Originally Posted by awilen

20+ year Exec Plat member and have witnessed the level of service fall apart. I have had Exec Plat desk people treat me like I was a $200 once a year traveler. I have been stuck multiple times. It is not a surprise that their unions have voted "no confidence" in current management and the airline is lagging behind everyone else in the industry in profitability and customer ratings. I was so frustrated I wrote a multiple page letter to the head of operations and had it delivered via FEDEX. I received a call from a customer service person whose first comment to me was not an apology but an attack on my common sense. I have never seen someone treat their top customers so poorly. Even after I told them I was leaving to go to Delta via a match program the woman at customer service hung up on me. I did not raise my voice, she just didn't have anything else to say and didn't care about my concerns or issues to improve the airline experience. I recommend everyone who can seek a different airline.