This seems like an issue for the Department of Transporation as well. Airlines should be required to offer in person assistance to all passengers when questions or issues arise. Many times phone connections are bad or someone may not have a charged phone. The options on the app are never as good as what a real person can provide. Even Frontier in Denver still has a customer service center.

If airlines like United are forcing people to use the app then the app needs to be upgraded to match what a real person can do. Hopefully people will complain to the DOT and we will see government intervention to improve United's poor treatment of customers.

One would think there be a class action lawsuit against United if they are not providing the service levels advertised in the United Clubs.