Originally Posted by
LaserSailor
Precisely, which is why these discussions are rather bland.despite the nattering nabobs calling Armageddon, I see UA PRASM lagging the other legacies by incremental amounts. The strength of the network still gets UA lot of HVF who want fastest route A-B and don't care about food, blankets, pecking order nor being called by name.
Customers care very much about arriving on-time. If the airline continues to struggle with providing reliable transportation from A-B, selling the strength of the network will be challenging.
After Hilton's recently completed Honors review, they found that increasing redemption rates did not negatively impact customer loyalty, much to their surprise. However failure to recognize status (at check-in and at other touch points) and inconsistent high quality customer service experiences did have an impact.
Not everything is black and white.
Personally, I find the customer experience is very inconsistent with UNITED. UNITED knows this is happening and it's one of a number of issues which is receiving attention.