United’s Chief Executive Officer Oscar Munoz wants you to love flying United Airlines again.
So does every airline CEO, of course, when it comes to their own airline. But Munoz’s new focus on customer service is a step in the right direction. It’s refreshing. But is it just lip service?
United just opened a new flight training facility in Denver (ribbon cutting pictured above) and Munoz sat down with the Denver Business Journal. While the interview is mostly summarized rather than directly quoted, the gist is this: United has figured out its operational issues, now it needs to win back the heart of customers.
Munoz stresses that United can control customer service, greatly influencing passenger experience even when something goes wrong. I saw that on display a couple weeks ago when my Chicago to Frankfurt flight was delayed by over three hours. Snacks and drinks were brought to the gate area and additional staff arrived to help rebook customers who faced missed connections in Frankfurt. That is just one example, but quite a contrast from delays in years past when passengers were left to fend for themselves.
Munoz points to two examples of customer service that can make a huge difference. If a passenger has a tight connection, FAs should feel empowered to move her up to an empty seat toward the front of plane. Similarly, if passengers arrive at the gate a few minutes past boarding cutoff, they should be let onto the aircraft if it won’t cause a delay, especially if traveling with children.
What about United’s recent decision to raise baggage fees by $5? Munoz pointed to the fact that baggage fees had not been raised in several years. He even added, “This isn’t about making money, it’s about easing the experience.” Well that sounds like double-talk to me, though Munoz says that money from ancillary fees is being re-invested into the passenger experience.
Ultimately, Munoz says success will be measured by “how you respond and how you feel.”
My Take
I don’t ever want to be a United cheerleader. Munoz’s sentiment is also not surprising: it should be a given. But I cannot help but feel that United has turned a corner when it comes to customer service. Operationally, my recent 3.5 hour delay was my first major delay of the year. What a difference from just a few years ago. Better operational performance naturally leads to better customer service, because customers have less to be angry about. Even so, I’ve logged over 90,000 United miles already this year and I generally witness excellent service when I fly United. While I only tend to write about my premium class experiences, I’d say about half of my domestic travel has been in economy class this year. Service has not been amazing on every flight, but I have not encountered a single hostile FA this year.
Domestic first class meals have been cutback, but first class fares are about as cheap as they’ve ever been. It is a tradeoff I prefer over pricey first class fares and fancy meals. Meanwhile, United’s economy class experience has vastly improved, with power outlets, wi-fi, streaming video, and surprisingly tasty buy-on-board meals. I’m just very happy to fly on United right now, even though the high-speed internet on Delta is extremely alluring.
CONCLUSION
Words are cheap, but what a contrast from what we are hearing at American Airlines. One Mile at a Time tore into the service culture at American Airlines earlier today and I simply cannot relate when flying on United. In that sense, United has already made excellent progress toward achieving Munoz’s goal.
Maybe United needs some red caps that it can hand out to passengers stating, “Make United Great Again.” Or maybe not…
image: United
It’s interesting that I have been flying UA more in the past year with the same results friendly FA’s ( for the most part) clean planes and decent service. My flights like yours have included F/PE/C. While AS is my main carrier being here in the NW many times I find having to seek alternative flights AA is totally off the table with me so UA makes a good second go to. I am not sure my international travel includes UA
Seems that many of your fellow bloggers are commenting about AA’s decline and UA’s slow climb back.
I’m with you 100%, Matthew. Over the last two years, I’ve noticed a very clear improvement in customer service with United at every level, from check-in, to boarding, to the flight itself. Only once did I have less-than-stellar FA’s, but it was a very early morning red-eye, and I don’t think that anyone on that flight could be described as cheerful.
Maybe I’m naive or delving into wishful thinking, but I can’t help but feel like Oscar’s role at United is beginning to outshine Kirby’s pathological efforts to sacrifice everything for the bottom line. If so, it’s reassuring to know that Mr. Kirby isn’t invincible.
Here’s to hoping United continues improving!
I’ve only had oneUnited delay of 1+ hour this entire year. Then again, I’ve only flown United three time out of 82 flights. (I’m a Gold 1 million miler lifer who United terminated in 2014). United has a long way to go before they are forgiven.
