Very helpful article. On some level it is reassuring that United is taking some of these customer service items seriously but they were focused on the emergency ops center not the airport staff.
I found the "flat tire" rule VERY helpful. I believe I experienced this once when I got stuck in awful traffic going from the OC to LAX. It was the last flight out that I missed so they put me on the first flight the next morning.
I also like how they "grade" aircraft. It certainly does explain why some of my flights are more delayed than others....