"Because we suck" is probably a bit harsh, but your point about the customer experience is spot on. I don't think I've ever observed or worked for a company that has had as many "wrong" people in customer contact positions as United.

I was in the industry a long time and United was always one of the biggest with a superior network. However, it was rarely considered the best, nor was it nimble in the market place. That was always left to Delta...and that goes back to before some of the new guys were born.