AFA Day of Action - December 13, 2018

17 Years, 17 Trips and a "new" United Airlines

Dear Friends -

Tuesday marks the 17th anniversary of the attacks on September 11, 2001.  On that day, four planes, two from United Airlines, and two from American Airlines, were commandeered by Al Qaeda terrorists.  Two 767's, United Flight 175 and American Flight 11 were flown into the twin World Trade Center towers in New York.  The damage they caused eventually led to the collapse of those towers and thousands of lives were lost.  

American Airlines Flight 77, a Boeing 757, crashed into the Pentagon in Washington DC.  Hundreds were killed in that attack.  On the fourth plane, United Flight 93, another 757, passengers and crew members decided to take a stand against the hijackers and the plane came down outside of Shanksville, Pennsylvania.  All on the plane were lost, what is unknown is how many lives may have been spared by an attack that the brave people on that plane were able to stop.

None of the above is new, for those of us of old enough, what happened on that day is burned into our memories.   I don't know about all of you, but for me, everything changed on that day, and there is a little sadness that I probably will always carry.  This Tuesday, I will be keeping to my tradition of flying to New York and back on United Airllines.  I will have Starbuck's cards for the employees I meet with a simple note saying "thank you."   This is my good deed to honor what is now called "Patriot Day."

What is new this year is that one of the last lines of separation between United and Continental employees is coming down.  Effective October 1, 2018, flight attendants at United will no longer be separated and kept from flying on each other's metal.  SubUA and SubCO flight attendants will be finally working with each other.  It took eight years, but the time is finally here.  

Even though October 1 is the first day they will be "working together," and call it a coincidence if you will, on September 12, United's flight attendants will receive their information for bidding their lines for October.  This will be the first real taste of what the two groups can expect working for a "new" United (I will get back to this term).  SubUA flight attendants are the most apprehensive right now.  Crew scheduling will now be handled under "Continental's" CCS system.  SubUA flight attendants have had to train and practice to be ready for September 12.  Seniority is changing and the new system separates geographical domiciles further into separate domestic and international "bases."  International Pursers will have their own separate "base" and will be bidding against other Pursers for lines separate from the other positions.  Also new for subUA flight attendants is "Position Bidding."  Not only will flight attendants bid for lines telling them when and where they will work, they will also have to bid for the position they will work on the plane.  At United, positions were assigned based on seniority just before a trip, but now that even changes.  It is micro-managing, but it is how they did at Continental.  Tuesday will be a difficult day for United's flight attendants, but it will be expecially difficult as they wait to find out more about what it is going to be like to work for the "new" United.  

So now what do I mean when I say a "new" United?  Back in May of this year, United's President, Oscar Munoz, made an appearance at a training event for flight attendants at United's World Headquarters in the Willis Tower.  At a point where Mr. Munoz was taking questions, a subCO flight attendant commented on how much they missed the way they did things at Continental. That sentiment was echoed by subUA flight attendants at the same event.  Mr. Munoz responded by saying that there is no longer an old Continental or an old United, there is only this "new" United Airlines.  He was telling them that it was time to look ahead, and not back.  

I can understand why Mr. Munoz made such a statement, but if that is the attitude of management and the Board of Directors, I think they are missing the mark again.  Both airlines have a proud heritage and legacy, and employees from both sides are proud of their time and experiences at their respective airlines.  Both sides have a lot to offer this "new" United and its customers.  Both sides have a lot to teach each other.  New ideas and new, more efficient ways of doing things are always good, but a good manager that came over from Continental Airlines should embrace what worked at United, not set is aside.  

On the outside, this "new" United is definitely a different airline than the one flying on September 11, 2001.  I do miss the "old" United, but what keeps me coming back are all those employees I call friends and have advocated for since 2001.  They are proud of their time at United Airlines and they are used to big changes every time there is a change in leadership.  These employees also remember what it was like for them on September 11, 2001.  On that day they lost souls who were their co-workers and friends, and every September 11 brings back some measure of sorrow or pain.  To Mr. Munoz and Mr. Kirby, you may call this a "new" United Airlines, but there is a legacy that is unique to those who were on the front lines at United Airlines on 9/11/2001.  There will always be a part of the "old" United Airlines that should never be forgotten and a part of the the "old" United that needs a real, long-lasting, tribute to the United employees lost on that day.  I will repeat my challenge to Mr. Munoz and Mr. Kirby to honor those souls with tulips on just 20 of the planes in the fleet.  

