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.

15 Years and 15 Trips...

In yesterday's Wall Street Journal (Friday, September 9, 2016), there is an Opinion piece written by Anita McBride who was the assistant to President George W. Bush back on September 11, 2001.  Ms. McBride briefly tells readers what it was like for her back on that fateful day 15 years ago, and how they were evacuated from the White House and set up make-shift offices in a building nearby where her husband worked.  What struck me most in this piece was something Ms. McBride had to say about today.  She currently works at American University and to quote "I am reminded that each new freshman class is further removed from the shock of that day and the anxiety of its aftermath.  They may have read about 9/11 in a history book, but as with other significant events in history, it's easy to lose a sense of connection to their impact without access to firsthand accounts."

I would like to know what history books are teaching those that were born after or are too young to remember the events of 9/11.  I remember that my history studies were merely learning about people, places, dates and events.  A lot of facts were memorized, and if you took an interest in one particular period or event, you could broaden your studies to include the social, economic and scientific impacts coming from that one period or event.  What was missing in those studies were first-hand accounts of thoughts and feelings for those who were witness to, either directly or indirectly, these significant events. 

What are young people learning in school about the attacks on 9/11?  I am not sure, but I hope it is more than facts and figures, or worse yet, dissections of how the United States government and military responded.  What I want young people to understand is how overwhelming it can be to be shocked into a realization that the world is never going to be the same.  Young people also need to understand the overwhelming helplessness that was felt as we watched events unfold on TV.  Young people also need to understand that we witnessed real evil that day, yet we were also witness to an unprecedented coming together of people and nations with a resolve to bring down that evil.  

First among the casualties of those attacks were the 265 passengers and crew on the four planes that were hijacked.  Immediately after the attacks, the nation's air traffic system was shut down and all flights were grounded for three days.  Employees at all of the airlines, but notably United and American, were all in shock.  The employees not only had to grieve the loss of their flying partners, but they had figure out how to get the planes back in the air and on schedule as quickly as possible.  They also had to face a new fear that there would be more hijackings.  That meant increased security, and everyone was under suspicion.  They all did it though, even though their world was never going to be the same.  

Over the years, employees at United Airlines have told me their stories of that day and the subsequent days after as they worked to get planes in the air again.  They had to set aside their own fears about their own futures and just focus on making the skies friendly again.  It is something they did well, and continue to do well.  This is something that I am grateful for, because as I watched the events unfold on TV, i not only grieved at the loss of life as it unfolded on TV, I grieved for the friends I had made over the years as a loyal customer for United Airlines.  There was nothing I could do for them on that day.

United and American Airlines have had their share of rough times since the attacks , but they bounced back and are still here when we want them.  Today there are a lot of new hires at both airlines, younger people who will not have the same perspective as their senior flying partners.  I want to use this post to say something to the new hires at United Airlines - consider yourself as very fortunate, and respect the honor you have been given to be a part of the Friendly Skies.  There is rich heritage here, and you can learn so much from your senior associates and flying partners.  Tomorrow, and on every September 11, you may notice a somberness and sense of mourning among the employees and customers that are flying on that day. That somberness you see comes from being witness to the events of 9/11 and losing people that they knew.  Respect that and give your very best when you go to work not only tomorrow, but every day.  You are the ones that need to carry on and not waste a rich heritage.  

Tomorrow I will be taking my 15th, September 11 trip.  Every September 11, I fly United Airlines to the east coast and back and will take a moment to thank the United employees and managers I come across on this trip.  For you new hires, 15 years from now you may still hear about this crazy old geezer making these trips.  Well for this old geezer, this is a way to remember and talk about those things you did not learn about in your history classes.  On September 11, 2001, the choice to fly United Airlines was taken away from me, but on September 11, 2002, I made the conscious decision to fly United Airlines, and have done so every September 11 since then.  These flights are my way of saying thank you for letting me be a part of the Friendly Skies.  

Tomorrow's trip has me leaving LAX for SFO at 6:20 in the morning.  I'll connect with a 10:20 AM flight from SFO to EWR, and the head back to LAX on the 8:40 flight that evening (whew, that's a long day).  I will have some Starbucks cards and wrist bands to hand out as my way of saying thank you.  For any new hires, I hope I get the chance to meet you and let you know how important United's Friendly Skies are to me and your flying partners.  For my friends that I will not be able to see tomorrow, I hope the day brings some good memories to help you deal with the bad.  

