Browsing Posts in United

This is a pretty dead week in terms of news, so I figured I’d pull out some lighter stories. One of our Cranky Concierge clients, let’s call him George Bailey, had an almost comically-terrible interaction with Orbitz customer service, and I thought I’d show it here.

George is in the middle of a holiday trip where the flight out was on United and the return on US Airways. It was booked on Orbitz, but he had two problems. The first was that his United Mileage Plus numbers weren’t showing up right with US Airways, and second was that after his upgrade cleared on United, that flight disappeared from the Orbitz reservation.

For the Mileage Plus numbers, I called US Airways directly and the airline had them showing up as Dividend Miles numbers. They fixed how Orbitz had inputted it and everything was fine. For the upgrade problem, this has happened a lot with United lately. It shows up fine in United’s system, and that’s all that matters. In other words, George’s reservation was fine all the way through. But the lack of good communication from Orbitz just made things worse.

Orbitz Customer Service 1

Seems like a pretty clear email, right? Where is the outbound flight?

Orbitz Customer Service 2

The response is clearly a form letter (“Dear Orbitz Customer”) and in no way addresses the issue at hand, so it’s time to try again.

Orbitz Customer Service 3

Again, a straightforward email. But this time, he gets a personalized response from someone different.

Orbitz Customer Service 4

Just reading this email made me want to reach through the computer. George never said anything about a return flight not being there. The outbound is missing. Is basic comprehension that hard?

Orbitz Customer Service 5

So he gives it a shot once again.

Orbitz Customer Service 6

Holy crap. Other than a passing mention of the real problem here, it’s not addressed. Instead, she gets distracted by the now-resolved Mileage Plus issue incorrectly saying that there are US Airways Dividend Miles numbers in the reservation. Not true.

Orbitz Customer Service 7

One last effort to explain things.

Orbitz Customer Service 8

Ah, the dreaded supervisor. I’m not sure what these regular agents are there for, because this question could have been answered about 100 times over, but it wasn’t. What a pain.

Orbitz 9

Really, all he needed was that last paragraph, but at least there was finally an end here. The good news is that United had everything looking right for his United reservation (he had no troubles on the flight out) and US Airways has everything set for his US Airways reservation, so it’s all good.

But what a frustrating customer service experience.

Someone sent me an article last week that I thought was pretty funny. Apparently, Airbus super salesman John Leahy thinks United is going to buy A380s. Now, I suppose that it’s possible, but I just don’t see why United would do that.

A380 Loves United

According to Leahy, an order isn’t coming anytime soon, but “United understands that if it wants to have a major presence in Asia it needs the A380.” He also says that with demand predicted to double in the US in the next 15 years, growth can’t happen through frequency increases at every airport. That leaves the A380 in his mind as the option of choice.

I certainly don’t have any inside knowledge on this, but it would surprise me to see United pick up A380s in the near or even distant future. Why? Because it doesn’t really need the airplane.

Yes, there are some airports that are capacity-constrained that will have a hard time keeping up with increases in demand, but that doesn’t mean United needs a huge airplane. How many routes are there that United even wants to use its biggest 747s on? Not a ton. Leahy might be concerned about New York, but many of those European markets aren’t big enough to support more than a 757 or 767. If demand grows, then United has plenty of airplanes that it can use that are larger. It doesn’t require an A380-sized airplane by any stretch.

Are there some routes that might benefit from an A380? Potentially. There are some capacity constrained airports in the world – notably places like London and Tokyo. But is that enough reason to order the A380? So far, no US carrier (and very few worldwide) has seen a reason. There are so few routes that these airlines would like to have an A380 for that it’s not even worth considering.

So has something changed with United’s thinking? I don’t know, but this sounds to me like an overly optimistic thought on the part of Airbus.

The last couple of weeks have been action-packed when it comes to labor issues with each of the big three legacy airlines. For one airline, it’s good news while for the other two . . . not so much. Let’s just go in alphabetical order for lack of a better plan. If you’re a traveler, there’s only thing you care about. Will it impact your travels? With two of the three, minor disruptions are possible at most, I suppose, but I wouldn’t worry about it.

American
In the last month, there has been a ton of momentum for American to finally come to an agreement with its pilots. This comes from a combination of two things. American pilots elected a far more rational leader awhile back in Dave Bates, so that right away makes a deal more likely than under the old regime. From the other side, American is feeling pressure for a few reasons.

