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United seeks to blunt poor quality report
Saturday, March 31, 2001 By Frank Reeves, Post-Gazette Staff Writer
United Airlines sought yesterday to downplay the significance of a closely watched annual survey of U.S. airline quality that will be released next week..
Rono Dutta, president of United Airlines' parent, UAL Corp., acknowledged that the airline was plagued with flight delays and cancellations during much of last year. But Dutta said the airline has spent millions to improve customer service and that the 2000 figures don't reflect the airline's level of service now.
"Given our pilot-related problems, it is quite predictable" what the airline's ranking in the survey will be, Dutta said.
Throughout much of last spring and summer -- peak travel seasons -- United was forced to cancel many flights due to a labor dispute with its pilots. Pilots refused to volunteer for overtime work. In August, the carrier was forced to cancel as many 300 of its 2,300 daily flights.
In addition, only about four in 10 of United's flights arrived on time during July and August, compared with a 70 percent industry average for that period.
Two university professors, Dean Headley of Wichita State University and Brent Bowen of the University of Nebraska/Omaha, are expected Monday to release their 11th yearly review of the nation's airlines. The report surveys all areas of quality, from denied boardings and mishandled baggage to passenger complaints and on-time arrivals.
In last year's survey, Elk Grove, Ill.-based United Airlines ranked last in overall air quality among the nation's 10 major airlines. Southwest Airlines, based in Dallas, ranked No. 1. US Airways fell to sixth place, having been ranked No. 1 the year before.
In May, United, the nation's largest airline, announced plans to acquire US Airways, the country's sixth-largest carrier. The proposed takeover is being reviewed by the U.S. Justice Department's antitrust division.
United and US Airways officials had hoped the merger would be consummated by now. But UAL Corp. Chairman and Chief Executive Officer James Goodwin said the Bush administration's delay in installing new personnel at Justice has slowed the department's review of the merger. Airline officials hope the merger will be completed in May.
Dutta said United has spent millions of dollars to reduce flight cancellations and delays. The efforts include keeping more planes in reserve for emergencies and adding time to departure and arrival schedules to reduce congestion in the air and on runways.
But Dutta said these were merely "stop-gap measures," which may mitigate but cannot solve the underlying problem: More people are flying than the nation's airports can handle.
Dutta said customer service won't significantly improve until the nation's airtraffic control system is updated, new airports are built and old ones are expanded.
United could face more labor problems this year, just as the busy travel season gets under way. The airline is now in contract talks with the International Association of Machinists, which represents reservation- and customer-service agents as well as ramp workers.
It is also negotiating with the Association of Flight Attendants. United's 25,000 flight attendants are threatening to engage in selective strikes and job actions that could potentially cause numerous cancellations and delays.
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