Gee, thanks United
For many of you that know me, I have done a lot of traveling over the last decade for work. I’ve been fortunate to do most of my traveling with one airline, United.
In 2008, I only flew like 60,000 miles. Yes, *only*. So my status level changed from Premier Executive 1K (or just “1K”) to Premier Executive. Also in 2008, I was invited to join an online United Community that they setup to get feedback on various programs and services. I could’ve participated in webcasts with United VPs and senior staff. I *did* participate in some of their surveys.
Sort of unceremoniously in May, I received the email below. Thanks, but since you’re no longer “special” we’re revoking your access to the community. Gee, thanks United.
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United says, Buh-bye
One of my travel tips, and its the same as what the experts say, is to try and do most of your travel with one airline to build points and status in their loyalty programs. I can definitely vouch for this. As the airlines have had their ups and downs since 9/11 (and before really) I think it’s almost necessary to have status, especially with the main line airlines. Respect has gone from being the norm, to seemingly be restricted to the higher status levels.
Ok, I can understand wanting to have a somewhat restrictive community, but I think they’re being shortsighted. I’ve had 1K status off and on for probably the last 7-10 years. Sometimes I fly enough, sometimes not. Given the economy one off year does not a pattern make. And frankly, they probably do want people like me–tech savvy, able to reflect and understand the business decisions they make, and so on–participating in the community. Instead, they seem to want to restrict the community to 1K and Global Service Members (their highest level in their frequent flier program). I can understand using the high status levels as your invitiation basis initially to start the community, but dropping folks after a single out of status year is shortsighted. Oh well.
And then just recently I received a the email below. Um, thanks United. Really it would’ve been better for you and me to leave me as part of the community, but I’ll take my gift, Monty.
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My gift, Monty?
(Also I think United mostly miss the point of community, and certainly openness. Maybe I’m one of the crazies, but if you’re going to be open, then be open. So far I haven’t seen a compelling reason to exclude people from the United Online Community from my participation; the one that I *can* think of is that it’s counterproductive to just have people rant and rave in the forums.)
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