You have done well last week.
On Friday, May 10 2013, you switched planes for your flight number UA1180, departing Boston at 5pm for San Francisco.
Ordinarily, this would not be a notable item, but in this instance you put into play a plane that had no Economy Plus seating. Seating with extra leg room that some of your passengers had paid for, and many others had made bookings expecting the extra leg room that had been promised.
Of course, the professional thing for you to have done would be to have informed your passengers – particularly those who had paid the extra fees for the extra legroom – of the change, and hopefully in advance of the change. This would have permitted those customers of yours – yes, the ones who paid for the service, and who paid for the extra leg room – who might have a need to use that extra legroom for, say, health needs, to make alternate arrangements.
Yes, that would have been the professional thing for you to do. It also would have been the honest thing for you to do.
But no, no such notice, and no acknowledgement of the change on the flight either.
And no damn apology either.
Instead, you chose to deceive your customers, and to just herd them, like cattle, into the crowded aircraft.
You knew, however, well before departure, that there was an issue though: you were asking for volunteers to take a later flight, and for passengers to not bring their carry-on luggage onto the plane. This was happening for maybe an hour before the plane had even arrived at the gate, but yet you chose to cover up the fact that you were now charging your customers for a facility that you were not prepared to provide.
There’s words for that sort of behaviour. Deception comes readily to mind. Misleading conduct, too. Distrustful behaviour as well.
Jeff Smisek, how about, instead of prancing around like a dumbstruck show pony on your pre-flight videos, why don’t you take a few minutes to actually talk with your customers – the poor, suffering people whom you have the gall to lie to, when you say, in those smarmy, useless show-pony videos, that you care about your customers?
Instead of talking about the non-existent commitment to customer service, actually get up of your backside and listen to those who can tell you what the hell is actually happening within your fercockt airline, rather than lying to your passengers as is currently the case.
I’ll bet that, like your social media people, and like your so-called customer service team, you simply don’t have the guts!
Yes, this is the same United Airlines that decided to misplace some of our luggage earlier in the trip. And no, they have have still not called me about it, nor have they issued me any sort of a satisfactory explanation nor apology.
Pathetic is the word I’d use.