Normally, I am insulated from the incredible incompetence of some airlines because I book online using websites like Orbitz. Just now, I was forced to actually call United Airlines in order to book a ticket using credit from a previously canceled fare. A strong Indian accent picked up, and they guy was stuttering and was unable to form thoughts (stumbling over himself). I knew I was fucked. At first, he told me he would have to charge a $100 fee for using the credit (fine, since my previous ticket was non-refundable), plus a $100 fee to change the routing. I balked at that, and he put me on hold. Then, he came back and told me that he would not charge me for the re-routing fee (that is what I final figured out after about 3 minutes).
It took a total of more than 20 minutes on the phone to book the ticket. I had to coax him during each step of the process because I knew that if I just answered his questions normally, he wouldn't understand. I had to repeat just about everything I said.
United also recently announced that it will charge non-Premier members $25 to check a second bag.
I am *so* glad that I switched away from them a few years ago. I only had the credit because I had a cancel a trip to Denver a few months ago (United is direct and inexpensive to Denver). Next time, I'm going to book with another airline.