"UAL spokeswoman Robin Urbanski said the Elk Grove Village, Ill.-based parent of United knows it needs to do a better job giving customers what they expect.

"Work is under way to make this a priority," Urbanski said, adding that the airline appointed an executive last year to lead a new customer service division.
"

How long do you think this new division will take to "study" the customer service issues UA faces, before they act to fix anything?