United CFO Rainey Implies Certain Elites were "Over Entitled".
"We have certain groups in this (Mileage Plus) program that were over entitled..." according to United's CFO John Rainey, as per his presentation at the BofA Transportation Conference held on May 17th. The entire webcast is available on United's investor relations website, and he makes the comment 11- 12 minutes into the presentation. Since the CFO is a PMCO guy, I imagine he is referring to PMUA fliers. Mr. Rainey also raves about Shares.
So, I guess we have the answer to all of the complaints enumerated by Premiers, 1Ks, GS, MM, etc. We were simply over entitled, not loyal!! Our new airline.
Last edited by J.Edward; May 20, 12 at 7:25 pm..
Reason: Clarify that the CFO implied some groups, which OP thought was Elites
Programs: AA EXP 1MM, UA Something or other under the new system MM, Costco General Member
On another note, I missed my first upgrade (JFK-LAX) in 18 months last week. And barely made another one (ORD-LGA). Obviously a meaningless data point given in the grand scheme but it will be interesting to see if the number of people switching is really significant and a trend develops. I actually hope so, even if it means I miss a few upgrades.
Telling their true feelings about their most valuable customer is worth something
I just listened to the first 15 min and had to stop. EXACTLY what I've been saying. They LOVE SHARES and are doing exactly what there business plan is. "over entitled". I love that line. Did he write it while sitting on his corp jet?
Programs: AA EXP, Delta PM, AS MVPG, EK Gold, TK Elite
Originally Posted by demkr
It's bewildering why the guy said that stuff... why would anyone insult their customers like that?
Wow. But based on what has happened in the last few months, is it really all that surprising from this group?
Loved the intro... "John made two comments to me. One, he viewed himself more of a financial guy than an airline guy..." Ya think?
Obviously not using a teleprompter...
Starts at about 11:50...
"...Additionally, we also changed our Mileage Plus program, some of the benefits that, uh, accrued to the members. Uh, we, uh, we had certain groups in this group were over entitled if you will. Uh, and now, uh, we have realigned the benefits of that program with what the, the, the customers and, and, program, um, um, the participants are actually providing to the airline, and, and this is a good change going forward..."