What happened on September 11, 2001 had a profound effect not only on the employees at United and American Airlines, but all airlines around the world, and that includes Continental Airlines.  They too grieved for their compatriots that were lost, and they too understood how working at their airline was never going to be the same.  Now, as part of this "new" United, they bring with them something in common with their subUA associates.  As part of this "new" United they share the responsibility to honor those lost, and they share the responsibility of making every flight safe and secure.  This is a part of the "old" Continental that will never go away.

It was eight years ago this month that the merger of United and Continental Airlines went on the books.  It has taken eight years, but the last of the dividing lines is coming down.  In the last eight years, there have been a lot of new, young flight attendants hired to work on both sides.  This last point is for these "newbies" - many of you were in elementary school on September 11, 2001, and the day may not carry the same measure of sorrow for you that is does for us old folks.  Your senior co-workers have very vivid memories of that day.  They are going to remember what it was like to have their flights grounded in locations all over the country, and those flying international are going to remember being stuck away from home for as much as a week, or being on a flight that was forced to land in Canada or Mexico until they were permitted to enter the United States.  Some of them will have personally known the flight crews and other United employees that were lost on that day. Take a moment to say "thank you," and take some time to find out what that day was like for them.  Working at United Airlines is not just a job, you are part of an airline with a proud legacy.  Being a part of the "Friendly Skies" is a privilege.  Embrace that privilege and do the best job you can to honor the legacy that you inherited when you put on those wings.  

September 11 is not just about loss, it was also a day that everyone came together.  For those on the front lines at United and Continental it is a day where their jobs changed significantly.  It was a filled with grief and uncertainty, but they also pushed through that to come together with a singular focus on safety and security for us passengers.  I do what I do every September 11 just to say "thank you" and let them know I do understand what the day means for them.  September 11 has become a day where everyone is supposed to do a good deed.  Big or small, these good deeds bring people together.  This is a day to thank our first responders charged with the task of keeping us safe.  This is a day to thank our military, police departments, fire departments, hospitals, EMTs, the TSA, Homeland Security, and airline Pilots and Flight Attendants. This is also a day where we have to teach our children why it is important that we "Never Forget."  May this Tuesday be a good day for all of you. 

Of Tulips and Eagles - remembering those lost on 9/11/2001

Dear Readers -

A few years back, this blog was hacked and I lost all the posts prior to 2013.  By accident, I found that those posts had been hijacked by a Russian blogger.  I am working on recovering them and will try to get them back up for those who have never read them.  

Below is something I posted on September 9, 2012, just before my trip on September 11 of that year.  I hope you enjoy reading this again.  I would like to extend my challenge to Mr. Munoz, Mr. Kirby, the United Continental Board of Directors, and all other decision makers at the airline to do something long lasting and truly meaningful to honor the United professionals that were killed on September 11, 2001 - put the tulip back on 20 planes, just 20, it won't hurt.   Under the tulip, put the name of one of the lost.  

We are told to never forget.  Mr. Munoz and Mr. Kirby, step up and just do this one small thing.  Those lost on 9/11 are part of the legacy that is United Airlines, let the employees know that they are not to be forgotten.

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Original Post from September 9, 2012 -

Tomorrow marks the eleventh anniversary of the terrorist attacks that brought down 4 planes and killed thousands of people.  We all have our own memories of that day, and it is important that we never forget.  We can mourn, but it is also important that we do something to bring honor to that day, and to those lights that were extinguished in an act of evil that we can never let happen again.

You all know that I have my own unique tradition where I board a United Airlines flight and travel to New York and back on the same day.  I hand out cards and wrist bands as a way of saying thank you to United's front-line employees who show up every day and hold to their commitment to get us customers to our destinations comfortably and safely.  Employees at United and American feel an added loss as it was their planes that were used, and their friends that went down with them.

Why bring up Tulips and Eagles?  These represent the brands that are United and American Airlines.  Back on 9/11/2011, all of United's planes were marked with the distinctive double "U" slanted shield that came together to look like a tulip.  On American's planes, the double AA painted on the tail is protected by a bald eagle, the national bird for the United States of America.  The employees that were lost on that day were also wearing either a Tulip or Eagle on their uniform.

Combined there were 17 crew members on American Flights 11 and 77 that were lost.  On United flights 93 and 175, there was a total of 18 crew members (including 2 customer service employees traveling on that day) lost. Those souls were proud to wear the Tulip and Eagle symbols as they showed up to do their job on that fateful day.

For those of you that fly American Airlines, you will still see the Eagle being proudly displayed.  When you look at it, remember what it means.  It is a symbol for our country.  It represents strength and protection.  The employees of American Airlines wear their Eagles with honor.

