Originally Posted by
GUWonder
The US3 airlines loyalty program devaluations have shown that the programs are less about rewarding loyalty than they are now about “what has the customer done for me very recently” and “you are your fare”. So it shouldn’t surprise anyone that the US3 airlines could be ingrates even in the face of their money/finance-supplying institutional saviors.
Over the past ten years, things have definitely been migrating from relationship based to transactional. In the next recession, it will be interesting to see how United deals with the behavior it has been cultivating.