I haven't flown United for about 10 years. I was in Hawaii for work, they have always been rude, cheap, and treat people crappy. They made a huge deal about me not putting a small item into my bigger bag, made a stink about it at the counter, so I obliged and opened my suitcase right in front of the gate. Mindless "rule" followers, no logic or sense. This didn't surprise me one bit.
With the consolidation, airlines know there are only so many seats available, so why bother to be nice? I call it the MBA Mentality - they have proven that having happy customers and/or employees not only does not improve the bottomline, it usually hurts it. They know they can treat you like crap, because for every customer they lose for it, they will pick up another that a competitor has treated the same way. I have to admit that I am really enjoying watching them squirm - it could not have happen to a nicer bunch of people.
I just read United's CEO is a USC alum. With how he handled the "re-accomondation", sorry, he's a disgrace to our school.
Yes, Oscar Muñoz is a Trojan alum and I used that to my advantage.
Last year, United first delayed, and finally cancelled our flight to Cleveland. They rebooked us on American (who I also hate) for our vacation. When I asked about my "baggage fee", they said I would have to file a claim. I did and after several attempts, I wrote to Oscar Muñoz and told him of my situation. I closed by telling him my daughter was a Trojan alum and finished with "FIGHT ON!".
Shortly after that, one of his flunkies sent me an e-mail saying that my baggage fee was being credited to my account and they gave me and my wife each a $300 voucher. They could have saved that $600 if they had just returned my original fee. They don't like negative publicity. That's why they're go to give that Vietnamese doctor a huge settlement.