Glareskin
Topic Author
Posts: 1002
Joined: Fri Jun 03, 2005 9:35 pm

CO Not As Good As UA

Fri Apr 08, 2011 10:44 am

Having read all the stories on this forum about how good CO is and how bad UA I have to share my experience.
Being United 1K for several years now I have to say that I am quite happy with the service that United offered. Now with the merge closed I though it was a good time to take a flight AMS - IAH with the new part of the company. What a dissapointment!
The business class has the worst seats I have ever experienced. The IFE screen is the size of a modern smart phone but with worse quality and not on-demand. On the way over they just ended (not interrupted) the movie for an anouncement and on the way back the quality was so poor with frequent sound interruptions and striping on the screen that I decided to give up on it.
The purser said welcome to everybody who didn't have a frequent flyer number but did not say hello to me as a loyal UA member. The crews where just doing their job but no special attention as always mentioned here.
What most striked me is that the whole communication was Continental. The livery of the plane, all the announcements and the encouragement to enroll in the OnePass system, not once I have heared the name United.
There is still a lot to do Mr. Smisek, and not only on the Chicago side!
There's still a long way to go before all the alliances deserve a star...
 
AA737-823
Posts: 4898
Joined: Wed Mar 01, 2000 11:10 am

RE: CO Not As Good As UA

Fri Apr 08, 2011 10:51 am

Quoting Glareskin (Thread starter):
The business class has the worst seats I have ever experienced.

They're being replaced with flat beds; the 777 and 757 fleet are now fully converted to flat beds with AVOD, in fact, the EXACT SAME MANUFACTURER AND MODEL as your preferred United Airlines flies. Although, UA hasn't bothered to retrofit very many of their 777 fleet yet, just the 747 and 767.

Quoting Glareskin (Thread starter):
What most striked me is that the whole communication was Continental. The livery of the plane, all the announcements and the encouragement to enroll in the OnePass system, not once I have heared the name United.

That's because it's still CONTINENTAL Airlines- it's not yet United. Customer Day One has not yet been reached.

Quoting Glareskin (Thread starter):
There is still a lot to do Mr. Smisek

Indeed there is, yet you speak as though you believe that the entire merger should have been completed between October and present. Hardly; these things take more time. Just ask Delta.
 
blueflyer
Posts: 3633
Joined: Tue Jan 31, 2006 4:17 am

RE: CO Not As Good As UA

Fri Apr 08, 2011 2:46 pm

I would think it would take more than one flight, good or bad, to judge an airlines, but first impressions do matter nevertheless. I think most loyal CO customers would agree that, over the past three or four years, their loyalty has been earned or kept despite the IFE and cabin fixtures overall. CO fell behind the curve compared to other carriers, but it is a cyclical process that UA is going through too. I'll take a new UA cabin over an old CO cabin any day, but an old CO cabin over an old UA cabin any day as well.

I've always held that CO stood above others among US carriers for the quality of its people, both on the ground and in the air. Is it stellar? No. Have other airline employees had the opportunity to rise to CO's level (in my eyes) and fail to do so? Yes. To be fair, while some of it has to do with attitude, I can't always tell whether it's also an infrastructure issue, however. Case in point, to date CO is still the only carrier that has pulled me out of flights after boarding and rerouted me because someone noticed we were so delayed I wouldn't make my connection and there was no alternative at the hub (and the first time it happened, I was a lowly flyer with no status). Other carriers, including UA, have merrily let me go on to a hub I had no hope of getting out of unscathed. Is it because their employees don't care, don't pay attention or don't have the tools to care?

Quoting Glareskin (Thread starter):
The purser said welcome to everybody who didn't have a frequent flyer number but did not say hello to me as a loyal UA member.

I would be extremely surprised that a CO purser would purposely ignore a Star Gold customer (I don't think their manifest gives them your UA status) while greeting mere peons (and how do you know they were peons anyway). There's more to it than this.

Quoting AA737-823 (Reply 1):
Although, UA hasn't bothered to retrofit very many of their 777 fleet yet, just the 747 and 767.

In that aspect, CO and UA aren't very far off from each other. CO hasn't made a dent in retrofitting its 767 fleet yet, and UA is done with but a handful of 777s so far.
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