1. their new website is a travesty: blind to UA, insecure, unreliable, slow, confusing, cumbersome (check-in), uninformative (fare rule transparency, no more search by price month-long visualizations). i had never used the phone or 3rd party websites to buy US tix before the merger; now that's commonplace for me.

2. remind them of the obvious: it's easier to retain a customer, than to find a new one. further, it's easier to lose faith in a company, than to gain it back.