why do they at UA invite or ask you Y/N if you want to be included in CS survey before getting agent on the line? does the agent see this info? does it impact how they treat you? i doubt it, from an HR or quality control standpoint standpoint it wouldnt make sense but recent phone calls to CS shows to me they have REALLY gone down hill. they can get really rude or act really incompetent in order to hand you off fast to someone else who wont care about you, or to their web-help desk which from all indications just disconnects you when you raise a stink or try to force any kind of issue....today i guy just dumped me after I pushed a little bit to get him to combine 2 ecerts on one ticket....he said they dont do that anymore, pretended to continue to help and next think i new i was disconnected....it was definitely NOT an accident.