WASHINGTON DULLES/ TORONTO PEARSON -- I am writing to you in regards to an issue I have with United Airlines. I'm hoping you can help me with my story because I think that consumers should have some sort of voice as well as valuable information before they chose to fly with various airlines. My matter started on Wednesday July 25, 2007. I flew from Aruba to Washington (UA974) and then Washington to Toronto (UA7794). I was in Aruba for 2 weeks on a vacation as well as visiting a friend. When I arrived in Toronto both of my bags were not there, this is where my nightmare started. Not only did they misplace one bag but both of my bags did not arrive.
After all of the baggage was picked up from our flight I went to speak to a United representative. He assured me that one of my bags was on the next flight, landing an hour or so after mine. I waited 3 hours after my flight arrived to see if my bag was there and it wasn't. The United representative made me fill out a lost luggage report and again reassured me that they were both still in Washington waiting to be placed on the next flight to Toronto. This unfortunately was not the case at all. Since it was 2:30 am by the time I left the airport I left everything for the next day since I was exhausted.
The very next morning I called the lost baggage customer support number and again was told that both of my bags were last scanned in Washington and still waiting to be placed on the next flight to Toronto. He told me that because of weight issues they May not have been put on the plane, therefore once again left behind. He told me to call back in 3 hours and check for any updates. Following their instructions I called back again.
With every phone call I placed I had to give every possible piece of information (my name, my address, phone number, airport I filled out my lost baggage report, my baggage claim number, the flight which I flew on etc. taking at least 5-10 minutes before I could even voice my issue). After giving the representative all my information I would be placed on hold for another 5 minutes, with the explanation that they are inputting my information and checking for any updates.
The representative would then come back on the line and tell me to please continue waiting. The music they play while on hold is perhaps the most unappealing music I've ever heard; it has the potential to drive a person crazy. From the very first day I was patient and understanding with the representatives and aware that humans make mistakes (mistakes meaning misplacing my suitcases). Once the representative came back on the line for the second time he told me that he would call me in an hour because he was positive that they would both be on the next flight.
From the very beginning I was told that they were sending priority messages to the Dulles airport and would have some response within the next few hours. I waited and waited at my house because I did not want to miss any phone call regarding the whereabouts of my suitcases. Two hours later I still did not receive a phone call so I called back again to see why I didn't and check for any updates. After going through the initial information stage I was told now that it 'seems' that my bags are in the Washington airport because they were last scanned there. So I went from being assured that my bags are there awaiting a flight to it 'seems' that they are there.
With that being said I began to feel as though each representative had lied to me so they would not have to deal with the problem themselves and get me off the phone in order to place my problem on someone else's shoulder. I was told again that the rep. was sending another priority message to the Dulles airport because they still did not respond to the previous ones. I was told to call back the following morning at 9 am to check for any updates which I agreed with.
DAY 3 - DAY 6
Threw out the following days I had placed the same phone calls. I spoke to various representatives that told me the same thing; it seems they are in the Washington Dulles airport and because of weight issues on the plane they are still being held at the Washington airport. I spoke with representatives at least 3 times a day, each time I spoke with a different representative. It is torture for a person to go through the agonizing process of providing information, staying at or close to home in case of a phone call as well as hearing the same speech over and over again in regards to sending priority messages and saying that they understand.
In one phone conversation I was told again that a rep. Would call me back in 3 hours with any information good or bad therefore I stayed home waiting for yet another phone call which again never came. So once again I called back asking why I did not receive and phone call and this time I was told that someone tried to get a hold of me but I was not available. This was a blatant lie because I was sitting at home the entire time. Even if I was on the phone, which I was not, we have call waiting as well as voicemail therefore I could be reached at all times.
The rep. asked me if there was another number to reach me at which I'm not sure why because I'm fully aware that they did not try to get a hold of me. I told her that there was not because my cell phone charger was in my baggage therefore I don't have it on me but there is a voicemail that would pick up if called. In the end I did not give her my cell phone number because I knew it was useless and overall a lie that they told me. This time I asked to speak to a manager or someone with more authority and I was told that it could not be done because it was a call center.
