18 Years, 18 Trips...

This Wednesday, September 11, 2019, marks the 18th anniversary of the terrorist attacks on New York and Washington, DC.  It is not an anniversary to celebrate, but it is a day to be commemorated.  It is a day to remember what happened not only on that day, but also to remember what has happened in the eighteen years since, and reflect on how it all applies to the world we are living in today.

As I thought about what to write this year, realizing that 18 years have passed already, my thoughts went to my niece who turns 18 in January.  She just started her senior year in high school and will be graduating in May of 2020.  Taking the thought further, I realized that this class of 2020 is the first class of high school graduates where most of them were born after September 11, 2001.   This is the first set of graduates who are being sent out into an adult world that was completely changed by the events of a single day.

So to all my younger nieces and nephews, and all others reading this that were born after September 11, 2001, this post is for you.   There is no way to pass on the same feelings of grief, horror, fear and anger that those of us who were witnesses, either direct or indirect, had on that day and in the days that followed.  I would never wish anything like that upon you, but for the world to hold on to the lessons that were learned, it is important that you get more of a personal perspective that cannot be passed on with history lessons in school, or documentaries on television.

Like many Americans, I watched the events unfold on live television.  It was just after 5:45 AM here in Los Angeles and I was getting ready to leave for work.  The local morning news that I was watching was interrupted by a live feed of the "Today" show with Matt Lauer telling the audience that a plane had crashed into the North tower of the World Trade Center.  There were no details available yet as to the type of plane, and my first thoughts were that it was a private plane.  It was only a year and half before that a man who had a beef with the IRS crashed his private plane into a government building in Austin.

I continued to watch the news with the cameras carrying live images of smoke pouring out of the north tower.  With the cameras still on the towers, the world watched in horror as at 9:03 AM eastern time, United Airlines Flight 175 crashed into the south tower.  Flames shot out of the tower and debris from the building and plane began falling to the ground.  I became sick to my stomach and the reporters on television did not know how to react.  Those of us watching were also told that the first plane that crashed into the north tower was American Airlines Flight 11, another Boeing 767.  I sat there in disbelief knowing that there had to be several hundred people on those planes and even more in the towers that had been killed.  Reporters began to describe the events as deliberate acts tantamount to terrorism.

Unable to watch the television any longer, I got in the car to drive into work.  I had the radio on and listened as there were reports of two more planes that had crashed, one into the Pentagon and another in rural Pennsylvania.  The government then orders the shutdown of U.S. airspace and all planes in flight are ordered to land as soon as possible.  Many on those flights are still not aware of what is going on.

For a Tuesday morning, the freeway traffic was light, no doubt many stayed home to watch the news.  I was the first to arrive at the office and went into my boss' office to watch his TV.  It was about 7:00 AM and I, along with the rest of the world, watched in horror as the south tower collapses entirely, just as any building does that is brought down by a controlled explosion.  Reporters begin to talk about tens of thousands of people that could possibly be in the tower.  A half hour later, the north tower collapses in the same fashion.  

A minute or two later and the phone rings at the office.  It is my boss who, just as I am, is in disbelief about what is happening.  He then instructs me to contact other employees to let them know they do not have to go into work.  The offices will be closed for the day. Local reporters advise listeners that schools and universities will be closed.  

Almost every media outlet, whether television, radio or internet, is carrying coverage of the events in New York, Washington D.C. and Pennsylvania.  We learn that the two planes that crashed into the World Trade Center towers had taken off from Boston and were both bound for Los Angeles.  The plane that crashed into the Pentagon was American Airlines flight 77, a Boeing 757, had taken off from Washington Dulles International Airport, also bound for Los Angeles.  The fourth plane, United Airlines Flight 93, also a Boeing 757, had taken off from Newark and was headed for San Francisco.  We would soon learn that passengers and crew members on that flight either had their cell phones or were using the Airphone to alert airline operations, the police and family on the ground that the pilots had been killed and hijackers were in command.  With those calls, they would learn that other planes had been hijacked and what had happened to them.  United 93 was hijacked over Ohio and was turned back, heading southeast.  Rather than let the plane be used to bring down another building, a group of passengers bravely stormed the cockpit and the plane came down outside of Shanksville, Pennsylvania.  There were no survivors. 

