20 Years, 20 Trips - It is all about RESPECT

Hard as it may be to believe, tomorrow marks the 20-year anniversary of the terrorist attacks on New York and Washington, D.C..  On the morning of September 11, 2001, Al Qaeda terrorists commandeered four commercial aircraft, two belonging to United Airlines, and two belonging to American Airlines, and carried out the worst attack by an enemy against American citizens, on American soil, since the bombing of Pearl Harbor by the Japanese on December 7, 1941.  There were 2,977 lives lost as a direct result from the attacks on 9/11, and there have been countless numbers lost in the twenty years since.  Whether it be U.S. soldiers war in Afghanistan and Iraq, or fire and rescue personnel who succumbed to cancers and other diseases brought on by breathing in the debris from ground zero.  In addition, Since 9/11/2001, there have been hundreds of additional attacks by Muslim extremists, around the world - London, Manchester, Paris, Marseille, Brussels, Madrid, Barcelona, Istanbul, Ankara, Bangkok, Moscow, Nairobi, Israel, Lebanon, Yemen, Iraq, and Afghanistan.  I may have missed some, but you get the point that the list is too long.

This year, the Covid-19 pandemic continues to dominate the lives of everyone around the world.  Vaccines were developed in record time to begin the effort to eradicate the virus; however, there are new variants emerging that get past the vaccine.  There are still a lot of people out there that have not been vaccinated.  The vaccines have not been approved for children under 12, and there are still regions around the world where the vaccine supply is limited or simply unavailable.  Then there are those that just simply refuse to get vaccinated.  As I write this, there are more and more hospitals reporting that they are being overwhelmed once again.  I just read on Wednesday that the small hospital in my home town or Rock Springs, Wyoming is having to add a second isolation unit to handle a new influx of Covid-19 cases.  I also heard on CNBC that the United States ranks up there with Kenya among the worst countries seeing a surge in new infections and hospitalizations.  Over 90% of these new cases are among the un-vaccinated.  On Thursday, President Biden made another attempt to reach out to the holdouts, urging them to get vaccinated, "for their own good, and for the good of others."  These holdouts continue to disregard the warnings, and offer many excuses.  I believe that behind these excuses is the lack of respect so many have for our President, his administration, Congress, and the courts.  

20 YEARS

I struggled with what to write about for this special 20-year post.  So much has happened in that time.  The man who planned the attacks on 9/11 and the leader of the Al Qaeda terrorist group, Osama bin Laden, was finally caught and assassinated in 2011.  U.S. Military forces invaded Afghanistan and Iraq with the goal of wiping out Al Qaeda and other Muslim extremists who sought to carry out more attacks on the United States and its allies.  Almost twenty years to the day after the attacks, President Biden ordered our military to turn tail, retreat and get out of Afghanistan.  This swift retreat left the door wide open for the Taliban to once again take power and put back in place a repressive government known for harboring terrorists.  Innocent Afghan citizens were left behind and we have to watch as the freedoms that our military worked so hard to gain for Afghani citizens just disappears.  Afghani women are once again going to be regarded as property.  With this fast exit out of Afghanistan, our military was forced to leave behind billions of dollars in sophisticated weapons and other equipment, which is now in the hands of radical Taliban forces.   The decision makers here seem to have forgotten their promises of twenty years ago to "never forget."

It took just over a year for the U.S. economy to emerge from the recession coming from the attacks, but it did rebound and and moved into a healthy and sustained expansion.  There have been setbacks such as the great recession caused by the lending meltdown in 2008, and then the Covid-19 pandemic which took hold in early 2020 and continues to hinder normal economic growth and expansion.  Since 2001, there have been four Presidents elected to lead the country.  Every candidate in every election has run on a platform that they are certain will unite the country; however, our country remains more divided than ever.  On 9/11/2001, the world came together like never before to support the United States.  Sadly, twenty years later, even with a global pandemic, the world seems more divided than ever.     

