Yet Another United Hiccup

Why is it that nearly every time I fly United, reps are either inappropriately rude or the flight doesn't take off? All airlines have their issues, but it seems that with United, I'm not alone with my horror stories. If I hear one, I always ask, United? The response: oh yeah, of course. Not always, but nearly.

I get it - morale is low, but how can an airlines continue stay in business with marketing and customer service departments that feel nonexistent not to mention their frequently rude service?

Implement some kind of 'customer service conduct' guidelines folks for your staff or people will vote elsewhere. I'm starting to think about long inconvenient train rides rather than deal with the potential chaos of yet another United flight. Remember that Virgin America is coming in about a week, with Richard Branson behind its corporate culture. They, like airlines in this country used to do, put the customer first.