Comments on: A Brand is a Promise (and United Airlines’ Ameniti Service Sucks) http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/ Jeff Nolan's take on investment, innovation, entrepreneurship and the technology industry Mon, 06 Feb 2012 06:44:37 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jack Brown http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-269836 Jack Brown Fri, 09 May 2008 23:13:52 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-269836 Economy Plus Access cost me $350 and I wound up using it 3 times in 1 year, so I don't think I even broke even. The worst part is that they automatically reneew this stinker and the onloy way to get off the program is to call between monday and friday between 6 am and 3 pm Pacific time. This is poor ass customer service. I will avoid flying or give them business. I hope they go bankrupt all the way. Economy Plus Access cost me $350 and I wound up using it 3 times in 1 year, so I don’t think I even broke even. The worst part is that they automatically reneew this stinker and the onloy way to get off the program is to call between monday and friday between 6 am and 3 pm Pacific time. This is poor ass customer service. I will avoid flying or give them business. I hope they go bankrupt all the way.

]]> By: Geoff Elmore http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-171766 Geoff Elmore Tue, 25 Sep 2007 21:17:59 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-171766 I like United and Economy Plus. I've flown 770,000 lifetime miles on United and I looked closely at the Ameniti program and thought that it would/will be great when I can afford to purchase at least one full fare first or business class ticket when I travel (i.e. when I retire or am at the top of my career). I read the fine print and their online links were very clear about the fare classes that qualified. I actually hope that they revive this program in the future. Otherwise I'll stick with American Express' two-for-one offer (unfortunatly on other airlines - UAL doesn't play ball with Amex). I like United and Economy Plus. I’ve flown 770,000 lifetime miles on United and I looked closely at the Ameniti program and thought that it would/will be great when I can afford to purchase at least one full fare first or business class ticket when I travel (i.e. when I retire or am at the top of my career). I read the fine print and their online links were very clear about the fare classes that qualified. I actually hope that they revive this program in the future. Otherwise I’ll stick with American Express’ two-for-one offer (unfortunatly on other airlines – UAL doesn’t play ball with Amex).

]]> By: Jeff http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-140255 Jeff Tue, 10 Jul 2007 03:26:47 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-140255 I was wondering why people keep commenting on this post... thanks to all the UAL employees that berated me for writing it in the first place, it's now the #1 search result when you search on "United airlines Ameniti travel program". Ain't Pagerank great! I was wondering why people keep commenting on this post… thanks to all the UAL employees that berated me for writing it in the first place, it’s now the #1 search result when you search on “United airlines Ameniti travel program”. Ain’t Pagerank great!

]]> By: Ron Williams http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-140181 Ron Williams Mon, 09 Jul 2007 23:05:22 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-140181 Whatever you do make sure they assign you a seat. Seems like they don't want to anymore because..... UAL has lately restricted coach seats in favor of "economy plus" they give you an extra bit of legroom for an upgrade fee of $39. Now there are less true coach seats. Twice now I have gotten tickets and shown up at the airport only to be told I'm in a middle seat and the only way around it is to pay the $39. This is my fault for not making sure I had an assigned seat when I booked the flight. But I won't fly on UAL no matter what now. And going thru Chicago is the worst, I've never seen such a pigstye of an airport. Whatever you do make sure they assign you a seat. Seems like they don’t want to anymore because…..
UAL has lately restricted coach seats in favor of “economy plus” they give you an extra bit of legroom for an upgrade fee of $39. Now there are less true coach seats. Twice now I have gotten tickets and shown up at the airport only to be told I’m in a middle seat and the only way around it is to pay the $39. This is my fault for not making sure I had an assigned seat when I booked the flight. But I won’t fly on UAL no matter what now. And going thru Chicago is the worst, I’ve never seen such a pigstye of an airport.

