Number One Complaint about UA
 

What is everyone's biggest complaint or one thing they'd like to see improved at UA. One thing only (no lists) and no long explanations please.

united.com

Consistency - UA employees' consistent knowledge of and application of rules and policies and their published exceptions.

.bomb

+1

s

...and specifically, the -UP fares and what they really mean with respect to a confirmed seat in F, especially during IRROPS.

Lack of ability to upgrade certain cheap-o fares. My company buys only low-cost tickets for my business travel, and about 50% of the time I can't upgrade them with any instrument - 500 e-cert, SWU, Willie Wonka Golden Ticket, etc.
I heard AA is better about this.

I echo others sentiments about the lack of knowledge with different agents. I suspect this is because of a lack of training pure and simple. The agents are mostly pleasant and want to help but they don't know all the ins and outs of their jobs. I mean this is their profession in life, you would think they would be the most perpared to answer your questions and guide you through their companies policies. I blame UA for the lack of training as I don't think the agents are incompetent on their own, there is a reason.

1. Starnet Blocking
2. Charging for Wine/Beer in Y on International Flights

Attitude.

I think a consistent customer-centric attitude would address virtually every one of the issues.

Ted (it still lives!)

Management's negative impact on the front-line employees.

-reduction of mainline service to my home market (RJ creep).
-difficulty in obtaining confirmed upgrade for SWUs, especially when having to upfare

Mutinous / vindictive employees who act with impunity.

Lack of common sense.

Especially when someone wants to pay them money (UFC) and they refuse to accept it and let the seat go empty. (IAD->BRU denied upgrade for cash, seats went empty)