A lot has happened at United Airlines in the last twenty years.  Most notably, is the merger with Continental Airlines in 2010.  This merger was put together by Glenn Tilton, Jeff Smisek and their respective Boards, all of them eager to cash out.  What was billed as a merger, really was not, Mr. Tilton just wanted out and he just handed the keys over to Jeff Smisek.  Mr. Smisek proved to an arrogant son of a gun who was certain that customers and employees were going to like the changes he made with his United Airlines.   Well, the changes were not liked, long-time loyal premium customers were lured away by other carriers, and employee (Jeff's "Co-Workers") morale, especially with those coming from United Airlines, was the lowest it had ever been.  A bribery scandal involving Smisek and an official from the Port Authority of New York and New Jersey cost Mr. Smisek his job in 2015.  Oscar Munoz succeeded Mr. Smisek as Chief Executive and Chairman of the Board.  Mr. Munoz was liked and employee morale turned around.  Mr. Munoz was not an airline person though, and Scott Kirby, a former executive from American Airlines was brought in to eventually assume the role as Chief Executive.  In 2021, Mr. Munoz stepped down and Mr. Kirby added the title of Chairman of the Board.  It was under Mr. Kirby's leadership that United has been able to manage through the devastating downturn in travel caused by the Covid-19 outbreak.  This United Airlines in 2021 is far different from the United Airlines in 2001, and I long for that carrier that ferried its "Friendships" all over the globe.  What is unchanged is that there is still a base of loyal customers, along with dedicated employees who truly appreciate what it means to be a part of the "Friendly Skies."    

RESPECT

I thought and thought about the one message that could define these last 20 years.  Respect is a concept that can have as many different meanings as there are people.  So to distill it down, I had to ask some questions like "is respect earned or is it simply deserved?"  Does a title, a position of authority, or even wealth automatically mean someone is to be respected?  Is respect a right or a privilege?  Do we think of respect as an argument we can use to our advantage, or do we honor the respect that is bestowed upon us?  When and how do we  teach, communicate and enforce this concept of respect? 

As children, we are told that we must respect our parents, family, teachers, clergy and other adults in our lives, but unless we question it, we are not taught why someone is worthy of our respect.  As we mature, we begin to learn how the respect we are supposed to have for others is respect that has been earned, and at the same time we begin to learn how we earn respect from others.  As adults, we have already learned that the respect we have earned is not something to take for granted.  As adults, we also find ourselves wanting to teach younger generations about respect, how it is earned, and how those who have earned it are to be respected.

How does all of this apply to the events of 9/11 and our lives twenty years later?  If you are like me, you have to be worried about the younger generations following us.  I worry that they cannot understand why the lessons coming out of this tragedy cannot be forgotten.  I worry that they do not understand that those of us who were witness to the event have something to teach them.  I worry that they do not understand why this one day - 20 years in the past - needs to carry so much weight.  Most of all, I worry that the younger generations do not have the proper examples to draw from that they can respect.  

Look at all the recent incidents of flight disruptions, and the violence toward crew members coming from passengers who refuse to follow instructions.  A common pattern is emerging that identifies these unruly passengers - they are younger, and it appears as if they have not been taught to respect those in authority that have earned it, or worse yet, the examples that they draw from in their lives have shown them that it is acceptable to defy and belittle anyone who does not agree with them.  It is a worrisome pattern.  The Federal Aviation Administration mandates that all passengers and crew members are to wear proper face coverings to help prevent the spread of Covid-19.  Passengers who do not comply can be taken off the flight and will be fined.  Some disagreements between flight attendants and non-complying passengers have led to violence and injuries to crew members.  Yet, there are those who insist it is their Constitutional right to not wear the mask if they so choose.  The Constitution was drafted to give our Federal government the power to protect our borders and the well-being of all U.S. citizens.  The FAA mandate is not un-Constitutional, and flight attendants have been put on the front line to enforce the mandate, a job that they do not want.  It is a difficult position to be in, and the respect that should be shown to them is respect that has been earned.     

