Don't forget Spin - say it would be cheaper to go get a new customer (or customers) for that same amount

This letter looks like it was written by an angry kid. I'm not pleased with the program changes but your words and actions will go absolutely nowhere.

A group should try to objectively weigh if one of the big 3 US airlines is out of line. Then try to boycott that airline for a specific time period. If the group is big enough, each member should contact the airline and say that they are part of the boycott.

It doesn't need to be this complicated.

Each person should choose what suits their needs best. Those choices, in aggregate, will dictate the profits of the airlines.

It's that simple. There is no need for groups, organizations, programs, letters, surveys, and boycotts.

Just pick the best choice each time you fly and that will lead to more success and more growth for the airlines that best meet the needs of most flyers.

I'm laughing after reading that letter - no offense OP, but if I can't take it seriously, the leadership at UA are just going to toss that in the trash with a general response. This isn't going to get you far at all.

Dear OP,
Thank you for letting us know about your recent experience with United Airlines. I apologize if our service did not meet your expectations, and appreciate you taking time to share your concerns.

Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Your comments regarding (SPECIFIC EVENT) will be used for coaching and training our employees.

(CUSTOMER NAME), I ask that you allow us another opportunity to serve you (but just not on the first Thursday of each month), as we consider it our privilege to have you aboard.

Delta is making record profits so UA would be crazy to ignore their model.


Actually UA is ignoring the biggest portion of the Delta Model: improving in flight services. Have you guys seen the meals on DL lately? Meanwhile my meals in BF on UA the past 3 flights have made me gag.

The revenue based MP program is here to stay. Anyone who hates it, come join me at the new american Airlines could care less about a "boycott" they know you need them.

The only thing this letter will do is give Gold's the not often opportunity to score a comp upgrade.

is this a joke? cuz i'm laughing out loud. united is gone. time to move on to AA if you don't like them.

If you look at the bigger picture, this boycott will not work. It assumes this boycott will impact United's bottom line. In my analysis, it will. However, it will help, not hurt United's profitability.

The fatal flaws are assuming that nearly all United flyers are elite members and that United has monopoly power. If, and only if, these two circumstances were true, then such a boycott may work.

First flaw is assuming a large majority of flyers are United elite members. While it varies, let's use 40% of an average flight are United elite members. The remaining 60% are "General" passengers, who are looking for the lowest price tickets and don't have any airline loyalty.

Second flaw is assuming that the only flying option is United. Most United flights have some form of competition from American, Delta, Alaskan, Southwest, etc.

SIMPLE EXAMPLE. After decades of passenger information, the airlines know that traffic patterns are fairly stable. For example, flights from Point A to Point B on the first Thursday of the month is about 200 passengers. And let's say that Delta is the other competitor on this route.

Currently 100 passengers fly United and 100 passengers fly Delta. Of the 100 United passengers, 40 are Elite and 60 are general passengers. The same with Delta, 40 Elite, 60 General.

If 20 of the 40 United Elite passengers boycott the flight, the # of United passengers will drop from 100 to 80 (note, the 20 boycotting Elites still need to travel, so they are flying the day before or after). The total drop in TOTAL traffic on this Pont A to B route will drop from 200 to 180.

However, United will "backfill" some of the missing Elite seats with General flyers. The new composition will be 20 United Elites + 70 General passengers. Delta's composition will be 40 Delta Elites + 50 General passengers. This reflect the total drop in demand from 200 to 180 passengers. Some General passenger who would normally fly Delta, are now flying United.

Note, in this example, United and Delta sell the same % of tickets at various fare classes. Because United's demand is lower, they will have more lower fare classes available for a longer period of time than Delta. Since general passenger traffic is fungible, both planes will fill up to approximately the same level.

United comes out ahead, as they will "backfill" the missing Elites with more General passengers who are subject to additional fees (baggage, etc.).

Even the drop of passengers, 200 to 180 on the first Thursday of the month, is somewhat dubious. Instead of looking at 200 passengers on 1 day (1st Thursday of the month), look at the # of passengers for a 3 day period (1st Wednesday, Thursday, Friday of the month).

If you assume 600 passengers for these 3 days, then it is likely that Thursday traffic will "backfill" with general (leisure) passengers as the lower fare buckets will sell out faster on Wednesday and Friday. Remember the boycotting United Elite passengers still need to travel, and adjusted to the day before or after.

As much as I would like to see United rescind their changes, I do not see how this boycott will work. Perhaps I'm missing something.

And knowing UA, they may not even bother to replace the parentheses.

Let's call this thing capitalism.

1.) This change is actually good for many elites (myself included) who fly shorter routes on higher fares. Also getting a huge boost is the elite who flies long haul on premium fares. So to assume all elites are with you on this is probably flawed. In actuality this change really benefits the groups United most wants to court. If it ruffles feathers of pax/elites on discount fares they are really probably alright with it.

2.) Given the above and the fact that Delta already is doing this I don't see any feasible way United would not switch as well. Considering the huge differential a person can earn on a front cabin fare internationally staying in the miles flow game would be suicide.

3.) The ship has sailed on this one.

Count me as one of the long haul premium flyers that is happy with the change. I will get about 25% more RDM per flight with the new program.

Did they actually send this letter yet?

Wow.

Welcome to a free market economy. UA is free to alter their programme as they see fit. We're free to spend our dollars elsewhere. Why bother with letters?