Also you encounter grouchy legacy carrier employees being rude because of their treatment over the years by management and their customers who get ruder and more cranky because of managements cutbacks. Yes I know, everyone can say "so quit if it's so bad". Thats easier said than done for people who have worked there for over 20 years. I am lucky to have jumped ship from UA to a much fresher airline before the doom and gloom mentality effected me. The legacy employees have taken pay cuts, lost retirement, and are embarassed these days of the products they are offering on the ground and in the air consisting of "al a carte" pricing, aging dingy airplanes, corporate speculation, job security, etc. It can be very contageous. It's not just the legacies, i've had more than my share of "debbie downers" at WN.
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tommy767
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RE: Why Do United Employees Have Such Bad Attitude

Tue Apr 05, 2011 4:07 pm

Quoting united319 (Reply 11):
I've had the opposite experience between AA and UA. I

Me too. AA managment is worse than UA's these days, hence why I firmly believe I've had worse treatment as a passenger on AA. Last AA flight I had was in first class in 2009 on MIA-MCO-EWR and the f/a's couldn't care less on each leg.
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sw733
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RE: Why Do United Employees Have Such Bad Attitude

Tue Apr 05, 2011 6:02 pm

Quoting TOMMY767 (Reply 12):
AA managment is worse than UA's these days, hence why I firmly believe I've had worse treatment as a passenger on AA. Last AA flight I had was in first class in 2009 on MIA-MCO-EWR and the f/a's couldn't care less on each leg.

This just goes to show how vastly different experiences people can have on the same airline. I am AA ExecPlat and I fly AA a ton, most recently Sunday, and have many more good experiences with staff than I do bad experiences. Very telling of how these big airlines, like AA, like UA, like DL, like all the others, can present such amazingly different customer service experiences.
 
robso2
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RE: Why Do United Employees Have Such Bad Attitude

Tue Apr 05, 2011 7:06 pm

enough said on this thread. One or in this case, two, poor experiences does not categorize an entire company. Fact.
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jetblast
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RE: Why Do United Employees Have Such Bad Attitude

Tue Apr 05, 2011 7:46 pm

Quoting robso2 (Reply 14):

enough said on this thread. One or in this case, two, poor experiences does not categorize an entire company. Fact.

I can agree with this. I find it interesting because I have flown a considerable amount with UA and have yet to come across anyone I would consider 'miserable' or 'unpleasant'. That being said, my very first Delta mainline flight had a less-than-exemplary crew.

Does it mean I judge the entire Delta workforce based off one trip? Absolutely not. That is ridiculous.
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