I've only flow UA once in the last 12 years or so.
We spent 12 hours at EWR recently trying to get a flight to London for which we were booked in Premium Plus, with Premier Access on our boarding passes.
The flight was ultimately cancelled. After 55 mins on hold I got through to a UA agent who rebooked us for 2 days later, and told me it was still PP seats.
Fast forward to checking in online - the seats are regular economy.
Called UA, 1h8 mins on hold and then agent tells us there is no PP seating on that flight, that's why.
Called UA again, 55 mins on hold. Agent tells us there is PP on the flight but it's full. We ask about getting PP on the flight home, they say it's full. I go online to see it's not full, they have seats. They then say they will put us in PP but put us in an economy plus seat. When I point out it's Economy Plus they keep telling me it's premium plus.
Another 55 mins on the phone and we speak to a supervisor who again, says they can't give us the seat class we've been booked in since Feb. They can't put priority bags on our luggage (like we had for our cancelled flight).
Is it always this bad? Are they always so slow to take calls, and have no discretion at all to help? Is it only the passengers who fly this roulette game every week and have thousands of miles racked up that they help?