Originally Posted by UrbaneGent

I understand your stance, don't understand your delivery...change happens when one person stands up for something and then more and more follow. This thread, and this site, is feedback.

United, one would think, would be using FT as a valuable tool to gauge feedback on whatever decisions they make. Yes, United is a business, etc., but there's one principle that hasnt changed the moment man, in a free market, began trading and eventually using currency: the customer is #1. You can't forget your customer in a buy/sell/make money equation.

There will be business cases one day about Smisek and what NOT to do. He must have sold the "we have to swallow the bitter pill" story to the board. The company will be more efficient and leaner this way, by washing out the over-entitled, making $$ on nickle and diming the kettles and selling to high-paying full fare customers who may not care about awards and the such. There's no other way to explain all these non-customer friendly decisions.

Only time will tell. But the more complaining on here, the greater the chance of UA changing policy.