It’s me, one of your most loyal customers. In fact, some accuse me of being a United “fanboy” (and I can see why my love affair article played into that…).
I understand that you are redesigning the award-winning United mobile app. In fact, you’re debuting the app with The Points Guy in New York City next week. It seems that there are even some tickets still available.
Can I ask you, as delicately as possible, WHY? Why would you touch an app that functions nearly flawlessly most of the time? An app that you have invested so much in and that works so well? What needed to be changed, especially when the app is already far better than the Delta and American Airlines apps?
Some may call me change adverse, but I sure do miss the old website. I sure do miss the old award booking system agents had access to over the phone. I believe in leaving well enough alone and I think most customers would agree, especially the ones you deem most important. Will I soon be saying the same thing about the app?
Please don’t let me down. Don’t take away functionality. Don’t take away ease of use. Just keep working at it. I love the current format. Not only am I used it, but it very practical. Checking in for a flight, checking flight status, booking tickets, streaming IFE: it’s all so easy now.
If you want to make a few minor changes, I’m all for that. It would be nice to be able to apply upgrades on the app and be able to self-offload from a flight. But there are minor issues. It sounds like you are going to debut a totally re-designed interface.
Again, I plead with you to be perspicacious in making any changes. We really don’t need a new app.
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