A few more comments:

1. ~10 years ago, I simply loathed MU, but could tolerate FM (which, it owns)

2. These days, the tables have turned; MU's newer planes are very nice, and their soft product is decent (i.e. you won't see me raving about the food anytime soon, but it won't kill you)

3. Customer service still has a long way to go, and I really wish that changing flights on the spot was easier (this is a systemic problem that applies to most airlines in China; essentially, the checkin people have very limited power do help)

4. With respect to insurance, Ctrip (and other TAs) always attempt to tack an insurance policy onto tickets that they sell in a semi-sneaky manner. These policies are cheap (e.g. Y20), but have never been a good value (e.g. trivial amount of money if you die). That having been said, there used to be a delay/cancellation component, which made the policies a little more useful. I believe these benefits have been stripped from most policies sold by Chinese TAs.