There has been plenty of press surrounding the service of
United Airlines in Guam and Micronesia as of late. A public hearing was held last night at the
Guam Legislature to address "air travel safety and airline customer
concerns".
Not sure why I endured
the two hour hearing on television, which looked well attended by United
employees and supporters.
There were
some takeaways:
- United recommitted to bringing modern airplanes into the service area of the former-Continental Airlines Hub.
- United shared their 98% success rate of flight arrivals into the Western Pacific-just 16 flights were cancelled over the past year.
- United demonstrated their commitment to the community sharing their philanthropic CV since 2013 with the Senators and viewers at home.
While I have been very critical of United's service to family
and friends, one thing drives my opinion-my experiences. I recently flew to the U.S. Mainland via
United. There was a delay leaving Guam-thanks
in large part to then-Tropical Storm Halong that slammed the region. Arriving in Narita, a route recommended by a
friend/United employee, I found the service of the gate, lounge and flight
crews to be consistently above average.
It matched the service in the air to Japan. To the U.S. Mainland, the United team was
pretty good. Meal and in-flight
entertainment was pretty good. Coming
back home on this route was just as good.
Efficient. Polite. Friendly. This story is a far cry from a
story a family member who simultaneously left Guam for America via Honolulu a
half hour before me. He said the flight
crew was a bit distant. The passengers
were fidgety and service was not at the same level as the Japan route. The Honolulu Flight, once renowned for their
stellar in-flight customer service, was reduced to a couple of drinks,
expensive "snacks" and delays out of Hawaii. United was unapologetic
to my family member for the lack of attention, in fact it may have forced a
letter to the United CEO Jeff Smisek from him this past week.
Air travel is critical to our ability to reach the world
around us-especially from our place in Micronesia. Whether the air travel be for business or
pleasure, we should be cognizant that the demand drives the service levels here.
Guam residents simply do not fly.
With the exception of local and federal
government officials and employees, college students and those seeking
healthcare away from the island, the number of Guam residents buying a ticket
to fly is just small. That means not the
same level of elite service and costly tickets.
If you need to fly, you will pay.
What is the best way to mitigate this negative aspect of
going "off-island"? Buy in advance.
Pick the best and affordable route for you and your travel companions. Research the services provided on each
flight. Choose wisely.
United is OK. But so
is Delta...JAL...Korean Air...Philippine Airlines...Asiana Airlines.
Traveling is always an adventure. Air travel now is not only
an adventure, but is emerging as a way to support the local employees who
service these respective airlines who in turn are your neighbors, friends and
family.
United has your attention.
Pay attention to them. Respect them.
Appreciate air travel in Micronesia. Flying with the warmth of paradise
doesn't have to be a horrible and cost prohibitive experience.