As the day goes on, more and more is being learned.  With U.S. airspace shut down, international flights that were in transit are forced to turn back, or land at remote airports in Canada, Mexico or any other location that can take them.  The only planes in  U.S. skies that day are military jets patrolling airports, escorting commercial flights in transit as they are directed to land at their destination, or other available airports.  All U.S. airports are shut down and would remain closed for several days.  In the days afterward, stranded passengers pack trains and buses, or rent cars to find their way home. 

We would also learn that the mastermind behind the attacks is Osama Bin Laden, the leader of the Al Qaeda terrorist network.  Bin Laden was at the top of the U.S. government's most-wanted list for his attack on the USS Cole in 2000, and for his first attempt to bring down the World Trade Center on my birthday in 1993.  We also learn that Bin Laden is hiding somewhere in Afghanistan, protected by that country's government run by the Taliban, an ultra-conservative, radical, and oppressive Islamic sect.  

In the days after September 11, the country comes together in a renewed sense of patriotism not seen since World War II.  Churches, Temples, Mosques and other houses of worship are packed by those seeking comfort, and seeking answers.  U.S. flags are flying everywhere.  Airports remain closed with everyone wondering when they will re-open, and what changes to security are needed before they can open.  We also learn in that week how Bin Laden's men were able to get through lax security at airports in smaller cities, with box cutters in their carry-ons.  

Like most of the world, I had a hard time processing what had happened.  As a frequent flyer, I had many friends at United Airlines and worried about how they were handling all of this.  They just lost friends, they did not know when they were going back to work, they also did not know if their job would still be there.  Flight attendants are filled with dread as it hits home that their co-workers on those planes were the "first responders," and that their job, already difficult, now comes with risks they never imagined.  I had worked as a flight attendant for another airline in the eighties, and wondered if in the same position, I would be able to go back facing the same risks.

For my younger readers, those born close to or after September 11, 2001, this world is far different than what it was on September 10, 2001 and before.  Us older folks who were witnesses to the events carry some feelings that are hard to describe.  We were witness to events that can only be described as evil.  Before 9/11 we felt more secure and more positive.  The economy felt more stable, we did not feel afraid to travel.  Heck, we were able to breeze through security at the airport, and we could even go to the gate without a boarding pass to pick up family or friends who were flying in.  That one day changed all that.  The next time you travel and find yourself standing in a long security line at the airport, be grateful, don't be aggravated.  That additional security comes from some very hard lessons learned.  

More for the younger readers - when traveling, appreciate the airline employees you encounter.  9/11 hit the travel industry hard, and their jobs are significantly more difficult.  Some airlines are no longer in business.  Front line employees at the airlines have to constantly be vigilant, and carry the worry that they not be the one who misses the next terrorist that is able to hijack a plane.  They are trying to get by with lower pay and benefits than they may have been getting before 9/11.  They also have to deal with increasing numbers of travelers with a sense of entitlement and faded memories of 9/11.  Before 9/11, it would have been unbelievable that pilots could be faced with the thought of carrying firearms.  

For the Flight Attendants, they have the most face time with customers, yet they are constantly under pressure from airline management to do more with less.  They are always expected to be friendly, courteous, and professional.  On top of that, they have to be trained and prepared to act as first responders, as Homeland Security cannot put Air Marshals on every flight.  And on every September 11 they are reminded that it was Flight Attendants who were among the first to lose their lives on that day in 2001.

As I do not have any kids of my own, I'm not sure what is being taught now in schools about the events of September 11, 2001.  It is not enough to recap those events in textbook history lessons, or watch documentaries on the History or Smithsonian channels.  There is 18 years of history, with wars, recessions, and ever-increasing political divisiveness, all of which we can trace the cause back to what happened on September 11, 2001.  That day taught us something else, that with television and the internet, we are no longer on the sidelines.  The most important lesson from that day is that freedom came under attack.  This is why it is so important that we "Never Forget."  

A closing personal note to my all my nieces and nephews - you will hear about your eccentric Uncle Jim who buys a ticket on United Airlines to fly from Los Angeles to New York and back on the same day every year.  With him he carries as many Starbucks gift cards as he can afford to hand out to United employees as a way of showing his appreciation that they are there on a difficult day.  It is also his way of letting them know that it is because of them that I can make that trip.  18 years ago, the choice to make such a trip was taken away from me and millions of others.  The responsibility to make sure that does not happen again will be passed on to you - this is why I take this trip every year.

