Yeah I think that’s what it is. Not a priority for the company which has built ineffective tracking systems and a bureaucracy that disincentivizes employees from actually solving problems in that system.

Why do you say that?

Seems weird to describe this as lying—does the author think that UA is deliberately depriving this person of his luggage? It seems obvious that their system for tracking luggage is flawed and showing incorrect information. I can’t imagine any scenario where this would be intentional.