For years, airlines have been charging us more and more for less and less, while whining about profit margin.   We put up with it, because after all we could bring our own food, pillows, etc., and put up with squeezing into a small space for a short while.  The main thing was getting to our destination safely, approximately on time.  Lately United has failed at even that; my last 2 trips they stranded me in SF.   I too have been treated with snide discourtesy by United customer service, even had information withheld.   This incident caps it for me.