Without the customer there is no revenue, without revenue there is no survival.

So my open question to the United board is, Who is in charge of keeping the customers coming back? I've been a 1K for around 10 years and this year as a result of the "Jeff effect" I have flown less than a third from previous years at this time. Add to this the minus of the "family effect", e.g. for every elite you lose, you lose their family's revenue as well, it's geometric and not singular.

Now if this were my company I would know who my top tier customers were and I would be tracking their travel and I would know if there was a decline in real time. This is just good business practice. It's not rocket science. If there was a decline I would immediately do whatever it took to get them back on track. Maybe discount coupons or some other targeted incentive. What is often forgotten is that it takes a whole lot of time and money to cultivate a loyal customer and it only takes one misplaced MBA to blow it to dust.

I'm quite amazed that I haven't had any communication concerning my drop off in business. This is just plain incompetence. I'm in sales and this is business 101.

I don't know shares but I do know a number of data base programmers who could easily have a report on a receptive CEO's desk in one day of who needed some love...and in case you forgot, it is love that makes the world go round.