]]> By: Jeff http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-135174 Jeff Fri, 29 Jun 2007 15:30:35 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-135174 Devoted bunch, aren't they? If only they put that devotion to customer service and reducing costs they might not have the worst customer satisfaction, and falling if you can believe that, in the industry. http://tinyurl.com/33zom4 Devoted bunch, aren’t they? If only they put that devotion to customer service and reducing costs they might not have the worst customer satisfaction, and falling if you can believe that, in the industry.

http://tinyurl.com/33zom4

]]> By: uaagent http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-135088 uaagent Fri, 29 Jun 2007 13:06:17 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-135088 You defeated your own argument when you stated that you were paying a 'higher than joe-walk-up' fare. The rates on the SAME TICKET are the same, regardless of where it's booked. You're not comparing equivalent products, which tells me that, if you don't have the wherewithal to address details that are fundamental to comprehensive and objective evaluation of the program, your entire argument is flawed at best. If you choose to dislike United Airlines, that is certainly your right, but making erroneous claims in an attempt to justify the fact that you a) didn't properly research the program b) didn't even make a concerted effort verify that you were indeed comparing like products (tickets) is outlandish. There are problems at United, that I will readily concede. However, your failure with Ameniti is not one of them. You appear to become hostile when confronted with statements that contradict your melodramatic tirade against the program, and blame its failure on it being 'poorly implemented,' and use as evidence your own experience. However, I would again point out that YOU failed to read the terms and conditions of the program, not United. YOU spent money on something without being fully aware of the requirements; United didn't force you to join the program. I have no doubt that you will again respond with some type of semi-hostile statement, since you are unable to make a solid argument. You defeated your own argument when you stated that you were paying a ‘higher than joe-walk-up’ fare. The rates on the SAME TICKET are the same, regardless of where it’s booked. You’re not comparing equivalent products, which tells me that, if you don’t have the wherewithal to address details that are fundamental to comprehensive and objective evaluation of the program, your entire argument is flawed at best.

If you choose to dislike United Airlines, that is certainly your right, but making erroneous claims in an attempt to justify the fact that you a) didn’t properly research the program b) didn’t even make a concerted effort verify that you were indeed comparing like products (tickets) is outlandish. There are problems at United, that I will readily concede. However, your failure with Ameniti is not one of them.

You appear to become hostile when confronted with statements that contradict your melodramatic tirade against the program, and blame its failure on it being ‘poorly implemented,’ and use as evidence your own experience. However, I would again point out that YOU failed to read the terms and conditions of the program, not United. YOU spent money on something without being fully aware of the requirements; United didn’t force you to join the program. I have no doubt that you will again respond with some type of semi-hostile statement, since you are unable to make a solid argument.

]]> By: Jeff http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-128837 Jeff Mon, 18 Jun 2007 16:22:48 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-128837 One final note, I wrote this post last year and people (from United and it's partners) are still commenting on it in a futile attempt to defend the indefensible, their customer service. Face it, you are never going to convince the mass market that you are giving anyone good customer service, therefore I have a built in advantage over you in this debate. Get over it, I don't care and neither does anyone else considering that United canceled Ameniti. Just move on. One final note, I wrote this post last year and people (from United and it’s partners) are still commenting on it in a futile attempt to defend the indefensible, their customer service.

Face it, you are never going to convince the mass market that you are giving anyone good customer service, therefore I have a built in advantage over you in this debate. Get over it, I don’t care and neither does anyone else considering that United canceled Ameniti. Just move on.

]]> By: Jeff http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-128834 Jeff Mon, 18 Jun 2007 16:16:48 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-128834 and some wonder why United went bankrupt... it's all my fault the program was ill-conceived and poorly supported. Yes, the program was fundamentally flawed and that's one reason why you don't have a job there anymore. and some wonder why United went bankrupt… it’s all my fault the program was ill-conceived and poorly supported.

Yes, the program was fundamentally flawed and that’s one reason why you don’t have a job there anymore.

