I work for United. And I read the positive comments, thankyou and the not so positive. For the positive comments ,I say thankyou, for the non so positive, has any one actually followed up on what has happenned with these situations with a letter to the appropriate department. I.E, for inflite, note the flight number, and whether the crew involved was working coach, business or first. For the agent, at checkin the agent file number is always noted on your boarding pass. Its typically 6-7 digits long, and says agent i.d