A final closing personal note to Oscar Munoz and Scott Kirby.  You took great pride when the new livery was unveiled this year.  It looks great, but I need to keep up my challenge to you to put the United Tulip back on just 20 planes, 18 to represent the United employees killed on 9/11 , and 2 to represent the United planes that were used to carry out the attacks.  Those employees and those planes all wore the United Tulip that day.  Take 20 of your new 777's and 787's, paint the tulip on them by the front door along with the name of one of those employees that gave their life on that day.  I know you go around talking to employees about how today's United Airlines is not the United Airlines that was.  It was not random that United and American planes were used in the attacks.  They were chosen because of each airline's dominance around the world.  For your employees, there is no such thing as a United Airlines that belongs in the past.  Honor all your employees by honoring, not in words, but in deeds, those 20 Tulips that were lost on that dreadful day.  You are repainting the planes anyway, how much more could it cost to put a little extra color on just 20 of them?

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

16 Years and 16 Trips -

If you have been watching the news the last couple of days, you will see all eyes are focused on Hurricane Irma as it tracks towards Florida and the Southeast United States.  Irma has already left death and destruction across the Caribbean and is setting up to be one of the most powerful storms to hit Florida in a generation.  Irma also comes on the heels of Hurricane Harvey that clobbered Houston and southeast Texas.  With everyone focusing on Irma, recovering from Harvey, and also witnessing the devastation from the 8.1 earthquake in Mexico, it is understandable that this Monday's 16th anniversary of the attacks on September 11, 2001, may take a back seat in the news and in our minds.

Employees at United Airlines are still working hard to recover from Hurricane Harvey.  Houston is United's second largest hub, in terms of the number of passengers that pass through it. Thousands of United's employees were directly impacted by Harvey.  Not only those that are based in and live in Houston, there were hundreds of pilots, flight attendants and other employees based outside of Houston that found their layovers extended as they were stranded in hotels without running water and electricity.  There were also thousands of Houston based pilot and flight attendants scattered across the globe that could not get back to their homes and families for several days. 

As soon as they were able to, United was the first airline to volunteer its planes to ferry Red Cross, and other relief workers and supplies into Houston.  Right away, United employees began lining up to volunteer their own time to ready and crew those huminitarian flights into Houston.  That first Sunday after Harvey passed through, United was able to get its first plane out, a 777, carrying stranded employees back to the Chicago hub so that they could get flights back to their own homes.  What is notable about this flight is that United's president, Oscar Munoz, was there at the gate to warmly greet and thank those employees as they walked off the plane at O'Hare.  It is sad to say, but I cannot help but feel that neither Mr. Smisek or Mr. Tilton would have made such an effort. 

Now with Irma approaching Florida, United and all the other airlines have all spent the last few days working hard to get passengers, planes and employees out of harm's way.  As I write this, I think all of the airlines have, by now, shut down their Florida operations and have began making plans to resume service once the storm clears.  It would be something to witness how airlines operations employees put these plans together.  These professionals have to figure out how to move hundreds of planes, thousands of employees, and thousands of passengers in some fashion so that service to Florida and southeastern United States gets back to normal as quickly as possible.  Irma is not going to have the impact at United Airlines that Harvey did, but it is still a tactical challenge that rivals any major military action. Delta, American, Jet Blue all have hubs and significant operations in and around Florida, just think about what they have been going through the last few days.  As I watched the news this morning, forecasters were laying out a real possibility for Irma to still be a Category 1 hurricane as it goes through southeast Georgia and into Atlanta.  Atlanta's Hartsfield Airport is the world's busiest and Delta's largest hub.  I think there are a lot of operations employees and managers at Delta right now putting in a lot of overtime figuring out how to plan for the possible closure of the Atlanta airport.  Comparing Hurricane Irma to Harvey, Irma is similar in size and strength, and officials are expecting the storm to bring deadly winds, ten to fifteen foot waves, and record amounts of rain over several days.  Of course, my prayers go out to all those are being affected by Irma, and that they are safe and remain safe until the storm passes.  

