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Original Comment It was a sad occasion when United and Continental merged. We flew Continental every chance we had because, the fares were very competitive, upgrades were reasonable and we were treated very well by the ground staff and the crew.<br /> Our two experiences flying United (a round trip) after the merger were not what we expected. The cost of upgrading to 1st Class was almost four times the cost before the merger. The attention of the flight attendants has deteriorated. On our return trip we had to wait for the flight attendant to finish a casual conversation with a member of the flight crew before she turned her attention to the cabin. We were very disappointed and disatisfied with the degeneration of service flying Untied, especially because of the exorbitant increased cost of upgrading and the terrible service in 1st class. <br /> This past July our daughter was scheduled to fly to Florida to spend some time with her ailing grandmother. Our daughter became ill a day or two before the flight and was advised by her doctor not to fly. We called the airline to cancel the flignt and were penalized more than half the price of the ticket. The worst part is that the agent never mentioned that if the flyer was ill, we could submit a doctor's note and the penalty would be reduced to much more reasonable $50 charge. <br /> I discovered this while researching the issue since my mother-in-law is being charge the full fare on her credit card. <br /> I also found out that United keeps the balance of the money as a credit towards a future flight. The customer service end of this airline has changed dramatically for the worse. Our past expriences dealing with Continental customer service always left us satisfied and fully informed. <br /> Before the merger, it was easy to contact customer service by phone but that has changed. United does not provide any phone numbers, most likely because they know that their service is terrible and they want to avoid that type of interaction with their customers. Instead the airling forces customers to submit inquiries via email on the website. <br /> We miss the reasonable charges and excellent service provided by Continental and abhor the deterioration of an airline we were happy to fly with. It appears that United management took control of the airline after the merger and are going to run United into bankruptcy and take Continental along for the ride. What a shame.

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