Originally Posted by
CO_Nonrev_elite
Much easier to keep an existing customer than to keep trying to find new ones. It's business 101. While I do not believe that UA doesn't care, I think their operation is entirely chaotic and they are just not organized, managed, and happy enough to get around to showing they care yet.
What's interesting is that a lot of this can be based on basic statistics/algorithms. They seem to have that down with spending and modifying the frequent flyer program. However, they don't seem to have it together with retention.
Perhaps it's just a fundamental lack of interest in this aspect of the business versus not being "able" to do it?