United Airlines: More Inconsistent Service
If you have ever flown United Airlines, you know that inconsistent and often indifferent service is one of their core competencies. They taught me that lesson about their company again when I flew them to/from New York City via Denver to attend The World Business Forum.
United is one of the many airlines that now charge for every checked bag. This creates a strong incentive for passengers to check fewer and carry on to the plane more bags. But more passengers carrying more bags onto planes to fit into the limited overhead bin space means an increased potential for late takeoffs. On-time takeoffs is one of the statistics tracked in the Airline Quality Rating report, where United Airlines’ overall quality ranked a dismal number 13 of 18 total airlines ranked in the report.
My first flight, UA 268 from Reno to Denver, was impressive. My third flight, UA 361 from La Guardia to Denver, was the exact opposite.
On UA 268, the ground crew made an announcement before the plane boarded that the flight was completely full, and they went on to explain this meant that overhead bin space would be a premium. They emphatically requested that only carry-on luggage be placed in the overhead bins, and that all other items (bags, coats, briefcases) be placed under the seat in front of you. The ground crew sold it, and the flight crew made it work. Every carry-on made it on the plane and the flight left on time.
On UA 361, the ground crew announced that the flight was completely full, but nothing was said to the passengers about what they should do to make sure all carry-on luggage was properly stowed so the plane could leave on time. I had an aisle seat in row 30, so I was among the last 20 or so passengers to board the plane. I was stopped in the jet bridge a few feet from the door of the plane and forced to check my carry-on bag (no charge). I was not happy about that because I knew it would cost me 20 additional minutes at the end of my trip to pick up the bag that was now in the belly of the plane instead of an overhead bin.
As I walked to my seat after surrendering my bag, I must have passed at least 7 wide open spaces in the overhead bins, including one right above my seat in row 30. I also passed at least 7 other bins that were stuffed with jackets and small bags that should have been under the seats in front of the passengers that brought them on the plane.
But the ground and flight crew of UA flight 361 used a different system than the ground and flight crew of UA 268. There was enough open overhead bin space on UA 361 for my bag and the bags of every passenger in line behind me, if they had used a more effect system.
At the end of UA flight 361, I approached two flight attendants to explain what happened to me and to make a suggestion for improvement. Knowing they have a tough job, I was purposefully calm and very polite. They blew me off completely. They made very little eye contact with me, never thanked me for my time and effort, and in the end told me in a very condescending way “you don’t understand.”
I understand very well, actually. The system they used to load the plane could have produced a different result. The crew of UA 268 taught me that, and I witnessed myself the open bin space that they told passengers did not exist. The system they used could have worked better, but they were not interested in improvement.
I understand very well that they work for a company where it is acceptable to not care about improvement and to be rude to customers that sincerely want to help. That’s simply unacceptable. I appreciate the fact that they focus on passenger safety and operational efficiency (on-time departure), but at United Airlines they seem to use that as an excuse to justify treating customers with indifference.
Because UA does not have better control over their systems, the customer experience is highly variable, subject to the idiosyncratic interactions between each ground and flight crew. This allows good will and positive social capital earned by crews on one flight to be wiped out by crews on other flights. It’s not the impressive service of UA 268 that will determine how I spend my money in the future; rather, it is the poor service of UA 361 that I will not soon forget.
Another big problem is the United Airlines systems are not designed to treat us as customers, only as passengers. Passengers are simply objects that have to conform to FAA regulations. Customers are human. Some customers are real jerks, but most of them know that employees have a tough job and really want to help. Customers also have voices and choices, and companies that treat customers with indifference and disrespect merit bad word-of-mouth marketing and lost business.
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Service System Failure: A Tale Of Two Hotels
About the Author: Bret L. Simmons
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- Built to Deceive: When organizations intend to mislead us | October 14, 2010
Welcome to my blog! Please feel free to share your thoughts in the comment section of my posts. I publish all constructive, non-anonymous comments. 
Bret,
I had the exact same experience flying from Boston to Denver about three weeks ago. The only difference is that once I got on the plane and walked past all the empty overhead bins, I ran off the plane and made them give me my bag back! I also told the flight attendant (in a kind manner) that it was inconvenient to have to check my bag when so much overhead bin space was available. I didn’t even get a verbal response. She simply reached down and pulled of the pink tag that identified my bag as checked at the gate. Ugggh. Such poor customer service.
