While a few readers took issue with the problems highlighted in a NJ.com story on the airline, saying their experience on recent flights was trouble-free, many more travelers voiced dissatisfaction over everything from uncaring service representatives, to being unable to get to their destinations.
NEWARK--United Airlines casts a big shadow at Newark Liberty airport, and a lot of people have stories to tell.
More than seven of 10 planes taking off or landing there have United painted on their sides--a number that could grow if the airline gains approval to pick up additional landing and takeoff slots.
But in the five years following the airline's 2010 merger with Continental, many travelers have expressed increasing frustration with United. While racking up record profits (boosted by those baggage fees and reaping the savings of cheap fuel prices), United's performance and customer satisfaction ratings are dragging at or near the bottom of the industry.
http://www.nj.com/news/index.ssf/2015/11/unfriendly_skies_how_united_became_the_airline_fly.html
Internally, United is now on its third chief executive in three months, many of its employees can't work together because of contractual issues still unresolved five years since the merger with Continental, while the U.S. Justice Department has gone to court to block the airline from expanding at Newark Liberty, charging United's airfares at Newark are among the highest in the country, while its service "ranks among the worst."
While a few readers took issue with the problems highlighted in a NJ.com story on the airline, saying their experience on recent flights was trouble-free, many more travelers--and even some employees--voiced dissatisfaction over everything from what they said were rude or uncaring service representatives, to being unable to get to their destinations.
Here's just a sampling of the comments, some of which have been edited for clarity:
Matt Casey commented on NJ.com's Facebook page:
United is HORRIBLE and they completely RUINED Continental Airlines. When economically feasible, I fly a different airline out of Trenton or Atlantic City - its so much easier and much more pleasant.
brklynrider on NJ.com has gone to other airlines.
Daybyday on NJ.com complained about service:
United Customers or Passengers want good service tell United (to treat employees better) . Fact: It's certainly easier to get better service if employees are paid well, cared for, and respected for what they do.
TMac Mcalister on NJ.com said he has flown United from Las Vegas-Newark and each time the planes had no on-board entertainment system.
They expect you to use your own tablet to stream a movie or TV program. BUT - here's the beauty part - both times there were no electric outlets at the seats. In first class, no less. The flight attendants were apologetic, they claim the planes are being "retrofitted". But who is the genius at United that not only thought making passengers use their own tablets would be a good idea - of course, not everyone has one - but then doesn't provide power for them on a five-hour flight. Way to go, United.
Dasil F Mustafa on NJ.com's Facebook page likes flying United out of EWR:
United is my favorite airline from Newark to San Diego direct flight (ten-minute) drive from jersey city. Flight go 5x it's the best keeps me going to see my lil ones
Ronnie Fink, also on Facebook, said she always flies United:
Have never had a problem and the flight attendants are always really friendly.
Lorraine on NJ.com, who identified herself as a United customer service agent, said those missing the pre-merger days of Continental should look at who now runs United.
Please just google all the "top brass" of United Airlines and you will find that the majority of them are/ were pre-merger top management FROM CONTINENTAL led by a lawyer (Smisek). Obviously they didn't have the same mindset as their beloved Gordon Bethune because they certainly didn't carry it over at the merger
What do you think? Continue the conversation below:
Ted Sherman may be reached at tsherman@njadvancemedia.com. Follow him on Twitter @TedShermanSL. Find NJ.com on Facebook.