Read United Hell to understand the context of this entry. I imagine it is still practically impossible to get someone from United on the phone. But after we called our credit card company to see if we could get a refund for our, up to that point, cancelled tickets, only to find out that we could not; the credit card company gave us a phone number for United Airlines that enabled us to talk to a human being after only a 90 minute wait.
When, after a whole day of trying, we actually connected to a person, we were able to get re-routed on different flights and make it to our international connection. There were some funky glitches all along the way that were quickly and efficiently resolved by the personnel manning the various gates we had to go through. The trip was easy, efficient, mostly on time, and the service was great.
Maybe after United resolves the problems caused by the merger with Continental and the integration of both systems, it might end up being a decent airline after all. I was pleasantly surprised!
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