TO: Jeff Smisek, CEO

I typically have never written a letter that is this direct.

I have been a 1K Mileage Plus member for years as well as a Million Miler on UA and several more million on other carriers for many years.

I am shocked how with the stroke of a merger pen, my UA went directly into the service toilet within minutes of the mergers effectiveness.

I booked an international ticket that was on a 72 hour hold until 3/3/12 at midnight.

I called all day on 3/3/12 in order to ticket the flight and thus not lose the space.

I have been on hold with reservations for 12 hours spread over 4 days without the ability to get through to an agent. DO THEY GET IT? I CANT GET THROUGH TO AN AGENT!

In 5 years, I have never waited more than few minutes to get through and now I have been on 4 days on hold with the same BS “promo loop”

Are they crazy? The USA Today articles were “kind” to UA given the utter disrespect and nonsense that we loyal customers have gone through, WITH NO ASSISITANCE WHATSOEVER!

Maybe “Old Jeff” is spending his time helping old CO customers in EWR or IAH, and the hell with everyone else.

Is everyone too busy cashing their merger bonus checks to pick up the damn phone for a million miler?

A first time flyer on Spirit airlines could get more service than I have gotten.

I am sure that my reserved space is gone and UA ultimately, someone with say that they are sorry and that nothing can be done.

In the meantime, UA’s merger has completely screwed my vacation plans.

It is shocking from a customer service level, but expected from a regulatory level.

This IS the reason why mergers such as this should not be permitted and are designed to screw the customer in the long run.

No one should feel loyal to a company such as UA when they treat their best customers in this kind of manner without care.

Nonsensical in-flight videos and BS letters from the new CEO are all hype and marketing masturbation.

If I have to be on hold for 4 days, our pal, Jeff Smisek has a hell of a lot more to be concerned about.

Even the heartless Chevron CEO, Tilton had more customer savvy than this merged company currently has. Do we think that Tilton has to wait on hold for 4 days to demand his guaranteed positive first class space. I hope that he negotiated a direct phone line to reservations.

A completely Screwed Million Mile Customer