Let’s be honest, I was just looking for a topic that would let me post this photo. But what the heck; let your United complaints fly below …. It feels good to vent, right?

I think my favorite headline was “United’s computer chaos” from The Economist’s Gulliver blog. Seriously, guys? A little dramatic, no?

The rationale behind that post was that United ran a poor on-time operation on Saturday, the day of the change. Sure, flights were delayed to some extent to accommodate passengers who were delayed by some glitches, but these weren’t awful delays. I went to masFlight to get more details on what happened.

masFlight has comprehensive flight status information that it can slice and dice in a million different ways. So I asked for details on the United operation from Saturday, and you can see the data here. First off, the combined airline completed 98.4 percent of all flights. That’s not a bad result at all, so there certainly wasn’t a problem with cancellations.

Regarding on-time performance, masFlight reports that the combined airline with all of its regional affiliates had 65.8 percent of flights arrive within 14 minutes of schedule (that’s what the Department of Transportation defines as “on time”). That’s not a stellar result, but it’s hardly a meltdown. It’s just a bad day that is fully expected when you make such a massive conversion.

Since the airline settled on Continental’s legacy system, it’s no surprise that the old United operation performed worse than the old Continental operation which ran above 70 percent. But even the old United saw 62.2 percent of flights arrive within 14 minutes. Again, not good, but not terrible either. In fact, it’s probably better that there were minor delays or a lot of people might have just missed their flights.

Reservations Intact
Let’s talk about what’s most important. When the new system went live, all reservations were given new record locators, and the newly-minted MileagePlus numbers should have replaced the old ones. While no work should have been needed by any passenger (the system would still recognize the old record locators if used), we didn’t want to take any chances so we reviewed all Cranky Concierge client records.

Everything was correct. The new MileagePlus numbers were in there. (And when partner frequent flier numbers were used, they were still in there.) All seats were retained, and it all looked as it should. That’s the biggest concern for any system switch – data loss. That didn’t happen here.

Of course, not everything went perfectly, and that’s where many of these other articles focused. So what did go wrong?

• MileagePlus accounts weren’t all showing the right mileage balances (including mine) right away. Mine was fixed by Sunday and others were trickling in as well. United warned this would be the case and allowed awards to be held until the balances were all fixed. So that wasn’t a big issue.
• There were check-in issues when people who checked in on the old United system didn’t have their boarding passes correctly registering in the new system. That is obviously a very short-lived problem because it was limited to those who checked in before the switch for travel after the switch. It shouldn’t be an issue anymore.
• Most of the other issues were with corner cases. The vast majority of travelers wouldn’t have had issues, but I heard some issues with employee travel, some with upgrades having trouble checking in, etc. None were overwhelmingly terrible – more like minor inconveniences that will undoubtedly be worked out.

Now that we have this switch out of the way, life should get much easier for United travelers. There will be no more issues with two mileage programs and codesharing across airlines. Any reservations agent can help with your reservation no matter what. It’s one airline from a customer perspective with only a few minor exceptions.

The Remaining Differences
Where are things still different? There are a handful of airports that still have ex-Continental flights in different places than ex-United flights. You can see the full list of non-combined airports, but most aren’t big issues because they won’t see much connecting traffic between the two sides anyway. It just requires being careful when you drive to the airport in places like Boston, New York/LaGuardia, Kansas City, and San Diego to make sure you’re in the right place.

Possibly the biggest standout is at London/Heathrow where ex-Continental flights are still in their previous SkyTeam home, Terminal 4. United and most other Star Alliance airlines are in Terminal 1, so many connections from Continental flights will require a longer connecting time.

The crews also are still not mixed, but that’s not likely to be noticeable for most passengers. That and other small vestiges of separate airline identities will continue to disappear over time. This last step was the biggest hurdle by far, so it’s exciting to have it behind us with minimal disruption.

In the Trenches: Defining Roles – Intuit Small Business Blog
Trying to define roles in a small business is tougher than it might seem.

Many cities lose out in Southwest-AirTran merger – USA Today
I was interviewed about the loss of service from Southwest in smaller cities.

In the wee hours of early Saturday morning, United’s Apollo reservations system will be shut down in favor of Continental’s SHARES system. In fact, we’ll see a lot kept from the Continental side, even though the United name will reign supreme.

Beginning on Saturday, you will no longer be able to book a flight on Continental – they’ll all be on United. This is great news . . . not that the Continental name is disappearing but rather that there is only one airline to deal with. This means no more problems of working with two different airlines even though they’re really one.

Considering I spent over an hour trying to use a Mileage Plus member’s miles to upgrade a Continental flight last week, this piece of the merger couldn’t come soon enough.

