united.com v. aircanada.ca
You will have a very hard time convincing this FT that united.com is a terrible WEB site. For over a decade, I struggled with aircanada.ca which is certainly a candidate for this dubious honour. When I switched to united.com, it was a big improvement - better security features, seat selection, it tells you miles per segment, permits courtesy holds.............I could go on all day.
Your problem, Evident (ly) is you do not have status with UA. Once you do and you call the 1K desk, you will soon discover they have little or no wait times (versus 45 mn at AC). I very much doubt if you will feel the same way.