Originally Posted by
ung1
And like they say, in the long run, it is far cheaper to retain an existing customer than to onboard a new one.
You might think so, but it doesn't always work like that.
Just look at what UA (aka CO) has done to its Million Miler flyers. They've pissed-off and lost quite a few (check the UA forum), but they are blithely pressing on regardless, courtesy of sucking up to infrequent flyers ("kettles"). It may or may not end in tears.
So all may not be what it seems.