TAMPA, FLORIDA -- First if all, on June 28, 2016 United Airlines lost/misdirected 1 out of 3 of my bags! OK, that happens. But in Tampa THEIR agents unable to "track". I promptly submitted info/paperwork AND sent detailed email directly to "United Customer Service"! (as website directed)
There was NO REPLY FROM THEM until almost 2 FULL WEEKS LATER (July 11 evening). Then, an email: They said "We committed to providing excellent customer service", but they were just now,1st time, asking me about the luggage - what did I lose, they would start to try & find it. I was in 1st Class, & this was their 1st contact/reply??! 2 weeks?!
I replied tactfully, but expressed dissatisfaction! Then I was sent a quick automated form: Asked if I had an contact with C.Service Rep on a specific date. It was NOT THE DATE; so I clicked "no". That was the last I heard from their "SERVICE DEPT"! What LOUSY customer relations!! I am truly sorry to have been such a long-time customer of United Airlines!!!
Unbeknownst to me, when making an online purchase from "Better Senior Living" apparently a part of "Taylor Gifts", I was subscribed to "Money Ahead Now" and "Travel Entertainment" and my credit card was charged $14.95 for each, monthly until I noticed it finally. I have contacted my credit card company, the Montana State Consumer Protection Services and have received credit.
What I don't understand is how this fraud continues with no federal action to shut down this practice. How many people, especially the elderly, are being scammed by this??? Is it the responsibility of the catalog companies or the credit card companies to police and shut down this practice? I continue to search for answers.
HOUSTON, TEXAS -- Me and my wife's vacation was largely ruined by the aggravation and inconvenience, the lack of true customer service United Airlines caused on a planned trip to Burlington Vermont. The flights were overbooked to start as we received notice the night before when doing on-line check in. We checked our bags at the counter at MCO. Unproblematic flight. The nightmare begins in Newark. We get a text message to contact an agent when we disembark from the plane as UA4894 was canceled by air traffic control.
Problem is, no one was there to deal with passengers, the few agents manning the whole terminal were facing long lines and many many counters were simply empty. Telling folks to contact an agent but not having nearly enough agents is just the start of this saga. The next text we get is to tell us we are rebooked for Saturday morning leaving at 930 am which is two days later. My wife gets in line at what seems to be a “service counter” which has 5 or 6 stations but only two agents, and in excess of 50 people in line which is not moving at all.
I call UA while my wife is in line and it is virtually impossible to get a person. This is part of the grand design, as this theme will repeat over and over again. My wife never does get through the line, but after 49 minutes per my cell phone records, I got through the endless wait time for an agent on the phone and started considering an alternate flight with a partner that would have put us in BTV around 1130 pm after flying via Washington D.C. No help form the automated kiosk for rerouting which is only telling us the Saturday flight is our only option.
However, in the meanwhile due to nearly 30 passengers being in line, my wife and I learn UA agent is offering a bus to transport to BTV (6 hour ride) but it would get us to BTV by around 800 pm. Several individuals including us asked about the baggage (my medication unfortunately was in my checked baggage).
The agents actually refused to release our baggage, offering some assurances or promises that while there was no room for us on a 500 pm flight (still not sure why our flight could not just take off later as other planes were leaving all day long), but there was room for our baggage and it would be there before our bus would arrive and we would just have to claim it. That would be the first of multiple lies. To be fair, it seems different things were told to different people at different times, with some being told they had no idea when baggage would arrive and it could well be Saturday or Sunday.
We were in the group that was refused luggage release and assured the bags would be there. This was important to me due to my medication. Well, if things went according to promises there would be no letter. We would just lose the half day and suffer the fatigue of the bus trip. Evidently the gate agents there at BTV had no idea nearly thirty people would be showing up, betraying poor organization and communication and a careless disregard for traveling passengers. They had no idea what promises were or were not made about the baggage and there were some unhappy campers arriving late and tired at BTV. We were given claim forms to file.
