Last week, I went to book a flight at the United website, and when I went to get my seat assignment, I was being asked to pay more for ticketing in the Premier Zone. This was second time that this happened; The first time was earlier this month. The first time it happened, I called United and I was told it was a website problem. I was ticketed in the Premier Zone. This time when I called, I told the person helping me that this same thing had happened earlier in the month. The customer service rep apologized and put me on hold to find out what the problem was. A few minutes later, a timid and nervous voice informed me that there had been a policy change that went in effect on March 1st. The change was this: Premier members with 25,000 to 50,000 miles were no longer allowed to ticket themselves in the Premier Zone without being charged. If seats were available, we could book 24 hours in advance. In other words, United would try to sell those Premier Zone seats, but if they had any seats left, United’s largest population of loyal flyers could upgrade… if they were lucky.
I’d like to tell you that I was alerted about this policy change, but in fact, it was never announced. When I asked the rep how United was going to tell their Premier members, I was told it was posted on the website. In other words, we weren’t going to be told of the change; We had to figure it out for ourselves.
When I complained about this, the United representative suggested that I send an email to the president of United Airlines and tell him. I laughed and said, “Do you have his email address?” Two minutes later, I was composing my email asking United’s president, Jeff Smisek if he was aware of this change. I asked him if he knew how important that benefit was to his largest population of loyal customers, and if he cared. I asked him if he knew what percentage of Premier Zone seats were actually available 24 hours before a flight. Two hours later, Mr. Smisek sent me this email:
Sent: Wednesday, March 21, 2012 5:50 PM
To: Jolles, Rob
Subject: Re: A Road Warrior’s Concern
Thanks Robert. You can book into E+ 24 hours out. We have adjusted the program to grant increasing benefits to higher levels, and I know that you’re not happy with that. It is a more rationale program, but I know hard to adjust to. If we lose you as a customer, I will certainly regret that, but I hope we can win you back over time.
Best wishes,
Jeff
Okay, I admit it! I’m not sure if that was really the president of United who wrote that email, but someone named Jeff did respond! After all, the president of United is probably a pretty busy guy. If the president of United did respond, he probably would not have the time to carefully read my email, because I never even hinted that I might not be flying United anymore. If the president of United did respond, he’d probably respond in an arrogant manner. The email I received arrogantly assumed that because I was questioning a United policy, I was somehow threatening to leave. I suppose I would I could, but Washington, D.C. is a United hub.
There are a lot of lessons that can be learned from this story. See how many you caught. If you are going to make massive policy changes…
- … you might want to announce it to your clients.
- … you might want to tell the folks who are on the front line, handling customer calls.
- … you might want to train the front line in how to best handle irate calls.
- … you might want to reconsider stripping away key benefits from your largest population of loyal clients.
- … you might want to be honest about why you made the changes you made.
- … you might want to show some sense of genuine remorse when you respond to a loyal, but disappointed, customer.
There is a true irony to this whole situation: As of today, I have 992,000 miles in my United account. I will be going to and from London on business in a few weeks, and when I do, I will cross that million mile mark. When I cross the million mile mark, I will instantly be given Premier Gold status for the rest of my life. With that new designation, amongst other things, I will – once again – be allowed to book a seat in the hallowed ground of the Premier Zone whenever I purchase my ticket. So why does this change in the United Airlines policy bother me so much? Because I feel for any group of loyal clients betrayed by a corporate bully in such a callous, dishonest, and deceptive manner.
Amen, Rob!
Isn’t it sweet that whomever responded from United feels so very comfortable to be on a first name basis with you?
There is another ‘irony’ is your new pal Jeff’s response, which is: how does United intend to ‘win you back over time’, if they lose you as a customer?
The burning question is: once you achieve lifetime status, will the benefits you’ve earned keep you flying on United, or will you venture afield and give their competitors more business? There are at least a half dozen airlines that serve IAD – LHR. The service in economy on some of the European carriers is a pleasant contrast to United’s brutal approach to it’s customers.
Rob, thanks for this Blarticle. I get your Blarticle every week, and try to read it when I can. Some weeks, I only have time to read articles related to my field, which is museums. During those weeks, I do not read your Blarticle. I know that you’re not happy about that. But when you really think about it, that’s because you’re irrational and I’m entirely logical and fair. If you decide to stop sending me your Blarticle, I will be sad . . . but for you, not me. I hope that eventually you will start sending it to me again.
