A few days before my trip to Colorado back in May, I received the kindest message via Facebook from a DCA based Flight Attendant. It reads:
"Mr. Anderson - you have been such a good friend to United employees and I want you to know that we feel we are on the upswing, despite the recent media circus. Oscar Munoz has really made all the difference and I feel as though you helped get the message across that we needed someone like that at our helm. Thank you."
With these last two trips, I really have noticed a positive change in everyone and everything I come across at United. Terminals and gates are being revamped across the system. Newer aircraft are being put into service. I finally had the chance to ride on the 787 this last Sunday. For domestic routes, United management finally got the message that customers hated being stuck in regional jets and mainline flying has been restored to many mid-size cities. Food service is back in Economy on more domestic routes, and free food service is back in Economy on International flights. Don't get me wrong, when I say food service has been restored, that does not mean hot meals on trays, but there are more fresh sandwiches and salads available. It is certainly much better than having only the buy on board snack boxes available.
The upgrades at LAX are really coming along and it has made such a difference for everyone there. In the last month, they have opened the new private Global Services check-in lounge, and with all Premier Access check-ins you are helped by a United agent. There are no self-serve kiosks. Even for Economy passengers, check-in lines seem so much smaller and move faster. TSA screening has also improved. If anyone reading this has not signed up for "Pre-Check," you should do so before your next trip. Security screening is so much more civilized when you don't have to remove your belt and shoes.
Today at Denver, there was no waiting at all to check-in. TSA Pre-Check lines were light and I got through security in less than five minutes. The "B" concourse is busy, there are a lot of people flying today. I was greeted with smiles at the United Club by long-time United employees. I even got a hug and thank you for all that I have done. The United Club - Denver East is bustling today. Amenities, as well as food and beverage offerings are substantially improved. Mr. Smisek's austerity focus had made the clubs uncomfortable, and there was no feeling that customers were valued. I hated the new United Clubs and longed to have the Red Carpet Clubs back.
When Mr. Munoz took over for Mr. Smisek, he knew his primary focus was to make things right with United employees. Since 2001, it is this same message that I have worked so hard to get out and get across to United management. I have handed out thousands of Starbucks cards and "More than a Co-Worker" wrist bands just to get the simple message out that customers did appreciate the hard work and sacrifices of those on the front lines at United. I attended Shareholders Meetings in the hopes that Mr. Tilton, Mr. Smisek and the Board of Directors would hear my pleas that the employees were hurting, but I do not know that they ever heard what I had to say. I even walked the picket lines at LAX with the AFA. However, I do know that my simple message did spread across the system, and I hope that in some small way it strengthened the employees' resolve to fight for what they deserved.
Mr. Munoz' United Airlines is such a welcome change, and I hope that customers who defected under Mr. Smisek's regime, are starting to come back. There are a lot of things I do miss, such as 3-cabin service on the Premium Service flights between New York and Los Angeles / San Francisco. I do miss the "Premium" on the Premium Service flights. I do miss the 777 from LAX to IAD. Sitting up front on those trips was always so very special. I am encouraged to see the 777 back on more domestic routes, as well as the 787. I think management got the the message that customers want more choices than the 737 when making the decision to fly United.
I'll be on a 777 tonight going back to Los Angeles. Sadly, there is no First Class, but I have a Business Class seat up front. United was the first U.S. airline to offer 3-cabin service back in the 90's and back then they knew that 3-cabin service was needed on domestic routes to complement the premium experience offered on international flights. After the merger with Continental, all the widebodies were pulled from domestic flying, which disappointed many loyal United customers. It is also heart-breaking that the 747's are gone. When they were first put into service, they were the crown jewel in United's fleet ferrying millions of passengers from the west coast to Honolulu. As United grew into a truly global carrier, the 747 was needed to carry passengers across the oceans. Now new generation 777's, the 787 dreamliner, and the much anticipated Airbus A-350 are stepping in. They are lighter and more fuel-efficient, able to fly up to 18 hours at a time.
There is still work to be done at United. The improvements have pulled United out of last place in customer service surveys, but I think Mr. Munoz wants to pull United out of the basement and ahead of Delta and American. The media has made a lot of noise about recent customer service missteps, most of which have involved the regional carriers flying under the United Express name. It is sad that the press and public crucified United over the Dr. Dao incident. Dr. Dao was breaking the law by not following instructions from crew members and law enforcement, yet United Airlines was forced to settle with him all because of how the media portrayed the incident. There have been other incidents, and some have been missteps by United employees. However, the blame cannot fall on an employee who is only following orders. Back in the good old days, United's customer service agents were allowed more flexibility and authority, and were able to quickly adapt to any problem before it became a crisis. United management still has not taken all of the chains off, and I hope as they look back at the recent missteps, they will realize that with the right training and authority, the agents are the best at coming up with the right solution.
United has to once again become an innovator rather than a follower. I think that the new Polaris service is nice, but it is similar to the premium cabin product that Delta has had in place for over a decade. It will be United's Flight Attendants that will make Polaris something special, and I know many of them will do so because of their love of the job. I think many of the new hires cannot understand what is expected of them, and I also have heard there are some parts of the Polaris service that are not well received by customers. There are 60 Polaris seats on the new 777. That is a lot of customers that need attention. These are customers that are not necessarily impressed with a premium wine cart and artisanal cheeses. Your Polaris customers want a good meal that is edible and prepared properly. They want it served with a smile, and they want a Flight Attendant that knows how to serve a multi-course meal. Good attention to detail is more than a wine and cheese cart. When United acquired Pan Am's Pacific routes back in the late 1980's, they hired Pan Am Flight Attendants and asked them to train United's Flight Attendants in all aspects of premium international travel. I think Mr. Risoli would do well to reach out to United's experienced Flight Attendants and seek their advice in order to make Polaris a truly superior product. Above all, don't skimp on the meals. Get back to the quality of when airlines had their own kitchens. A good steak rather than pasta - that is what Polaris should be. Oh - and it doesn't have to have a fancy chef's name behind it.
I think offering Basic, "no-frills", Economy is a mistake. In the past, low fares were offered in order to fill seats that would otherwise go out empty. There was no difference in the service offered. Each new customer is an opportunity to gain a loyal customer, and more importantly a loyal customer that will tell others to choose United when planning a trip. Basic economy with no leg-room and passengers being nickle and dimed for everything is only inviting complaints, not getting the word out that United is the best.
My flight is going to be boarding soon, and I have gotten off track. As I said before, I have made it a mission to let United's employees know how much they are appreciated by some of us customers. I also made it a mission to get the word to United management that they needed to do better by their employees. I cannot take credit for the Board's decision to let Mr. Smisek go and have Mr. Munoz replace him. I can only hope that maybe someone on that Board heard what I had to say at the Shareholders' meetings. You have all let me know in one way or another that I have helped, and that is what keeps me flying United.
I am going to try to post more as I do enjoy being able to talk about my experiences at United. I will keep writing about the good and making suggestions to change the bad. I hope you all will continue to follow and as I travel I hope to meet many of you in person.
Stay safe - and Thank you for keeping the Skies Friendly.
