Originally Posted by
COTraveler123
It is sad United is making it so difficult for its customers to solve problems. United seems to have lost a lot of experienced agents since the pandemic, and these people have been replaced by people who don't seem to know much more that what the United app says to a customer. It seems the DOT needs to get involved in customer service to make sure passengers are getting actual service when an issue arises. I had an agent who had a hard time just changing a seat in a United Club in Denver. I can't imagine a real issue. The web support I received at United was great in the past. Sad to see more cuts at United.
I would wager this is a strategic move by United. They want to keep tight control over what agents can do. Ongoing trend continues of "whatever the computer says is the only option" thinking.
Looking into crystal ball, they are inviting DOT intervention / passenger bill of rights / duty of care legislation / etc. And they will complain bitterly when it happens.