One of the folks in the Customer Experience group (among other things, responsible for managing the UA Insider accounts) showed up as a somewhat last-minute surprise for the FTU event in Jersey this weekend. He took the mic around 10am and was willing to answer questions and take the venting of folks for about 90 minutes. I don't think that the content was particularly surprising - they admitted that they still have issues with transparency and other aspects of the upgrade systems, for example - but it was also somewhat educational and disappointing to hear that most of the reported issues don't seem to come with sufficient details quickly enough to actually be able to trace what's happening. The social media team was slammed pretty hard (deservedly so, IMO) for being relatively unresponsive and not particularly forward in their efforts. I found it quite interesting to hear the answer to what he thought was key to loyalty: They are definitely fighting an up-hill battle on that front. I wrote up some more of the comments and quotes from United about the integration progress here.