Robert Pick

Digital. Technology. Security. Insurtech. Innovation. Management.

[Robert Pick @BobPick]

@United on UA131 to HND. Just a really nice flight. Cabin crew is excellent including Lenore (awesome), Tina, and Purser Matt Sheng. Service is flawless and with great vibe. These guys obviously like working together. Please thank the team. Happy GS flier here.

[Robert Pick @BobPick]

@AmericanAir heading out of PHL on AA478 to PHX. Flight is delayed to due inbound. I always expect delays on AA. But our boarding time continued to show original even with no plane at the gate. Then slipped 10 minutes at the original time of boarding even with no plane at the gate still. No gate agent was there (turns out that three of them wre down in the jetway, not attending to customers). Not a single announcement was made. The first notification came at 10:42am, which is 32 mins after boarding was to start. You knew the inbound was late since it left BOS at 8:42am this morning but did nothing to inform your customers. Why is AA always so bad with communication, gate announcements, and gate agent availability?

[Robert Pick @BobPick]

@united First announcement at the gate: 10:21pm...11 minutes after boarding was to start.

[Robert Pick @BobPick]

@United, it's time to slip the departure of diverted UA130 in IAD. Pilots haven't even been allowed on board and no seat assignments provided, but it still says 10pm departure. Passengers are panicking because they are stuck in security (only two lanes open) after being jammed at immigration with all the diverted NY flights. Let them off the hook and tell them it's going to be 11 or 11:30pm.

[Robert Pick @BobPick]

@united And not a single announcement made at the gate. People starting to pile up, no one knows what's going on. Gate agent mentioned he's never done a diverted flight before...

[Robert Pick @BobPick]

@United on UA130 from HND now diverted to IAD. We were just told that we will land deplane, have to go through immigration and customs, then back through security in order to reboard the same plane at the same gate to continue back up to EWR? And our IAD arrival is 6:31pm, with a departure to EWR shown at 7:13pm. Never seen anything like this. 40 mins for immigration and security re-screen? Clearly the timetable is BS. Makes no sense. Unhappy GS.

[Laura Roeder @lkr]

@fidalgo_pt uuuh you pay 2k/mo for health insurance in europe??

[Robert Pick @BobPick]

@united Sent!

[Robert Pick @BobPick]

@United, boarding for UA16 at EWR, on to LHR tonight. The gate crew at C128 was perfect with very clear announcements and organization at the gate. Very efficient boarding with all facial recognition. Kudos to them. EWR is doing pretty well these days! Happy GS member.

[Robert Pick @BobPick]

Hello, @EWRairport ... Frequent @United flyer here, Global Services and all that. Just a note of thanks to you and your local TSA team for keeping it together during the funding crisis. So far, for weekly mostly long-haul trips, security has remained reasonable with good communication and seemingly good staffing levels in Terminal C. Much appreciated.

[Robert Pick @BobPick]

@united @United gate agent at C2 weirdly said there were no announcements because they were "pre-boarding only." Makes no sense and she wss rather gruff about it. We're boarding but will obviously not make the current delayed departure time.

[Robert Pick @BobPick]

@United at FLL awaiting UA1469. The inbound just arrived, 10 mins after boarding was to begin. Gate agents have made no announcements. Board still says "boarding soon" so everyone is lined up. Gate agents made no effort to clear them so people could efficiently deplane. We all know we're going to be delayed 45 mins to an hour, yet no announcements, and the board still says "boarding soon." This is what gets passengers frustrated. Just make an announcement!!!

[Robert Pick @BobPick]

@united Still no announcement but the board at least says delayed now. Deplaning not done, no way we're boarded and off the gate in 30 mins. Did I mention still no announcement at all? The whole gate crew, 4 that I see, is having a good old time. But no announcements or information.

[Robert Pick @BobPick]

Hey @United GREAT cabin crew on UA279 ORD to FLL. Perfect announcements and service in business. Model crew for domestic, truly. And this ol' 757 is actually in really good shape. Happy GS flier.

[Robert Pick @BobPick]

@United, some really great customer service work by the team at the EWR Polaris Club. Patiently working though reschedules for passenger after passenger as a result of the FAA capacity limits. Impressive patience and empathy. Well done from a GS member! Please pass along.

[Robert Pick @BobPick]

@United, just a note that UA323 from EWR to LAS has been great from ground to air. Slight delay waiting for FAs to arrive, but the gate announcements were on-point. The cabin crew in business has been excellent. I know the complaints fly, so want to share a good mention. Happy GS member here.

[Robert Pick @BobPick]

@United, the gate agents at ORD C20 handling UA782 to EWR are fantastic! Monica and Maureen. Upbeat, great announcements, clear, efficient... These employees could teach a class! Happy GS member here.

[Robert Pick @BobPick]

Thank you. I genuinely appreciate that. The lack of announcements and regular "gate surprises" are very common with AA. Far less so with United and Delta. It doesn't need to be this way. Gate agents just need to think more about information needs of customers. 30 second announcements every 15 minutes will keep customer temperatures down and everyone informed.

[Robert Pick @BobPick]

Hey @AmericanAir, at CLT awaiting AA1071 to EWR.l at Gate C5. Weather delay. 4 minutes before boarding is to start, the gate announces that the inbound isn't here yet. Your board still says an 8:06pm departure, which is wrong. How, when there is a weather delay, and the original inbound arrived at 4:41pm, are we waiting on an inbound now? And why wait until boarding time to announce that? Clearly they knew this an hour ago. This is why I GAVE UP Concierge Key....

[Robert Pick @BobPick]

They finally made an announcement at the gate, oddly just tacked on to a standard pre-boarding announcement confusing everyone into thinking that boarding was about to start. They noted NO maintenance delay, just the late arrival to the gate, deplaning and cleaning. And they said the departure is now 8:26, but the board still says 8:06. Surely @AmericanAir knows all this, but the text alert was a false maintenance delay, the board says 8:06pm, and the long too late announcement from the gate says 8:26pm. Why so confused?

[Robert Pick @BobPick]

It isn't a maintenance delay. The plane wasn't at the gate. It is now here and is disembarking, but it will take 20 minutes for that plus 20 mins to clean and then 30 minutes to board. All the while no announcements have been made (gate staff is standing there bored) and the board still says 8:06pm departure which is plainly wrong.