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Location: Alerts for 5/21/07
Discussion: Does bankruptcy bring bad service?
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 jimglab |
Does bankruptcy bring bad service?
May 21 2007, 9:55 AM EDT A new study that provides an index of customer satisfaction for various industries and services indicates that those numbers have dropped for the airline industry in the past year – dramatically so for United and Delta. Both of those companies recently emerged from many months in Chapter 11 bankruptcy after some serious cost-cutting. If you are a regular Delta and/or United flyer, have you seen a significant decline in service over the past year or two? Do you find this valuable? |
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Anonymous |
RE: Does bankruptcy bring bad service?
May 21 2007, 6:09 PM EDT "A new study that provides an index of customer satisfaction for various industries and services indicates that those numbers have dropped for the airline industry in the past year – dramatically so for United and Delta. Both of those companies recently emerged from many months in Chapter 11 bankruptcy after some serious cost-cutting. If you are a regular Delta and/or United flyer, have you seen a significant decline in service over the past year or two? "Definitely! I really noticed it on United in Feb. when we flew to Australia. Connecting flights to CA were messed up. We were put on another airline so we could make the connection in LA for Sydney and that plane had mechanical trouble. We had to go all the way back to check in and the person who waited on us was rude, wasn't even trying to help. Said he couldn't get us out that day in time. We asked for a later flight and a rebook on the next day's flight to Sydney and were told he could get us to LA but the flights to Sydney were sold out for several days. Fortunately the original person was working the computer in the back and came out with a flight. If left to the second guy with the lously attitude we'd have missed the convention and reason for the trip. She told us to ask for an upgrade at the gate in CA because of all the problems. The person at the gate there was in a bad mood and refused to even hear us. Plane was crowded and never saw attendants between meals. Hard to get any additional water or snacks in the galley. Then they lost all our bags for 3 days. Coming back was less crowded but not much better service. Again no upgrades even thought the plane was quite empty. Weird rules of taking no liguids on board even from duty free. Said it was Uniteds rules from the US. Again disgruntled employees and bad attitude on the plane. You'd think they'd be glad to have a job and would want to get things back on a good note to ensure job security. It didn't used to be this way! Do you find this valuable? |
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Anonymous |
RE: Does bankruptcy bring bad service?
May 22 2007, 10:12 AM EDT I avoid United when at all possible, but with Delta, it's clear that employees are unhappy. Most are either rude or indifferent, from the Crown Room to the ticket counter to the aircraft cabin. Considering the give-backs that they've had to concede, while management is awarded millions, it's not surprising. I've come to the conclusion that bankruptcy is only good for management and their lawyers. Employees and customers lose time and time again. United and Delta (and Northwest) have clearly proven that. It will take years to regain employee and customer confidence, but it can happen. Continental is a good example. Do you find this valuable? |
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Anonymous |
RE: Does bankruptcy bring bad service?
May 22 2007, 8:14 PM EDT I fly United whenever I can in preference to the other major carriers, most particularly Delta and US Air. I agree that travel on United now is not the same as it was ten years ago. However, I have found, with one or two notable exceptions, that in the last year the attitudes of the staff at checkin, boarding, and on board have been pleasant, courteous, and professional. On several occasions the staff have gone out of their way to be helpful when weather delays occurred or when I lost my cell phone (I actually had an email message from United baggage service to stop by on my return to claim my phone!). So, I am generally pleased with the service on United and, as I stated above, will fly United whenever I can in preference to the other major domestic carriers. Do you find this valuable? |
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Anonymous |
RE: Does bankruptcy bring bad service?
May 28 2007, 8:40 AM EDT ttt 0 out of 2 found this valuable. Do you? |