This Monday, September 11, 2017, is the sixteenth anniversary of the terrorist attacks that shocked and permanently changed our world in so many ways.  Unlike with Harvey and Irma, there was no time to prepare for what was about to happen.  In just a few minutes, four passenger jets, two from United Airlines and two from American Airlines, were commandeered by Al Qaeda terrorists.  They killed flight attendants, pilots and passengers to gain control of those planes shortly after they took off from Boston, New York's JFK airport, and Newark.  767's from United (Flight 175) and American (Flight 11) were flown into the twin World Trade Center Towers in New York, and an American 757 (Flight 77) was crashed into the Pentagon in Washington.  With the fourth plane, United 93, another 757, after finding out what was going on, heroic passengers and crew members banded together to regain control of the plane.  They stormed the cockpit, but sadly, the plane crashed in a rural area of Pennsylvania, killing all on board.  In horror, the world watched as the planes that crashed into the World Trade Center towers burned as thousands of people tried to escape.  In a matter of a couple of hours, the fires caused by the jet fuel caused the support structure of the towers to weaken.  One right after another the two towers collapsed in a matter of seconds.  2,997 lives were lost on that day.  

The first to lose their lives that day were flight attendants from United and American Airlines as they tried to stop the terrorists from commandeering the cockpits.  September 11 is a difficult anniversary for employees at United and American as they are reminded of the friends and colleagues they lost.  They also remember the fear and uncertainty they felt as all flights were grounded and the U.S. air system was shut down for three days.  They also remember what it took to recover as they had to figure out what to do with thousands of planes, employees and passengers that were stranded all over they world.  Most significantly, they had to set aside their grief, and then find the the strength and spirit to assure passengers and themselves that the skies were once again safe to fly.  

With Hurricanes Harvey and Irma fresh in our minds, and September 11, 2001 a day that should not be forgotten, the lesson in this post is that our nation's airlines are about their employees and they are about teamwork.  We take them for granted that they will always be there, and we complain about service; the reason being is that most of the flying public does not understand what it takes to run an airline.   More than in any other industry, airline employees are especially dedicated and they are proud of what they do.  You would have to be to put up with the flying public and put up with ivory tower managers constantly looking down to see where they can cut costs.  

If you are a regular reader of this blog, you know that every September 11, I fly to New York and back on United Airlines.  The tradition started out as my way of demonstrating to myself and to employees at United that I was not going to be afraid to fly again.  As the years have gone by, and I have gotten to know many of the front line employees at United, September 11 is a good day for me to really show them how much I appreciate their hard work, dedication and the sacrifices they have made to keep United flying.  There have been so many changes at United since September 11, 2001.  There was a lot of bad there for awhile, especially after the merger with Continental, but things are getting better. I still miss the vision and pride that United had in the 1990's, but it is nice to finally have leadership that recognizes that an airline's most valuable asset is its employees.  If Mr. Munoz were to grant me one wish though, it would be to bring back the tulip.  When I look at the planes and walk through the terminals, it just does not feel the same without that iconic red and blue "U's" that together look like a tulip flower.

I am looking forward to this trip.  I will be flying up through San Francisco to connect to a flight to Newark on one of United's brand new 777's with the new Polaris cabin.   The new Polaris cabins are supposed to set United apart from all the other carriers.  I know I may not get the full Polaris treatment that is offered on international flights, but It will be nice to try out the new seats.  Most of all I am looking forward to seeing my friends and thanking as many of the employees as I can.  The attacks on September 11, 2001 affected all of us in different ways.  As horrific as the day was, it should never be forgotten.  For the employees at United, 9/11 is always going to be a difficult day.  If you are traveling on United, American or any other airline on Monday, take a minute to thank the employees that you encounter.  Thank you again for reading, and thank you for all of your support and encouragement.  Most of all - Thank you for keeping the Skies Friendly!

P.S. - Hurricane Irma, Hurricane Harvey, the earthquake in Mexico, and the events on September 11, 2001.  One thing they all have in common is that the Red Cross and its relief workers were and are there to help.  Consider donating at this critical time for them.  In addition, there are United employees that lost their homes and belongings to Hurricane Harvey.  The Association of Flight Attendants, AFA/CWA, has a disaster relief fund set up to help their members.  They are taking donations at afacwa.org/drf.  Monday would be a good day to take a moment to donate to those that need our help now.  Thank you!

Oscar Munoz' United Airlines - are the Skies Friendly again?

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.