Yeah I think a big component of the poor customer service with United is being beat down over years of cost-cutting. I've seen firsthand how they've drasticall

Yeah I think a big component of the poor customer service with United is being beat down over years of cost-cutting. I've seen firsthand how they've drastically cut down the number of gate agents which leaves almost a skeleton crew to deal with customers. In that environment I'm sure it's hard for someone to be chipper and helpful.