The travails of United Airlines over the past several years have been a common topic on this blog, so Professor Bainbridge’s “enough is enough” declaration with regard to flying on post-bankruptcy United caught my eye. And lest you think that the good Professor’s experience was anecdotal, get a load of the following excerpt from this Scott McCartney/WSJ ($) column regarding the dire status of airline travel this summer:

Last Wednesday, an employee at UAL Corp.’s United Airlines made a mistake that crippled a crucial computer system and its backup for two hours in the morning. Because airlines schedule planes so tightly, they can almost never recover from early problems on the same day. On June 20, only 30% of United’s flights arrived on time; about half of all flights were more than 45 minutes late, according to FlightStats.
Even when travelers get to their destination, it doesn’t always mean the woes are over. United lost National Public Radio host Scott Simon’s luggage on a flight from San Francisco to Las Vegas last week. After filling out paperwork in Las Vegas, Mr. Simon was given a phone number and email address to contact the San Francisco baggage office — with the caution that San Francisco never answers the phone or responds to email.
More than 30 calls later, Mr. Simon, an elite-level frequent flier on United, has yet to reach a United baggage official in San Francisco, or learn anything about the fate of his baggage, which includes irreplaceable items after adopting his second child in China. Calls to the airline’s main toll-free line haven’t yielded any information, either. American Express Co. is also trying to track down information, a service for its platinum customers, but hasn’t gotten through to United, either.
“It’s incredibly frustrating,” Mr. Simon said. “I know they are overworked, and it seems they have decided the best way to avoid more work is to not answer the phone or respond to email.” He likened the baggage office to someone deeply in debt who simply stops opening bills that arrive in the mail. A spokeswoman for United says the airline is trying to find Mr. Simon’s lost bag.

At least it sounds as if United is keeping its overhead expense low in the customer service department. ;^)