Closing Postscript
My last post talked about how United's Flight Attendants were voting to ratify a joint tentative agreement that would finally bring together the three working divisions into one.  No more UA metal vs. CO metal.  Congratulations to you all as the joint contract was approved by 53% of the voting members.  You all worked very hard to get to this point, and I think your AFA leaders and negotiating committee did accomplish the goal of achieving an industry leading contract.  I have supported and stood with you in this effort, and I do not think you would have done so well without the resources of the AFA.  As the airline works to integrate your schedules take some time to get to know each other.  You are all part of something that can surpass the competition by coming together and learning from each other.  Again - Congratulations - you all deserve the very best.

Important Election Year Decision to be made...

Dear Readers -

Thank you again for all of your kind messages and support.  I apologize for not being able to update the blog more often, but I know you understand that work and life's other challenges just sometimes get in the way.  Since the last post, I have been to the Shareholders' meeting in Chicago, and I received a response to my letter to Mr. Munoz.  I will write about those in a post to come out soon. The biggest news is that a Joint Agreement has finally been worked out for United's Flight Attendants.  It is a good contract, and at this time, United AFA members are casting their "Yes" or "No" votes for contract ratification.  I know there isn't much time left to vote, but I wanted to weigh in and hopefully help some of you that have not voted to make your decision.

Joint Tentative Agreement Announced for United's Flight Attendants

It took six years, A LOT of hard work and time, but on June 24, 2016, after a marathon final two days of hammering out the last details, the Joint Negotiating Committee (JNC) for the United-AFA announced that a Joint Tentative Agreement (TA) had been reached. AFA leadership and the JNC were all committed to coming up with an industry leading contract and as details were released, it became clear that they had achieved that goal. On the "Our Contract" web site  at www.ourcontract.org, the AFA has posted a chart summarizing the key points that make this contract "Industry Leading."  You can check it out here - www.ourcontract.org/docs/ta/industrypdf.

I have read the full text of this TA, and I will admit I do not understand every detail.  However, after reading all of it, I finally feel like I can exhale.  The JNC actually did it, they worked out a contract that is far better than the agreements the three working subsidiary groups are working under, and a contract that by all appearances is better than the contracts for the Flight Attendants at Delta and American.  United's Flight Attendants now have until noon eastern time on Friday, August 12, 2016 to ratify the new contract.  

If the contract is approved, the new pay scales and work rules will go into effect in September of 2016.  United management is saying that it will take eighteen months to fully integrate the seniority lists and actually have all Flight Attendants working together.  Pre-merger United and Continental Flight Attendants have different scheduling systems and it is going to take time to update the programming and migrate the United Flight Attendants over to the system currently being used by Continental Flight Attendants.  United Flight Attendants will need to be trained for the new Boeing 787's flying as Continental metal, and Continental Flight Attendants will need to be trained to work on United's AIrbus and Boeing 747 metal.   Then there will need be joint training for the new scheduling system, and for the new Polaris® Business Class product being introduced into the fleet.  Most importantly, during this time, the three groups are going to finally have to bring down some walls, come together, and define for themselves and as a group, what it means to be a United Airlines Flight Attendant.

From what I have seen and heard, the majority of pre-merger United Flight Attendants are voting "Yes" for the contract.  It is hard to gauge how pre-merger Continental and Continental Micronesia Flight Attendants will vote, but those that are speaking out are saying to vote "No."  There remains some animosity toward the AFA by pre-merger Continental Flight Attendants, and there is a grass-roots effort underway, focused in Houston and Newark, to form a new union, the United Flight Attendants Association (UFAA).  Those leading the effort behind the UFAA are sending out the message that the AFA and its JNC have thrown the Continental Flight Attendants under the bus, so to speak, and that they can negotiate a better contract.  I have also heard that it is just an accepted position to vote "No" on the first go-around and by doing so you force management to make more concessions.  

I have been publicly standing behind United's Flight Attendants since 2004, and have made many new friends in this time.  I have been there as they were forced to make concessions in order to save the company, and I have stood with them on the picket lines as they began to speak up and say enough is enough.  I have always encouraged United's Flight Attendants to stand their ground because they deserve better.  I have also stood up to United management and challenged them on their misguided efforts to keep seeking concessions from these employees that spend the most time with the customers.  Contract negotiations were going nowhere while Mr. Smisek was running the ship.  It was not until after he resigned and Mr. Munoz stepped in that real progress was made.  

