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Started By
Message
re: United CEO Doubles down in passenger situation - screw the doctor -
Posted on 4/11/17 at 7:59 am to DawgsLife
Posted on 4/11/17 at 7:59 am to DawgsLife
quote:
When i worked on the ticket counter (Not for United)
There used to be a reality show that featured Southwest counter employees and their interactions with customers. SWA is light years ahead of UA in terms of customer service but I did notice a pattern. If the customer was being a pain, the SWA employee would say "please don't raise your voice" regardless of how loudly the customer was talking. That usually set the customer off and the employee would call security and the customer would have to "cool down" for a few hours and take a later flight. The employee might also say "I understand why you are so angry", which would also agitate the customer.
I've started using lines like "there's no need to be so defensive", "no need to raise your voice", and "I understand that you are frustrated because you have to follow company policy instead of doing the right thing" in customer service situations that are heading south. Pre-emotive strike!
1
Posted on 4/11/17 at 8:10 am to SG_Geaux
The bad PR alone really can't even be calculated.
Meh. By next month this will have been forgotten. When the average person logs on and sees United's flight leaves at a convenient time for a convenient price they'll book it. Always amazes me how some corporations panic over something that is a blip on the public radar.
Posted on 4/11/17 at 8:14 am to DawgsLife
quote:
But it won't be for tens of thousands of dollars or hundreds of thousand like I have see people predicting. More like $1,000 and a couple of free tickets and an apology. It is possible he could get more, but only if there is more to the story than what I have seen. ETA Also, keep in mind a settlement will be based on both the doctor understanding his chances of winning and the airline just wanting it to go away.
Just listened to Judge Nap and Stew Barney discuss this; Judge said that a ticket is a binding contract, and that the Airline can lawfully deny you admittance to the plane (overbooking policy), but that once you are seated...only unruly behavior can have you legally ejected.
Stew also said that CEO's job is in jeopardy.
Book it, that Doctor will settle for MILLIONS, as the whole overbooking policy is what is at stake. The public is pissed. This is a big loser if the Airline tries to fight it.
Posted on 4/11/17 at 8:25 am to Golfer
quote:Right. Which highlights a second problem. The airline could have looked at this flight a week ago and known the chances of jump space for FOUR EMPLOYEES was nil. They didn't. Had they done that, they undoubtedly could have made other arrangements. They didn't. Compensation is just the tip of the iceberg here.
At the time of day and the return flight needed they were at limited options
Posted on 4/11/17 at 8:29 am to DisplacedBuckeye
quote:
I have a lot of fans here
Posted on 4/11/17 at 8:36 am to DisplacedBuckeye
Don't flatter yourself. Nobody is paying special attention to you. Toddy and ballcaster like gay threads. Jdoc and josh are conductors on the trump train. Tigerdev and TT9 are hyper partisan lefties. Lots of people are hyper-partisan righties. You are a contrarian. It doesn't take a lot of time to remember whose schtick is whose.
The fact you think people are specifically following you speaks more to your issues than it does anything else.
The fact you think people are specifically following you speaks more to your issues than it does anything else.
Posted on 4/11/17 at 8:37 am to RCDfan1950
quote:
Book it, that Doctor will settle for MILLIONS
Absurd. He won't sniff at that type of settlement.
Posted on 4/11/17 at 8:48 am to BobABooey
Sounds like a canned response. I'm not sure if SouthWest trained their agents to do that, or if they did it for that television show. Most of those reality shows are scripted.
The airline I worked for gave in general ways to try to calm people down, but never a line by line thing to say.
Usually when a passenger got irate we gave them what they wanted. however, more and more began giving stuff to the nicer passengers and bowing up on the irate ones. It gets tiring for passengers to continually be in your face yelling and making insane demands.
We would have people want to know when the weather was going to improve if a flight was delayed, etc.
They couldn't understand why we couldn't control the weather, or tell them when the FAA would allow the airplanes to take off again.
Posted on 4/11/17 at 8:51 am to SoFla Tideroller
quote:
Meh. By next month this will have been forgotten. When the average person logs on and sees United's flight leaves at a convenient time for a convenient price they'll book it.
Now is probably the best time to fly United. They are probably going to be over the top accommodating to their customers for the short term
Posted on 4/11/17 at 8:51 am to RCDfan1950
quote:
Just listened to Judge Nap and Stew Barney discuss this; Judge said that a ticket is a binding contract, and that the Airline can lawfully deny you admittance to the plane (overbooking policy), but that once you are seated...only unruly behavior can have you legally ejected.
