I'll try to make this as short as possible... (I did say try!)

Original Itinerary: JAX>EWR>BOG - Flight delayed out of JAX, unable to land @ EWR with ground control restrictions, diverted to IAD to refuel. Fun begins here. Due to delays, missed the connection to BOG. Called 1K line and was put on a hold for the IAD>IAH>BOG flight and instructed to go to customer service to obtain assistance getting my bags off the JAX>EWR flight. "Customer Service" rep flat out refuses to assist and advises that I have no option but to get back on the original flight that is refueling. Unable to get my gate check bag with medications, I really have no choice. Two other people at the desk also refuse to assist. Another gentleman from the flight is there as well with a similar issue who has a confirmed flight from IAH to his final destination (also International). He is receiving some help, but they are trying to give him the runaround also and not wanting to pull his bags. Back on the phone with 1K, I am tentatively booked on a new flight EWR>BOS>BOG via Avianca if I missed the original connection.

Meanwhile, the captain and gate agents are doing everything they can to herd the cats back onto the fated flight (kudos to that entire crew, they were great under the circumstances); Back in the air, we are once again delayed by EWR ground control and flight missed the original connection. Check the app, nothing about my alternate flights - Attempted to enter the EWR lounge (day pass with ticket), but refused entry because my ticket wouldn't scan and that flight has left.... Oy Vey - I give up! Went outside security and checked in with 1K desk - Agent was able to confirm my new flights and locate luggage on the carousel (FWIW, I did actually manage to make it to BOG with most of my luggage!). Back through security, again attempt entry to club - this time they took pity on me!).

Avianca - Far below United standards in business class. Cabin was essentially ignored the entire flight - PDB beverage of champagne, water, or orange juice and then no drink service until well over an hour into flight. Seat charger and AVOD broken.

Two biggest gripes: ZERO customer service @ IAD and and sub-par substitution on airline. Thoughts?