The fact that there was no supervisor frustrated me and made me feel like the size of an ant in a big world. This caused me to take matters into my own hands, well try to anyway. I went online and tried searching for any possible information I could. I got the Dulles airport number and contacted them. I left two messages saying that I'm looking for two bags that were misplaced in the airport. I gave detailed information and said that United representatives have continuously tried contacting reps. At the airport and have not had any response.
After the second message I left a nice lady returned my call and left me a message saying that she had one bag in the lost and found that matched my description but she had already located the owner of the bag. She also provided me with the number of the United lost and found at the Dulles airport (703-572-7799). I began calling and calling that number but to this day (August 7th) no one has answered this number and there is not answering machine to leave a message. Once again I left overwhelmed with despair, hopelessness, and frustration.
In the mean time I continued calling the lost baggage center and was repeatedly told the same thing over and over again. This call center must be outsourced somewhere because each person had accents as well as ethnic/cultural names, which I have no problem with, and also had no further information to give me. I believe all they have is email and some sort of switch board to relate messages.
I've asked them numerous times to personally call the Dulles airport reps, some reps. told me that could not be done, while some put me on hold saying they will do so and come back on line saying no one is answering their call. Therefore I don't even know if they in fact tried making the call or if they just put me on hold and waited a while, came back on the line with me and said no one is answering. With each phone call I felt smaller and smaller and more helpless in the matter but I continued to be patient and kind with every individual I spoke with.
In this time I also wrote various emails to any email address I could locate on the United website as well as consumer story web pages. All I got in return, with the ones that actually emailed me back, was that they would forward my information to the lost baggage department. I basically completed one big circle and did not gain one ounce of progress.
Basically after a week of phone calls and emails I was still at a dead end. All I managed to get was lengthy conversations with unhelpful representatives, busy signals, useless emails, zero information regarding the whereabouts of my luggage, frustration, loss of employment, stress, frustration, and anger that simply no one with United cares about these issues.
My life has been turned upside down because I have no casual clothes, no work clothes, no shoes, no dresses for upcoming weddings I must attend, no personal hygiene products, no electronics, no memorable items I bought in Poland while visiting my grandparents early this year. This situation is so very overwhelming and in order to understand it one must personally go through it themselves.
One week had gone by so I decided that Maybe there is more information out there that could help me with my situation. I decided to go to a travel agency and see if they could give me any advice or contact numbers that would be useful with this matter, First, I went to CAA, I figured that since they are a travel agency as well as insurance providers they would definitely have some sort of information. This was very untrue. All they told me was to call the lost baggage telephone number and that is the only I can do. I was discouraged to hear that but I tried one more place.
I went to a local travel agency and a lady helped me as best she could. I was, and continue to be, very appreciative of her kindness. She took all of my information and did the best she could to contact the United customer service as well as find me any other numbers that could be useful for my case. She provided me with another number for the United customer service at the Dulles airport. I called this number but all I got was a recording that stated that they no longer take voicemails regarding bag descriptions because of the volume of messages left, instead they said to email the description to an address. I did as they said.
I provided every ounce of information regarding my flight, times, bags etc. All they respond back to be is that they are sorry about my missing backs, provide me with a form I need to fax or mail in and that is all. It once again gets me absolutely nowhere.
Out of the couple of hundreds of phone calls I made to the customer service department I was told a few times that one of my bags was forwarded to the Toronto airport but it was not scanned there after arrival. With that being said I thought that perhaps my one bag was sitting in the lost and found at the Pearson airport and possibly had its name tag ripped off. I phoned the Toronto Pearson Airport to see if I could speak to a United rep. from the airport but I was told they do not deal with phone calls and the best way to contact them is to personally come speak with them face to face and even then they May not be useful.
It wasn't a surprise that the gentleman at the help desk told me they are uncaring. With that information I called a friend of mine up and we drove an hour and a half to the airport. First we went into the lost and found in Terminal 1. When I saw the complete mess and lack of security in the airport my heart sunk. There were rooms of lost luggage that did not have any doors, luggage thrown and left sitting by the walls, and people everywhere waiting for their own luggage by the carousels. The lost and found was in the same giant room where travelers on Canadian flights where picking up their luggage.
