I've talked to several people at United recently (not agents but much more senior people) and everyone is saying the same thing about Scott Kirby. Basically he says all this great stuff but really is only interested in cutting costs (e.g. GS benefits) and maximizing revenue. Obviously they need to run a business and can do whatever they want, but United has a lot of competition and not really that great a product, so for people who spend a lot, there are many options.