It was awful. They were totally unprepared, and their communication was non-existent. I'd rate it a one out of ten. I was stuck at the airport with no updates, and when I finally got to the service desk, they were unhelpful and rude.

— 34-year-old part-time blogger from Atlanta, GA, who values social media-friendly interactions and instant service feedback.

Absolutely, they need better communication. We were left in the dark about what was happening. Also, they should have a better system for rerouting passengers when flights are delayed or canceled. And, more importantly, they need to train their staff to handle these situations with more empathy and efficiency.

— 35-year-old engaged couple from Columbus, OH, planning a destination wedding, who needs thorough service coordination.

Absolutely! They were very communicative, which I really value. They explained the situation clearly and kept us in the loop about the delay. Plus, the vouchers were a nice touch, showing they cared about making it right for us.

— 50 years old male environmental advocate from Austin, TX

I expected clear communication and prompt assistance. As someone who values friendly and attentive service, I wanted to feel taken care of, even during a disruption. It's important to me that airlines show they care about their passengers' comfort and time.

— 60-year-old female cruise enthusiast from Miami, FL, who values friendly and attentive customer service.

It's comforting, really. Knowing they're there to solve issues like delays or cancellations makes me feel like I'm not alone in dealing with these challenges. It's like having a reliable partner on the journey.

— 50 years old male environmental advocate from Austin, TX

I envision United Airlines as a problem solver that anticipates issues and has a clear plan to address them. They should communicate proactively, offer alternatives like rerouting or compensation, and ensure passengers feel cared for. As an assertive person, I appreciate when companies take charge and solve problems efficiently.

— 60-year-old female cruise enthusiast from Miami, FL, who values friendly and attentive customer service.