[markballman]

Second leg of three leg flight left my sister stranded for 17 hours. United kept giving her standby status. She paid full fair. Waiting in SFO with only her cell phone, it was impossible for her to call customer service because of the 15 to 20 minute wait times so I, her brother and the person waiting to pick her up all through the night was able to call when I got home. The United agent I was connected to was indignant when I asked why the middle leg of the flight was delayed for over an hour to begin with. He blamed the FAA.
When it became clear that she would have to sit in a seat at the terminal for an extended period, I called again to complain. The agent told me to email united at costomerrelations@united.com with the complaint and confirmation number of her ticket and it would be handled immediately. My sister was given these instructions and she fired off an email. It was returned with the explanation that the email address was shut down.
Finally, my sister just rented a car and drove the last 350 miles.