Originally Posted by channa

The same message can be helpful or chastising, depending on the tone.

While the poster in question did point out some tips and tricks for how to get by with UA's dysfunctional systems and weak business process around schedule changes, the poster in question never acknowledged there was such a problem and even used capital letters instructing the OP what to do.

It's easy to see how someone many not take that as "helpful" with that sort of tone.

Had the poster framed it by saying, "UA has had these sorts of issues with schedule changes since they moved to CO's systems. Here's what you have to do to make the best of it..." Well, that would have been extremely helpful.

Originally Posted by TWA Fan 1

I don't think UA is garbage, nor have ever written that. But the airline definitely has major problems. Even the most fanatical UA supporters have to recognize that nowadays.

The point is that, while these posters are providing a work-around, the berating nature of the posts seem to imply that if passengers aren't constantly checking their itineraries they are to blame for the airline's very basic customer service failures.

I agree that passengers should check their itineraries occasionally. But if the airline makes such a change it is absolutely a basic responsibility of the airline to inform its clientele of the change, not the passenger's.

And while way are most certainly not decision makers, we are its customers, and this forum provides us the opportunity to voice our displeasure with this basic failure on the airline's part (especially since UA Insider and others at UA are here and reading our posts).

Berating customers implies acceptance of the airline's failings, which is sending the wrong message to the decision makers.