Last year United Airlines made $4.5 billion. Could enraged, disgruntled consumers bring this company down?
Maybe. But you know what, folks? This is your fault. No, I’m serious. You’re to blame: You schmoozled when they touted.
Bet your bottom dollar that the CEO will fall and that the airline will lose substantial value. The outrage spinning around the world is actually quite amazing. Start with these twitter teasers: #NewUnitedAirlinesMottos, #BoycottUnitedAirlines, which include Jimmy Kimmel’s spoof video of the “friendly skies.”
Sunday, United bloodied a doctor’s nose, dragged him against his will off a flight for which he held a confirmed ticket, because they needed his place to move crew to Louisville.
United operates four flights every Sunday from Chicago’s O’Hare to Louisville. On the last one of the afternoon, flight #3411, passengers gathered for boarding while a staffer announced that the airline needed “one” volunteer to give up a seat in return for a $400 credit towards another United flight and a confirmed seat on the next flight out. Boarding of passengers continued, but no one volunteered.
The boarding continue until the E70 aircraft was stuffed to the brink with all of its 101 passengers. There might have been 102 but crew had no time to check the toilets.
Then before the doors were closed, an airline staffer took the mike at the front of the cabin and raised the offer to $800! No takers. A few minutes later the staffer announced that four people were now being involuntarily removed, and that “the computer” had randomly chosen which ones.
Three left furiously, but one refused. He still hasn’t talked to the press. But he was dragged off the plane screaming, “I have to go home! I have to go home!”
He didn’t.
That’s United Airlines today. A few days ago it caused a national stir when it banned young women from boarding its aircraft because they were wearing leggings.
Recently United unveiled its new “Polaris Class” business class, squeezing 6 passengers across the width of a 777 for a minimum roundtrip business class fare of $8954.76 between O’Hare and Frankfurt. It’s been roundly criticized in the industry as the lousiest, poorest business class ever. It’s also the most expensive.
Not long after “unveiling” its Polaris Business Class, United announced it was going to compete head-on with low cost airlines and “unveiled” a new special class of service that disallows users to bring any carry-ons whatsoever into the cabin, and prevents any possible change without a complete forfeiture of the ticket and all its tiny value.
That would be a whopping $49 between Chicago and New York.
One of the most threatening letters imaginable was sent to all North American travel agents, requiring them to sign a statement that they would make every effort to first “upsell” a more expensive class of service before issuing a ticket using this new, low-cost fare.
Last year United made $4.5 billion.
Last month a Chris Christie operative in the New Jersey government was convicted of paying a bribe to United Airlines that according to court documents United accepted without a flinch.
Is United different from any big airline? Yes, personally I think it worse, meaner and clearly less smart. But remember in none of the egregious incidents described above has United violated any law.
And that’s the problem, folks. You embraced the airline deregulation of 1978 and the evaporation of the CAB in 1984 so you could feel “more free” and save $15 on your $200 ticket.
Then you schmoozled when they touted your “freedom to choose” a tighter seat, no food, no good air, unreliable schedules and wait 36 minutes on the phone to find out where in fact you’re flying to. All to save another $5 and you won’t even take $800 today to save yourself from being beaten to death!
That’s the end of the story. This is what you get.
I can’t believe that so many of you believe “in the market.” Well, this is what happens when consumers cede government control to the big guys.
How I pine for 1977.
Many corporations are out of control.
Americans are watching their country go down the drain with the same empty-headed passivity exhibited when they glue themselves to the TV, stuffing their faces with packaged popcorn and chemical-laden TV dinners.
One personal effort will be to avoid United.
Bob
Munoz has to go. No coincidence that this morning’s NY Times had on the same page(s) the story about United and the story about Wells Fargo. Not every company doesn’t give a shit about the public, but too many of them don’t.
I long for airline regulation. We’ve watched customer service plummet (miserable, angry employees who take it out on customers – you just have to wonder what it’s like to work for UAL), seats shrink, legroom disappear. And did I mention, prices go up? Along with the super economy seats comes a boost in cost for regular economy. Ugh, ugh, ugh. We’re using up the last of our United airlines for a trip to New Zealand – then I’m done with them.
sigh. Too many examples of this ceding “big government” (our) control to “big private business”, over which we have no control. My story (of several years ago) was watching post-secondary education regulation in California turned over to a private council, resulting in bureaucracy and costs to schools (and students) increase.
Totally agree!
As much as I am a close friend of Jim’s, I do feel this is an unfair assessment of United. As a former United employee, I would like to address his comments one by one. First of all the incident that happened yesterday was on United Express, not on the main airline. United Express carriers are other airlines hired by United, generally smaller carriers, to fly legs of service in small aircraft to smaller cities. They do not have quite the service levels of the main carrier but I am also sure this was not in the regulations of how this incident should be handled, Totally unacceptable but I really could not imagine this happening on a regular United flight. Boarding is very highly controlled and the only passengers I have ever seen asked to leave a flight were employee standbys like me when a paying passenger showed up at the last minute.
The girls who were turned away for wearing leggings were flying standby. They were probably sons or daughters of employees. All employees know about the dress code and it is the responsibility of the employee to make sure that his dependents/standbys are aware of these regulations. For all the years I worked in the airline industry (33 years!), all airlines (not just United) require a dress code (no bare midriff, no t shirts, no tight athletic wear, no flip flops etc.) when you flew standby. Again, true for all airlines. Paying passengers on United can wear whatever they want.
In regard to the Chris Christie incident, there was not a bribe paid. The man involved pressured United to add service it had dropped near his vacation home. The United CEO at the time, Jeff Smisek, apparently ok’d bringing back the service. For this, he was asked to leave his job. Compared to the incidents that are happening now with Trump and his family, it is not worth mentioning.
Oscar Munoz, the current United CEO has done a great job of bringing employee harmony back to United. He has negotiated new labor contracts with Flight Attendants and Pilots and has their respect which the prior CEO never had. Read Business Insider Finance section 2/18/2017 “United CEO cheated death month into job and now leading the company in a battle to become America’s best airline” to get a better picture of Munoz.
Finally in regard to the new United Business Class, I have not had a chance to fly it yet. I have seen some fairly positive reviews so it is hard for me to judge.
Flying in the 1970’s was a lot easier, but the load factors were a lot lower. Flights today are much fuller, but the fares are also much more reasonable. Depends on what is more important to you. Also security since 9/11 is also a much great hassle.
A plus for United, is their leadership in alternative fuels. They are actively working with AltAir Fuels to generate sustainable aviation biofuels capable of reducing our carbon emissions and providing energy diversification and are buying up to 150 million gallons in the next three years.
Easy to knock something without the inside story.
United’ behavior is jaw-droppingly horrific. Deregulation of the air and phone co. was a big mistake. The daily parade of horrors is hard to read about, but we can’t look away. It’s amazing how quickly chaos leaps at us from sunlight ( Trump) and shadow, (United.)
Jim,
I certainly agree with everything you wrote, however I am not one of those people who embraced deregulation (aka Reagan) of any sort. Things are worse now than ever. In addition, I will NEVER fly on united a/l again. They are shameful idiots. At least Delta has some compassion.
Take care,
Beverly
Oops! You’ve got a point! New legislation is needed! To protect passengers.