Our two bags got put under my wife's name and given a file number (see above). The folks at BTV could provide no information or estimate on bag arrival. We were told by the UA agent/employee/representative to contact the baggage resolution center, but to do this as soon as we could get Houston and “before the phones get turned over to India”. What an ominous warning and admission of the deliberately negligent and insufficient service delivered by UA. No such luck for us. It was immediately apparent we had India.
After multiple repetitions of the issues and even 4 or 5 tries with the file number with someone who could not understand English I requested a supervisor... lots of resistance to that, told they did not know when or if our luggage would arrive, or where it was despite my explaining this was critical to me due to the medication. Put on hold for a supervisor... 11 minutes on hold then the call was disconnected, I redialed, tried again placed on hold again for supervisor, this time 14 minutes on hold with no supervisor – exhausted, I tried calling the Houston number which is provided as a second number on the file form… no luck, obviously India again.
Sent online forms using UA system for baggage problems and due to my concern about being without meds also the personal injury claim online... so, that system is nothing but a mirage. The only thing worse than not providing customer service is making pretend you do. My vacation is now running into day two trying to get a guess of when I can get my clothes supplies and medicine. We already miss one dinner, and I spend 38 minutes Friday morning finally getting a supervisor.
Supervisor seems more understanding of the urgency of getting an answer on luggage delivery but cannot explain the initial lie, or why a second bus could not have taken the luggage, or the same bus could not have made a second trip to Vermont with a fresh driver. Supervisor tries to call Newark to find out if sending a bus with the luggage is possible, but (scroll back to how many people are actually there to make pretend customer service is important)... cant get anyone in Newark despite a long hold. We get authorization to buy some clothes, I ask for at least $150 each which he “approves”.
We cancel plans for the rest of the morning (it is now Friday around 1100 pm) and are now in the second long day in our clothing (all my clothes were in my bag along with some of my wife's as I was carrying business papers a laptop and photography equipment in my carry-ons). My wife had no carry-ons either as she does not want to lug anything. Her things are split between her checked bag and mine.
Both of us are in light casual Florida summer wear and we head off to get replace Vermont rainy cold weather clothes and shoes / some supplies we had packed in our baggage which still has no known time for delivery (We were told there were no Newark Flights to VT till Saturday) but no assurance it would be on that flight. Also told we were misinformed that Houston handles any baggage claim service, and that they (India) are the only providers or people to talk to.
I had my doubts since the small flights had been overbooked and there was no apparent room on the 500 pm flight 6/12/14. My faith and belief of anything emanating out of UA is fading and my wife complaining she would never fly UA again. Not a great start to vacation.
At the hotel lobby we get some info on where to get some clothing and told that the same thing happened to the hotel clerk and this apparently happened to a number of her friends – getting bused and no luggage sent with them. We call relatives in the area and one took a taxi on a return trip from Houston and her husband delayed for 10 hours on return from California. This was just the beginning of countless UA BTV nightmares we collected.
Get to the mall to get at least some clothes. We are now soaked in our 2 day Florida clothes. I am not a big clothes shopper, but it becomes quickly clear to me shoes suitable for the planned activities, dinner clothes, and other items are going to be a lot more than $150 each, never mind women's clothes, shoes and wife's needs. Search the UA baggage claim thing on the internet for the phone number and baggage policy limit which is $3500. I try to call Baggage claim, obviously India again. Have real trouble communicating.
I told her we were coming from Newark to BTV, then she would ask where were you coming from. Either not listening or not comprehending. She refuses to speak with me or help me, claiming she cannot find my file without my file number (a lie) and that without the file number she cannot let me talk to a supervisor (another lie, and not impossible, its either a policy or wanton obstruction).
Cannot tell me what baggage claim rights I have, a number of someone at UA to complain to, a legal department number, a complaint department number, or confirm that the baggage claim limit listed on the baggage claim website is accurate or pertains. Thus the baggage claim department cannot state or confirm baggage claim rights, rules or responsibilities.