Sadly, management at United Airlines has decided to take down the Tulip.  It may seem silly, but flying United Airlines today without the Tulip does not carry the same prestige.  This little flower represented so much of what was United Airlines.  Tomorrow, I will wear as much of my United Tulip bling I can find.  This is my way of honoring those United crew members who died 11 years ago.  

To the employees at United, pull out and wear as many Tulips as you can find.       For the sCO employees, those crew members that were lost are part of the heritage of this great airline.  They were your co-workers.  Honor them and find some way to wear a Tulip.

Tomorrow, Mr. Smisek will receive an arrangement of 20 white tulips.  Eighteen representing the crew members lost, and 2 representing the planes.  I would challenge him to put the Tulip back on at least 20 of the planes in the current fleet as a way to remember and honor the losses from 11 years ago.  Its just a little flower, but it is hardy and full of color and it carries so much meaning for those on the front lines at United Airlines.  Perhaps the new 787's  being rolled out would be the perfect place to do so.  

However you all remember the day tomorrow, just make it a safe day.  Do a good deed, say a prayer for those lost, attend a memorial, talk to your kids about what the day means.  It was a day where our freedoms were under attack, but we came together as a nation to make sure that we protect, honor and respect those freedoms.

Giving Voice to One...

Dear Readers - again, my apologies for the length of time between posts. Between my day job, and some personal dramas that seem unending, when I do find some spare time, I am exhausted. Trying to stay up with everything going on at United Airlines has been a challenge. Things are smoothing out on the personal side, and I hope to get back to writing more.

I miss the "Friendly Skies."  My last trip in July was the first since September of 2017.  I took some time off to go home and visit family in Colorado. I scheduled some time for myself and routed the trip through Houston; there was a flight from LAX to IAH and back that was on one of the new 787-900 Dreamliners.  I will say that for the flights themselves, I was extremely disappointed.  In-flight service was OK, but would not win any awards or accolades.  The meals were god awful.   United is preparing for the consolidation of the subUA and subCO Flight Attendant groups in October, which should bring more consistency in the level of service offered in-flight.  Consistency is good; however, if United expects to improve its customer service ratings, flight attendants have to be provided with better fitting, more comfortable uniforms.  They also need better training on meal presentation for the First/Business/Polaris class cabins.  The chicken that was to be added to the jambalaya, paella, and salads was served on the side, cold and gray.  And I am sorry if this offends anyone, but I think the captain and first officer should always be introduced and addressed by their last names, for example Captain Smith and First Officer Jones, not Captain Bill and First Officer Hank.  This makes them sound like characters on a children's TV show, and this does not convey the respect the Captain and First Officer have earned.  Perhaps this was the Continental way, and in-flight managers think it "fun."  It is just plain ridiculous.

Now that I have vented about my last trip, I need to get on to the real purpose behind this posting. Over that last dozen years or so, I have gotten to know many of the Customer Service agents and managers at LAX.  They are truly kind, caring and dedicated individuals, and I try to make extra time before my flight to be able to sit down with some of them to catch up.   Time permitting on their side, they will go out of the way to make things special for me such as pre-boarding, or a ride in the Mercedes to the gate.  

A couple of weeks ago, I received a shocking text from a Global Services agent that Jim Trabucco, United's Customer Service manager at LAX had been let go.  Having gotten to know Jim, the news is devastating and I cannot fathom why United management took such action.  Jim has boundless energy and is always positive.  As a manager, he had to keep his agents and support staff motivated to provide the best customer service.  With events such as 9/11, United's long ride through bankruptcy, the merger with Continental, and the recent renovation of United's terminals at LAX, Jim met those challenges head on and made sure that customer service at LAX never waned.  

So, this post is going to take a little bit different direction.  Below is a copy of a letter from me that is being delivered to Oscar Munoz today.  In the letter you can read of my own personal experiences with Jim Trabucco.  I do not know the circumstances behind his dismissal, I cannot imagine what Jim may have done so wrong to be treated so badly.  If customer surveys are showing a decline in customer service at LAX, it is not because of Jim.  Even with all the noise, dust and confusion from the recent construction, Jim made sure customer service agents had what they needed to take care of the passengers. 

