Quote:
Originally Posted by barb haumesser
Im not implying that the airline owes me anything special....Im saying that there is absolutely no regard for the customer anymore.
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If you ask me, it seems like most United employees are depressed. It started just after 9/11 and deregulation, but has been much worse since the merger with Continental. In my experience (and I unfortunately have to fly at least 2-3 times a month), they actively avoid customer contact because no one can tolerate being the face of a company for which they are tired of apologizing.
I for one would happily go back to the days when prices for flights were much higher but included all of the customary amenities: checking bags, a little entertainment without commercials, a pillow and/or blanket and meal service. Especially if those higher prices meant that employees were compensated fairly vs. what appears to be happening -- the price of my ticket going to line the pockets of a few 6-, 7- or 8-figure executives living it up at corporate HQ.
The "spin" that I'm paying less for service I don't use is just that -- spin. I'd rather pay a little more up front than be nickel-and-dimed at the back end. The latest? No more inflight entertainment without swiping a credit card. If you want to watch a movie, you can pay $6 or $8, depending on the length of the flight to access DirectTV and watch a lot of commercials. Or you can not swipe the credit card and be subject to non-stop commercials throughout the entire flight. Sure, *if* your armrest controls work, you can turn off your screen, but what about all those screens in your view that your neighbors failed to turn off? Yep, I get ALL those commercials. How much is United making off of that little scheme?
And whatever happened to the promise of WiFi? So far as I know, the only way to get it is LAX-JFK. What a joke.
I don't get to choose which airline I fly for business, just for personal travel. I used to be concerned about racking up miles so that I could fly free for vacation. Screw that now - I don't particularly want a free ticket if it means I have to suffer through United's lack of service. I'd rather pay some other airline where I might get a better customer service experience.