Excerpt: Don’t kill the golden goose! No one problem I experienced was a big deal on its own—and the cabin crew did their best to make things right—but together, they add up to significant slippage. Given that passengers from United’s Star Alliance partners known for their service (hello, ANA and Singapore) may well be flying p.s., United needs to do better than just get by. It’s not nice to cut back on your best customers.
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