The events of 9/11 were a stark reminder that pilots, flight attendants, and all the employees on the front lines of the airlines, have been charged with the momentous responsibility for passenger safety.  These good people are all highly trained, they are required to work long hours, and they have to be the ambassador for the airline - and it all has to done with a smile.  There are very few airlines that did not have to go through bankruptcy after 9/11.  With those bankruptcies, airline employees had to take pay cuts or be laid off, and many lost their pensions.  Then there is the slowdown in travel coming out of the Covid-19 pandemic.  Unsure of what was going to happen, airline employees came together to do what was needed to keep their carrier flying.  This level of dedication by front-line employees is real, they want to keep doing their job and get us traveling again.  With this kind of dedication, how can anyone argue that they have not earned the respect they should be shown.  

The events of 9/11 also made us aware that front-line employees at the airlines are the first responders in the event of a threat, and they were then tasked with the added responsibility of recognizing new threats before anyone could be hurt.  That alone is a burden very few can handle, so anyone willing to watch out for my safety while at the same time having to put up with the challenges that come with the job, there is no doubt in my mind that person has earned the respect they should be shown.  Sadly, this uptick in flight disruptions by unruly passengers only confirms that the younger generation has gotten the wrong message.  These miscreants think they have the right to be respected, they do not understand that respect has to be earned.  

IN CLOSING

It is getting late and I do have to get up early in the morning for my annual sojourn to New York and back on United Airlines.  My 20th trip on 9/11.  I promise to wear my mask, I found one with the United tulip on it.  If I slip up and have to be reminded by the flight crew, it will only happen once.  I apologize for any rambling in this post, I found myself with little time to come up with something before tomorrow.  The media has done a lot this year to help commemorate this anniversary which makes it extra special.  The message needs to keep getting out every year, if not every day, that what happened on September 11, 2001 cannot happen again.  

To all my friends at United Airlines - thank you for keeping me safe in my travels over the last 20 40 years.  Thank you for always making me feel special, and THANK YOU FOR KEEPING THE SKIES FRIENDLY! ☺ 

19 Years, 19 Trips

This Friday, September 11, 2020, marks the 19th anniversary of the terrorist attacks on the United States, which occurred on September 11, 2001.  It is a day when we are tasked to never forget what happened, as well as to never forget the lessons that came out of that horrific day.  More importantly it is a day to never forget all of the lives that were lost, from the crew and passengers on the four planes that went down, to the people in the World Trade Center Towers in New York and the Pentagon in Washington, and to the first responders on the ground.  There were many brave souls who gave their lives for others on that day, and in the the subsequent wars that came out of the attacks.  There would also be more loss of life in terrorist attacks that have occured around the world over the last 19 years.  All of this loss, and the evil that is behind all of it, is why we must "never forget."  As I have done for the last 18 years, I will be getting on a plane, flying United Airlines from Los Angeles to Newark in the morning, and returning the same day.

With the Covid-19 pandemic, 2020 is turning out to be an especially difficult year, and it is understandable that any remembrances of the events from nineteen years ago may not carry the same weight for some as they did before the pandemic.  Sadly the pandemic is forcing the cancellation of many annual events commemorating the day; however, there are a couple of positive notes.  The first is that the 9/11 Memorial in New York will re-open for families this Friday, and will be open to the public beginning September 12.  The second is that 19th Annual Anniversary Observance will go on as planned at the United 93 Memorial in Pennsylvania. As in years past, the President and other dignitaries will be in attendance.  

What is common to the events of 9/11/2001 and this year's pandemic is the impact on the airline industry and the travel industry at large.  Just as with 9/11, the Covid-19 pandemic has led to an unprecedented drop in demand for travel.  For airlines, 2019 was a record year in terms of number of passengers carried, as well as profits.  Then in 2020, with a flick of the switch, as the virus began its spread across the globe, airlines saw demand drop precipitously.  Average load factors dropped down to the single digits.  Daily screening counts for the TSA went from millions of passengers to less than 25,000.  Demand has rebounded, but for this fall, it is expected to remain at less than 50% of the levels for the same period last year.    

I have been wanting to write about what has been going on for months now, but could not put together anything with any note of optimism.  The loss of jobs is staggering, and the resulting hit to the economy is even more staggering.  With the hopes that this crisis would resolve itself in less than a year, the U.S. government has has already pumped $6 trillion in the economy to soften the blow.  Everyone is hoping that Congress will approve another aid package to add another $3 to $4 trillion.  The unanswered question is when and where to stop.   Projections show that total U.S. debt in 2021 will exceed our annual Gross Domestic Product.  Everyone agrees that we will not see any significant recovery until a safe vaccine or cure has been developed.   We just do not know when that will happen.    