I too have had a much better experience on domestic flights in both first and economy. I have had flight attendants go out of their way to recognize me as a 1k when in economy and get me extra free wine and food. Unfortunately my flights are usually connecting to United international flights where the old planes, old seats, and overcrowded business class on mostly un-upgraded to Polaris planes have put a damper on things. The flight attendants on those flights were noticeably pleased and upbeat when the Polaris soft product rolled out, even on the older planes, but since the hard product is lagging on almost all European routes in the last year the attitudes have returned to mostly sullen or perfunctory service with the occasional bright ray of sunshine. In terms of operability I have had only one major delay but it was a doozy- the plane ended up leaving seven+ hours late and in the middle of the night and worse, United was terrible about communication- doing the nickel & dime delay (every hour or so they told us it was delayed more) so you couldn’t tell until midnight that the flight was beyond redemption. United reimbursed expenses afterwards and gave me some miles but it didn’t change the fact I told my son I’d be home Friday night and didn’t get there until mid-morning Saturday. Try explaining that to a four year old (maybe Ill get United to do that next time!). All this to say- its a mixed bag but I am still holding out hope “real Polaris” will come soonish and that will re-invigorate my enthusiasm and the flight crew’s too.
I think Kirby has done a lot of good for the airline – getting it to grow in the right places and being an on time airline.
On FT you’d think UA is in chaos, but I’ve come to learn there’s a few things unique to passionate UA fliers…
1- pmUA hyper focused on ego-stroking things in the 2000s like Global Services and 1K differentiation – attracts disproportionate number of people with inflated self worth based on what ‘their’ airline does for them
2 – the million miler program was the most generous – which attracts people who have pension like senses of entitlements
3 – SFO – disproportionate number of heavy fliers from there, and well having lived there for decades – intelligent, house rich, but relatively cash poor people can be major complainers about the smallest things. There’s also a larger scientific / academic community there than other airline hubs, and they tend to view things through an overly pedantic peer review / process lens. Which is essential for science – less so for a lot of daily frequent flier issues that every airline faces.
Let me guess – pre-merger Continental flyer?
LOL…
The NYC area fliers were more pragmatic – voted with their feet and didn’t keep complaining online years after supposedly walking away from UA.
Hmmm, United. How are they managing their off-loads these days?
I need much more convincing to try them in any cabin.
Only major mistake UA made was not investing in a seatback entertainment system.
Matthew I also agree that UA is doing a much better job, and I saw it in action this week at ORD. I was waiting to board a flight when I saw an elderly passenger approach the gate next to mine which had just closed. The agent had shut the door and gone down the jetway. So nobody at the gate.
The lady was obviously late to the gate and frantic to get on the flight. She was noticed by a UA agent working an adjacent gate who spoke with her, apparently opened the flight, scanned her boarding pass , opened the door and made sure she got on the flight.
I would suggest in the past she would have been ignored and directed to a customer service kiosk or counter and rebooked.
UA seems to be trying hard and it shows.
The problem is (and always has been) you’ve got some individual employees that get it, use common sense and do the right thing without giving the store away – but these have always been far and few between – the majority are either lazy, fearful, uniformed or absolutely cannot think out of the box. Trust me, I lived it with United for over 35 years. Employees of “yesteryear” were a whole different breed than what is hired for customer service in the past 10-15 years (and it’s not for the better).
Some employees get it, use common sense and can think out of the box. Unfortunately, what was hired in the last 10-15 years plus the ex-Can’tinental folks with a predominant mindset of the “NO” mentality – out of fear, laziness, lack of knowledge – seems to prevail.
Being noticed, acknowledged and actually helped by an observant customer service agent is and will probably always be a rare event. United needs to sit their CS agents down and go over these very scenarios (daily occurrences) with all the negatives, pluses, minuses, etc. and knock some common sense and compassion into them. Sad that basic human feelings that one should learn from parents years earlier now have to be taught in customer service settings. Yes, I am pre-merger United and yes, a big, big difference between the way CO did things and United did things (read again my second sentence above).
It will take me a while before I start giving UA any business again. For 2018 I will have given UA about $300. Until this so-called turnaround actually feels like a turnaround to me personally, I will gladly stay away. Unfortunately UA has cheapened its product and services so much, that a true turnaround does not seem likely. A true copy of Spirit or Allegiant seems more realistic. I hope UA can at least TRY to come close to the DL level of service. And, I meet Greg’s above points 1, 2 and 3.
These days Alaska seems the ideal airline for value seekers those who loved UA in the 2000s. Sans the generous international upgrades to middle seats in business class.
To my thinking, United has gotten much better in on time performance and not having maintenance delays. That is really important. If there was one thing I do wish they’d improve, it is the Polaris food. If BA has gone to Do & Co, that leaves UA at the bottom. And small things do make an impression.
I have some concern, though – anecdotally to me – that UA is raising prices on Polaris and reducing R. At this point, I don’t think they can compete on quality, and particularly as 1K for 2020 seems out of reach, I may well be buying the cheaper discount J seats on other airlines.