I say all of this because my experience is telling me that this is a contract that should be approved.  For my Flight Attendant friends that are reading this, if you have not yet voted, I encourage you to vote "Yes."  Here is why - economic winds are changing and airlines are facing new challenges that are affecting profitability.  All of the airlines are seeing declines in Unit Revenue, and if those declines are not reversed soon, management is going to be looking at costs.  The longer it takes to come up with any joint agreement, the greater the chance that management is going to be pressured to take back some of what they have given in this proposed TA you have in front of you now.  

The other reason to vote "Yes" now is that you have new management that has a greater vision for United Airlines.  They know how important the Flight Attendants are to the success of the company; however, they also have to answer to shareholders.  Airline stocks have taken hits this summer, and United Continental has two large shareholder groups that have taken a more active position.  So much so that they have been able to force changes to the Board of Directors.  If United's Flight Attendants do not ratify this TA now, there are shareholders that have demonstrated that they can force management to change their position.  For these shareholders, having an industry leading contract for the Flight Attendants may no longer be as important as doing what is necessary to turn the share price around.  

Most importantly, vote "Yes" now because you have something that is concrete in front of you and it cannot be changed if times get tough.  You will see bigger paychecks, be able to keep your benefits, and have industry leading work rules and protections.  You will also have the pride that once again comes with being part of something special; where three groups with rich and proud heritages have come together, and that you played a part in making sure that this new United Airlines is better than ever.

If you have any questions, go to the "Our Contract" web site where you can find a lot of information about the TA and the improvements that are coming with it.  In addition you can always contact your local AFA representatives.  Volunteers are out there now at every domicile making themselves available to answer your questions.  In addition, MEC officers are still out there conducting road shows that you can attend to ask your questions and voice your opinions.  

Your local MEC officers and volunteers, and the JNC have worked so very hard in this last year to get to this point, so when you see them, no matter how you have voted, take the time to say thank you.  In addition, you have a powerful advocate in Sara Nelson as head of the International AFA.  She has stood by you on the front lines and she is a proud and dedicated United Flight Attendant.   I first met Sara in 2008 at the UAL Shareholders' Meeting here in Los Angeles, and I have watched her work very hard for United's AFA members since that time.  I do not think you would be here now voting on this Industry Leading Contract had it not been for the AFA.  

Dear Mr. Munoz -

Dear Readers -

Below is a letter that went out to Mr. Munoz today.  I hope to see many of you at the Shareholders Meeting on Wednesday!   Have a good weekend...

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June 3, 2016                            ** Via Fedex Overnight **

Mr. Oscar Munoz, President

United Continental Holdings, Inc.

233 South Wacker Drive

Chicago, Illinois  60606

RE:  Polaris ^® is nice, but….

Dear Mr. Munoz:

This letter is long overdue in going out to you.  The first order of business is to thank you for stepping up to take over for Mr. Smisek after his resignation.  The last nine months have obviously been stressful for you, and despite your health setback, you have remained committed to your vision for United Airlines.  You are to be admired and respected for making such a commitment, and sticking to it at a time when I am sure you were being advised to take more time off to recover and not risk your health.

When you took over for Mr. Smisek in September of 2015, the first thing you did was to publicly acknowledge to your employees and customers that mistakes had been made by management ever since the merger between United and Continental was completed in 2010.  Unfortunately, five years of those mistakes have led to a pretty sizable defection of premium customers to the competition, and a very noticeable decline in employee morale.  You do not know how long and hard I have been trying to get the attention of management and the United Continental Board of Directors that those mistakes were being made.  No one seemed to listen as I was saying that the merger was not going as smoothly as Mr. Smisek and his team would have wanted us to believe. 

By way of introduction and so that you know where I am coming from, I am a long-time loyal premium customer as well as a shareholder.  From the late 1990’s until the merger in 2010, I held either 1K or Premier Executive Status in the Mileage Plus program and I spent an average of $xx,xxx per year on travel for just myself through the Pass Plus program.  Since September 11, 2002 I have flown on United every September 11 to show my support for the front-line employees that still mourn the loss of their flying partners on that awful day.  When the airline entered bankruptcy, I started to hand out Starbucks gift cards to employees I encountered, because I want them to know that the customers do see how hard they work and the sacrifices they have made to keep United flying. In 2006, employees and managers for United Airlines at LAX named me their “Customer of the Year.”  I remain humbled by that honor because it is I who admires their dedication and pride in making sure the customers know how uniquely special it is to fly the Friendly Skies. 