Additionally, it is not Jim's fault if the product United is providing has gone downhill.  The recent decision to discontinue the non-stop flight to Singapore is a good example.  Not enough passengers were paying the premium fare United was hoping to charge to make the route profitable.  It is a 17-hour flight, and while United sells the front cabin as "Polaris Class," the seats are the same old Business Class seats Continental ordered for the 787's.  Even though this is the only non-stop to Singapore from LAX right now, those premium customers being targeted are willing to pay more for more comfort during such a trek, and they find it with with other carriers.  If premium customers were complaining about the flight, it was not because of service they received from agents at LAX.  

So with this post, I am asking for your help to give voice to one person.  Jim Trabucco does deserve to be treated fairly and not be made a scapegoat for the failure of other managers.   I am going to ask a favor from you and ask you to take a moment to contact Mr. Munoz (Oscar.Munoz@united.com) and let him know of your concern about Mr. Trabucco's dismissal.  You can also e-mail Kate Gebo, Executive Vice President - Human Resources and Labor Relations, at Kate.Gebo@united.com, or Hermes Pineda, Managing Director - Human Resources and Employee Relations, at Hermes.Pineda@united.com. 

The last J.D. Power and Associates survey showed that customers continue to rank United among the lowest, which I know has rattled executives in Chicago.  Management tells us they are working hard to improve the customer experience; however, the official "Polaris" service (seats and all) is taking forever to to roll out across the fleet, meal quality has declined to abysmal, United Club's are overcrowded with one-timers, interfering with us long-time, card-carrying members.  Those of us who have remained loyal keep coming back because of you all - it is front-line employees who are the "Friendly Skies."  United is not going to be fixed by getting rid of those who have dedicated their lives to the company.  I hope to see you soon...and Thank You!

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August 3, 2018                         ** Via Fedex Overnight **

Mr. Oscar Munoz 

Chief Executive Officer

United Continental Holdings, Inc.

233 South Wacker Drive

Chicago, Illinois  60606

RE:       James Trabucco

            Customer Service Manager - LAX

Dear Mr. Munoz:

Thank you for taking time out of your busy schedule to read this letter.  For the last three years you have made it your focus to improve the product and experience for United Airlines’ customers.  You came to United at a time when the product had been severely damaged by a bankruptcy, recession, and a merger wherein managers from Continental Airlines were brought in to take over for their counterparts at United Airlines.  This led to a severe decline in employee morale and high defection rate of coveted premium passengers to the competition.  You set out to improve the product and experience for the customers, and you recognized that standing by and supporting those on the front-line at United was a necessary first step to accomplish that goal.

As one of those premium customers valued by United Airlines, I have seen so many changes, more bad than good.  I have always stood by United’s front-line employees, especially through difficult times such as the attacks on 9/11/2001; a long, drawn out bankruptcy; the “Great Recession” and then the unwelcome changes that came from the merger.  Since the attacks on 9/11/2001, with every trip I take, I have been handing out Starbucks cards to the employees to show them they are appreciated by the customers.  I have walked the picket lines with flight attendants and pilots as they sought to get their message out to Mr. Tilton and Mr. Smisek that they were not going to tolerate delayed contract negotiations.  I started a blog dedicated to United’s employees to let them know that while management was not listening, the customers were.  I have also showed up at shareholder meetings to voice my support for United and its employees.

Despite the tumultuous times mentioned above, one constant has always been the superior service provided by United’s front-line customer service associates at LAX.  These are dedicated individuals who have devoted their lives to United Airlines.  They listen to customers and do all that they can to take care of them.  Until the merger, they were all so steadfastly proud to be a part of the “Friendly Skies.”  Supporting all of these front-line associates were equally dedicated supervisors and station managers who worked hard to keep their staff motivated and wanting to come to work day after day.  One of these individuals is Jim Trabucco, who until very recently was the Customer Service manager at LAX. 

This brings me to the purpose of this letter.  Sadly, I learned last week that Mr. Trabucco has been let go.  I do not know the circumstances for his dismissal, but I think it is important to bring to your attention that this has to be a mistake.  This is a man with 42 years at United Airlines; who worked his way up to become the Customer Service Manager at LAX.  I have gotten to know Jim over many years, and I have witnessed him in action with almost every trip I take.  Despite all the turmoil I mentioned earlier, Jim was always present with a positive attitude; and he is well-respected by so many at United, not only at LAX, but system wide.  His dismissal has left so many on the front-lines stunned, saddened, and more importantly, wondering where the next ax may fall.  His dismissal has also hit premium customers who, despite the ugly changes from the merger, have remained loyal to United because of people like Jim.

