Original letter writer here. I was on hold on the second call for 2 hours, 20 minutes. I asked my coworker to call the same phone number using her phone. After she was on hold for 20 minutes,she got through to someone. MY PHONE was still on hold after over 2 hours, so how does that queue even work?

In addition, the person I spoke with was surly and rude. He didn't give me the amount of credit to be used for future travel and after being told I was on hold for over 2 hours, said "well, that's the queue". I explained that MY phone was still IN queue and I called in two hours earlier but my coworker's call was answered after 20 minutes and he still replied, "Well, that's the queue".

All righty then. Stay away from United. Duly noted.