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I flew United recently. I nearly missed one connecting flight due to their incompetence, and then on the way back I actually did miss that connecting flight, again because of their management. That entire flight was a fucking nightmare. Not least because numbered United customer service people just did not give one shit.
Plus, on one of the flights the flight crew spent the entire flight bitching about and mocking customers who were on their flight. They did this in both the area at the end of the plane and in the main cabin (just presumably not within earshot of them). The level of unprofessionalism and just plain arrogance was stunning. That entire flight crew didn't give one shit. They were surly and dismissive and complacent.
Like you, I will never be flying with them again. Though it sounds like what I went through was nothing compared to what these poor bastards in the linked article endured.
Exactly, I manage customer service a good bit in my job, and I totally get that some customers are impossible to please, but you have to evaluate when it's actually your fault and in those cases do everything you can to make it better.
I'm not sure what their rules are, but if was me, I'd be making it rain food and hotel vouchers at the very least. And acting like you have an ounce of empathy if nothing else, you don't know what someone is missing because of these delays.