I just returned from Michigan for the holidays, and had an alright time. Interesting thing happened though on the way home. We were routed DTW-ORD-LAX-SMF. I know that seems out of the way, but given the wacky airline pricing system, it was $100USD cheaper then flying just through LAX. Anyway, because of bad weather, our flight out of DTW was delayed nearly two hours. This in turn caused us to just miss our flight to LAX. So while at ORD, we found a man who works for UA and told him our situation. He had to have been a manager or a in a higher level position based on his professional approach, his ability to push aside the other gate agents, and his overall appearance. Anyway, he put us on a flight that left for SMF non stop in 30 min. It was a perfect match for us, both in time and the fact we were not charged a penny. However, our bags did not make the flight. They continued on the next flight to LAX and then up to SMF. They arrived at our doorstep a day late, at no cost to us.
So my question is, with us being re-routed and our bags being delivered to our door, did this cost or save UA money? In a way, it made UA money. We received outstanding customer service, to the point the man came onto the plane before it left and made sure we were on board. That on top of the bags, and overall simplicity of the situation, they gained a life customer. Congratulations U N I T E D