Originally Posted by
aacharya
Considering that many companies require CEO signoff for any risk/spend over $5MM, it is still a lot of money, and discretionary money to boot. Not saying it isn't something they should do. But it's still spend that is hard to quantify adding "back" to the bottom line. Personally, there is something to these little quick wins - it does add back to the bottom line - but not in a quantifiable manner.
All successful companies understand that happy customers are required to prosper. It's an art-form to find the right amount of spend to keep customers happy, without over-spending.
This is yet another piece of evidence that discredits the Smisek strategy and shows UA is seeking to become something other than the worst airline in the country.