We have had constant trouble with United and baggage. It seems that anyone who comes to visit us and uses United does not get at least one thing! It is a standing joke in our family at this point since it has happened so often. We have not had anyone fly here on United recently (the last year or so) so cannot tell you more recent stories, but it sounds as if they have not improved. We have never called United on this (since it was not our stuff) and I do not know if our friends and family did.