Originally Posted by
channa
I think there's a corporate culture difference.
My impression as a multi-year CO and UA Elite, well before this merger stuff started, is that CO seems more likely to try to blame the customer for things.
Not to say every UA agent is perfect, or most CO agents are bad (most are very polite), but after writing this in (in an attempt to improve things), I would move on and write it off to 20 years of dysfunctional CO culture manifesting itself in unusual behavior on the front line.
There is not really much of a culture difference, other than CO's culture is a bit more uniform. I've been a multi-year elite on both airlines, as well, and I have had far more problems with UA employees than CO. That said, EWR is clearly the worst bunch of employees in the entire combined system, but that is closely followed by IAD, DEN and LAX.