Probably most pressing is the fact that American has seen a large number of pilots retire in the last few months, far more than normal. That means that American needs to do a lot of shifting and training to fly American Gives Pilots Final Offerits airplanes, and it’s trying to get relief from the pilots to be a little more flexible during the transition. The pilots, however, said that no relief will be given unless it’s part of a full contract. This is where the potential for disruption lies. If American doesn’t have enough pilots, then some flights could cancel. American should know this in advance, however, so I wouldn’t look for any last minute issues.

The other big issue for American is that investors are getting antsy. Without a new contract in place, there’s a higher concern that American could file bankruptcy. The stock has been beaten up, losing half its value in the last three months. We all know that American’s leaders don’t like when that happens, so the pilots have some leverage here.

There seemed to be some progress on the negotiations until American put out its last, best offer. The airline decided to negotiate in public by putting this out on its website. The pilots were not happy with either of the two options. While I always expect union leaders to complain, it sounds like the rank and file doesn’t like it either. And that means we’re probably back where we started.

I still don’t expect bankruptcy any time soon, but if it happens eventually, this would undoubtedly be like many of the other bankruptcies over the last several years where operations aren’t impacted. So don’t worry.

Delta
Delta is the good news “meat” in between the two slices of “bad news” bread here. After a long, drawn-out process, there is finally labor peace with the flight attendants. See, pre-merger Delta Flight Attendant Integration ApprovedDelta flight attendants were non-union but pre-merger Northwest flight attendants were union. There was an election a year ago to see which path would win, and the votes went in favor of doing away with the union by a clear amount.

The union, however, challenged the results, saying that Delta had interfered with the election. This is generally standard operating procedure any time a union loses, but this time, the union was told to stuff it. The National Mediation Board says that there wasn’t enough interference to influence the outcome, so the vote stands. Delta’s flight attendants will remain non-union.

While some flight attendants will be unhappy with this outcome, it’s a done deal and the integration can continue.

United
Then there’s United. The negotiations with pilots are ongoing, and really I haven’t heard about much progress. But the bigger, more important short term issue is with training.

Continental and United both have different procedures in the cockpit, but they need to be harmonized before the airline can become one under a single operating certificate. According to the pilots, it sounds like on the 757, 767, and 777 fleets, there are a lot of changes being made and most of them are standardizing with Continental procedures. So, United Pilot Computer Trainingthe United pilots have a lot of learning to do.

The airline has decided to do all this new training via computer instead of in a simulator or in a classroom. The union thinks this is inadequate considering how big of a change it is, and I get the feeling after talking to some folks about this that very well might be the case. This is far from my area of expertise, so maybe some pilots can chime in below. (You can read the full report from the union.)

The airline keeps pushing on, however, and CEO Jeff Smisek had some harsh words, saying that union leaders “are crossing a line that is shameful and inappropriate between safety and industrial relations.” The FAA won’t step in, so it looks it’s a go. The new target date is, I believe, November 30.

What’s the hurry to get this done? According to the union, there are financial incentives for execs at the airline to get a single operating certificate by a certain time. It always comes down to money, doesn’t it?

So will this cause any disruption? I’m not sure. It would seem that if a pilot is scheduled to fly and doesn’t feel comfortable with the new procedures, then he might refuse the trip. I can’t imagine a pilot agreeing to fly if he thinks he’s not prepared. I haven’t heard a word about any real disruption, but I would think some mineor ones are always possible depending upon how this proceeds.


To sum things up, there shouldn’t be any labor issues that disrupt flights during the holidays, but some of these related issues could have some sort of tiny impact. Personally, I wouldn’t worry about it. Just worry about the potential for snowstorms to snarl your plans. That’s the bigger potential problem.

Should I feel guilty about flying out of Buffalo instead of Toronto?The Globe and Mail
I was asked why Canadian airports are more expensive. So many reasons, but they only took one.

Wi-Fi coming to international flightsCNN Out of the Office
More talk about what’s happening with United’s decision to put wifi on its international fleet.

First Fine for Tarmac Delays May Not Actually Help YouConde Nast Daily Traveler
I didn’t write about the tarmac delay fine here, but over on Conde Nast I talked about how it’s not necessarily good news. (Regular readers here won’t be surprised by my stance.)

In the Trenches: Recovering From a CrashIntuit Small Business Blog
Our web host crashed last week, and that meant we had to revert to a back up plane to keep our clients happy.

Airline Wi-Fi Check: Which Have It?Conde Nast Daily Traveler
In light of United’s announcement that it was putting wifi on its whole mainline fleet, it seemed like a good time to do a wifi roundup to see who has it and where.

United and Continental Merger Will Make Flying to Europe EasierConde Nast Daily Traveler
United is doing some interesting things with its new combined fleet, and that means new destinations from Dulles that couldn’t be served before.


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