I am continuing to be upset now since there is nothing but poor baggage claim service and deliberate obstruction in trying to get to superiors who might be able to understand English or are empowered to do anything, Its now well into Friday afternoon and we are not starting any of our “vacation”. The mall does not have anything my size (I am 2xl to 3xl) but my wife finds a few things, so we head downtown to see if we can find shoes/sneakers other needs and eventually pick up what we need before making a final stop to get some toiletries before heading to the hotel to change. We get a call on the way to the hotel that someone is delivering our baggage.
Would have been nice to know that before we spent the day running around for clothes and supplies, but I think at least don't have to stop at a pharmacy to see if I can get meds before my doctors office closes on Friday. Wrong. Wife's bag is there, but only has some of her stuff, as the rest is in my bag, and worse for me, my meds are in my bag. There is no way to call UA in BTV, in fact I learn there are no phone numbers on the internet for any UA local gates – it all goes to the 1800 system.
In short to ask if my bag got left behind in BTV while my wife's was delivered, I have to call, gulp, India again???, And India seems to have no more luck getting a hold of any UA agents at the airports than I do. This time I desperately try to get an agent and make it through to someone in the U.S. Express my gratitude for that and she seems to understand why I refuse to let her transfer me back to baggage claim in India.
She learns my bag is still in Newark and that in fact an error was made at MCO where my bag claim number was assigned to my wife's bag and her bag claim number to mine (a homeland security issue when you can't even get the bags to match up right with the passengers – careless at least) and that my bag as of Friday night when we got back to the hotel was still in Newark. She could find out exactly where it was by calling the million miles phone line. Evidently that can be done, but not by the terribly useless baggage claim service which after lots of time could tell me nothing. She could not tell me when it would be delivered.
Saturday morning still no luck with getting answers from India baggage claim “service”. Supervisor unavailable. They can't confirm the information I was provided the prior night. After holding for supervisor, told again no supervisor available. They promise supervisor will call me back, take all my contact numbers. That was another lie, NEVER got a call from a supervisor.
It's the stuff Saturday Night Live parodies are made of: Hang ups while on hold for supervisors, endless holds for supervisors, lies that supervisors will call back, internet forms to fill out that are never answered, no phone numbers for local airport UA, computer phone menus that only send you back to India, refusals of requests to speak to a department in the US or a department that can handle customer complaints, and lies about what your system can and can't tell you (such as actually knowing where the bag is; being able to look up my account without the file number), and lies that there is even another bag claim service in the US.
Without my medication I really had to limit my food intake and activities we spent the day Saturday hiking, and attending commitments since at least now we had clothes and apparel appropriate for activities. I again don't have my claim number with me but anxious about my medications and trying to determine if I need to go to a local ER or physician for an emergency supply of meds I call the dreaded baggage claim line. Surprise!!! It's Houston! Houston baggage claim!!!
Evidently the wonderful folks in India had posted an early obituary on their American competition and frankly lied to me I could not call or deal with Houston. Lying and misinformation at this level is not just one misinformed trainee – this is systematic obstruction and delay. Still no response from the on-line inquiries. Houston seems a bit confused as the system (consistent with what I could see on the computerized system) stating it was out for delivery and only noting one bag (evidently the system did not clear that my wife's bag made it). They seemed reassuring anyway that somehow it was on its way, but could not tell me where it way.
Before returning to the hotel, since we did not get a call like we did the day before, raising my anxiety, I tried calling baggage claim again. Lightning did not strike twice, I did not get Houston again. I was patient and fortunate to have a little better service from India this time. She could inform me it was my black bag that was going to be delivered and that it would “go out for delivery” at 1130 pm, and I would get a call (as we did on Friday) while it was en route to the hotel. We never got the call and as we returned late a bit exhausted from the day's activities and the endless calls and dealings with your system very much discouraged there was no call.
Fortunately the nice people at the Marriott hotel, all sympathetic as they all seem to have had personal UA nightmares or knew people who had, were exemplary in terms of great customer service. On sight, without our asking they announced my bag had arrived. So we got to enjoy Sunday without headaches of calls to your customer “service” before being cramped on return flights and having my right knee knocked by a flight attendant with a cart since though I am barely outside of normal height I cannot put my legs fully behind the seat with hyperextending my knee and suffering cramps.