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Bret L. Simmons Reply:
October 11th, 2010 at 6:59 am
I never thought of that! I never expected an apology when I talked to the attendants, but it really pissed me off that they treated me like a nuisance and never even thanked me for taking the time to share my concern. That’s just bad service anyway you look at it. Thanks, Casey! Bret
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It’s bizarre what’s happening in the airline industry. I used to fly a lot (mostly in Canana) and it was bad enough then, but it’s deteriorated further. I’ve flown United a few times to San Diego and it was quite lacklustre. Howeever, since my last trip in 2007, their service has really gone into the toilet from what I;ve read. It’s clear they’re using whatever services as mini profit centers, such as charging for bags.
When an organization’s senior management doesn’t respect its employees and doesn’t give a crap about its customers then bad things happen. How low will United go before imploding inwards upon itself? Stay tuned. The end is near.
If it’s any consolation, Air Canada from what I’ve read and been told has managed to keep its service at some degree worthy of human respect – though I’m not convinced. If you have the opportunity, I’d be interested in your experiences on AC.
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Bret L. Simmons Reply:
October 11th, 2010 at 8:44 am
I think you hit a big point, Jim, that what the customer sees at the point of contact is a strong reflection of how senior management behaves. Thanks! Bret
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Another reason I love Southwest – AND, they don’t charge for bags!
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Bret L. Simmons Reply:
October 12th, 2010 at 9:48 pm
I’m going to start booking with SWA much more often. The experience is VERY consistent. Thanks! Bret
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Plus they tell great jokes, Kathleen
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Bret L. Simmons Reply:
October 12th, 2010 at 9:50 pm
Oddly enough, I’ve never been on a SWA flight that I can remember them either singing or telling jokes! Bret
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Hey, Bret, I hope you can take some time in the next day or two to track down a UAL Customer Service link and send your comments. Even better, send the link to this post including all the replies. Just sayin.
By the way, when Spirit Airlines wanted to charge for carry-ons, they were pilloried in the press — but it was for just the same reason you mention (they wanted to avoid delays caused by last-minute scrambles to check bags due to overstuffed overhead bins).
Personally I might pay an air carrier something extra for the right to keep my “carry-on” bag true to its name, if it could ensure a smoother getaway once we landed… but I think the ideal strategy is the more collegial system your outbound crew implemented. Problem solved, plus humanity preserved — a winning combo!
PS: How far are we from having to step on a scale at the gate, so they can charge by the pound for our own body weight?
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Bret L. Simmons Reply:
October 13th, 2010 at 2:20 pm
Do you think they would really be interested, Elizabeth? I am skeptical. Plus they don’t make it easy to even find out who these people are. Great question about body weight, and I think a fair one. Thanks! bret
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Bret, I think someone at UAL is listening. (Or should I say UAL/Continental — news about their finalized merger plans hit earlier this month. That alone could be the reason for the sourpuss faces on your LAG to Denver run…!)
Why should you complain to a big faceless website? Because there’s a face in there somewhere. The big companies always have a pathway for complaints to be escalated. Admittedly it can be hard to find. But at the end of that pathway there is usually a fairly nice person who operates with a small budget and a smaller staff. His or her job is to sort out the issues sent up the chain from more persistent complainers. The most compelling ones might get forwarded to the CEO’s office where they often do spark at least awareness, if not immediate initiative. The rest get dealt out and resolved to some degree before they cause significant PR, legal or financial repercussions.
So I think it’s worth tossing your eloquent observations onto a Contact Us web page.
In the process, you may win acclaim for the unsung heroes of your outbound flight. Your story might bring that team kudos or even put them in the running for a service recognition award, which they deserve, right?Their successful and humane resolution to the carry-on question, seemingly an isolated approach right now, could rapidly become the management-sanctioned procedure… especially if someone at United is looking for cost-effective strategies for improving their on time performance record.
Your point about the dismissive responses you got from the “bad” flight crew should be heard too. United obviously needs to work harder on their flight crew service chemistry.
Speaking of airlines, aerodynamically speaking, lift happens when a wing’s leading edge slices through the atmosphere and causes the air flowing over the top wing surface to be slightly less pressurized than the air below. Add thrust, and that slight difference in pressure makes it possible for a huge, 55-ton airplane to defy gravity and rise into the air.
Maybe your communication about the differences between your outbound and homebound service will be the leading edge catalyst that helps United Airlines rise above its frustrating service shortfall and get back to cruising altitude in its customer service. Your remarks are already so well-articulated; why not send them on?
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Bret L. Simmons Reply:
October 13th, 2010 at 6:02 pm
well, Elizabeth, I admire your optimism. I’ve flown UA enough to be less encouraged. Thanks! bret
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