I don't meant to rehash this, but in effect, you are contradicting yourself here, which is cause for worry. In the first paragraph, you say that things are headed in the right direction". In the next paragraph above, you say that there is a "fundamental problem in the current pricing structure", which to me, says "DANGER!" going forward.
How can you say that things are headed in the right direction if, in fact, this thread was created to point out that the only way US (and now you've added other airlines) was profitable was from ancillary revenue?
[quote/]With regard to FT and other sites, I have been plenty vocal there and on FFOCUS, in particular changes to UA/CO's programs and pricing policies. Very few customers of those airlines post here, so I don't feel the need to rehash. I discuss US issues here because most of this board is in fact US employees, and there are some frequent customers who still post here.[/quote]
I've searched your FT posts back to Jan 2010, since I thought I may have missed something, and I did not find one that criticized any other airlines Frequent Flyer Program devaluations, with the exception of US. You made slight references to CO, but nowhere near as passionate or as informative as you've been with US. I certainly may have missed some posts; maybe you can direct me to them via PM?
[quote/] Some of my discussions with the management team at the other carrier are in fact confidential, however. Their willingness to listen has more to do with their realizing that those who fly almost every week spend considerably more than those who fly once or twice a year, and that a productive dialog and honest discussion of what can and cannot be changed is actually a good business practice. They also use revenue as a metric when measuring customer loyalty by the way. In short, they respect their customers -- and their employees I might add.[/quote]
Fair enough. Management at US was disrespectful towards you. I don't doubt that.
You still didn't answer my question in my previous reply: Do you believe that US' lack of strong revenue generating hubs, as compared to other legacies, has any direct affect on what they can/ cannot offer? Doug Parker has put that revenue disparity between US and others at a pretty large percentage, as compared to DL/ AA/ UA. Do you believe that this revenue disadvantage is indeed smoke and mirrors to compensate for running an inferior airline with a substandard product, or do you truly believe that US can't offer everything the "big boys" can?
Another question: Have executives at US flat out told you, to your face, that they do not "use revenue as a metric" when measuring customer loyalty? Revenue is not a consideration whatsoever? Troublesome, to say the least.
[quote/]My dissatisfaction with my meetings with US had little to do with not hearing what we wanted to hear, it had more to do with a condescending attitude, an obvious perception that they really didn't know what was going on (if it wasn't on a spreadsheet they couldn't get it), and the fact that on at least three issues, they outright lied to me. That was the primary reason for me moving on - lack of trust, and a belief that they really don't care about their customers OR their employees--which manifests itself regularly. It is obvious talking to front line folks that morale is lower at US than almost any other carrier, with the possible exception of AA at the moment.[/quote]
I'lll agree here with the employee relations references, to a point.
I'll disagree with a complete blanket statement, such as they "didn't know what was going on", since they were, shockingly, able to keep US from closing it's doors during the unprecedented recession/ revenue drop off/ fuel sky rocketing year that was 2009. Hardly surprising that Choice Seats, plastic glassware (continued) , baggage fees (increased), charging for soda, etc, solidified themselves in that year. Was it all consumer/ Elite friendly? Clearly not. No argument there!
I have heard from countless Customer Service Agents that our version of SHARES is indeed weak, yet you make it sound like US' employees have their hands 100% tied behind their backs, and that may be true. I don't profess to know the system US uses. Still makes no sense to me on how we were able to raise our DOT complaint metrics in the last year, and if and when you find more information to support your accusations, please pass it along.
[quote/]At this point, I just want to say that I had a very positive experience this week, despite the weather foulups, and I would like to commend EVERYONE in CLT for doing an outstanding job the past two days....[/quote]
Glad to hear it! It's a shame, but employees here, systemwide, have learned to do so much more with so much less than their counterparts. Here's looking forward to a successful 2011, with improved contracts for all, and improvements to service that positively affects our customers.
Thanks for the debate.
