--The Chicago-based company has hired consultants McKinsey & Co. and Boston Consulting Group to help smooth things out. (Not one, but two consulting firms. Should -- sarcasm alert! -- work wonders with costs.)
--"What the Street wants -- and it's a legitimate desire -- is for our inflection and takeoff be steeper than Delta's was." (Smisek needs to be careful about focusing too much on Wall Street at the expense of employees and customers. Alienate the later, and the former will ultimately follow -- in the wrong direction.)
Meanwhile, the reality of United is apparent to those who fly it daily.
--Product: There is a total lack of consistency. My flight to New York a week ago Sunday, for example, was on an ancient pre-merger Continental 737-900, with that old jet look and feel. But it had Direct TV and wi-fi (which worked quite well after the crew restarted the entire system three times.) My last flight, on Friday, was on a shiny new two-month old 737-900 -- so new it still had that new jet smell. It was originally ordered before the merger, and had no TV or wifi.)
--Morale: In general, United's rank-and-file are just not a happy group of campers. It's rare for the cockpit crew to welcome you aboard. And that defiant tone tends to spread to the cabin crew. There are exceptions, of course, but with the amount of flying I do I have a clue. And it doesn't matter whether the jet is being run by pre-merger Continental or United crews. They're equally disengaged. Gate crews, not so much, in fact, as a whole they tend to have learned the power of a smile.
--Service: It's hit and miss, no doubt impacted by morale. You can't help but give many employees high marks, in general, for trying. Some, no doubt, like their jobs better than others. (I think for many of them, it's a DNA thing. They're just happy people.)