After what I thought was the most blunt explanation from an airline I’ve ever seen for a devaluation, it seems the trend towards revealing honesty in the industry continues.
Usually devaluations are called ‘enhancements’ and benefits are removed ‘based on customer feedback’.
Instead, we have United — which has long believed their customers are the problem — admitting as much on Twitter.
Now United admits they’re doing it because they have too many frequent flyers that buy their tickets enough to earn elite status.
Here’s United’s tweet:
The need to fix the ‘problem’ that they are inundated with many members.
The biggest problem with United, it seems to me, is that United believes its customers are the problem. (Of course, they also think the problem is their employees too.)
In fairness, an equally plausible explanation is that the tweet doesn’t actually reveal what United thinks about customers as much as what it thinks about Delta. When Delta raised their revenue requirement by the exact same 20% they declared that ‘when everyone’s an elite flyer, no one is’.
United may have just been revealing their belief that they need to mimic the marketing slogans of Delta (just as they need to mimic everything else Delta does).