That's what happens when your airline is so lousy that you have to spend the majority of your time and effort responding to the deluge of customer complaints rather than fixing your operational, cultural and service issues. It's gotten to the point that I miss LUS pre-acquisition by HP.

I just status matched from EXP to 1K on UA. Tomorrow is my first flight on UA in quite some time. After email after email after email and multiple calls from AA customer relations in response to my survey answers I've had enough. The fact that AA doesn't provide a phone number to call customer relations tells you everything you need to know about how much they care about your feedback. DL agents are empowered. AA agents pass the buck. We'll see about UA.