To me the issue lately is one of a resounding lack of customer service, fix that and customers may return etc.
Here is my exchange in the UA Club at IAH on Monday at 8.15p when I decided to return to the club as a result of a delay on my TK flight:
Me: Present my bp.
UA: "Sir they just called and told me that this flight is boarding."
Me: "I was just at the gate and they announced the flight is now boarding at 9pm and this is also what the monitors say. Would you mind calling to check please?"
UA: "No."
Me:
"Really?"
UA: "Yes, I can't call, look that's what they told me, if you miss your flight that's not my fault."
Me: "Ok, thanks for your help."
The agent could not have been more surly, look more aggrieved by my request and quite frankly had a poor attitude, tone and total lack of customer service!