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Terry's Original Quote Keepers

A minute of silence can be more productive than an hour of debate.
~Terry Braverman

Arrest yourself when under the influence of a negative thought.
~Terry Braverman

Give me levity, or give me death!
~Terry Braverman

An intimate relationship is the ultimate training.
~Terry Braverman

Clarity of purpose is the ultimate decongestant.
~Terry Braverman

Faith keeps the voice of fear out of your ear.
~Terry Braverman

Peace begins between your ears.
~Terry Braverman

Peace begins between your ears.
~Terry Braverman

Be patient, before you become a patient.
~Terry Braverman

Over-analysis causes paralysis.
~Terry Braverman

May the 'farce' be with you.
~Terry Braverman

Plan some time to be spontaneous.
~Terry Braverman

Laugh at yourself, and you will always be amused.
~Terry Braverman

Imagination sharpens the dull blade of routine.
~Terry Braverman

Inquisitiveness cures boredom; nothing cures inquisitiveness.
~Terry Braverman

Feed your soul, starve your worries.
~Terry Braverman

Avoid time in the Tower of Babble.
~Terry Braverman

Release any false sense of insecurity.
~Terry Braverman

Life is a fantasy, made real by our thoughts.
~Terry Braverman

United, We Fall

Poor customer service. Flight cancellations. Lost baggage. One hour holds on the phone for customer service. Never mind that you’re a loyal, frequent flying, Premier Access, Presidential Plus Card member of the United Club, like I am. United Airlines is an equal opportunity offender.

It’s hard to fathom that Presidential Plus card members pay $395 annually, not only for the privilege of shoddy service, but also unapparent restrictions. Case in point: last month I was at the Manila airport, holding a return ticket on United back to L.A. United does not have a lounge at MNL, but Star Alliance partner Thai Airways does. The United Club card proudly displays the Star Alliance logo with the words “Star Alliance Lounge” underneath it, and the United logo next to it. On the back of the card it states, “Present this card to enjoy access to United Club locations as well as affiliated partner lounges around the world,” though it goes on to add in vague terms, “Partner lounges may require additional proof of eligibility.”

I was told by a United rep that the Thai Airways lounge “services” United Club members at the Manila airport. When I tried to check into that lounge they told me that only Gold and Platinum card members were admitted from United, and I was denied access. I asked to speak to someone higher up, and they put me on the phone with Tricia, a passenger service agent with United: “I spoke with our Duty Manager, Bob Hernandez, and he confirmed what you were told.” United Duty Manager has the latitude and golden opportunity to do good, score a PR coup and assure the continued retention of a loyal customer, and flubs it. I asked to speak to Mr. Hernandez, and was denied.

I lodged a formal protest with United’s Customer Care Department. The response came two weeks later: “…Your comments have been included in a report to management for review…” (12/6/12). Two weeks later to date, no further feedback.

$395 annual fee. Premier Access, Presidential Plus, United Club Card, Star Alliance logo….”Prestigious,” is it not? Is it any wonder why United Airlines was ignominiously voted the most disliked airline in America, and the 5th most disliked company? (Business Insider, 6/29/12)

No courtesy, no renewal.

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