Oh well, I will enjoy 1K for 2019. I do like the early boarding.
Get rid of the silly W date requirement on SWUs and I’d come back.
(Doh… autocorrect. That should say “fare” not “date”)
I wish UA would adopt more from Continental. The subUA crews are usually not friendly often even lazy and provide poor service.
My experience is exactly the opposite. I actively avoid ex-Con crews.
Same here. Whenever I hear the flight attendant greeting with a mention of who the “purser” is, I know it will be a good flight. pmUA FA’s were excellent for the most part. pmCO FA’s I find are just not polished and not professional. Yes, that is stereotyping pmCO FA’s, but that stereotype is pretty accurate. This is yet another reason to stay away from UA. You just never know what you are going to get. But, you are at least guaranteed that something on your flight will go wrong. I just don’t have the time or energy to play that game anymore. If Oscar can do anything, he should at least bring back consistency across the workforce. That consistency should at least be on an acceptable level – and preferably on an above-average level. I won’t hold my breath though.
You see the 4th paragraph about letting pax on if a few min late to the boarding cutoff? That does not happen to date. Early gate push leaving last minute connecting pax at hubs happens regularly. Will believe it when i see it. (CO regularly waited for Elites.)
But someone above just shared that s/he witnessed it.
This sounds great. I only hope they don’t follow Americans’ terrible new policy on canceled flights to only rebook frequent flyers, and leave the occasional flyer stranded and having to find alternative flights on their own. Those of us who travel for leisure only don’t all have premium status.
Your fear will come true. United is a follower, never a leader (or if they do lead it is only in a negative way)…..so be prepared, it’s just a matter of time before they start stranding people. Honestly I have no idea why any company considered a service industry would want to segregate and alienate customers regardless of what they paid. Don’t they have a clue that they are just creating a more irate bunch of people ?? What is their objective – to force all customers to pay the highest fares to be helped in un-conrollable situations and the rest be damned? TRAIN YOUR PEOPLE TO HANDLE IRREGULAR OPS WITH THE OBJECTIVE OF KEEPING PASSENGERS MOVING regardless of having to put them on other carriers or not. Why are they all turning into Jet Blue and Southwest (no reciprocal agreements) ??
What happens when 3, 4, 5 or more flights in a row cancel due to weather (ie., at a connection city) – you’re going to have hundreds or thousands hanging around until they can get reaccomodated only on the airline they are ticketed for ??? Today, tomorrow, when ? They want to avoid police interference in the worst way (denied boardings) etc., yet they are willing to have a raging mob scene when things get out of hand. No wonder the airlines are fighting for the government to make laws against assaulting ground staff – they are going to need it.
United just did a massive cut to 1K/GS upgrades. They reduced the PQMs for P class fares. And their service has been as crappy as ever. Did you not not hear about the United Flight attendant kicking a mother out of Business because she didn’t like the woman’s baby crying? I see this kind of crap on United all to often. It has NOT gotten better.
The only other change I’ve seen has been the rhetoric and fawning approvals on this blog. United customer service continues to fester, but you post glowing account about how they’re turning a new leaf. Has United put you on retainer?
Sorry – but respectfully disagree!
I have more than enough “War Stories” from the truly bad, bad, old days at United after it merged with Continental and Jeff Smisek took over running through the pre-Dr. Dao dragging incident after Oscar Munoz returned as CEO from his medical leave for his post-cardiac arrest heart transplant to know that there was a vast improvement for the four United flights I took last year, plus the two other very intensive customer service interfaces I personally had with the airline in April and again late June when I accompanied my parter via gate pass (he had Polio as a young child and is entitled to request a non-traveling escort to/from gates when he flies) for his final two EWR-SFO-EWR transcons aboard United (before switching to Delta, which he took again last week), for a total of SIX very intensive customer service interactions with United over the telephone (to confirm arrangements for wheelchairs, attendants, and seating that best meets his needs as a person with a permanent disability limiting his mobility); and at the airport during check in, right up and until he boards his flight – and for flights taken together, even including at the destination airport, which is where most airlines completely fail their disabled passengers most often.
And while perhaps things have MAY have changed for the worse *since late December, 2017* (in other words, this year where only my partner has flown United for work with his boss [who’s a UA Global Elite statused pax] on flights I did not accompany him to the airport, but he reported were otherwise OK – even if he still prefers Delta) I’m absolutely certain, that at least in the post-Dr. Dao dragging incident era (the 1st and 2nd flights taken on United were literally days after that happened), there has been a significant change for the better at United that was consistently experienced in person for all SIX customer service interactions I had with the airline between mid-April and late December last year that are very much consistent with what Matt expressed in his blog post on this subject regarding United.