Basically if anyone wanted to take an extra suitcase or two it could have been done in a heartbeat with no questions asked. I walked around to each pile and room with suitcases. I saw damaged suitcases, where the entire contents of a people's bags were lying on the ground, empty suitcases piled up at the corners of the walls in the room. Actually when I was in one room there was a man loading all the empty suitcases on a cart, most likely destined for the garbage. I was so angry to see this sort of chaos and lack of security and professionalism.
There is an incredible amount of security before boarding a plane (you cannot bring water bottles on some flights or lighters or nail files, you have to take your shoes off and your belt off while going through customs, you must place all your items through various security measures before boarding a plane but afterwards it is all out of your hands. I understand why we have such security in customs but why is it that then is comes to an individual's personal property they provide no security at all.
My one and only thought was that if Toronto Pearson is so unorganized, lacks security, and is much smaller than the Washington Dulles airport, I cannot imagine what goes on there. I'm sure it is a 100% worse with all the concourses, shuttle buses, and volumes of people. When I finally reached the front of the line at the lost and found desk (at least a half hour later) the gentleman I spoke to was very unfriendly. I questioned the security of the lost luggage and he cold heartedly told me that if I want to steal a camera then I should go ahead if I want to be placed in jail.
I was shocked by his response. I had no words to say to him because I knew if I did I would lose my cool. I simply said that I myself would never do such a thing but there are people in this world that would and because people like that exist there should be more security protecting peoples' property, especially after I saw the condition of some lost suitcases and the lack of care for them. He then said there is security at the doors but surely enough when we walked out there was not one person standing there to even look as though they have any sort of security. I honestly could not even fathom his response and the disorder of that airport.
The lost and found rep. provided me with a sheet and told me to wait in the main section of the airport and someone will escort into the international section of the airport, where I initially waited for my luggage on July 25th. My friend had to wait outside for me because only one individual can go through customs at a time. The man eventually came and took me to that section of the airport. There I found some more lost luggage, not nearly as much as in the other section, but here at least you needed to be escorted and pass customs. I looked for my luggage and nothing.
I went up to the United information desk where I found an unpleasant man. I asked him to help me or provide some assistance in locating my bags. All he did was type in my claim number and told me that they have not been located.
With all the new technology within airports it stuns me how 2 bags can be traced, misplaced, and then not located. The incredible tracing systems they have are nothing more than a joke. He told me to call the customer service number which I told him I've been doing for the past week, 3-4 times a day. And this is how he left things with me, he turned his attention to something else. I was so upset with the lack of competence any of the United employees have. The nice man that escorted me into the that section told me to go upstairs and try speaking with the manager there, so that is exactly what I did.
I went to the section of the airport where passengers were checking their baggage with United. After waiting in line with the current passengers it was obvious that it would take way too long to get to the front of the line. I told the others that I was simply asking the reps. to radio a manager and it would only take a minute to do. Most were understanding but the lady working pretty much shrugged me off until I repeated that all I would like is to speak with a manager and not her. She finally did and then told me he would be there in less than 5 minutes. A gentleman came and all he did was radio another manager.
After roughly 15-20 minutes a man by the name of **, a United manager, came. He was extremely pleasant and told me he would personally follow up with my case. He took me to a room where after 72 hour lost baggage sits. In this room there was a man opening up baggage and checking the contents, I'm assuming to help identify the owner of the bag. Here again I did not find any of my bags. ** reassured me once again that they would be found. He said that Dulles is located in the capital of USA and that it would be found. I felt confident after speaking to him that my bags would be located and safely returned.
My friend as well thought the same. He also says bags are often misplaced but 99% of the time they are always located. He said himself that he had lost a bag and it had been 6 weeks and he still hasn't found it. Again he stated that they would find the bag and I would get it back soon. He provided me with a direct number to reach him at and told me to call him the next day around 3 pm, he even told me that I might hear from him before then but if I don't and he doesn't hear from me he will call me anyway. I was overjoyed to hear his words and left the airport that day feeling sure that I would see my bags again.
