United Airlines 4+

I understand the pain airlines have endured for the COVID crisis but they also got a lot of help from my tax money.
I am stunned at the level of avarice United employs to extract money from their customers. Carry on luggage policy for instance. We do not have unlimited funds and it will cost me at least $86 x4 just to bring one standard carry-on bag each for our round trip; or, be restricted to a 9”x10”x17” personal bag. Do you have a concept of how small that is? If the crew decides I am carrying too large of an emergency delay bag (toiletries, change of underwear, a shirt, lots of medicines, phone charger, other flight delay or lost luggage essentials —yes, what do I need if my checked luggage gets lost?) they will charge $75 to take it from the gate to the plane’s hold. Times four?
Plus, we purchased economy tickets but there are no open economy seats available. I now fully expect to be charged for an involuntary upgrade to economy plus. (That’s the extra $86 x 4 upgrade that allows a standard carry-on and you get an extra inch or so of leg room.)
What more can an airline do to alienate potential “loyal” customers?
Yes, I am a little heated at this moment. You have probably sucked the joy out of this trip because I’ll be stewing over this for weeks. Forgiveness will be extremely difficult to earn.

Not sure why your app does not notify of changes to seats we’ve booked for months. Went to check in and saw my wife and I were separated by 12 rows AND on opposite sides of the 787, without any notification. This is unacceptable and too easy to remedy. A simple e-mail or text would suffice to let me know to work this issue, but no, you just separate us without a word! Then, spent 50 minutes on hold to change seats way back in economy and had to ask to get economy plus bundle refunded. Now on hold to talk to a supervisor because the representative is not authorized to do anything other than change seats and give us a refund of our bundle. Though she was very nice and efficient (after 50 minutes on hold) she was not authorized to do anything to bring me back as a customer. I am reconsidering United as my preferred airline. This has been incredibly frustrating. Oh, and to register a complaint, I have to go to your website and “fill out a form.” I would expect to be contacted by a customer service rep directly after this poor service.

Sincerely,
Thomas Lawhead

And checking in I had two experiences: the first was online, and was extremely frustrating, and did not provide options, reflecting my personal circumstances. Additionally, I couldn’t find a phone number for customer service while I was trying to check in and encountering problems, me so I had to engage a separate search.
The second experience wash great: with the help from your agent Gretchen. Gretchen positively delightful. I explained my handicap to her and she help me find appropriate accommodation. She however didn’t have authority to help me with the United online system failure regarding my baggage check. Luckily with her help and encouragement, iI reengaged the online check in. I want to make a special point of stating that with Gretchen’s help and courtesy, what seemed on the verge of becoming a very bad experience ruined to a satisfying one. She was very charming and polite and found creative way to sort out my personal problem. The problem she was not able to help me with, is my coming that comparing United economy class, to those of other airlines like Jet Blue, American Southwest Delta, and and all the international airlines I use. The best airlines (Southwest, Jet Blue, Jet Blue, for example allow economy customers one free, checked bag, and addition to the carry-on. Except for the lovely agent, Gretchen, I was very disappointed in United Airlines performance so far with regards to this flight.