CLEVELAND, Ohio — Loyal by default is how frequent traveler Christian Kaul put it. He continues to fly United Airlines, even after major reductions in service in Cleveland, because of his frequent flyer status.
Still, he pines for the old days of Continental Airlines, or at least United before the hub in Cleveland closed in 2014.
“I do not think that United has gotten back (or even tried) to the quality level we had with Continental, and I do not think that any of the proposed ‘improvements’ will change that,” said Kaul, of Cleveland Heights.
Kaul responded to a story in The Plain Dealer and on cleveland.com about recent efforts by United to improve customer service and rehabilitate its battered image. The carrier invited more than a hundred travel and aviation writers to Chicago last month to learn more about new initiatives designed to improve customer service.
Kaul wasn’t buying it.
“Those new luggage bins will encourage even more people to bring oversized carry-on bags on board, and the ‘hold plane’ policy — I will believe it as soon as they hold a connecting flight for me (I missed two this summer by a few minutes),” he wrote.
Kaul wasn’t alone. A majority of readers who responded to the story were skeptical of United’s professed turnaround.
But not all. Several readers said they had noticed a new and more customer-focused airline.
Among the United fans: Linda Kane of Avon, who was vacationing in Northern California last month when spreading wildfires forced her to evacuate her hotel. She talked to a United representative, who was able to help her change her flights and come home early.
“Needless to say, we were thrilled with the way United handled our request,” wrote Kane. “And, we are so relieved that the Kincade fire is now substantially contained. I had been considering cancelling my Chase Presidential United card, but that decision has now been made and I am staying with United.”
Another frequent traveler, who asked that her name be omitted, said she “fell out of love” with United after the hub closed, but has recently been impressed with the carrier.
“On connecting flights, I get a text telling me (at) what gate I arrive and where my gate is for the connecting flight — very helpful,” she wrote. “I received an early text telling me about delays on my flight that day and no change fee to rearrange my flight. Which worked out great and I was happy to not worry about getting to my destination.”
Said frequent traveler Terry Kozma of Strongsville: “There is no question that United has become a better airline. From Cleveland, the schedule to all the hubs has been very good and the introduction of more main line and larger regional jets has been most welcome.”
A majority of readers, however, aren’t buying the turnaround. They offered a long list of concerns about the carrier. Among their complaints:
*Changes in the rules for United Clubs, private lounges at several dozen airports in the U.S. and abroad, including Cleveland, available to frequent travelers who buy a membership. Starting this month, the clubs are only open to travelers with a same-day United boarding pass. “Keep in mind that they have been restricting flights both in terms of lacking convenient flight scheduling for business travelers and also increased fares,” wrote Gary Dorfman of Twinsburg. “I am being forced to choose alternate carriers to get to my destination but now being told I can’t use the United Club unless I am on a United flight.”
*High fares out of Cleveland. Frequent traveler Dave said he would like to fly United more, but the carrier’s fares are frequently uncompetitive. He cited recent fare searches for flights to Fort Myers, Florida, and the Caribbean to back up his case. “In some cases, their fares are laughably non-competitive, to the point where it feels intentional,” he wrote. “The demand is there to support United, but not when they decide to price so much above the market rates of their competitors.”
*Changes in the frequent flyer program. Effective next year, the carrier is changing the way travelers accumulate frequent flyer status. Instead of counting miles flown, the carrier will count number of flights flown and dollars spent. The changes are likely to hurt international travelers the most. “That means a 50-minute flight from Cleveland to Chicago earns the same towards status as an eight-hour flight from Chicago to Frankfurt,” writes Kaul. “Why would I keep on using United for international flights if every other airline rewards me for the long time/distance, but United does not?”
On the other hand, reader John Zuzek said changes in the frequent flyer program will actually benefit him. He wrote, “Starting in 2020, you get significant rewards for the number of flights you take — so in Cleveland, connections actually mean more flights and better status — as well as dollars spent. Based on the new system, next year I should make Platinum rather than just Gold.”
Jeffrey Dross, a frequent flyer from Cleveland Heights, said he has remained loyal to United for one reason — his frequent flyer status and long legs. He wrote, “My permanent Gold status provides me with Economy Plus seats and the occasional upgrade to First (class). If I jumped from carrier to carrier based on direct destinations, I’d likely never get an aisle seat with extra leg room. If I were a shorter guy, I might be more carrier agnostic. Body structure keeps me on United.”
Dross said he thinks United has improved in recent years, with more frequent flights, more on-time flights and fewer regional jets. Still, he said, United “does not appear to be getting anywhere close to the wonderful service provided by Continental.”
Even so, he said, he plans to remain loyal to United: “They may not be the best airline, but they’re my airline.”
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