** also told me at some point in our conversation, that I was responsible for my baggage in the Dulles airport. He said that I was supposed to pick up my bags and go through customs there which I know for a fact is not true. My friend that I visited never once has had to do that because you go through the US customs in the Aruba airport. I told him I did not have to do such a thing while flying down to Aruba and he responded by saying I did not have to do that because I went through US customs in Canada. That is true I did do that in the Toronto airport. But I also had to in Aruba.
It was humorous that he was trying to place the responsibility of my lost baggage on me and my failure to be an informed traveler. The way he spoke about it made me question if I in fact I did have to pick up my luggage in Dulles and go through customs there. Once I got home I spoke to my friend who lives in Aruba and I was reassured that not once have they ever had to do such a thing because there is a US customs in Aruba.
That morning I once again called the lost baggage customer service number, I never stopped checking for any updates with them, but all I was told was that they were still not located. It did not affect me as much because I was under the impression that ** was personally looking into it himself and he would have more information for me. I waited for 3 o'clock to roll around and I made my call. There was no answer all it did was ring and ring and ring. I was understanding because I knew that they are constantly busy around the airport, dealing with customers and searching for bags.
I called numerous times that day and still no answer and I did not hear from ** either. So once again I became discouraged. Once again I hit a dead end, back to square one.
DAY 10 - 12
I continued calling the lost baggage service line, once again speaking to a variety of reps. that asked the same questions and told me the exact same things; no updated information has been provided to them. Not even one bit of information has changed since July 25th. I've been wearing the same clothes repeatedly and the same shoes. I do not have money to purchase new items because I am a university student that has tuition to pay for, books, rent, bills etc. The ticket itself cost me $800, therefore leaving me with a decrease in my finances.
Day 13 (August 7, 2007)
Today I finally reached ** and he had nothing to say. I honestly do not think he even remembered who I was. This time he was very unpleasant. It seems as though the only reason he was kind to me at the airport was to get me out of the airport as fast as he could. I asked him if it seems they are permanently lost now and he said yes. I now have to fill out a claims form which takes 6 weeks to be processed again leaving me with no money or progress.
He got me off the phone as quick as he could by just saying fill it out send it in and that's all I can do. I even offered to fly down to Dulles many times to look myself for my bags and speak to representatives down there but he said, as well as the reps., that is just a waste of time. I now feel hopeless and angry. After getting off the phone with him I went online to check for the telephone number for the United headquarters in Chicago. I found it and called. First they say to punch in the extension or punch in the name of the individual you are trying to contact or wait on the line.
I waited on the line and an answering machine picked up and said to leave a message but after the voice stopped talking the machine hung up, thus making sure no one who does not know anybody within the building can leave a message.
I tried back once again and a lady picked up, I told her I would like to speak with someone with authority regarding an issue I've had with United, she did not say anything and a couple seconds later another lady came on the phone, she asked which department I would like to speak with and I told her I've already spoken with the lost baggage department but as soon as I said lost baggage she put me through to the headquarter number again. The same menu came up but instead of picking up the phone again no one answered and the line went dead. I called back again and still no answer.
Basically they do not want to deal with any complaints about lost baggage. They could not care less about their customers' issues and why would they when they are getting paid an incredible amount of money while everyone suffers. United simply does not care about its passengers. What I don't understand is how my baggage could have been lost, not one but both bags. First of all it was last scanned in the Washington Dulles airport and did not make it to the Toronto Pearson airport. Therefore it was left behind.
There is no way BOTH of my bags grew legs and walked out of the airport, so all I can say at this point either it was stolen by a traveler or employee of United or the Dulles airport or it was thrown on another flight somewhere in the world and United is not doing anything to locate it within the world by systematically tracing it. The way in which the customer service representatives handled my problem sickens me, the fact that no one, I mean no one, cares about it is discouraging and should not be allow to happen within today's time. No explanation was ever provided to me.
