i've never had the pleasure of flying with him, but i have had some good pilots in the past. in terms of customer service, i have had many more good experiences than bad one's. with that said, i don't fly nearly as much as other people on this board. but UA has done more for me than the other airlines i have flown. i'm curious to see what the service will be like this friday in F on UA 915. i will have a full trip report when i get back from SFO.