Of course, the transition won’t be easy. It never is. The United reservations folks will now be forced to use an unfamiliar system. Training undoubtedly helps, but it’s still a big change. And then there’s the physical switch itself.

It is no small task taking all that reservation data, putting it into a new system, and then hoping it all works as planned. It’s never a perfect transition. Remember when US Airways and America West flipped the switch? There were a lot of problems.

So, if you’re flying United for the week beginning this Saturday, give yourself some extra time at the airport just in case. Here are some other things to keep in mind.

Reservations
Since the airlines are moving to Continental’s reservation system, it’s those record locators (confirmation numbers) that will survive. If you booked on United before the system switch, I would assume that there will be a mechanism for the new system to still recognize those old numbers when you try to use them. But if you had a split reservation with both United and Continental flights, you’ll be fine just remembering the Continental number going forward.

UPDATE: I just received clarification from someone at United that this is not quite what’s happening. Both United reservations and Continental reservations will be transferred into a new SHARES system, so there will be a new reservation number assigned to each reservation. If you have a reservation with both United and Continental flights, you will have three record locators: the old United one, the old Continental one, and the new combined United one. The key point? Any of them will work when you try to pull up your reservation.

The Website
If you’re one of the few people who love the not-so-affectionately nicknamed United.bomb website, then you’ll be sad to know that the Continental website is the survivor.

It’s really going to be a carbon copy of the current Continental website. For a pre-production version of the new site, head over to pss.united.com and you can play around.

MileagePlus
March 3 also will be the effective date of the new MileagePlus combined frequent flier program. If you have a Continental OnePass number, that will be your Mileage Plus number. If you have a current Mileage Plus number from United, then that’s toast.

If you had both and linked them, then you’ll just consolidate under the Continental number. If you never had a OnePass number, you’ll be getting a new one from United.

Patience is the key in the next couple weeks. If you’re flying United, it could be rough going as the systems combine, but in the end, it will be a much better experience since the airlines will operate as one.

There are more things to be merged, but most of those aren’t as visible to travelers. This is the big weekend.

United Makes New First and Business Class Confusing—We Make It Clear – Conde Nast Daily Traveler
United has rolled out a fairly confusing new naming scheme for its premium cabins. Here’s how it breaks down.

In the Trenches: Dizzying Payroll Rules – Intuit Small Business Blog
Payroll is surprisingly difficult to deal with on your own, but I guess that’s why there are others who can help.

George is in the middle of a holiday trip where the flight out was on United and the return on US Airways. It was booked on Orbitz, but he had two problems. The first was that his United Mileage Plus numbers weren’t showing up right with US Airways, and second was that after his upgrade cleared on United, that flight disappeared from the Orbitz reservation.

For the Mileage Plus numbers, I called US Airways directly and the airline had them showing up as Dividend Miles numbers. They fixed how Orbitz had inputted it and everything was fine. For the upgrade problem, this has happened a lot with United lately. It shows up fine in United’s system, and that’s all that matters. In other words, George’s reservation was fine all the way through. But the lack of good communication from Orbitz just made things worse.

Again, a straightforward email. But this time, he gets a personalized response from someone different.

Holy crap. Other than a passing mention of the real problem here, it’s not addressed. Instead, she gets distracted by the now-resolved Mileage Plus issue incorrectly saying that there are US Airways Dividend Miles numbers in the reservation. Not true.

Really, all he needed was that last paragraph, but at least there was finally an end here. The good news is that United had everything looking right for his United reservation (he had no troubles on the flight out) and US Airways has everything set for his US Airways reservation, so it’s all good.

But what a frustrating customer service experience.

According to Leahy, an order isn’t coming anytime soon, but “United understands that if it wants to have a major presence in Asia it needs the A380.” He also says that with demand predicted to double in the US in the next 15 years, growth can’t happen through frequency increases at every airport. That leaves the A380 in his mind as the option of choice.

I certainly don’t have any inside knowledge on this, but it would surprise me to see United pick up A380s in the near or even distant future. Why? Because it doesn’t really need the airplane.

Yes, there are some airports that are capacity-constrained that will have a hard time keeping up with increases in demand, but that doesn’t mean United needs a huge airplane. How many routes are there that United even wants to use its biggest 747s on? Not a ton. Leahy might be concerned about New York, but many of those European markets aren’t big enough to support more than a 757 or 767. If demand grows, then United has plenty of airplanes that it can use that are larger. It doesn’t require an A380-sized airplane by any stretch.

Are there some routes that might benefit from an A380? Potentially. There are some capacity constrained airports in the world – notably places like London and Tokyo. But is that enough reason to order the A380? So far, no US carrier (and very few worldwide) has seen a reason. There are so few routes that these airlines would like to have an A380 for that it’s not even worth considering.