People everywhere should be informed of the lack professionalism and competence United has to offer. It disgusts me how big conglomerates can walk all over the 'small' people of the world and their property. By writing my story I am hoping that all travelers will be informed of United's true intentions and professional identity. I am aware of the fact that I will most likely never see my luggage again but if this story prevents someone else experiencing the nightmare that I have had to deal with than it is all worth it.
I am forwarding this story to all possible news outlets and customer report agencies and defenders in hope that someone will help me share my story, along with many others', and to eventually modify the responsibilities of airlines and in this specific case United airlines.
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.
ORLANDO, FLORIDA -- United in Uniform is a SCAM. BEWARE!!! I signed up for this unethical service 2/22/2012. The salesman, ** promised me that if I did NOT get any rentals, WHICH I DID NOT over the course of 10 months, that I could get a refund at any time. I asked him this question again before we got off the phone, and he again promised me that "If I don't get a rental, I can get a refund at any time of the year". No mention of needing to follow some instructions on their web site or some fine print.
It was a lie and when I called to try to get a refund at the end of 10 months, they informed me that I had to stay with the company a full year to give them a chance to get a rental, before I could get a refund. Again, NO mention of needing to follow some instructions on their web site. So I agreed to wait a year, and when I DID NOT get even a SINGLE RENTAL, I asked for a refund. I was then told by their refund department that I didn't follow the proper documented refund policy that was on their web site.
I informed the United In Uniform customer service team, **, that I was never notified by the sales man, or the first lady I talked to, ** on 11/2812 about a refund policy, or that I needed to read anything on the web page. ** was very mean and unsympathetic that no one had informed me about reading a refund policy on the web page. To me, this is nothing more than an advertising scam that needs to be shut down. They Lied to me, mislead me, never told me after countless phone calls (at least 5 calls!!) about this mysterious 'refund policy' on their web site.
Please let other potential consumers know not to fall for their untruthful, unprofessional service. They are truly a very un-customer friendly company, especially the way ** disregarded all the other phone calls and flatly said "You should have read our web site". Wrong, all you liars had to do was to tell me the truth up front about the policy when I asked. If you would have told me, I would have told you that it was unrealistic to do all of those things, and I would have never taken your pathetic service. The bottom line is I received no rentals, and received maybe 4 requests for rentals which is a terrible advertising investment.
Please, PLEASE, HANG UP ON THESE JERKS and don't listen to them. They are nothing but a BIG SCAM.
CHICAGO, ILLINOIS -- After my return flight to Dayton, OH via Chicago I went to unpack my checked bag. I noticed that my pair of dress shoes were missing from the bag. I remember packing these shoes in my checked bag as I am very fond of them and they were a rare splurge. I went online to find out how to remedy the problem. I was directed to the Baggage Resolution Service Center. When I called the number the woman who answered asked me to tell her what happened.
I began with the story of the return trip and went on to explain what happened when I went on to put things away at home. She was immediately combative and actually told me I hadn't contacted them in time before she even knew what date I'd returned home. I didn't catch this at first but as she became more and more rude and began to explain to me that United Airlines had no intention of helping me in any way I paid closer and closer attention to what she was saying. She was far more concerned with United Airlines liability risk and in informing me that this was my fault than anything else.
Now, all I wanted were my shoes back but she basically accused me of trying to defraud the airline. It's not important here to disclose what I paid for the shoes but they were something I don't go buy every weekend. She kept telling me I needed to be quiet and allow her to speak and didn't seem interested in my lost item at all. I asked her if they had cameras in the baggage handling area and she said that no, they have limited camera coverage of that area. She ended by giving me a website and a form # that I could up on my own to fill out.
I asked her who I could call about this and she told me there was no one I could call. I confirmed there is no one I can talk to about items stolen out of my luggage while I'm traveling... she said that was correct. I just hung up. I WILL NEVER FLY ON UNITED AIRLINES AGAIN. I would rather spend more money on a competent airline that cares about their customers than deal with the likes of this rude and arrogant woman.
