Living as I do, here in ‘Sodom by the Sea’, United Airlines is a necessary evil. Oh, I’ve tried to get away from this evil empire of the air. But the fact that they’ve got a lock on about 50% of SFO’s gates, the fact that for non-stop, coast-to-coast travel from the Bay Area they are just about the only game in town, along with a whole slew of unused frequent flyer miles, has made my departure almost impossible.
And so it was, for a recent trip to Boston, that I found myself pondering once again how an airline offering such abysmal service manages to stay in business. (Perhaps we could liquidate all of United’s assets and give the money to GM? Oh sure…only in the fevered dreams I had on a plane heated to the point where I could have broiled sausages on my filthy tray table.) But I digress…
What is United’s biggest problem? I’d say open contempt for their customers. My connecting flight from Chicago to Boston was not only canceled without an explanation, but the crew, waiting in the boarding area, didn’t even get the word from their employer until after the flight disappeared from the departure boards. Was it weather? Nope…both coasts had great weather that day. Was it mechanical? Perhaps, but we’ll never know. More likely it was the fact that flight was only 50% full, and United could save few petrol dollars by massively inconveniencing 80 passengers.
So…it was off to ‘Customer Service’ we went for the continuation of our miserable journey. Stay tuned tomorrow for lessons in how this arrogant company has managed to completely disconnect from angry customers.