Might want to consider asking when/how "they" will start communicating anything (programs, changes to the programs, what they are working on for changes we will like, etc) out to the various, and maybe even targeted groups of the FFP. Any message they could send would be better than everyone on this board speculating as to what the silence means.

Big picture, what's the plan and strategy to provide Customer Service to their Elite and non-Elite customers? Who do they want to emulate (so we know what that looks like), what's the plan to get there and when does he see that being accomplished?

And, lastly SHARES. What's the short term and long term plan for that platform. 7 hour waits in a Customer Service line for IRROPS is beyond the call of duty and will minimize/neutralize almost all else they could do from a Customer Service perspective.