Unfortunately, I am not just playing ignorant this time, I am ignorant. This thread is the 1st (and only) time I have heard of it, and while I agree that poor communication by UA (and possibly some part to the passengers, but after all...they shouldn't HAVE to try to get info, it should be easy for them to be supplied the info) may be the answer, it is not an excuse for a passenger to feel that this is the truth of it.

Appearance of failure to a passenger/customer is, to an extent, an actual failure. People don't remember or buy on true facts/data, they buy on their perceptions. CLearly UA either did a very poor job of providing service, or they managed the customer's perceptions very poorly. Neither are acceptable.