In today's Wall Street Journal, The Middle Seat column by Scott McCartney, describes some extraordinary customer service being doled out by Delta and Lufthansa to their most valuable frequent flyers. This is in contrast to United's treatment of FF. The article is here...
http://online.wsj.com/article_email/...aletleft_email

Numerous threads have talked about collectively taking some form of action. I chose to write Scott the email below, with the hope that he will continue to write about the treatment of FF at United. If you would like to add your voice, Scott's email is... [email protected]


Hello Scott -

Your article about Delta and Porsche today was very interesting and is in distinct contrast to how United's frequent flyers feel they are being treated. In the article you wrote, "As much as 75% of airline revenue typically comes from 25% of passengers. The top-level members of an airline frequent-flier program are the most highly coveted by a carrier—and its competitors." Using Flyertalk.com as a barometer, United's frequent flyers are not feeling the love!

I want to thank you for your recent blog post reporting the outrage of United frequent flyers over the elimination of "Expert Mode", which affords the ability to see seat inventory by fare class. This is only one of the perks/benefits/tools that United has chosen to take away from their loyal road warriors since the merger with Continental. Profit maximization is a rational goal of management, still I find it amazing that United has chosen a strategy of alienating it's "most coveted" customers. Isn't it logical that there should be some form of Win / Win relationship between United and their most frequent flyers?

You are a well read and respected columnist on air travel and you are featured in the WSJ, the premier daily business publication. This may not be your thing, but I am hoping you may be an advocate for those of us suffering in the middle seat.

Regards,