Well said! I like Stephen Moore.

Well said indeed. Next up: UA's dreadful new web site.

Seriously, people, don't simplify things. Let's look at UA and CO prior to their merger. While UA outsourced their phones to India while CO's were all inside the US, CO was known to have POORER customer support of the two airlines, especially during irregular operations.

And if you want to talk about websites, of course there are good and bad things about each one. But at least continental.com never got any nickname like ".bomb".

I prefer the new website. I can check available routes and book my own international award flights without going through an agent.

Femi, I agree with you on booking your own international award flights. That's PLUS. But in most other respects, the .bomb was waaaaay better than the CO 'SHARES' we have now, IMO.

I'm still going to give it time. My latest trip only took 4 days for miles to post. The one before that took 7/8 days to post.

rkk - nobody's trying to simplify things. The point I'm trying to make that my experiences with United have been similar to those discussed in the article - mainly the "process" one goes through to be connected to a human being. Once I get through to an agent, my experiences have been generally good whether that agent is located Stateside or not. Since most tasks can be accomplished on what I believe is a fairly user-friendly website, the only reason to call is because I need to speak with someone. I do think that United could make that easier to do...

I thought the article described the process one goes thru trying to deal with UA perfectly. Although I had to call last week and did get an agent quickly. She said the number she needed to call was backed up, took a phone number to reach me and called me back 30 minutes or so later with the situation finally resolved. So hopefully progress is being made. I am still getting familiar with the new UA website, but I do like aspects of it better than the old UA site. I esp like that u can see partner airlines and availability on the mileage plus site. Makes booking award tickets far easier.

Nevermind. I read the article wrong the first time.

They screwed up a refund for me in March. I had to file a second time, then wait. Every time I checked online, it said the refund request was under review. When I checked this weekend it said to call my customer service rep at 1-800-wecare2. What a cruel joke. All I got was the robot and limited options. Anything other than making a new reservation directed me back to the website. When I chose "reservations," the only option that would get me a human being, the agent told me she couldn't handle it. I guess my only option is to put it in writing and send it to the Houston address they show online. I'm just worried that the letter will be scanned by a bot or sent off to India to be read.