Thank you for being 1K
 

It seems like this line is suddenly everywhere. Every transaction with UA, even when they scan my BP at the gate, ends with "Thank you for being a loyal 1K member..." This morning when I had to call an agent with an issue it ended with "I hope you'll be able to keep your 1K statusfor next year." It's just part of every single conversation. It must be part of the instructions all agents have received.

Yesterday when they held a flight for me for 5 minutes at IAD to avoid a missed connection I heard it at least five times as they were rushing me through the gate area and onto the flight. This made it clear to me that they held the flight BECAUSE I was 1K - and I know several others on my incoming flight were trying to make the same connection and they were somewhere behind me when they rushed me on board and closed up.

A little bit is great, but this is getting a little annoying, especially since there is no way I'll be 1K next year, and will ride out my 2020 as Gold while explore other options for 2021 and then jump ship when my status goes away.

Funny, I experienced the same "congratulations" from the GS line just yesterday, before I was even able to give my name or MP #. Maybe from a pop-up screen on the agent's system.

I thought that as well. It's almost as if they know that, from 2021 I won't be 1K and that in 2020 I won't be flying UA much, and are trying to persuade me with flattery that I should stick with UA.

I had this about five times during my ten flights week before last. "Thank you sir for being such a loyal 1K member, we appreciate your business." At least it's better than "get it yourself".

I've also recently noticed this trend, and while it's a small gesture I do appreciate it. I haven't had a scenario requiring special handling, but I hope the treatment extends to those if and when they arise.

UA uses caller ID to identify you, at least if you call from a number you've put into your account.

Now, if they could find a way to give me a upper body massage in-flight, then I'd be happy.

I felt "hammered" with this mainly when checking in to UC's

I overheard a FA mention it to the guy in 2B last night as she wished him a Happy Birthday.

Yes, there as well, I'd forgotten about the UC. It's everwhere! I got it when I checked in and again as I left.

Actions over words.

It has picked up for me also...along with the dreaded Hertz rental car attempted sell...

I'd like to hear this at the gate when they hand me a boarding pass for my upgrade....then I would start to feel appreciated again.....!!

Well if you're not going to retain customers with a loyalty program you have to retain them with either lower cost or superior product. For those of us who travel internationally and have the option of a non-American carrier there are a lot of airlines that offer a superior product, often at a lower price and with fewer connections. If United wants to make flying a commodity, that is their privilege, but there are consequences to moving away from brand loyalty based system.

The other key point is United has spent the last 40 years training its customers on how to maximize the MileagePlus loyalty program. Milage runs are a great example. They are now blowing-up this model completely, which confuses everyone, putting them all outside their comfort zone, making changing to another airline much easier. Risky at best.

As a guy with almost 5M BIS miles on United, plus being ~15 months away from retirement (when my travel will shrink dramatically), I don't have a dog in this fight. So I think I can look at this objectively and all I see is confused marketing, undecided if it's going up market or down market or both. Somehow the history of how customers are attracted and retained has been cast aside and now it's only focused are market segmentation and financial ratios. In the long-run brand loyalty is extremely difficult build and very easy to destroy. I'm afraid United seems interested in testing the limits of how easy it is to destroy.

the hertz thing is starting to annoy me. not that it's the agent's fault - if anything, i feel bad that they're being forced to pitch it.

it just leaves a cheesy taste after an otherwise productive and genial call. "i'm being used transactionally" cheese, not pecorino.

This, and the Club Card. The pressure when I called the club line was beyond intense. The person just wouldn't stop - I think they must either have targets or they get a little slice of money when they sell one.

I think they've gone a long way beyond "testing the limits". They've been passed.

This is too funny. I just received a response to a Customer Care message I'd sent in to compliment some employees who went above and beyond. The response included:

Thank you for your proven loyalty as a Premier 1K Mileage member

It is everywhere.

Thank you for being a loyal United Premier Gold member. Now if you can book six times the number of flights you booked last year you'll be able to keep your status for 2021 :rolleyes:

-James

words are cheap. They don't cost UA anything. Perhaps it drives home the message for some employees as well ;) there is a value of 1Ks for UA ;)

Try telling that to UA's lead negotiator to the Union?!

I'd say I started noticing this about 3 months ago. It definitely hit via a memo during the summer in my opinion. Everyone says, "Thanks for being a loyal 1K". Many on the 1K line are now thanking me for my million miler status at the same time. It's a nice touch.

