Continental typically ranks very highly in terms of customer service, on time performance, perqs, etc. They’re the only major not to hit serious trouble after 9/11 (Southwest, while bigger, is not usually called a “major” for some reason). United, on the other hand, is infamous for their customer-hostile behavior, baggage problems, and performance in virtually every category. But they’re big, so there’s that. Every single time we’ve flown on an airline that isn’t Southwest or Continental, we’ve had some sort of problem — lost or delayed baggage, cancelled flight, overbook, rude employees, something.
If this goes through, we suspect we’ll be on Southwest a hell of a lot more.