As an employee of United it upsets me to hear stories like this. Sadly this is not a rare story now. If I could suggest one thing, please copy and email this to Jeff Smisek. Worst case is he ignores it like he seems to ignore everything going on around him. Best case is he gets involved and gets someone from the company to actually take care of this for you if he truly cares about making this airline better. Worth a quick email maybe. Hate to lose your business but I completely understand if United doesn't make this right.

AD