Well, I'm sure this has been said before but it all really depends on personal opinion. You also have to look at both sides, or all sides.
Being the mediator that I am, I will explain.
Them employees at UA have had it real rough lately, and management doesn't seem to care. So they're probably taking their problems out on the customer.
Why? Because it's easy and you'll never see that person again. Besides, as was said earlier, complaints to customer service are falling on deaf ears.
What would improve the situation, with United? A new direction. Instead of moving in a pattern of MORE CAPITA, MORE CAPITA, MORE CAPITA, why don't they try a different approach.
See, there's only so much you can do as far a buying up everything in site. You might have the most well-known name in the industry, but if your service SUCK, or for some reason you are not treating your real assetts, your customers, like they are valueable to your corporation, well then in the end you're screwed, because people will get tired of you.
Sad thing is, if you buy up the competition then people have no choice. Here in the US, we have anti-trust laws to protect against that, but there's a whole load of BSing un the upper levels before anything is done, so thing like this happen, and go away when it gets out of hand.
What I'm refering to, and I do not mean offense to any UA employees, is that I see UA's managment thinking in a monopolistic sense. I think they'll go as far as they possible can before the gov't steps in ans says "no, no".
As I said I mean not to offend UA employees. They are the real victims here as they're sucked into the capitalism machine. Basically they're pawns used to make everything run, and nothing more.
That is NOT the way a business should operate. The wayit SHOULD be done, is- (Oh darn, I almost said this earlier, sorry I'm ramblin'
The way it should be done is to rather than invest in other people's businesses, with the hopes of merging or aquiring their capita, invest in the employees themselves.
REALLY screen hard for those go-getter, nice to see you I wear a smile types. The friendly go-out-of-your-way types.
Why? Well if you put your money into them, and give them a GREAT working environment, give them pride in their company, and give them a reason to come to work every day besides paying the bills, they'll reward you by being pleasant, content, and that will extend into their work. Because they are happy with their job, and have tons of job security as well, they will therefore be more pleasant when addressed by a customer.
Simply because their day, month, or year is all the more better. And the customers see it. If there's warmth in the employee, the customer sees that. And they also know what's fake but that's beside the point.
Anyway it is that warmth which brings the customer back and back again. You don't need to bribe customers with good food and leather seats. No, no, no. It's all in the service. Good management + Excellent employee relations = Good work environment = Happier employees = Better customer service = Better impression on the customer = Return customers = Success.
That's the equation. It's all that simple. And we can't take airline service on face value. Because you might have had a bad day at AA doesn't mean that AA sucks, it means that somewhere in the system a vital part is missing, at least for the person that served you. And you can only blame that on managment.
Hehehe...I LOVE MD-80s. Used to want to fly one. And they look especially good in AA's colors. WOW.
Best U.S. Airline as far as employee relations = Southwest.
I won't really judge UA, AA, US, AW, etc...until I've flown them. Hehehe... I haven't.
Of course those are only my opinions, take them as you will.