I had arranged to get my mom, dad, sister and I all to Chicago from Phoenix, LAX and Portland, Oregon. We were all to fly from Chicago to Providence - TF Green airport for a family holiday. My mom and dad ran into weather issues getting into Chicago. I called the United premier line when I landed in Chicago, knowing from my United app that mom and dad would not make our flight to TF green. The Customer service person helped me get them on another flight to Providence that day - the last 2 seats into Providence and on American.
in order to get this info to my mom and dad, my sister and I found a United person near my gate and she helped us get to some flight attendants who would be at the gate when my mom and dad came in. I showed them a picture of my parents so they might recognize them. WOW - they did find my mom and dad and got them to their American flight on time.
this is customer service. Thank you United.