So now though I had a busy day at the office after my not so restful or healthy vacation, I am spending hours filling in your claim forms, getting copies of what you require and writing this letter before I will spend some more time making copies and faxing the claim to whatever customer “service” handles these claims.
Now, the 1800 fax number for claims gives me a no signal message. Call... India again! They repeat that is the number. After getting irate at repeated attempts to make the operator understand I am not an idiot and can understand fax error messages, I ask for supervisor. No supervisor, but did get a different baggage claim fax number. My fax to them asked for them to acknowledge receipt of the fax when it arrived... nearly 12 hours later, no response. Emailed UA counsel, president and other officials last night and 3x today. No reply.
CHICAGO, ILLINOIS -- Well-managed airlines factor the lifetime value of a customer into their decisions. United apparently does not. My wife and I secured two United award tickets on 12/12/14, traveling from Cleveland to Barcelona on 9/5/15 and returning from Istanbul on 9/20/15 to Cleveland. Just this past week (first week of July 2015), United informed us that the scheduled return trip from Istanbul, with a stop in Houston, was being changed to a flight that did not provide sufficient time in Houston to clear customs and make our connecting flight. This forces us to reschedule our Istanbul flight; however, the options, at this late date, are severely limited for award ticket travel.
United refuses to place us on any of the remaining flights because they “no longer have award seats available.” This is of course a choice on their part. They could redesignate two seats as award seats if they wished. These flights did however have award seats open when we first scheduled our reservations in December.
United's response is (1) to place us on a series of flights with between 3-4 stops between Barcelona and Cleveland (as opposed to the one stop we had scheduled) and (2) to cut short our stay in Barcelona by half a day (out of a five day stay) by insisting that we depart early in the morning. Alternatively they suggested that we stay overnight in Houston at our own expense and fly back to Cleveland the next day, causing us to miss a day of work, again at expense to us. We did not cause this problem. United and its partners did this to us. They have a responsibility to fix a problem they created. United Airlines: please fix this.
GARLAND, TEXAS -- United HealthCare has AWFUL and I do mean AWFUL customer service. Since returning from Hong Kong I needed to get health insurance. What a job it has been to get them to take my money and possibly get me signed up (possibly). I won't go into details. Bottom line: NO customer service. One can NOT email them, unless you get special permission from a supervisor. They are too busy to deal with issues. If you have one it is your responsibility to follow up. You should KNOW insurance ease and know what to ask at what point. Ridiculous! Unless you must use United HealthCare run from them.
Perhaps all insurance companies are the same, I don't know. It looks like that I will go without coverage for a short time due to their incompetency and inability to get a fax from their mail room on to the system. I can, of course, pay full price to doctors should I need to see a doctor until they get this issue fixed. They will reimburse me. I am sure this would take a minimum of 6 weeks. This system is broken. I know I am singing to the choir as many of you already know this. I am seeing red. I have done what they asked me to do. Most of the time on the day the request was made, others the next day. It was not good enough. One month is not enough time to get a policy...
CHICAGO, ILLINOIS -- Just to notify I have pending complaints against United with Consumer Protection Divisions of US Dept. of Transportation, IL Atty Gen, SD Atty Gen, & TX Atty Gen, & pertinent BBBs. United solicited 55,000 Mileage Plus miles from me for available upgrades to First Class on all 6 flight segments of an R/T MKE-LIH. After deducting all 55,000 miles from my account, United then upgraded only 3 segments. Trying to be slick, United upgraded 1 segment on the outbound MKE-LIH and 2 segments on the inbound LIH-MKE.
When I complained, United's response was that upgrading 1 or more segments of outbound or inbound constitutes upgrading all segments of in or out. United tried this same thing on me years ago and the ILAG and USDOT intervened and got my miles re-credited back into my account. Will appreciate any advice, and will share any info my complaints generate that might help others.
