Originally Posted by SoFloFlyer

Of course no one picks an airline based off of a PA, but it they could be a repeat customer for it. Even if they don’t UA again, they’ll tell others about UA. It’s about how you made them feel in the moment. It’s pretty basic customer service 101.

If PAs aren’t your thing, don’t do them. Sounds like you’d do more harm than good. But just because you don’t think it would make a difference, doesn’t mean it doesn’t.