I first met Jim Trabucco back in 2006.  That year, on September 11, the fifth anniversary of the attacks, I was taking my annual trip from LAX to JFK and back.  I handed out a bunch of Starbucks gift cards to employees at the check-in counters, in the First Class lounge, and at gates throughout the terminal.   This gesture was a way to show my support for the employees on what is a difficult day for them.  The next day, after my late return the night before, I received a personal call from Jim thanking me for what I had done.  He could not say enough about how well received the cards were, and more importantly, he wanted to thank me for my show of support every year on 9/11. 

A couple of months later I was contacted by Fru Lavilla from Global Services at LAX.  I have also gotten know Fru over the years and we always visit when I travel.  She had called to say that she, Jim, and some of his associates wanted to take me to lunch as a thank you.  We set a date and place near my office.  There were about 8 of us at that lunch, including the LAX station manager, and the Vice President for Hub Operations, who was visiting from Chicago.  At that lunch they surprised me with their first “Customer of the Year” award.  Jim had someone from the machine shop at LAX fashion a plaque (picture below) in the shape of the original United shield and a picture of a United 747 on the front. 

It is this kind of attention and pride that Jim instilled in those he supervised.  He worked countless hours doing so.  On 9/11/2007, and for many years after that, Jim was always there to see me off when I left for New York.  When I would return later that same evening, he always had a welcoming committee waiting for me.  Jim had put in the same 14 hour day that I did. 

That same year, 2007, had me traveling at the holidays to see my family in Wyoming.  When I arrived at LAX, I noticed a new, somewhat makeshift PA system set up in the Economy check-in lobby to speed up passenger processing.  United’s investment in its facilities at LAX had been noticeably absent during the bankruptcy, but it was Jim Trabucco who found an inexpensive way to make holiday travel a little better for all United customers. 

In 2008, United held its annual Shareholder’s meeting here in Los Angeles and I took the day off to attend. United had emerged from bankruptcy in 2007 and showed a profit for that year; however, employee morale was at its lowest.  After years of forced pay cuts and layoffs, Mr. Tilton had reneged on his “shared sacrifices, shared rewards” promise.  After the official meeting was adjourned, there was an open question period, and I asked Mr. Tilton about United’s investment in new premium cabin seats, as well as a hefty cash distribution to shareholders, and suggested that the money would be better invested by giving back to the employees.  I pointed out, as a customer, the shocking lack of empathy by management for the employees, and the rage expressed by those employees in attendance.  No customer, especially a valued premium customer should be exposed to such a spectacle.  Mr. Tilton responded by telling me that I would witness the same at the other airlines and was welcome to check them out for myself.  The day after that meeting, Jim Trabucco called me personally to apologize for Mr. Tilton’s statement, and let me know how much the employees appreciated what I had to say.

Another story about Jim that you can relate to Mr. Munoz - the merger was put on the books in 2010, and in the years after that, things were pretty chaotic.  Continental’s operations at LAX were in the adjoining terminal 6, and management was putting the pressure on to merge and consolidate both airlines’ operations into terminals 7 and 8.  During that same period, management also made the decision to abandon United’s legacy reservation system in favor of Continental’s older system.  The majority of customer service agents at LAX would now have to be re-trained to use this “new” older system.  I know Jim was putting in many more hours under a lot more stress.  This led to a heart attack and Jim was set back for several months.

After you took the helm, you recognized the value in United’s presence at LAX and began a massive renovation of the terminals.  Even with all the construction chaos, when I showed up to check-in for my flights, customer service agents have always greeted me with a smile and warm welcome.  This renovation has been a long process, and I know Jim had a lot to do with making things as smooth and efficient as possible for employees and customers.  United has spent a lot of money making their terminals at LAX truly beautiful, and a source of pride for employees and customers; however, now that the work is done, I am puzzled by the decision to let go one of their most valuable assets. 

For the last 17 years, I have been one person fighting for thousands at United Airlines.  Now, I am fighting for one, and would be very grateful for any assistance you can offer.  Jim Trabucco has put his heart and soul into United Airlines, just as you have Mr. Munoz (no pun intended by that statement).  He is an energetic, dedicated and kind individual that has sacrificed a lot for the company, and operations at LAX will suffer because of this decision.  This decision will alienate other premium customers, such as myself, who know Jim and know of his pride for United Airlines.  Why remain loyal to United when they cannot do the same for their employees?  This decision will also reverberate across the system, making employees question your efforts to boost morale, and question their own dedication and commitment to the company.  Mr. Munoz, United cannot afford to backtrack on all the progress you have worked so hard to achieve.

My sincerest thanks for your time and for listening –   

James T. Anderson

Mileage Plus #HVC21479