United doesn’t care about customers – and hasn’t for a very long time. United is focused on “operational excellence” (using the word excellence very loosely) as Messrs. Treacy and Wiersema called this strategy in their mega-popular book “ The Discipline of Market Leaders” from 1995. United’s strategy, like many, many businesses today, is to constantly strive for better execution of an old, historical business model (in their case, hub-and-spoke flight operations) by hammering away at cutting costs.