United reportedly locked the World’s Biggest Rabbit in a freezer for hours and them cremated it without permission. They shoved a 71 year old man to the ground and threatened to take all his miles. And that doesn’t even get us to David Dao. Yet they’re still making money.
Unconcerned about brand or how customers experience their product, they’ve aggressively rolled out Basic Economy fares that take their existing lowest prices and make the passenger experience worse: no advance seat assignments, board last, and can’t bring on a carry on bag.
United seems to be learning that customers really want the abuse. It’s what United passengers value most and will pay for. Perhaps that’s why Basic Economy can be more expensive than first class. (HT: Greg R.)
Domestic first class is fine, but if you really want the United Experience(tm) abuse and all you’re going to have to pay extra for it.