Sorry but I agree with the OP here. United is so wrapped up in their "On-Time Zero" metric that they fail to see the forest for the trees. Sure, they got an on-time departure, but they left a full fare FC ticket behind. How stupid. Not only do they get additional costs of vouchers, miles, and hotel costs for the OP,you risk losing that revenue in the future as well.

Maybe if upper management and station managers got bonuses based on the number of full fare FC passengers we get and retain versus a arbitrary "On-Time zero" metric, better business decisions might be made. Please write a letter and complain, and I hope we can retain your business.

AD