Originally Posted by
oenophilist
If it were me, I would start with the high level before diving down into the specifics.
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What this equates to is that UA does not value the 1K business flyer's time, which is one of the most important things that the business flyer cares about. Upgrades mean that the business flyer can get more work done during a flight. Less time required pre-departure means the business flyer can spend more time with her/his family. Faster resolution to IRROPS means the business flyer arrives on time to the meeting, or arrives home faster. To a casual flyer, factoring in a little more time is not as much of an issue. To a business flyer who takes 50, 100, or more flights a year, this adds up to a massive impact on quality of life and quality of work.
Excellent post.
If I could talk with Mr. Hand, like earlier posts that said to turn it around to him, I would like to know what's the strategy to attract fliers like us?
For the differentiators (so for example I'll assume the majors are roughly equal safety wise), I value efficient, productive, and reliable transport.
Priority lanes, meals that are not the dreaded cold pasta chicken salad, letting me easily move around when SFO does its usual weather thing, not needing hours while the 1k line esclates to the help desk moving my reservation through Dante's nine circles - these make a real difference.
You listed excellent reasons how United used to be great there, and now look like this is less of a priority for them.
What do they think we value, and how are they going after it?