MONTEREY, CALIFORNIA -- I've been flying on a semi-regular basis for the past 16 years, and I've never had an experience like the one I had yesterday on United Airlines. I flew Continental for a long time, because it was one of only two airlines in my hometown, where my parents still live. But after yesterday, I doubt if I will ever use United again. I originally had a 'red-eye' flight from Monterey, CA to New York City for Sunday night, with a connection at SFO. That flight was first delayed, then eventually cancelled due to fog. That, I can understand.
I was automatically re-booked onto the 5.30 am flight. I slept for four hours, woke up at 4 am, and was at the airport with plenty of time. We all got onto the airplane. Then, the gate agent came onto the plane to announce the plane was overweight. She offered any volunteers to leave the plane a $250 voucher. Since $250 won't get you very far these days, no one took the offer. Then she came back and read the last names of two passengers would have to get off the plane. I was one of those unlucky passengers.
I loudly refused to leave the plane. I explained I had a very important work event that I was already going to be three hours late to, and that I could not miss entirely without serious repercussions. Another passenger then tried to negotiate for a larger voucher amount, saying she would get off the plane for more than $250 so that I could stay on, but the gate agent said should could not offer more than $250. She said I had to leave as I was the last to check in for the flight - surely because I was automatically rebooked and wasn't supposed to even be on that flight in the first place.
I refused to leave. The gate agent left, then came back with security. I was forced to get off the plane like some kind of criminal when I done nothing wrong. They escorted me out of the airport and put me in a cab (which they paid for) to SFO. So I had to endure a two hour cab ride, and of course I missed the connection (only by a matter of minutes due to fog delays). They also gave me a $250 voucher which is worthless because I will never fly their lousy airline again or give them ANY money.
After I missed my connection, they tried to put me on a 1 pm flight, but I demanded they get me back to NYC sooner. They put me on hold for HALF AN HOUR and finally came back telling me they could get me on an 11 am Delta flight. I finally got home, bedraggled, at around 10 pm. I missed my work event entirely.
DENVER, COLORADO -- 27 July we went to the airport to catch our flight home, found that our flight had been changed to a different time and changing planes at a different airport. The airlines changed our seats and put us in row 12. We started boarding the plane to find there WAS NO ROW 12, so had to go back through all the people trying to get on to the agent. They said, oh well, then you will all get middle seats, which we hate.
We then flew to Denver, to find we land in gate 13 and have to run to gate 86 with no ride carts around to help, with 40 minutes to get there. At this point they did not give us a seat assignment for Denver so rushed to make sure we got a seat, which we did get assigned one by an agent there. Then our flight got delayed as the incoming was late. When the incoming arrived and unloaded they said there was problems they had to fix, after a while they said they were taking it away to fix it.
Later they brought the plane back and let us board. We sat there for about 15 minutes on the plane and they said we all had to get off again as still problems. When we went to sit in the waiting room the agent called us and two other couples up and asked to see our boarding passes. After she looked at the passes she said she was keeping them, I asked why and she just looked at me. I said "are you bumping us?" She said, "Maybe."
Much later when the plane was OK to go she announced over the speaker for all to hear the names of us 6 and we were NOT ALLOWED TO BOARD THE FLIGHT. Made us sound like criminals!! I ran up and said why and she said the plane had weight restrictions and where we got to the gate later then the others, we are picked to be bumped. I asked her how we could get there and sooner as we were on the plane they put us on getting there and still had ½ hour to spare when we got to the agent for our seats by running, or in my case with my bad foot walking as fast as I could. She said it didn'tt matter.
I asked for our luggage so we could stay the night if we did not get another flight and she said NO, it had to go on to Tucson with the plane. Later they got us on a flight to LA where we sat for 5 hours for the plane to have that delayed too, got into Tucson at 1 am on Saturday Morning, had been at airports since 6 am East coast time and got up to get there at 4 AM.
HOUSTON, TEXAS -- My husband and I had tickets to Hawaii on Continental for Feb. 21st for the birth of our granddaughter. He died unexpectedly Feb. 13th, and his funeral had to be scheduled the day we were to travel. I cancelled his ticket, and had to reschedule my flight at an additional cost of 400 plus 150 change fee. As soon as I returned on Feb. 28th, I called Continental and was told I could email all documentation and get a refund of his ticket and my change fees. Sent everything required. Then, Continental became United shortly after my request. So, I resubmitted everything to the United email address. Received a canned reply.