So, based on those first hand experiences matching those of Matt’s, this is why I’m respectfully disagreeing with your comments.
Obviously, you may have had entirely different experiences with United over the past 18 or so months that speaks to a different truth for you, and my experiences as recounted may be entirely unrepresentative of those you had with the airline.
However, and as someone with more than enough unsatisfactory experiences on most trips taken on United for much of the post-2010 merger with Continental era until the Dr. Dao dragging incident in April, 2017 to know that there easily has been a dramatic, and palpable, change for the better since then, I’m inclined to find Matt’s commentary in his blog post to be very much representative of my own experience and perception of the airline having changed for the better – at least in terms of front line, customer service interactions.
Now, as noted in my other readers’ comments post, I still find other aspects of United’s products, especially for Economy flyers, woefully deficient, and in fact, most of our reasonably frequent air travel is now mostly confined to Delta (and its SkyTeam partners), with JetBlue and Southwest our preferred alternates when Delta is unavailable.
And if you’ve seen my many other readers’ comments posted here in Matt’s columns, or others’ elsewhere in the airline industry, aerospace and/or investors’ blogging spaces; my many, many, many tweets; or other social media posts regarding the airline industry, then you’ll know for sure that nobody would ever mistake my mostly highly critical commentaries about the airlines in general, and United, especially, for its many product degradations and cabin densifications as those of someone likely to be on any airline’s PR payroll.
I pride myself on calling things going on at our airlines as I see them – the good, bad, and everything in between.
Further, I receive no compensation of any kind from airlines for positive comments; NOR do I own any stock shares, or make trades of any kind for any marketable instruments (short sales; options such as puts, calls, long or short; or interest bearing debt, etc,) that might otherwise influence my opinions for personal gains of any kind.
Period.
And never have – even during my days as a featured, bylined columnist at PlaneBusiness Banter (~1999-2004).
How much do you think is due to Munoz’s pay being linked to customer satisfaction:
https://www.bbc.com/news/world-us-canada-39675265
While I’m fully supportive of United’s new customer service focus, we should recognize that CEOs are motivated by what they are paid for. Munoz’s initial comments after Dr. Dao weren’t very customer service focused.
Although my most recent flights with United were a pair of EWR-RDU flights taken late last year, in terms of the customer service “experience” with front-line employees at the airport, and its flight attendants aboard its planes, I whole heartedly agree that things have vastly improved at United in the post-Dr. Dao dragging incident era.
And United’s employees, as well as its (beach sand pilfering) CEO, certainly deserve props for that!
The difference is significant; so even though I tend to be critical of the (still) many things wrong, bad, and downright horrible ongoing things taking place at most of our country’s mostly terrible airlines, for sure this is a bright spot that would be a crime to overlook!
Now, if only the beach sand pilferer’s commitment to excellence extended deeper into the customer service experience with a truly world class economy product, instead of the shameful let’s see who’s economy can be worse: ours or “Always Awful’s” (aka American Airlines)
Sorry, but rock hard 30” pitch seats on mainline aircraft lacking Delta’s seatback IFE in general, and the likely removal of DirecTV from even more aircraft in the future, not to mention brand new 737s arriving as if circa 1968 737-100 vintage flying time machines taking one back to staring at the pleather seat cover in the seat in front of you, and nothing more – no, thanks!
Oh, and those truly hideous flying abominations otherwise known as any ten abreast, 3-4-3 Boeing 777 are so detestable, that even my partner, who’s hardly an “avgeek”, found them so horrible that after just two EWR-SFO transcons (one being a reconfigured domestic “A” version, the other a weeks’ old -300ER), and both flights in E+, he ditched United altogether for his regular NYC-SFO quarterly (actually approx every 8-10 weeks) transcons.
He HATED the teeny, tiny ten abreast seats in general – but even worse than that was the elimination of seatback IFE for six hours on the newly densified domestic 777-200s (“A”), which was a complete dealbreaker for him.
As the person who books most of his flights for work or our own personal travel, unless it’s a short flight (say RDU, or maybe MCO at most), if there’s no guaranteed seatback IFE, then don’t book those flights.
In the end, while I’m very impressed with the changes seen throughout much of last year at United in the post Dr. Dao era by its customer facing staff – unless it’s accompanied by a vast improvement in other service elements, especially in Economy where most of our flights are booked, as far as we’re concerned, the only trips likely to be taken are those to keep our Mileage Plus accounts from lasping until we find an intinerary where we can finally cash in our miles!