Reproduced with permission, an email from James Anderson, LAX 2006 "Customer of the Year" to Glenn Tilton:

Dear Mr. Tilton:

At the shareholder meeting back in June, I addressed my concerns to you about the discontent from the employee groups and how it would influence return or continuing business from United's most loyal (and revenue generating) customers. Your response was that I, and those other customers were free to choose another carrier, and would find much of the same at those other carriers. I know your intent was not to tell me my business was not important, but it is hard to believe that the head of an airline would say such a thing to a customer and shareholder.

How sad this has all become. Now it has come out United is eliminating regular meal service from domestic business class (on 3-class aircraft), and replacing it with complimentary BOB offerings. Exactly how much does that save the airline? There is a point where the "nickel and diming" is going to push a customer to your competitor. So what that US Airways is doing the same - I thought your business was to attract customers away from your competitors, not drive them toward your competitors? Further, I really do not think the managers away from the line realize how much more difficult these types of decisions make the job for those on the line.

The limited populations of your focus groups may be telling you one thing, but from what I have seen and experienced on my trips, a little "wining and dining" and extra attention goes a long way towards making tiresome business travel a little better. Now that the "wining and dining" is being taken away, instead of thinking twice about paying the high fare and taking that business trip, the customer you are seeking is going to think "three times" or more about buying that ticket. Why put up with the ever increasing hassles of travel, when the internet has made doing business world-wide so much easier. 

After my annual 9/11 trip next month, I will have reached my EQM goal for the year, and my Pass Plus contract will be up for renewal in November. Give me some hope and reason not to give AA a try, and for renewing that contract.

Go beyond the focus groups, and watch what is happening in the airports and on the planes. Your customers and employees are shouting as loud as they can that United's managers are making big mistakes now that are eroding a flagship brand that until now has stood above the others for over 80 years. Do you want to be known as the man who was at the helm of United Airlines in its last days?

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