AA destroyed a piece of baggage of mine. They denied responsibility. I sued and won. Then I couldn't collect because that judgement was essentially nullified because AA was going through bankruptcy.
I have 1k status with United -- I fly internationally with them almost monthly. The problems I've had with United have been when bags have to be interlined to Brussels Airlines and occasionally (surprisingly) Lufthansa. I've also had Lufthansa somehow think it was a good idea for 2 toddlers to sit in scattered seats rows away from their parents (who were also rows apart as well, despite having checked in almost 24 hours before the flight and being Star Alliance Gold.) I've had Brussels Airlines say they were going to "gate check" a stroller only to have it show up days later. I've been stranded in Detroit back in the Northwest Airlines days when aircrews hadn't showed up to work. I've been stuck in Paris when the Air France pilots decide that salaries up to $300,000 per year just aren't enough. On a recent United trip from Hartford to Marseille, I was stuck in Hartford for % extra hours for an airplane that was stuck in Newark (just a <50 minute flight away.) I then missed a cascade of connections leaving me rather miserable. However, United sorted the problem and got me on my way as quickly as possible. Let's not forget Jet Blues antics on multiple occasions a few years ago: a 10.5 hour tarmac delay, a 7 hour tarmac delay among several other extremely long tarmac delays. AA had 14 long tarmac (over 3 hours) delays in February. United had zero long tarmac delays during the same period. Envoy/American Eagle was in last place for on-time arrivals last year.
I'm not defending United. I'm not disparaging the others. The fact is that the air transport industry is extremely complex and perceptions of quality are as varied as their are passengers in the sky.
Every airline sucks and every airline is great. Pick a day, pick a destination and roll the dice. When you fly often enough it seems like it all averages out to just one level of melancholic service; unless you're flying on Singapore Airlines -- then it just becomes sublime.