Unless another economic aid package is passed by Congress and the President before the end of September, U.S. airlines will be laying off hundreds of thousands of employees.  There just is not enough demand to support current levels of staffing without sending an airline into bankruptcy.  Not only will there be layoffs of airline employees, there will be more layoffs in airline related services such as catering, aircraft servicing, baggage handling, and TSA screening.  Then there are layoffs in airport food service and retail outlets, layoffs in air traffic control, as well as airport infrastructure services such as police and parking.  Many small airports could lose all airline service.  U.S. airlines are also the largest purchasers of U.S. oil.  The ripple effect will put millions more on the unemployment rolls for years to come.    

The point of all this is to give you an understanding of why the current battle in Congress for additional aid focuses a lot of attention on the airlines.  It also heightens the debate of whether propping them up with printed money is the right thing to do in the long term.  The only answer right now is "yes."  Before the pandemic set in, the U.S. economy was expanding at record levels not seen since World War II.  It has been six months since everything started shutting down in the U.S., but there remain hopeful signs in the economy, housing being a good example.  In addition, there is pent up demand for services that were forced to shut down.  People want to  get out of the house and go to the office or to school.  They want to go shopping, eat out at restaurants, see a movie, get a haircut and go to the gym.  The sooner a vaccine is available, the sooner that this pent up demand will be released and turn things around.  It is that pent up demand that is the key, and the best way to keep that demand level up is by keeping people optimistic.  The more people become disillusioned, the more they will hold back on their spending, and the changes we were forced to make to ride out the pandemic will lead to a permanent retraction in our economy.

To clarify - taxpayers are not handing out free money to the airlines.  They will be required to pay it back.  In addition, those that remain employed will continue to pay income and payroll taxes, and they will not be receiving unemployment benefits.  The sooner the airlines and travel related business get back to profitability, the sooner they will be paying corporate income taxes.  The challenge to get the additional aid package passed is Congress.  This is no time for our representatives in Congress to be adding on extras such as aid to cities who have mismanaged their pensions, or to charitable organizations with large endowments such as the Ford Foundation or Kennedy Center.  The aid package should focus on two things, (1) businesses that have been impacted by the pandemic, large and small.  Businesses that will keep people employed and re-hire those that have been laid off; and (2) the unemployed, so that they can continue to remain in their homes and feed their families until they can go back to work.  I would like to urge everyone reading this to contact both U.S. Senators from their respective states, as well as their congressional representative from their district.  You can find telephone and e-mail contact information at https://www.usa.gov/elected-officials. Your vote keeps them in office, and you have the right to demand that they act in the best interest of all citizens.  To make an impact, this Friday, September 11, would be a good day to let your voice be heard.  

I would like to end this post by talking about United Airlines.  As I write this, there are a couple of bits of positive news.  First, an agreement has been reached to avoid involuntary furloughs for United pilots.  I do not know all of the details, and I wish I could report the same news for United Flight Attendants and other employee groups, but this is positive news, and I hope for more to come.  Second, United has announced new service to Hawaii, India and South Africa beginning in December.   To make such an announcement, United management must see some recovery on the horizon.  

As you all know, every year on September 11, I fly cross country on United Airlines to show my support and to thank as many employees as I can for their hard work and dedication.  This is especially important this year as they continue to put themselves on the front line of the battle to make sure our journeys are safe.  I have been asked if getting on a plane is wise right now, especially if I do not need to make the trip.  My response is that United has taken every precaution to make sure employees and customers are as safe as possible, and more importantly, I do need to make the trip. 

To close - I would like to repeat my call to action and plead with United management to bring back the tulip, if only on enough planes to remember the United employees, and the United planes that were lost on September 11, 2001.  I cannot think of a better way for United management to show their commitment and appreciation to those on the front line keeping the skies friendly.  

Safe travels to you all, and thank you for everything that you do for us customers. 

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