Then he hasn't looked at the ticket fully. There are tons of reasons a passenger can be removed.
quote:
Stew also said that CEO's job is in jeopardy.
If it is, it isn't over this. This could be a last straw, but this would not be the sole reason.
quote:
Book it, that Doctor will settle for MILLIONS, as the whole overbooking policy is what is at stake. The public is pissed. This is a big loser if the Airline tries to fight it.
Millions?
No possible way.
Posted on 4/11/17 at 8:53 am to Eurocat
my question is why does the doctor think he is better than everyone else? So he has patients to see, so what. What about a parent who is trying to get home to see their kids? Is that not more important? In my opinion they are equal. If the doctor had matters that were so pressing why didn't he book an earlier flight or even drive? What if weather would have delayed or canceled his flight? The problem is that a lot of people think they are better than everyone else. How was the cop supposed to handle it? The doctor acted like a spoiled brat and was expecting to be given in to. If I was on that flight I would have been pissed at the doctor for holding up the flight. Instead of acting like a professional the doctor decided to contribute more drama to the problem. Way to go doc! The fact is that both parties are to blame and the doctor should not be allowed to play the victim card since he contributed to the situation.
Posted on 4/11/17 at 8:53 am to Cooter Davenport
quote:
They beat a customer unconscious
Yea, that didn't happen.
Posted on 4/11/17 at 8:54 am to NC_Tigah
quote:
Right. Which highlights a second problem. The airline could have looked at this flight a week ago and known the chances of jump space for FOUR EMPLOYEES was nil. They didn't.
They had no idea they would need space for four employees a week ago. they are not going to look at every single flight to see if they are going to have space in case something happens. You cannot foresee these things. They happen in a matter of moments.
Posted on 4/11/17 at 8:58 am to Navytiger74
quote:
Just saw the video late last night. That Doc seemed pretty spastic and unstable
Agreed but you can excuse any strange behavior as being disoriented from the beating he just took
He's about to get paid
Posted on 4/11/17 at 8:58 am to jchamil
quote:
Now is probably the best time to fly United. They are probably going to be over the top accommodating to their customers for the short term
I wouldn't count on it. They will do what they do every single day.
Posted on 4/11/17 at 8:59 am to DawgsLife
quote:
They had no idea they would need space for four employees a week ago.
No sale. They use complicated formulas to price their tickets and over/book their passengers. But when it comes to
employee logistics we're supposed to buy "There's no way we could have ever foreseen this eventuality."
Posted on 4/11/17 at 9:06 am to Kirk Herbstreit
Looking at the passengers reaction who were on that flight United lost the fight they started.
We will see how it shakes out.
We will see how it shakes out.
Posted on 4/11/17 at 9:09 am to the808bass
quote:
No sale. They use complicated formulas to price their tickets and over/book their passengers. But when it comes to
employee logistics we're supposed to buy "There's no way we could have ever foreseen this eventuality."
what are you supposing happened here with the original crew needed and this pop up that they should have been able to more accurately project?
keeping 4 seats always open isnt a great strategy.
im assuming (which is risky) that it was a last minute pop up situation.
Posted on 4/11/17 at 9:10 am to the808bass
quote:
No sale. They use complicated formulas to price their tickets and over/book their passengers. But when it comes to
employee logistics we're supposed to buy "There's no way we could have ever foreseen this eventuality."
Are you saying there is a complicated formula that tells you when an aircraft will be grounded for crew? You could make millions if you know of this. And airplane can be grounded for tons of reasons. There is no possible way of know when and where something might happen.
I am only guessing here....but I am guessing if they were crew members, that the original set of crew members got caught in some bad weather, and ran out of flight time, so they could not continue their flight, so United had to ferry the new crew members to the grounded airplane. There is a lot to this story that we don't know anything about. I can only speculate on some things.
I will say this, that 4 is an unusual number of crew members. A very small aircraft might use a Pilot, c0-pilot and two flight attendants, I guess. Or maybe another crew member was using the jump seat in the cockpit.
Posted on 4/11/17 at 9:15 am to DawgsLife
quote:
A very small aircraft might use a Pilot, c0-pilot and two flight attendants,
The plane was an E-170 so this is exactly the case. United can do some better crew scheduling or try and get more volunteers with more $$ in the future once this blows over.
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