]]> By: uaagent http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-127893 uaagent Sat, 16 Jun 2007 16:01:08 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-127893 I too was an agent for Silverwings and Ameniti. As the previous poster mentioned, if you didn't read the terms and conditions, that's your fault, not the fault of United or Ameniti. It is expected that the individuals to which the program is marketed will be able to read the terms of the program and evaluate if it will work for them. Failing that, prior to joining, you can certainly contact the reservations or customer service desks and they can provide you with information. The agents assigned to the Silverwings and Ameniti desks are among the most highly trained in the entire company. The Ameniti program was intended for business and celebrity travel, not as a discount program. As a general rule, many people booking business or first class seats for business trips are buying full fare, fully refundable tickets, which is why the offer is attractive, as it offers those individuals to bring along a companion by paying only taxes on the second ticket. In other words, they're paying full fare anyway, regardless of membership in the program, but as a member, they get a free ticket, potentially saving thousands of dollars. The price of a fully refundable, fully changeable ticket is the same regardless of whether Ameniti, the 1K desk, Premier Exec line, Gen Res, etc books it, so you're not getting quoted a higher rate on that ticket just because you called Ameniti. You're not comparing apples to apples. Just because you didn't properly research the program, and later found it was not viable for you to be a member, does not mean the program itself is fundementally flawed. I too was an agent for Silverwings and Ameniti. As the previous poster mentioned, if you didn’t read the terms and conditions, that’s your fault, not the fault of United or Ameniti. It is expected that the individuals to which the program is marketed will be able to read the terms of the program and evaluate if it will work for them. Failing that, prior to joining, you can certainly contact the reservations or customer service desks and they can provide you with information. The agents assigned to the Silverwings and Ameniti desks are among the most highly trained in the entire company.

The Ameniti program was intended for business and celebrity travel, not as a discount program. As a general rule, many people booking business or first class seats for business trips are buying full fare, fully refundable tickets, which is why the offer is attractive, as it offers those individuals to bring along a companion by paying only taxes on the second ticket. In other words, they’re paying full fare anyway, regardless of membership in the program, but as a member, they get a free ticket, potentially saving thousands of dollars. The price of a fully refundable, fully changeable ticket is the same regardless of whether Ameniti, the 1K desk, Premier Exec line, Gen Res, etc books it, so you’re not getting quoted a higher rate on that ticket just because you called Ameniti. You’re not comparing apples to apples.

Just because you didn’t properly research the program, and later found it was not viable for you to be a member, does not mean the program itself is fundementally flawed.

]]> By: Jeff http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/comment-page-1/#comment-108057 Jeff Thu, 03 May 2007 03:02:06 +0000 http://jeffnolan.com/wp/2006/09/20/a-brand-is-a-promise-and-united-airlines-ameniti-service-sucks/#comment-108057 It’s really surprising to me that this post has generated as much traffic as it has. I do want to take a moment to recap what I wrote in my original post, which is that Ameniti promised benefits that were not readily available, which is the main thrust of my discontent. I don’t mind paying more for something, but only if I’m also getting more... I would encourage everyone to read this post, it really gets to the heart of why Ameniti is a scam with a much more detailed analysis than I have the time or motivation to provide. http://www.brutalclarity.com/index.php/weblog/more/ameniti_revisited_uniteds_brilliant_marketing_scam/ and if that link doesn’t work (been having problems with underscores) try this one: http://tinyurl.com/yftymw It’s really surprising to me that this post has generated as much traffic as it has.

I do want to take a moment to recap what I wrote in my original post, which is that Ameniti promised benefits that were not readily available, which is the main thrust of my discontent. I don’t mind paying more for something, but only if I’m also getting more…

I would encourage everyone to read this post, it really gets to the heart of why Ameniti is a scam with a much more detailed analysis than I have the time or motivation to provide.

http://www.brutalclarity.com/index.php/weblog/more/ameniti_revisited_uniteds_brilliant_marketing_scam/

and if that link doesn’t work (been having problems with underscores) try this one:

http://tinyurl.com/yftymw

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