I just wanted to offer something positive about airline customer service in this age of miserable, high-priced air travel experiences. I booked flights on United/Swiss in January. Horrified at the price, but it hasn't gone down since and is often double what I paid. Naturally, there have been minor schedule changes -- different flight number, times changing by minutes. Our departure flight from Peoria to O'Hare, though, was changed to an hour later, resulting in a shorter two-hour layover. Probably would have been fine, assuming no big delays. But rather than being nervous and hoping everything went as planned, my wife, especially, would prefer a longer layover, just in case. We picked an earlier flight, which actually will give us more time to try one of the United lounges at O'Hare.
Instead of calling, which I assumed would take hours, I went online, gritted my teeth and chose "Chat with us." At first, the AI bot responded and that quickly became unsatisfactory, so I asked to chat with an agent and "Merriell" responded within a few minutes. At first there was some confusion because she (assuming female) thought I was responding to a different schedule change that we were OK with. Once we were on the same page, she made the change I requested efficiently and courteously. All told, the process took less than 30 minutes. It would have been nice to actually speak with the person but I took pains to offer sincere appreciation for making the whole thing relatively painless.
Again, simply thought I'd offer up a positive airline experience. I'm sure I'll find plenty to complain about once we actually get the trip started. ;-)