Waited 2 weeks, then went to check status on website. Now, there is an "online" form to fill out, which United representative did not tell me. So, I fill out online form, I also fax all required documentation (after trying to get through for days. No reply. I check the status for 2 weeks, still says "pending review" and to call the number although website says 6 days for credit card refunds. I call the number listed... go through the options, say I want refunds, finally get to "refunds" option, it says to go to the website!!!
I resubmit via email and ask for status... again canned reply. No reply. Still "pending review". I send a couple more emails with all documentation, and I fax with a cover letter showing the history that I originally submitted on Feb 28th!!! I ask NICELY for a phone call or email with status... nada. I then send everything; hard copy along with death certificate to the mailing address with proof of delivery. April, I check status AGAIN: Now it says "Error" could not process request. WHAT?!! So, I call United... ask for a reservations agent, tell her the whole story, how frustrated I am.
I need the refund as I have had to move, my husband had no life insurance, and this is putting a great deal of added stress that I don't need while dealing with my husband's death. She says no way to call refunds department... no number. She will not transfer me and will not let me speak to a supervisor. She suggest maybe they never received it. WHAT??? After I emailed at least 6 times, faxed it 3 times, and sent hard copy, that WAS delivered. UNBELIEVABLE. The only thing she will do for me is to resubmit the request. BUT she tells me, it will take 7-10 business days to process. In other words, BACK OF THE LINE FOR YOU (2 months later!!!).
HORRIBLE HORRIBLE HORRIBLE. Seems to me, this may be an intentional circle jerk to keep from refunding tickets due to merger and finances? I will think twice about flying United in the future. Because if things are this screwed up there, what in the world is happening with pilots, and plane maintenance... etc., etc? (Oh yeah, my flight to Hawaii after my husband died was 6 hours late!!!) they did give me a voucher, but I'm afraid to use it. What I really need is my refunds United.
SAN JOSE AND DENVER, CALIFORNIA -- It was a whirlwind 2 day trip from San Jose, CA to Grand Junction, CO via Denver CO. 4 flight segments with my 9 year old daughter who is in a wheel chair. We travel a lot. When we fly, we fly on South West, a fabulously handicap friendly outfit that goes out of their way to make you feel comfortable and help make the hassle of flying as easy as possible. This time we had to go United. Bummer for us. I booked handicap reservations. I called when I booked to let them know I was traveling with a child in a wheel chair, requesting front row for ease of access. I was told 3 weeks prior to departure that they could not help me but I should call 24 hours in advance.
I called 24 hours in advance (10 to be exact). I was told that they couldn't do anything about the seats (row 26) and I needed to handle it at the checking counter. The next morning at the check in counter I was told I should have called, there was nothing they could do about it, the gate would be able to help me. Well... by now you got it. They told me at the gate that the seats were full and they couldn't do anything about it!!! OK... I mentioned there were four flight segments, right?
I threw a fit. I told her to warn the flight crew that they would have a hostile mother on board and that I would make them setup the aisle chair in the plane 4 times if they didn't. The agent, (the same lady at the first counter) beg a passenger in the front row to switch - problem resolved. Ish. I told her thank you and if she could please let the agents know that we had 3 more flights so that we could avoid this mess on the subsequent flights.
PHILADELPHIA -- I live in an apartment building and work full time. I am usually not around when packages are due to be delivered. My last UPS package I received the first attempt notice and responded promptly because I know they will send it back after three attempts and I wanted that package. I initially went online to try to get them to hold it at the UPS store for me, but the location was far from me. Living in the city, I'd have to either pay 8 bucks for public trans and then walk for 15 minutes in a seedy neighborhood or pay roughly 30 dollars round trip for cab fair to and from the Subway, which would have cost me an additional 4 bucks.
