It’s amazing how many people don’t understand that though. I was on the (ultimately canceled) DEN-LHR at the end of July after we departed and returned due to a medical emergency. I and a few others went to the UC, checked the app, called reservations and got the rebooking about 25 minutes after the cancellation.

But as I’m leaving the UC to go to a hotel the number of J pax I’d recognized lining up (in the long long line) for the 10.45pm skeleton CS desk service was incredible. I asked one of them (who I’d talked to on the plane) why he, wife and daughter were lining up. He didn’t have the app and didn’t know which number to call. I suggested they go to the UC before it closed (he had about 15 minutes).