+1. I have been wondering for a long time when UA would wake up to social media, and realize they were getting killed. This is EXACTLY how you need to address social media. Someone saw this, called operations, they called the pilot, and the pilot went to find out what was happening, and then UA tried to fix the issue. This is EXACTLY what companies need to do in this era. Whomever handled this from UA's end should get a promotion.

Either you don't fly much or don't know kids, or have forgotten what it is like. Kids are on a spectrum. I had two, one's first flight was SFO-PHX-FLG (and back) including a small plane at age 3 mo, not a peep, second was SFO-BOS (and back), not a peep at age 6 mo, third SFO-LHR in J on VS at age 11 months, and the kid crawled around on the floor with the FA's cooing about him, I took him down to have a drink at the bar (this was the old 747 with the bar on it) then he lay down in his own lie flat (it was midweek and they had extra seats upstairs) and slept for 10 hours... Ditto on the way back. Kid has never cried on a plane.

My second OTOH, was a mixed bag. When she was a year old we took her SFO-HKG-BKK on CX in J. SFO-HKG she was ok, but when she got on the flight HKG-BKK we got upstairs and something set her off, she cried all the way to BKK, four straight hours before giving up and sleeping. The FAs moved all of the J folks who wanted downstairs, totally embarrasing, but what are you going to do?

IMHE 95% of parents are trying their best, and having been there, I try to be helpful. As we were desending the other day, kid was crying and she looked arround worried, I said "don't worry, it is just his ears, get him to swallow something if you have bottle with water or milk" She tied it, and it fixed the problem.

We were all once kids, it is just part of life.