Last week I traveled to Washington on business and chose to fly United thinking it would be the least bad of 3 choices. Flying into Regan from SAN requires a layover, which has worked out poorly for me in the past. Alaska flies direct to Baltimore from SAN, but only offers redeye flights going eastbound. So, I chose to fly with United into one of my least favorite airports in the U.S. It would turn out to be a big mistake.
On the IAD->SAN leg, I sat in seat 2E of a heavily worn down 737-700. Only the first 23 rows have in seat power, and my outlet was broken and dangling out of its socket (probably dangerous, but I didn't say anything since I just wanted to get home). Even the first class seats are slimline with almost no padding and my butt was totally numb by 1 hour into the 5.5 hour flight. This kind of aircraft should be limited to 2 hour or less regional flights.
The only In Flight Entertainment (IFE) was available on your personal device. Also, the WiFi I paid for barely worked for much of the journey. If you were not in First or Economy Plus and fortunate enough to be seated somewhere with a functioning outlet, United would not provide any means to keep that device charged.
The first class flight attendant was pleasant, but it didn't make up for the misery of no IFE and an uncomfortable seat for such a long flight. The meal was also the worst I've had in at least 5 years of frequent travel. It was the most foul tasting ravioli I've ever encountered, and I subsequently declined any snacks and stuck to liquid.
The rest of the United staff was cold, bordering on rude. Even in the premier access check-in, you have to use an electronic kiosk to tag your own bags. So much for a first class experience. Maybe call it something else to make clear your privileges are limited to a tiny bit more space and a free meal that you don't want to eat.
I had taken a 2 year hiatus from United after a number of bad experiences, and I will now return to that hiatus until I see evidence of major improvements.