I had a truly horrendous experience in early February of this year. I wrote a letter to CS online and it took about 5 to 6 weeks for a response. The letter was nice, but somewhat canned, and they sent me a $100 voucher for my troubles. My experience w/United CS and MP online is that things usually take a long time (i.e. I made 2P 2/15 & didn't get my packet until 4/11, made 1P on 4/4 and have yet to get that packet, etc.). From what i've read from other posters, they seem to have more expedient service. I'm guessing that because this is my first year of status on UA, it's taking me a little longer to get into the "system" or something. I'm sure the other members here with more UA experience could give you a better perspective though.