United seems to be effective at sending out vaguely targeted promos to encourage future flying -- this makes a lot of sense and I can't blame them for it. But often, people just stop flying them. It goes against the other board's mantra, but when something pisses most people off, they don't complain or ask for compensation: They just take their business elsewhere. I'm one of these people. I know a handful of others. All multi-year GS's and decade-long 1K's. I can't speak for them, but I've not gotten a single offer, letter, e-mail or phone call to see what's going on. Logistically, I know this is hard. But other big companies do it. And the GS ranks especially aren't that large. So this leads to the question: Is anyone at United looking at the big picture? Or is it all about short-term gain right now? From a short-term perspective, I can see using the limited resources to show results next quarter. But most people know it's a lot cheaper to retain a high-margin customer than to gain one. Why can't United accomplish this? Is Continental any better?