I can't stand the name either. Long live http://s21.postimg.cc/5gpsul613/ualcorp.jpg

The contract staff has no incentive to go out of their way . And with UA contracting out more stations , this is the problem.

This is a great list - UAL Flyertalk summarized. Not holding my breath however. Even implementing some of these would go along way.

Part of the problem is the concept of customer valuation. UA (and other carriers) wants to have its cake and eat it too - instead of valuing a customer at the macro level (PQD spend, miles flown, influence, etc), they want to also value a customer at the micro level (what did you pay for THIS ticket TODAY).

This is why it's doubtful we will ever see generalized cost-impacted improvements to the inflight experience for Elite customers in the form of a free BOB item, a free drink, etc. and we're barely hanging on to non cost impacted benefits like free E+ access, Premier benefits, etc. and being screwed by the TOD upgrade process that was changed from what CO promised into a non-transparent we see today.

In UA's version of the industry, every benefit has a cost, whether it's an actual financial cost or an opportunity cost. Anything given to an Elite has a time-sensitive opportunity cost that applies at the micro customer valuation and should be offered for a fee to a Kettle before it is given to an Elite, or alongside Elites which dilutes their experience because according to UA management, Elites are annoying pests to be tolerated rather than embraced.

Of course UA isn't the only airline that does this - AA regularly sells Group 1 boarding access for a fee - but I feel it's time we get back to the basics and outlaw the practice of charging customers fees outside the price of the ticket because it's now the airlines that need to be forcibly weaned from their sense of entitlement which is spiraling more out of control with every year.

Slight difference though.

AA Group 1 (where the credit card holders also go) come after all elites, but before the rest of the kettles.

For UA, anyone who purchases Premier Access or has the credit card goes to Group 2, which is lumped with Silvers and Golds

UA lumps their Platinum tier (75K) with 1Ks and First/Biz classes all into Group 1, which, depending on where you stand in the pecking order, could be love it or hate it.

I know how you feel.

I still type ual.com

exactly . customers are an annoyance at best to UA.
Case in point, how many times have we caught UA lying about the reasoning behind a delay lately so they have to get out of compensation, knowing most customers don't have the ability to counter that and cost them more.

(I, for example, have caught them red-handed three times this year, and never gotten more than a "thanks we will submit this for internal review")

I don't think that's the case. I think they just don't like Elites. They've practically said as much too.

We don't pay for call center fees, for bags, for E+, etc., and we get extra miles, possible upgrades, etc. UA sees that as revenue leakage when an Elite buys a ticket. They would much rather sell to a non-Elite who is more likely to pay for these extras, rather than give away perks that are given away free to Elites. The problem is that with those perks, that Elite brings with him a multiplier of repeat business, which is typically not present in the non-statused customer.

It's no different than how some companies view employees -- a company can view its employees as human assets who receive a competitive salary, a benefits package, and other perks, so that they can retain quality individuals and make their business prosper. Or, they can view employees as a costly liability that does work they could source elsewhere for less.

I think we know what UA's position is on that one as well.