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CLEVELAND, Ohio — Loyal by absence is how common adventurer Christian Kaul put it. He continues to fly United Airlines, alike afterwards aloft reductions in account in Cleveland, because of his common flyer status.



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Still, he pines for the old canicule of Continental Airlines, or at atomic United afore the hub in Cleveland bankrupt in 2014.

“I do not anticipate that United has gotten aback (or alike tried) to the affection akin we had with Continental, and I do not anticipate that any of the proposed ‘improvements’ will change that,” said Kaul, of Cleveland Heights.



Kaul responded to a adventure in The Plain Dealer and on Media about contempo efforts by United to advance chump account and adjust its aged image. The carrier access added than a hundred biking and aerodynamics writers to Chicago aftermost ages to apprentice added about new initiatives advised to advance chump service.

Kaul wasn’t affairs it.



“Those new baggage bins will animate alike added bodies to accompany colossal attache accoutrements on board, and the ‘hold plane’ action — I will accept it as anon as they authority a abutting flight for me (I absent two this summer by a few minutes),” he wrote.

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Read more: United’s turnaround: Airline holds planes, adds attache amplitude to advance chump satisfaction; is it enough?

Kaul wasn’t alone. A majority of readers who responded to the adventure were doubter of United’s declared turnaround.

But not all. Several readers said they had noticed a new and added customer-focused airline.

Among the United fans: Linda Kane of Avon, who was vacationing in Northern California aftermost ages aback overextension wildfires affected her to abandon her hotel. She talked to a United representative, who was able to advice her change her flights and arise home early.

“Needless to say, we were captivated with the way United handled our request,” wrote Kane. “And, we are so adequate that the Kincade blaze is now essentially contained. I had been because cancelling my Chase Presidential United card, but that accommodation has now been fabricated and I am blockage with United.”

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Another common traveler, who asked that her name be omitted, said she “fell out of love” with United afterwards the hub closed, but has afresh been afflicted with the carrier.

“On abutting flights, I get a argument cogent me (at) what aboideau I access and area my aboideau is for the abutting flight — actual helpful,” she wrote. “I accustomed an aboriginal argument cogent me about delays on my flight that day and no change fee to adapt my flight. Which formed out abundant and I was blessed to not anguish about accepting to my destination.”

Said common adventurer Terry Kozma of Strongsville: “There is no catechism that United has become a bigger airline. From Cleveland, the agenda to all the hubs has been actual acceptable and the addition of added capital band and beyond bounded jets has been best welcome.”

A majority of readers, however, aren’t affairs the turnaround. They offered a continued account of apropos about the carrier. Among their complaints:

Changes in the rules for United Clubs, clandestine lounges at several dozen airports in the U.S. and abroad, including Cleveland, accessible to common travelers who buy a membership. Starting this month, the clubs are alone accessible to travelers with a same-day United boarding pass. “Keep in apperception that they accept been akin flights both in agreement of defective acceptable flight scheduling for business travelers and additionally added fares,” wrote Gary Dorfman of Twinsburg. “I am actuality affected to accept alternating carriers to get to my destination but now actuality told I can’t use the United Club unless I am on a United flight.”

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High fares out of Cleveland. Common adventurer Dave said he would like to fly United more, but the carrier’s fares are frequently uncompetitive. He cited contempo book searches for flights to Fort Myers, Florida, and the Caribbean to aback up his case. “In some cases, their fares are laughably non-competitive, to the point area it feels intentional,” he wrote. “The appeal is there to abutment United, but not aback they adjudge to amount so abundant aloft the bazaar ante of their competitors.”

Changes in the common flyer program. Effective abutting year, the carrier is alteration the way travelers accrue common flyer status. Instead of counting afar flown, the carrier will calculation cardinal of flights aureate and dollars spent. The changes are acceptable to aching all-embracing travelers the most. “That agency a 50-minute flight from Cleveland to Chicago earns the aforementioned arise cachet as an eight-hour flight from Chicago to Frankfurt,” writes Kaul. “Why would I accumulate on application United for all-embracing flights if every added airline rewards me for the continued time/distance, but United does not?”

On the added hand, clairvoyant John Zuzek said changes in the common flyer affairs will absolutely account him. He wrote, “Starting in 2020, you get cogent rewards for the cardinal of flights you booty — so in Cleveland, access absolutely beggarly added flights and bigger cachet — as able-bodied as dollars spent. Based on the new system, abutting year I should accomplish Platinum rather than aloof Gold.”

Jeffrey Dross, a common flyer from Cleveland Heights, said he has remained loyal to United for one acumen — his common flyer cachet and continued legs. He wrote, “My abiding Gold cachet provides me with Economy Plus seats and the casual advancement to First (class). If I jumped from carrier to carrier based on absolute destinations, I’d acceptable never get an alley bench with added leg room. If I were a beneath guy, I ability be added carrier agnostic. Body anatomy keeps me on United.”

Dross said he thinks United has bigger in contempo years, with added common flights, added on-time flights and beneath bounded jets. Still, he said, United “does not arise to be accepting anywhere abutting to the admirable account provided by Continental.”

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Even so, he said, he affairs to abide loyal to United: “They may not be the best airline, but they’re my airline.”

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