We still don’t have official confirmation that Economy Plus will remain on the post-merger United, but at an aviation summit in New Orleans yesterday, United’s vice president of operations planning and international operations, Cindy Szadokierski provided this glimmer of hope:
United hasn’t determined whether it would have three-class or four-class service on international routes. Szadokierski said one thing customers have made clear to the new United – they don’t want the company to end its Economy Plus product, a class of service that offers slightly more leg room.
For those not familar with the Economy Plus product, UA has transformed the forward part of their economy cabins across the entire mainline fleet and on larger regional aircraft to provide up to five extra inches of legroom. On "premium service" (p.s.) flights between New York Kennedy and Los Angeles/San Francisco, all seats in economy have extra legroom. These seats are allocated for free to United’s (and now Continental’s) elite flyers. Other passengers have the ability to purchase an "upgrade" either on a particular flight (~$19-$149 depending on flight length) or to purchase an Economy Plus annual pass for $425.
Continental does not offer extra legroom, other than in exit and bulkhead rows, so the lingering question is whether Economy Plus will survive the merger.
I can tell you that I am a huge fan of Economy Plus and that having those few extra inches of legroom makes sitting behind the curtain much more bearable. I can also tell you, though, that if UA abandoned Economy Plus I wouldn’t abandon UA. After all, they’re the only legacy airline that currently offers the extra legroom. Still, I remain hopeful that UA will keep this very nice perk, especially on their internationally-configured aircraft.
On an unrelated matter, the quote below also caught my eye in the article linked to above:
“If anything keeps me up at night about the merger, it’s learning the culture,” Szadokierski said, adding that she expects United will learn more from Continental’s ways because Continental has a better reputation for customer service than United. “The one thing we’re hearing is that we want to serve our customers well.”
This doesn’t comfort me at all and will be the subject of another post later in the week. Continental may have a reputation for better customer service, but I would advise UA to proceed cautiously when examining whose customer service paradigm will win out. Frankly, I think UA wins hands-down in this particular area…
Regarding your comment on customer service being better on United. Are you kidding me? I am a platinum million miler flyer with Continental and have been for 16 years. I am also premier exec. on United and have been for 2 years. From curb to curb I am treated with more respect and with more appreciation for my business on Continental. The flight attendants on UA are dismissive at best. Also UA’s fleet is ancient.
On Domestic meal flight in first class Continental gives a hot towel every time, serves a pre-flight drink of your choice and offers better food. On the last several UA flights the attendant made a loud announcement to the first class customers of what our choices are, talk about no class.
You complain about the possibility of losing the extra leg room which I will admit I appreciate also but what does United give Continental’s customers? United Red Carpet customers have already benefited from a Continental policy of free drinks in the club. United gives Continental customers the Orient and the west. Continental gives United customers a newer fleet the south east, east coast, Mexico, South America and Europe.
You’re worried about what happens to your United I am very worried what happens to my Continental. Continental customers just lost meals at meal time in coach something United customers have not seen for years. I hope that this will all work out to the benefit to both of us.
@Continental Fan: Thanks for your comment. I’ll address it fully in a later post.
Hey United Fans!
Congradulations on scoring #2 on AMERICA’S MEANEST AIRLINES right behind Delta. Based on the Airline Quality Rating (AQR) Report. Here is a quote “Now that the merger with Continental Airlines is official, United can turn its attention to improving customer service…it placed last in passenger satisfaction….one of the three worst airlines for meals and rude flight attendants. So, what was that comment customer service again? By the way Continetal did not make the list.
While I have been a CO Platinum myself since CO introduced Platinum, from a strictly customer service standpoint I will back Matthew up and say that on average, I find UA to treat me as a 1K far better than CO as a Plat. Furthermore, even as a COstar I was disenfranchised by CO’s customer service.
That said, CO does have a number of merits, but one of COs biggest shortcomings has been factoring long-term loyalty into the loyalty equation vs the current “What have you done for me lately” attitude.
I’ve said it before and I will say it again, the treatment that a non-elite vs the treatment a 1K receives at United are far different. At CO, everyone gets treated about the same, not at United. That said, most of the people rating the meanest airlines and all these other tilted surveys are not the !Ks and Plats, it’s your average non-status person.
And Continental Fan, if you call the turkey-dog or the cheeseburger a meal, i feel for you.
Continental has some great agents, just as United does. The issue is that CO makes it harder for the star agents to shine with their strict rigidity to what the computer says, and so fewer agents are willing to go to the effort/risk to go around what is “correct” in order to provide good customer service.
For those that value the Economy plus seating a flight attendant on my flight from SFO to Bos yeterday indicated that this was still up in the air and to please write to United to let them know your feelings. She implied that this decision was up to the continental side of the equation and they were leaning not to do it… take with a grain a salt but a letter/email to United couldn’t hurt