United's Latest Customer Email

They stopped interlining with Middle Eastern Airlines today. They rolled out Basic Economy to multiple markets last week and include the phrasing that you can't sit together with your family.

ACTIONS DO SPEAK LOUDER THEN WORDS (caps for effect)!

It is nice how OMAAT has three different loyalty program status members, Lucky and Tiffany American, Travis United, Nick Delta. Now I just want to see Nick post more!

While I really think UA is trying to make things right, I don't think as CEO I would ever publicize a policy that up to $10K per VDB is something I would focus on. It seems to easy to game if you ask me, but I guess we will see how it shakes out in the market. One could assume it would at least double the current VDB costs.

What about creating a separate department with ombudsman powers that can be contacted anytime via phone or social media to report from the plane or the ground any concerns or incidents involving employees interpreting their powers too widely?

@Dereck they also have said they won't oversell to the same degree that they have in the past. I doubt they'll ever have to actually pay that much. Although if I had the time I'd love to take a VDB for $10K, someone else would undercut me and I'd never see it.

@derek - I agree with you. That policy shows the ceiling, why would anyone budge for $400 in vouchers if they know they can get thousands? And certainly everyone on the plane will have a different price but it just got a lot higher than $400 or $800.

@travis - I'm confused how a settlement with UA is the only settlement we'll see in this case. Dao's lawyers seem competent, I'm sure they're going after the police/security agency as well. All I've heard from OMAAT is about the UA settlement and nothing about the brutality from the security people. I'd have to guess that all of the details will hit the media as part of that suit, when we hear about it. How about some coverage there, or at least do some looking into what other suits he could file from this incident.

And @Travis, I'm tired of getting UA email on this subject. If UA is really committed to being a good airline then it's time to start acting like one. They can change all sorts of policies and they can spam me about their changes but until they start acting like they mean it absolutely nothing will change.

Did they lose the doctor's bags?

Everyone should email Oscar and let him know UA needs to stop the rollout of Basic Economy if they respect customers.

@Robert - I'd rather bid low at $500 and get the payment than go too high and never get it. $500 is a lot of money for a lot of people, and the new automated VDB system is a blind reverse auction after all.

I don't get too concerned with the ten thousand dollar amount. It's not going to happen. If I'm a doc and I have patients to see the next day, $10,000 isn't going to cut it. I have a reputation worth a lot more. If my family member's funeral or end of life moment is at the other end of that plane, $10,000 isn't going to cut it. On the other hand, if I'm going wherever; way less just might suffice.

I was disappointed receiving the letter. I know I'm in the minority, but I feel the doctor was completely at fault by repeatedly refusing to leave the plane. He should have left when told to by the crew. If he had just left, there'd have been no problem.

I am already proud to say "I fly United".

My friends think I've got balls when I do, cos they're all scared to get re-accomodated. Doing that makes me look tough.

@Tmart you're a twat. Do you acquiesce with everything in life. Sound like a soft cock to me.

I stopped flying UA out of my free will about 15 years ago (sometimes I can't avoid) and I never regretted to do so. Eventhough I believe that Munoz is serious about what he says, the organzational change is so enormous that I don't think its reasonably possible, I'm afraid.

I was scratching my head over the Bags thing too. The most relevant thing I could think of and even that is a stretch is that some people are unwilling to get bumped because they are afraid their bags will fly without them and get lost and United's current policy on lost bag compensation is too much of a pain.
The other thing is he could have just asked the customer service department give me the top 5 complaints from customers and what we can do to reduce them and lost bag compensation was on the list alongwith FAs request for some way of compensating people on the the flight itself for things like broken seats, broken ICE, spilled coffee etc hence the app

Well, opinions are like assholes, everyone has one. In your case, you have two.

My reply was meant for Elijah.

I fly UA quite often. Ive been ask to give up my seat. There were a few times I was not on a time crunch and volunteered. I happily accepted the vouchers and used them the next time i flew. The gate personel are the only UA employees I have issue with. I brush their attitudes off chalking it up to the stresses of the job or such. I do feel the good Dr could have simply held his ground to a point, however most people with common sense would have give in when it escalated as he should have also. That being said, the use of force was rediculous. I do feel UA has done right this far and O hope it continues to be so.

I enjoy to fly with United Airlines they have a great service and nice persons with my best regards.

Nope. No apology is acceptable. The level of this altercation is inexcusable and I have vowed not to fly United again. When employees "draw blood" from a paying passenger for whatever reason, it's a deal breaker for me. Going forth I will not approve any employee in my organization to fly United anywhere.

to a TechLady
couldn't agree more
inanition, the basic economy fair and terrible seats that are created to torture us and to harm us are not customer friendly at all. Until these are resolved, I am flying jet blue/ Virgin America or anyone else if I can help it.
I don't understand how Munoz is better then the guy before- he is the one who implemented the basic economy fair.