United CFO Rainey Implies Certain Elites were "Over Entitled".
#1486
Join Date: Nov 2010
Location: DEN
Programs: 2012 Plat-2013 Plat-2014 Silver-2015 GM
Posts: 818
I never said the feedback from this community should be ignored.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
As for this site being anonymous, welcome to the internet and the world of social media. Maybe the State of New Jersey will lead the way in getting that changed. Until then though......I am one of United's best customers.
#1487
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
I agree wholeheartedly with the other replies to your post. I'll keep my reply to this: It is both more respectful and far more productive to confine your points to the matters about which we have legitimate disagreements, rather than impugning the attitudes, motives and actions of your fellow members of the FT community.
#1488
Join Date: Dec 2006
Location: ORD
Programs: AA EXP,2MM, DL Gold,Starwood PLT
Posts: 3,876
I agree wholeheartedly with the other replies to your post. I'll keep my reply to this: It is both more respectful and far more productive to confine your points to the matters about which we have legitimate disagreements, rather than impugning the attitudes, motives and actions of your fellow members of the FT community.
A big part of what sites like FT have been about is how to get status and top teir status ( and the benfits) for the fewest dollars spent. We all act in self best interest so it's a valid use of FT, but clearly it's not what the airlines have in mind with programs. Airlines have wised up to this fact and are acting accordingly and postings that point out loop holes have helped them close these loop holes.
Last edited by grahampros; Jun 16, 2012 at 11:08 pm
#1489
Suspended
Join Date: Aug 2003
Location: SEA
Posts: 12,485
I disagree that the majority of this community is focused on finding loopholes....maybe limited to those in the "trick it" thread or something.
This member of the community is on here trying to figure out how to make my seat assignments actually stick, why boarding times seem to be at the whim of the GA, and all other manner of inconsistencies in the new world order of UA.
This member of the community is on here trying to figure out how to make my seat assignments actually stick, why boarding times seem to be at the whim of the GA, and all other manner of inconsistencies in the new world order of UA.
#1490
Join Date: Jun 2004
Location: What I write is my opinion alone..don't read into it anything not written.
Posts: 9,686
I recently received a very nice email from the Marriott elite program. They noticed I had not been staying at Marriott properties as often and asked what they could improve to win back my business. This included a very well written, personal follow up email from their staff.
Not once in the communication did they indicate I was "over entitled" for expecting benefits for my loyalty.
Not once in the communication did they indicate I was "over entitled" for expecting benefits for my loyalty.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
#1491
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
Since this is a community dedicated to maximizing the benefits of the travel experience and because I don't work for UA, focusing on #1 seems to be appropriate for the situation.
That said, I can't really see UA taking the feedback in this community seriously when considering reasonable improvements to gain customer business.
That said, I can't really see UA taking the feedback in this community seriously when considering reasonable improvements to gain customer business.
I'm shocked. Rainey is that you? That part of your post is enough for any sensible decision maker in the travel business to be "ALL EARS". Whether they do or not, and I believe they do to some degree, is another question.
If they didn't listen to some share of their loyal customers, and this site does provide immediate and free feedback, they might as well shut down the Marketing, Advertising and Customer Loyalty Dept's, Focus Groups, etc, etc, etc.
If they didn't listen to some share of their loyal customers, and this site does provide immediate and free feedback, they might as well shut down the Marketing, Advertising and Customer Loyalty Dept's, Focus Groups, etc, etc, etc.
Today, much of the feedback on this forum is contradictory, petty, or counter-productive. An airline can certainly get a sense of what a small subset of customers think, but there are much more productive and effective ways to determine what your best customers want.
This community is populated by a small subset of anonymous customers.
This community is populated by a small subset of anonymous customers.
I'm sure you saw that United has great PRASM, and great yield! Under the wise leader UA has regained the lead, leapfrogged AA, UA, DL (and SW) in yield and PRASM and the grown curve on these is ever upwards. They are widening the lead! So exciting!
Since we all see that UA has nothing to be concerned about, they can simply forget all the ill informed complaints. Its clear that high yield traffic loves the changes and is flocking to UA which is at a competitive advantage, so no need to see what might be improved.
I never said the feedback from this community should be ignored.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
But since we all know UA is doing SO, SO, SO well in its financial metrics, they can go on taking your sage advise and just ignoring the whining! Better yet, they ought to give the fearless leader jeff more money, clearly you would agree that $13.4M is nowhere near enough!
#1492
Join Date: Dec 2006
Location: ORD
Programs: AA EXP,2MM, DL Gold,Starwood PLT
Posts: 3,876
True, but I bet you were not at the Bank of America/Merrill Lynch Transportation Conference, so most likely they didn't communicate to you that you were over entitled, and I also suspect that you have not received any direct communicaton from UA that said the same.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
#1493
In Memoriam
Join Date: May 2001
Location: Southern California
Programs: Hertz 5 star, Priceline Hotel bidder. AA PLT, 1MM.
Posts: 2,910
I never said the feedback from this community should be ignored.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
#1494
Join Date: Nov 2005
Location: SFO and OAK
Programs: FAF, Hyatt <>, SPG PLT
Posts: 2,240
True, but I bet you were not at the Bank of America/Merrill Lynch Transportation Conference, so most likely they didn't communicate to you that you were over entitled, and I also suspect that you have not received any direct communicaton from UA that said the same.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
#1495
Join Date: Dec 2006
Location: ORD
Programs: AA EXP,2MM, DL Gold,Starwood PLT
Posts: 3,876
He may or may not work for UA..which i doubt he does. I don't either but i see the logic here and share it. Folks around here dont know as nearly as much as they think they do on who's really providing the value to the airline.
#1496
Join Date: Apr 2005
Location: Seattle, WA
Programs: UAL 1K 1.3MM till 1/31/2015 Bye Smissek, Delta Plat. Marriott Gold, Hilton Gold, Hertz Pres. Circle
Posts: 227
I never said the feedback from this community should be ignored.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
I don't think a reasonable person would expect any company to use an anonymous subset of self-described "best customers" who are focused on finding loopholes in the company's programs and policies as its primary source of feedback.
#1497
Suspended
Join Date: Jun 1999
Location: Los Angeles
Programs: Loyal to Myself
Posts: 8,303
My experience is quite different. And I know others who have received the same communication (via phone conversation or face to face meeting) from United. I'm referring to PassPlus secure customers (or I should say former customers). United explained the changes and most questions about the changes were answered by, "Let's be honest, who else are you going to fly?"
#1498
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
Since my scenario didn't happen I'm fairly sure yours didn't either.
Rather, in several places, including by UAInsider, we were told that his meaning was purely about *S. Period. This is a PR attempt at cover, not a mea culpa.
#1499
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,158
True, but I bet you were not at the Bank of America/Merrill Lynch Transportation Conference, so most likely they didn't communicate to you that you were over entitled, and I also suspect that you have not received any direct communicaton from UA that said the same.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
I'm betting most communication from UA to you has said something quite the opposite, maybe even referring to you as a valued or loyal customer.
http://www.flyertalk.com/forum/unite...l#post18168179
In both word and deed, UA is not communicating a strong value proposition for maintaining my status with them. I am stuck with UA this year...too many miles already committed.
#1500
Suspended
Join Date: Aug 2003
Location: SEA
Posts: 12,485
You sound like a mileage runner trying to maximize your benefit at minimum cost. Most of the rest of us are business travellers trying to predictably get to our destination so we can conduct business and get back to our families. Nothing wrong with you being a mileage runner but don't think for a second we all play your game.