[ghaff]

Mind you, United has more than its share of customer service issues even for people who regularly get upgraded. But I fully agree with your basic point. There does seem to be some market for relatively modestly priced legroom upgrades but, for the most part, the market tends to bifurcate into cheapest flight or price doesn't really matter.

[mikeash]

Yeah, they don't have an option to pay $100 for better customer service, so that's a little more opaque. Still, different airlines do it differently, and it's rare not to have a choice of airline for your trip.

That's an interesting aspect of this trouble with United's service. They had a long period where their service was well below average. Did their passenger numbers suffer accordingly, or did everybody just put up with it?

The major US airlines all suck to some degree, but they suck differently, so if you care about that then go with the one you like best even if it costs more. If you don't, you're saying you don't actually care.

[ghaff]

I'm honestly not convinced that there are huge differences between the big legacy US carriers. Or, at any rate, your experience is just as much dictated by how busy their hubs are, whether your common routes are non-stop (as many of mine are with United), whether you're tending to fly in the winter in northern climates, etc.

I'm sure I would have absolutely no problem collecting a long litany of horror stories about every major US airline from among my Facebook friends with status.

So I go with United for size of route system and frequency of flights at my home airport and get enough miles to have status which does help. (Alternatively, for one shorter route where United doesn't have a non-stop, I usually fly JetBlue which IMO is one of the better bets in the absence of status.)

[mikeash]

So much depends on luck, too. If you only fly a few times a year (which seems pretty typical) then the variance in experience can be huge. I think you really have to look at the relevant statistics to see how they actually compare. Gathering anecdotes from friends won't give you a good picture, especially since people have different standards for service. One person might say they had a bad experience when the airline baggage people took their bag and shredded each item in front of them while ridiculing their choice of underwear, while another might say they had a bad experience when their flight was delayed by 30 minutes because of a violent thunderstorm.