Story of the Week
Tony Molinaro, a United Airlines spokesman, says
that his company is
willing to talk to people who have an issue where
United disserviced them. In an effort to help
Mr. Molinaro achieve this goal, I have asked him for his
telephone number so that passengers can call
him collect. And, do you think that UAL's
reservations agents are completely incompetent?
If so, keep in mind that it might not be their
fault. As one former
agent explains, they're often put to work
without adequate training and put under
considerable stress by the working conditions.
Also read about the lawsuit launched
by some former employees concerning
terminations due to racial discrimination and
whistle-blowing. If this is how United treats its
employees, is it any wonder so many passengers
have bad stories to tell?
How can United improve?
Many readers have asked what I'd like to see
United Airlines do to improve that would allow
them to maintain profitability.
reply to a United official's email,
I attempted to answer this question, while
criticizing UAL management's continued refusal
to treat its customers with some respect.
editorial, which goes further in discussing the
personnel changes that are necessary, has
positive feedback from UAL employees.
Yes, United Airlines does pay attention
In the ten months this site has been on-line,
United Airlines' headquarters has accessed the
main page 1020 times. As a UAL official recently
commented in the Chicago Tribune, "Our customer
relations department monitors the site and tries
to fix bad information and answer questions when
they can." Unfortunately, it seems, that's about
all they do. Apart from a limited number of success stories,
most of the passengers' complaints described in
these pages have not been resolved. Several
United employees have
urged me to continue the effort, as they would
also like to see the company's attitude improve.
We're all looking forward to that day when this
web site is no longer necessary!
Safety at United
A former UAL pilot was forced to leave the airline
when he refused to compromise
on flying safety and
training issues. He warns that the public may pay
the price for UAL management's incompetence and lack
of integrity when it comes to safety. We at Untied.com
challenge UAL management to answer these charges.
Other new stories
Read about how a
United agent asked a family to
leave behind their
10 year old son to make room for a priority
passenger. As soon as the boy's mother stepped off the
plane to speak with a supervisor,
she was shut out and told to take a later flight.
How well does UAL measure up?
If you're thinking of flying, you might be
interested in how United
Airlines is rated in terms of safety, on-time
performance, mishandled baggage, etc. as well as
comments from travel
agents and comments
from readers who have decided to use another
airline. It is our hope that prospective
passengers will consider the attitude of a company
towards its customers before choosing an airline
for their travels.
Why do these pages exist?
These pages began as a result of United's reluctance
to read what I had patiently written
them following a series of unpleasant flights. The many letters posted here by
other readers, chronicling their own misfortunes
with United, make our own experiences pale by
comparison. However, the need for this web site
is further demonstrated when we receive
letters from other travelers who went through very similar
experiences. These episodes could be easily
prevented if only United would pay some attention
to what its passengers have been saying!
If you work for United Airlines
And especially if you happen to be one of their
lawyers, please, please, please... read the explanation of how I'm doing
my best to be fair to your company as well as
information of which the lawyers seem to be