-RM

All customer service call centers seem to have a problem recognizing when you really want to get off the phone and instead do everything they can to delay your departure. I've been experimenting with saying "yes" to the Hertz/Marriott question, then simply hanging up after they transfer me as the phone is ringing. That way the agent gets (I hope at least) a pat on the back for a referral and I don't feel like I'm just hanging up on them to get off the phone quicker.

Guess I am odd man out. I've been recognized and thanked as a 1K consistently for the past few years by GA, Flight crew and phone agents. What has wavered is recognition as *G on LH flights.

FlyerTalk seems to be about evenly split between people who complain about no status recognition and people who complain about getting status recognition. One thing's for sure - everyone on FT complains about something.

In my phone call from United in addressing my DOT complaint about the changes in the UC club entry requirements... began with...
Thank you for being a 1K and 3MM flier.......

Does it make a difference -- no...

This x1000000000000000000000000000000

I would suggest for folks to not get overly invested in the transactional world of ______ e.g. airlines. This would help you stay neutral when changes happen. Life moves on.

Also, if someone thanks you, real or not, thank them back. No need to rationalize the deeper meaning.

well, that's going to cost them ;)

agreed

:confused: who complained about it?

Exhibit A - post #1 :

when is the last time you have heard a UA flight attendant thank an SAG for being SAG ??? Right ... never ...

got it, low threshold for complaining. I don't enjoy this either, frankly. Not a complaint though. Just noted. o.k. for you?

I status matched from Delta the beginning of 2018 and was a little confused by the lack of recognition...especially when taking advantage of the free meal/free drink in economy. I never knew whether they knew I was 1k, or whether I was supposed to show proof, or what, a quick “thanks for being 1k, what can I get you” would have cleared things up.

they have since matched (or even outdone) Delta in the customer recognition department but also in the “let’s screw our elites” department, so I’m heading back. 18k is a bridge too far for me, but I’ll give my 16k/year business to whoever makes me the best offer for it...

thanks for the GPUs and the same day confirms, it wasn’t a bad ride...

That would be me. The point is that for years I was cattle. And the at the same point they gut the programs it’s suddenly nothing but thank you for your loyalty with no action to prove that they actually care. It’s just all empty words.

It’s really more than the ‘Thank you for being 1K’. It’s being recognized by name settling in during boarding or having the purser stop and ask how things are going.
Its seeing Priority tagged bags waiting sitting separately when you arrive at baggage claim.

Wow. Now that is true status!!!

I wonder if they realize they'll lose a ton of (high) elites next year and are trying to retain people with kindness.

THIS

the above is an observation and not a complaint

+ those that complain about complaining! :D Ahh, the internet...

LOL I wonder how that’s working out for them.
Hmmmm Maybe I should reconsider spending $24k since they’re being sooooo nice?

This is too funny.

The only time I get the fake gratitude is when I call the 1K number. No one ever says it to me at the gate, onboard, or in the Polaris lounge, etc. But, then again, I probably don't look like a 1K to them since I am always dressed down and exhibit no trappings of success.

My 1K elite "special treatment" expectations were tempered by a recent experience on a ORD-MUC flight, where I was denied my chosen PDB (Coke ), with the line that they were only offering what was on the tray, but that they would get my preferred drink shortly after take off. I also got some attitude with my denial when I told her that I didn't want anything on the tray. I thought that this was a new "enhancement", so on my return last week, I told the FA that I'll just wait until after takeoff so I can get a Coke. She looked confused and said that I could get a Coke right now. I told her that I thought it was a new policy because I had been denied on the outbound, and she said there was no such policy. Go figure!

By the way, this denial of a soft drink PDB has happened to me more than once, so I really did think it was a new policy.

"What do you call it when the assassins accuse the assassin." -Colonel Kurtz, Apocalypse Now.

But I have experienced MS flight attendants come up to me and shake my hand and thank me for being a UA*G.

I’ve had a similar thing happen flying TATL and TPAC Polaris a couple months ago. Requested the famous old fashioned on both flights and said not available. Fly on a domestic F service from DEN to YYZ no problem. Perhaps I’m being unreasonable expecting a common drink in Polaris J :rolleyes: Meanwhile flying SQ last year in Y from SIN to DPS not only was a meal served but they gladly served me a Singapore sling on request. It’s experiences like these that make me wonder if I should move flying out of UA and towards SQ.

I'd hope this was standard. The stories here make it seem that, suddenly, UA is keenly motivated to recognize your status and loyalty, but a month ago didn't really bother. Am I reading that right?

If you don't like what United is doing with what you perceive as "fake" gratitude, then move on. There are plenty of other airlines to choose from.

Action speaks louder than words (being posted on FT).