Businesses are always about dollars and cents.

And see my comment above about "customer retention". When half of your business and almost all of your high value customers have disappeared, that's not the situation where you say "gee, what should we do to retain our customers?". The thinking is closer to "what should we do to survive this so we can worry about getting customers when the pandemic is over?".

But taking your comment at face value, United knows a lot about customer retention. On my last flight, I fell asleep in the SFO UC after a flight back from FRA on Lufthansa. I missed my connection. Not only did UA rebook me at no charge, but they upgraded me to first on the rebooked flight. In a situation that was totally my fault.

Earlier this year, my baggage misconnected on a flight to Hawaii. They delivered it the next morning to my hotel room, and gave me an amenity kit in the meantime.

Plus, of course, there's all the upgrades and free flights and status I get from Mileage Plus- I made Platinum this year because United lowered the thresholds due to the coronavirus.

ALL of these things I just mentioned are about customer retention. Really, the exaggerations are the worst thing here. Of course they care about their customers. Not warming your bread up is not the same as not caring about customers. It's a preposterous thing to accuse United Airlines of.