Kirby, who served as president of American Airlines before joining United in August , replied that the stats are similar at his new company. At United, 85% of customers fly less than once a year and, like American, also account for close to 50% of revenue, he said. This means that just 15% of United's customers account for half of its income. And a large chunk of that revenue comes from a small, but highly important group of frequent business flyers who pay full price premium or economy cabin fares. As a result, it is imperative that airlines keep those who spend the most money with them

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