Originally Posted by
jsloan
The "whole list of waitlisted upgrades" represents an ongoing revenue stream.
The problem is that if you don't appropriately balance the customer service aspects then you end up losing future revenue from those who are messed over. United has seen a lot of this which is why it has been a revenue metric (PRASM/TRASM) laggard, earning about 1/2 of what it would have, had it retained its former revenue premium.
My guess - like yours - is that OP's friend went EWR-IAD-LHR because it was a lot cheaper than EWR-LHR options (including JFK-LHR options, if that is a workable airport too). I get that what are probably discount travelers will get the short end of the stick, and my guess is that UA will make them stick to UA metal. Evidently that is what happened. I do think when - as here - its clearly an airline issue (lack of crew in EWR) then the airline should go above and beyond not to delay people by 10+ hours. I also think legislation like EC261 is needed in the US.