1K for 10 years here and I can attest to what OP wrote. Happened dozens of times to me. I am dairy intolerant and often found UA's F meals are swimming in dairy products. Still are. Pretty soon after UA became what I can only describe as CO dba UA, I was told many times that I would have to **PAY** if I wanted something from the back. Handed my CC to the lovely 'flight service coordinator' that happily swiped my card for a Thai chicken salad or what have you.

During this same time period (2012-2015), I began to notice that all responses from 1K voice were signed 'Corporate Customer Care.' What exactly does 'corporate' have to do with 1K, I wondered?? A definite deterioration of 1K Voice once all these responses began getting coordinated out of the fake corporate headquarters in Houston that used to be Continental.