Rob,
Thanks man! Similar to Mark, I read your articles when I can, and whenever I do I always enjoy the post and content. This is a great one, and unfortunately seems like United doesn’t care too much, but I’m sure the change makes more $$ for them. lol. Have a good weekend! Happy easter, and happy Masters.
Just in case this is lost on anyone, my first comment was meant in jest. I was trying to mimic the United response. I read Rob’s Blarticle every week!
Great article….my kind of thing I love….
By the way will be in London in a few weeks? I will be towards end of August….
Rob, thanks for this great Blarticle,
I wish you a happy Easter :))
Eran
One more reason to fly Southwest Airlines, where bags fly for free!
It seems that with the advent of auto calls, less airline options, etc., that service and care for the public has declined! There seems to be a ‘fine go somewhere else, oops, there is nowhere else’ attitude! While trying to make some changes for an upcoming flight to India, we were told the hold time would be 2 hours! 2 Hours!!! Unbelievable! We had to make the call at 3 a.m. to actually get through to a human! Is this attitude unique to American flight services? We travel to Asia a lot and I am sad to say the staff on the Asian flights seem to make more of an effort to be pleasant than ours do.
Here is a “read between the lines”…
To: Jolles, Rob
Re: A Road Warrior’s Concern
Robert, please pay what we require you to pay us, or f**k off. If you no longer choose to fly with United, well, like I care? I am too busy trying to pay for my jet fuel to deal with your petty whinings about upgrades…sit yer ass in yer seat and we’ll get you there, alright? There are plenty more flyers who will just pay up and not pester me like a 3-year-old, regardless of how many “miles” you imagine you have (all of which, by the way, will expire next month as we “lose” your account due to an unforseen hacker attack. Not our fault either, so don’t even BOTHER to send me another whiny email.)
Sucks for you.
Sincerely, Jeff
I’d change carriers if I were you Rob, and call “11 On Your Side” too. You are a consumer that keeps this airline in business. Treated like this? Vote with your feet.
Thoroughly enjoyed this one Rob. Customer service is what it’s all about these days. Or not.
Like Rob, I had been a “more than frequent” flyer. United Airlines bestowed upon me the coveted rank of Global Services. It was at that moment that I realized (or realised for those on the other side of the pond) that they have 2 categories: 1) The Global Services people they care about; and 2) The rest of the program where their goal is to give the impression of caring.
I know that airlines were upset for a while because the consumers were paying too little for flights. Who set those fares, again? The airlines have to realize that you can’t get mad at your clients for doing something you didn’t way wasn’t OK. As a local to the DC area, United owns the market.
Even as a Global Services passenger, I was treated with marginal courtesy. Perhaps the Continental merger will help. I fly other carriers whenever I can. Ironically, I get better service with zero status on those carriers than with status on United.
The lesson in all of this is to consider how WE treat OUR customers. Be sure that we are not the United of our industry.
Rob – thanks for sharing, my friend. (we’re still friends, right?)
Great Blarticle, Rob.
We are dealing with United customer service every day. They had issues prior to the merger with Continental – now they have major issues. We used to be able to act on our client’s behalf when dealing with Mileage Plus. Now, UA has made it much harder for us to provide assistance to our clients. It took one of our consultants three hours with a UA customer representative to make a simple change to an international reservation…a change we used to be able to do electronically.
United’s tag line is “Fly the friendly skies of United”. I find travel on JetBlue, Southwest and Air Tran to be much more customer friendly.
Thanks for the post, Robert. Kudos to the intern that replies to Jeff’s emails. At least he replies relatively quickly.
United are awful compared to the old continental,
If I have to use STAR aliance from Houston over the water then I fly Lufhansa. I moved from Dallas to Houston – four years ago and have enjoyed continental – their economy was best across the atlantic. I have now switched all my international travel to One world (BA from Houston) when possible, as a 2.5 million miler I get treated really well in what ever class. United has performed so badly out of Houston teh Mayor is openly supporting SouthWEst on tehir bid to make Hobby – their fortress a second international hub.