Originally Posted by
tennessetom
United has just as many issues as aa in my considerable experience, delta seems to give agents the most authority which can be helpful
in the end it is all tough going when things go wrong,
When it comes to dealing with agents, I agree that all the major US airlines seem to have lost a lot of experienced staff, and customer service is hit or miss. But to me the biggest differentiator between United and AA is that with the former, I'm usually able to change/cancel/rebook myself online quite easily whereas with AA even the simplest of changes seems to always require a phone call, and the waits for any airline's phone agents are interminably long during widespread IRROPs.