So has something changed with United’s thinking? I don’t know, but this sounds to me like an overly optimistic thought on the part of Airbus.

American
In the last month, there has been a ton of momentum for American to finally come to an agreement with its pilots. This comes from a combination of two things. American pilots elected a far more rational leader awhile back in Dave Bates, so that right away makes a deal more likely than under the old regime. From the other side, American is feeling pressure for a few reasons.

Probably most pressing is the fact that American has seen a large number of pilots retire in the last few months, far more than normal. That means that American needs to do a lot of shifting and training to fly its airplanes, and it’s trying to get relief from the pilots to be a little more flexible during the transition. The pilots, however, said that no relief will be given unless it’s part of a full contract. This is where the potential for disruption lies. If American doesn’t have enough pilots, then some flights could cancel. American should know this in advance, however, so I wouldn’t look for any last minute issues.

The other big issue for American is that investors are getting antsy. Without a new contract in place, there’s a higher concern that American could file bankruptcy. The stock has been beaten up, losing half its value in the last three months. We all know that American’s leaders don’t like when that happens, so the pilots have some leverage here.

There seemed to be some progress on the negotiations until American put out its last, best offer. The airline decided to negotiate in public by putting this out on its website. The pilots were not happy with either of the two options. While I always expect union leaders to complain, it sounds like the rank and file doesn’t like it either. And that means we’re probably back where we started.

I still don’t expect bankruptcy any time soon, but if it happens eventually, this would undoubtedly be like many of the other bankruptcies over the last several years where operations aren’t impacted. So don’t worry.

Delta
Delta is the good news “meat” in between the two slices of “bad news” bread here. After a long, drawn-out process, there is finally labor peace with the flight attendants. See, pre-merger Delta flight attendants were non-union but pre-merger Northwest flight attendants were union. There was an election a year ago to see which path would win, and the votes went in favor of doing away with the union by a clear amount.

The union, however, challenged the results, saying that Delta had interfered with the election. This is generally standard operating procedure any time a union loses, but this time, the union was told to stuff it. The National Mediation Board says that there wasn’t enough interference to influence the outcome, so the vote stands. Delta’s flight attendants will remain non-union.

While some flight attendants will be unhappy with this outcome, it’s a done deal and the integration can continue.

United
Then there’s United. The negotiations with pilots are ongoing, and really I haven’t heard about much progress. But the bigger, more important short term issue is with training.

Continental and United both have different procedures in the cockpit, but they need to be harmonized before the airline can become one under a single operating certificate. According to the pilots, it sounds like on the 757, 767, and 777 fleets, there are a lot of changes being made and most of them are standardizing with Continental procedures. So, the United pilots have a lot of learning to do.

The airline has decided to do all this new training via computer instead of in a simulator or in a classroom. The union thinks this is inadequate considering how big of a change it is, and I get the feeling after talking to some folks about this that very well might be the case. This is far from my area of expertise, so maybe some pilots can chime in below. (You can read the full report from the union.)

The airline keeps pushing on, however, and CEO Jeff Smisek had some harsh words, saying that union leaders “are crossing a line that is shameful and inappropriate between safety and industrial relations.” The FAA won’t step in, so it looks it’s a go. The new target date is, I believe, November 30.

What’s the hurry to get this done? According to the union, there are financial incentives for execs at the airline to get a single operating certificate by a certain time. It always comes down to money, doesn’t it?

So will this cause any disruption? I’m not sure. It would seem that if a pilot is scheduled to fly and doesn’t feel comfortable with the new procedures, then he might refuse the trip. I can’t imagine a pilot agreeing to fly if he thinks he’s not prepared. I haven’t heard a word about any real disruption, but I would think some mineor ones are always possible depending upon how this proceeds.

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To sum things up, there shouldn’t be any labor issues that disrupt flights during the holidays, but some of these related issues could have some sort of tiny impact. Personally, I wouldn’t worry about it. Just worry about the potential for snowstorms to snarl your plans. That’s the bigger potential problem.

Wi-Fi coming to international flights – CNN Out of the Office
More talk about what’s happening with United’s decision to put wifi on its international fleet.

First Fine for Tarmac Delays May Not Actually Help You – Conde Nast Daily Traveler
I didn’t write about the tarmac delay fine here, but over on Conde Nast I talked about how it’s not necessarily good news. (Regular readers here won’t be surprised by my stance.)

In the Trenches: Recovering From a Crash – Intuit Small Business Blog
Our web host crashed last week, and that meant we had to revert to a back up plane to keep our clients happy.