About three weeks ago. My wife and I are Star Alliance Gold by nature of being preferreds on US. My wife was traveling separate from me with our infant daughter and used the preferred line to checkin. For whatever reason, her credit card nor confirm nor US card (understandable) would pull up her reservation on the kiosk. My daughter was acting up and the UA rep stood there. I finally said "can you please just provide a little help here;" The response: has she tried using the credit card she used for the purchase? The agent ended up getting on a walkie talkie and calling for a supervisor to help her help my wife. There were maybe 10 people total using the checking area. I don't tolerate stupid people when I'm a customer very well so I took my daughter and stepped away to let my wife deal with it. As I did, another UA agent who funnels people to the right checkin line asked if we'd gotten everything taken care of. I told her what happened and she said something like "oh, she doesn't work for United, she's just helping out." Really? You actually put some temp worker who can't do anything to help in the preferred area to not help your best customers (not that we're UA customers). Amazing United.