A totally frustrating day as the result of UA's incompetence, rudeness and lies -highlights Simple delay of originating flight (actually mechanical but of course UA claimed it was not), it became apparent after the third delay that I was going to miss my connection in an international first flight - no help from anyone at gate - waited an hour at gate for a service director then left for RCC where I again asked for a SD (over 2 hour wait -no one ever showed up). Meanwhile I rebooked by calling res since RCC agents seemed unable to do anything and were overwhelmed and still learning the new computer system. 1) Asked to have my bag taken off delayed flight (at 2 hours before flight now scheduled to take off), agent first refused to look at tag "it will be taken off if you're not onboard b/c it's an international flight (US-Canada)". After being rebooked (still an hour before delayed flight took off and 6 hours before my new flight) agent states she sent message to baggage to retag on new routing. 2) Check with LH an hour before boarding new flight - UA never forwarded the bag. THEY SENT IT ON THE ORIGINAL ITINERARY, so the bag is delayed at least one day (b/c of course the original flight arrived after the connecting flight had left - a once a day flight). So much for positive bag matching. Because I'm experienced I ended up with a 9 hour delay instead of being stuck overnight in Canada only b/c I knew how to rebook and have some status (that shouldn't matter) Had they not lied about the delay initially (20 minutes, then 45, then 105, then over 2 hours) I could have taken another flight and still connected but by the time I could talk to an agent there was only 25 minutes and too late to change b/c "you have a checked bag and IT HAS TO GO ON THE SAME FLIGHT" The old UA would have seen I was missing an international connection and proactively rerouted me Finally spoke to a really nice SD after another 2 hour wait at first class lounge. She did everything she could (before we knew about the luggage issue) to listen and try to make some kind of amends. The person all day who was truthful, professional, and tried to help. I spoke to a few other people in the RCC who happened to overhear a bit of my conversation and universally (yes a small number) expressed anger and frustration at the "new" UA (all were 1k or higher). A few of the UA staff admitted they were aware that they were losing a lot of customers! So now I get to deal with another airline about my delayed bag even tho UA is the one causing the problem b/c it is the last airline - and UA (lack of) customer service says "there's nothing we can do for you". Rant over.