CORONA, CALIFORNIA -- My mother and father were both with United Healthcare for years. Mom was suddenly ill, later to find she had end stage Pancreatic Cancer. United Healthcare was the provider. We (doctor and family) requested items my mother required during the dying process, when we NEEDED the insurance the most! They denied mom's oxygen, wheelchair, shower chair, hospital bed for the home, diapers, inhaler, and medications. They denied ALL the items required when someone is extremely ill and we as a family were in total shock.
We switched mom to plain Medicare A&B and they covered all items. United Healthcare is good coverage while you are healthy and that is the only time you are covered. When any change in your condition occurs, they deny deny, deny! An insult to our family and my dear departed mother! Shame on this company for misleading the public and in their commercials on TV. They are all about covering you when you are healthy.
SPOKANE, WASHINGTON -- It is a sad day when you have to write a negative review about a company not holding up to their promises. I read a few negative reviews but some good ones so I decided to give them a chance. Unfortunately they never followed through on anything and let the lock time of my loan slip so we had to get a rate extension. So my rate went from 4.2 to 4.48. May not seem like a lot but over the life of the loan it is $10k.
I would think twice about this company. They were great at the start then it was like pulling teeth and me pushing them to get it done and closed. I was told it would take 3 weeks and it took 8 weeks. I was also promised a refund and haven't received it or can't even get a return call. Good luck and please read my review and know I wish someone would have been honest like myself and stay away.
INFURIATING BAIT AND SWITCH AWARDS PROGRAM: I am a frequent flier (Silver Medallion level) on United and have several times used my miles for international r/t business and first class tickets. When I book, the agent tells me they only can confirm my desired class on the outbound because Singapore Air does not release their partner award seats until two days before travel, so they issue the return ticket as economy class, but still deduct up to 120,000 miles from my account as if I am receiving first or business both ways.
I have been told that it is possible that Singapore would release the return award seat within a few days of departure, and I should call them to request my upgrade to the proper class. In each of the cases, I have been denied the return flight in the class that I "paid" for with miles, even though once I boarded the flights both classes nearly were empty. I was even denied entry to the first and business lounge, even though I spent 120k miles to receive the service, which was especially infuriating since my layovers were typically more than 8 hours, and I had to sit in the airport through the night (one time while very ill).
I pleaded with both airlines to accommodate me, and showed them that I paid with miles, according to their own awards program rules, but they each passed the buck to the other. Singapore told me they could not upgrade me unless United requested it, and United told me the same about Singapore -- a classic catch 22. It was recently revealed to me by a Singapore agent that they couldn't possibly authorize an upgrade or let me use the lounge because United only paid them for the upgraded class one way WHEN THEY INITIALLY BOOKED THE TICKET, which means United never intended for me to get the full value of my miles.
I then requested United reimburse my miles for the unused portion (since I was forced to return via economy) and was refused and referred to customer relations, who also stonewalled me. I know this has happened with every other awards program traveler to Asia, and probably other international destinations because it is INSTITUTIONALIZED POLICY, and I have witnessed other fellow travelers having much the same heated exchanges with airline agents. In my view constitutes CONSUMER FRAUD and should be exposed by the media.
Perhaps the airlines feel that award travelers are "getting something for nothing" and they deserve to be shortchanged, but miles are earned with loyalty and FREQUENT TRAVEL, (and I suspect higher airfares to cover the award flights), so is in effect a "volume discount" and not a "gift". It seems that there is a possible class action lawsuit that could be filed that would at least compel airlines with such hidden "bait-and-switch" policies to, at the very least, reveal them to frequent fliers before they sign up for programs or book award flights. Additionally, they should only deduct miles to reflect what the award traveler actually uses.
I would like to be compensated for all of the flights where United deducted my miles, but did not give me what I paid for. I would like to see posts from other travelers and encourage them to report similar complaints to all consumer fraud blogs, websites, and write to the airlines with your complaints.
