So, my flight was canceled today out of DEN and United will not *let* me talk to customer service agents. You read that right.

there are 3 customer service agents behind computers in the CS area, but you are not allowed to talk to them.

the entrance to the lane is blocked off with a sign that says “need assistance? Scan the QR code!”

I stepped past the sign in an effort to talk to the customer service reps and they started screaming at me.

A [gatekeeper - mod edit] came over with an iPhone and said I must use the kiosk. I told her that I did, and it flashed red saying “see an agent.”

She told me she was the authority that would
decide if I can talk to a rep. After a few minutes of her bumbling around on her iPhone, it became clear she was not equipped to help. I asked her if I could talk to the CS desk and she said NO you must use the the new app feature.

I tried that and they were hopelessly confused.

totally insane to me that United canceled my flight and will not allow me to talk to the CS people behind the computer.