Crap happens with any airline. I have been flying United for almost 25 years. The difference is with the merged United, the folks at 'customer service' seem to invent reasons to deny any claim. On one international flight, there was a problem with the toilets. The F/A came through and gave us cards to request some type of compensation. Everyone on the plane was given one.
I went on line and completed the information. It took some weeks to get a response. A series of questions as to how I got the card, etc. It was almost like I was committing a criminal act by completing the form. Another month past and I got 10,000 miles. I think they wanted me to just forget it.