I used to fly UAL a lot and was global services or 100K for most of 2000-2010. A recent experience with them highlights how bad they have gotten. Needless to say, I will never fly them again.
I was returning from Buenos Aires with my family. A storm hit and the airport shut down for an hour. United was unable to get the plane refueled and the crew timed out and they cancelled the flight. After unloading us from the plane, we spent the next 4 hours in complete chaos and confusion getting to the hotel that UAL had arranged. Nobody from UAL could tell us anything about our situation or what was happening - it was very surreal. We managed to make it out the next night, but United was unable to get us to our final destination for an additional 24 hours. I booked a separate flight to Chicago and rented a car to get to our final destination. When I asked United for a simple reimbursement for the rental car, they rejected it as it wasn't in their policy. When i told them that it had saved them 4 hotel rooms and meal vouchers in Houston, they didn't really care. When I told them that i would never fly them again and that they were losing a business traveler and hundreds of thousands of dollars, they didn't care.
United used to be a good airline. What happened?