Under Mr. Smisek’s leadership, United Airlines lost sight of customers such as myself and I no longer looked forward to my trips.  I am now down to only 4 trips per year, and spend less than one-fifth of the amount I used to spend every year.  I still pay for First Class seats, but the United First product is disappointing and I always seem to regret my decision to spend so much.  Boarding lanes at the gates, like horses being lined up at the paddock, are degrading; and now anyone with $50 can buy Premier Silver status or access to the United Clubs.  I long for the days when status had to be earned and the Red Carpet Clubs were a haven for weary road warriors.  Despite the disappointing changes, what I still look forward to is my interaction with the employees when I travel.  It is because of them that I have remained loyal to United.

Yesterday’s unveiling of Polaris ^® was exciting news.  As a customer, I look forward to the chance to try it out, and as a shareholder I hope it is what will do the trick in bringing back premium flyers lost to the competition. However, as a shareholder I am concerned by how long it is going to take for customers to actually experience Polaris ^® and the lack of news about what improvements are going to be made now to win customers back.  Most lacking is any news about substantive improvements to the domestic product, especially trans-continental flying which is important to me.  I do hope you will let shareholders in on the cost of the Polaris ^® rollout at the Annual Meeting on Wednesday (June 8, 2016). 

With the announcement yesterday, I had a sense of déjà vu as I recalled Glenn Tilton’s enthusiasm over the $350 million commitment to the “International Premium Travel Experience (IPTE).” Like with Polaris ^®, the new seats were to be industry leading and premium customers would see improvements in meal service and amenities.  The IPTE conversion for the wide-body jets started in the fall of 2007, and Mr. Tilton made this product the centerpiece of his presentation at the Annual Meeting in 2008.  At that meeting I questioned Mr. Tilton on the wisdom of committing so much to this product while he and the Board were failing to address their promise to return so much of what was given up by the employees as it struggled through bankruptcy.  I will paraphrase what I said to Mr. Tilton at that meeting when I say “Polaris ^® is nice, but I do not think it is going to put smiles on the employees’ faces.”  It was not until 2011 that the IPTE rollout was completed, and Continental management felt that it was something that was not going to fit in for their vision of the airline and IPTE was forgotten.

So much of the success of Polaris ^® is going to be dependent on the experience that is delivered by the Flight Attendants; therefore, I think it is critical that you make it a priority to come to an agreement for a joint contract for the Flight Attendants.  Flight attendants from the three operating groups, pmUA, pmCO, and pmCMI, have all had to endure too many negative changes over the last six years.  There have been furloughs and then recalls, forced cross-overs, loss of seniority, more inefficient dead-heading, non-responsive crew and hotel desks, sub-standard layover hotels, and I could go on with more. 

Mr. Munoz, if you want to be an industry-leading airline, you now have your chance by accepting an industry-leading contract for the Flight Attendants immediately.  If you want to deliver a premium experience, you need Flight Attendants that are rested, well-trained and not held back by managers that can only look at cutting costs and how big their profit sharing check will be.  You need to back the effort that calls for minimum 10-hour rest periods for the industry, and you have to give your Flight Attendants the choice to say that a 13-hour or more duty day is too long.  They also need quality uniforms that are well-designed, flattering, and convey a premium image. Senior Flight Attendants need to be honored for the years they have put in, and Junior Flight Attendants need more respect when it comes to scheduling.  They also need more mentoring by supervisors once they start flying.  I cannot think of a better way of showing your commitment to winning back the customers by announcing that United Flight Attendants will have a contract that bests the competitors and once again makes these hard-working professionals proud to be a part of the Friendly Skies. 

I will be there at the Shareholders Meeting on Wednesday and I hope there is a chance for us to meet in person.  Thank you, once again, for acknowledging that management had made mistakes and that there was a lot to make up for with employees and customers.  It was encouraging for me to hear someone at your level agree with what I had been saying ever since the merger was completed.  I just caution you not to lose sight of what you first set out to do.  There are a lot of improvements that can be made now to win back customers and accelerate United’s ascent to the top.  Keep focusing on your front-line employees; and beyond that bring back the red, white and blue United tulip; refer to the planes as Friendships and Proud Birds, and serve Starbucks coffee.  I think you would be surprised how far those little steps will take you.  Thank you for your time and attention to this long letter, it is sincerely appreciated.

Kind Regards,

 James (Jim) Anderson

Mileage Plus #HVC21479