My daughter's nightmare began Thursday Jan. 3, 2008. We brought her to the Albany International Airport (NY) to catch a 6 am flight back to Reno. She was to arrive at Reno/Tahoe International the same day at 2:58pm. She called me at 9 am, and several times after that, saying they hadn't left yet, and no one was telling them anything. The last time she called me was 1:31 pm, and they were still waiting to take off. They hadn't offered the passengers anything to eat, drink, no pillows, or blankets... nothing to make the ridiculous 8 hour delay more comfortable!
The plane finally took off around 2 pm, and arrived in Washington (Dulles). After layover there, and arriving at Denver International, way off schedule she missed her original flight to Reno. At one point she was even told they would fly into San Francisco, then to Reno. But she never heard anything about it from then on. She was rescheduled to arrive in Reno around 10 pm, then shortly after told all flights to Reno were canceled. In the midst of all this I had called United Customer Service a few times to find out what was going on and what could be done. As did many of the other passengers. The people I spoke to were.
Useless at best! I asked for an update, I asked if they could call the airports to get information and was told they could do neither! They could not help me one little bit! How ridiculous to have customer service that can't help a customer, although come to find out, they're CS aren't even in the USA. No surprise there! At this point my daughter had asked everyone she could what she was supposed to do, they just kept sending her from one desk to another and none of them would help her or had any answers, so by this time she was hysterical beyond consoling so I advised her to go to the United desk and ask for a voucher or something to stay in a hotel.
She called back saying they were not accommodating any of the passengers for overnight, and at that point all flights on Friday Jan. 4th to Reno were canceled as well. So that meant she was stranded in Denver for another day. Then they told her she had reached her final destination. By then I was livid... got back on the phone with United Customer service and told the man I was speaking to that I was NOT going to hang up, I would call back every five minutes if I had to, and he WAS going to help me find her a flight and a room, and if he was incapable, to let me speak to a manager or a supervisor.
He said he would speak to a supervisor and put me on hold. Came back a bit later and asked if I wanted him to make a reservation with US Air for her, leaving at 5:35 Friday morning I said yes, he gave me all the information, told me to have her just go to the US Air desk for her flight in the morning. She was finally able to convince one of the people at the United desk to give her a hotel room for the night, went to look for her luggage and it was sent to San Francisco. But OK, we figured the worst was behind us. Not even!
She got back to the airport in the morning and went right to the US Air desk as I was told to do, but the confirmation # he gave me was for United, not US Air, so when she went to the US Air desk, she was told she had to go to the United desk, stand in line yet again, get her ticket then back to the US Air, which she did, ran to the gate and was told it was 9 minutes to departure and she was not allowed to board! This put her as a no show, so she had to sit in Denver all morning as a stand by. She finally got home about 5 pm today.
As I understand it, there were storms preventing them from flying into Denver last night, but had she not had to sit in Albany for 8 hours first, and missed all her connecting flights she would have had no problem at all. Everything that transpired and happened to her and all the other passengers in that 36 hr. period is an outrage!! The first lady (CS) I spoke to when all this began, even argued with me the plane had already left the ground, while I had my daughter on my cell phone at the same time saying they still didn't have any idea when they would take off. Then another lady (CS) told me she had landed in Reno!
I am totally amazed, that United Airlines operates with such incompetence at the airports, and I don't care if this sounds prejudiced, or bigoted. When companies outsource to those countries that can barely speak English, for customer service, I don't want to deal with them. I don't know much about big business, but common sense says that in order for something to go smoothly, everyone involved needs to be able to work together. The representatives are mindless puppets. They read what's in front of them and are incapable of dealing with anything off the page. Why outsource at all?
There are thousands of people or physically disabled adults out there willing to work from home. Why not hire them!? There's no overhead, no taxes to deal with accept on their end, sounds pretty simple to me. At least they will be US citizens with more than half a brain! My daughter will never fly United again. I will pay the extra money for any other airlines, and if I have my way, through my right to Freedom of Speech, so will a lot of other people.