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Don't people realize it's this kind of obtuseness (in the middle of a journey, under great stress) that makes people go berserk? Over ten years ago I wrote some web callback software for a small but customer friendly 'phone company (with a fabulous domain name). I asked them what they wanted to do about number validation, and they just said "Throw anything away that isn't a digit". Is it really that hard for large companies like United to understand?
The ironic thing is, United are trying to sell me access to their lounges. I am sitting in Atlanta airport, waiting to fly United, and I am in the Delta lounge, because Delta take the Priority Pass that I buy annually for around $300. On the way down from DC I upgraded to first class, one of the reasons being I had plenty of time at the airport and thought it would be nice to use the lounge. Foiled again: only United international first class passengers get to use the lounge. So all I get for my $79 is a little extra legroom on a 2-hour flight. On only one occasion in the last five years did a friendly United staffer grant me access to the lounge because I was traveling with them even though I didn't have the right card with me. I will love her for ever - she treated me like a human being.
I am left wondering why on earth I bother to be a United frequent flyer. It's not that I fly that often any more, and I know all airlines suck, but I can't help feeling that United have this inbuilt self-destructive ability to suck harder than anybody else while they think they are succeeding. No wonder Untied.com is going from strength to strength. I am convinced the United management never fly incognito as economy passengers. If they did, they would realize what a crappy airline they are running.
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