My huge complaint is that when I called to ask if they could hold the package at the CLOSEST UPS, the one within 5 minutes of my apartment they rudely refused. Apparently there is no way to get them to save your package at another UPS store. You would think they would at least plug in your zip code and let you pick the closest UPS or automatically do that. I will avoid using UPS again. I would rather miss a deal or not be able to buy something I need than deal with their terrible service.
RE: Customer Service? This was supposed to be a lovely trip to Europe, my Granddaughter's graduation present that she was very excited about. The trip started out in Pittsburgh United Flight #7824 that was to leave at 4:05 p.m., I had to check my carry on at the gangway because it was a small plane and had a full load, we left about 1/2 hour late, upon arrival at Dulles at about 5:05 p.m., we de-planned on the tarmac and were told to wait near the front of the plane for our hand luggage that was checked during boarding.
I told the United rep that I only had a few minutes to make my connection, thinking he would be decent enough to hand me my bag as it was right there, nope! He did however give a mother her stroller so she could walk around the airport for the next hour till she had to catch her flight, nice guy that he was. Well, we missed our flight #918 to London, and were not allowed to go on the next one going out which was boarding at that time, just two gates down, because they could not get our luggage loaded on that plane in that short of a time, but then we all know the luggage was still on flight #918 and on its way to London.
Get this (and please keep this in the back of your mind) YOUR LUGGAGE IS NOT ALLOWED TO FLY WITHOUT YOU! We were sent to the customer service line to get re-booked. They had 3 people on the counter and no less than 200 people in line, needless to say we were going to be there awhile. Would have been but after an hour in line a lady with a medical condition raised cane with someone at United, and they sent two more representatives that took the international passengers to another counter, since there were only about 12 that helped move it along.
Finally it was our turn. We had a very nice agent, she would put us on Virgin Airline flight #56 that was leaving at 11:10, she called Virgin, set it up, asked their people if they saw the reservation on their screen, they did, she gave us tickets and we ran and walked as fast as we could all the way to the other side of the airport to their terminal, I am guessing it took at least a good 20-30 minutes even with moving walkways. When we arrived there, handed our tickets to the agent, he said they had no reservations for us, and would not call United to confirm it, he said our tickets were not valid!
I asked him to call his supervisor, he said he could not do that, that I needed to go back to United, they could not take tickets issued by United for Virgin Airlines. What is this? Is this another new way to anger customers? Well it was back to United... across the airport... found the same agent and told her what they said. She called Virgin, got a "supervisor" told them the problem, this person said we did have reservations and gave us this MAGIC reference number FZK2PP that would apparently get us on the flight, well the clock is ticking, its going on 10:00 p.m. So it's back to Virgin... across the airport.
Agent at the desk said they closed boarding 20 minutes prior to our arrival! I lost it! Told the "supervisor" there, I wanted to talk to her supervisor she said she did not have one to which I replied bull, said I know you have a supervisor and I want to talk to them. Well I got nowhere, did get her name and the other agent and will be sending letters. Anyway it is now going on 11:00 p.m., back to United... want to know how tired and angry I am? Back to the customer service counter, where there was a new agent, I did not get in line which I was told about, and I let her know this was my third trip back and I was not getting in line again.
She booked us on a flight out the next day at 6:10. Since it is now past 1 1:30, trying to find a room for the night is another nightmare. We finally found one that was a $65.00 cab ride away. Thank you United! Since our luggage is off to London and we have no personal items because of all the restrictions we will have to find toothpaste, etc small enough to travel with or else we will have to toss it. Thanks again United! Now we have lost a whole day we had planned in London. We did get the flight but sit on the runway for 2 1/2 hours due to storms in the Atlantic. We finally got to London and guess what, our luggage did not fly with us.
We had to take an hour out to file a lost luggage claim. We called the number for lost luggage as we would be leaving London early the next morning for Paris. They had not located it yet. We made several calls to United's Lost Luggage and to our AAA agent trying to find someone who could give us some definite information as to where our luggage was and when we might get it.
We did not allot time for shopping for clothes and necessities into our schedule and resent very much the amount of time that was taking. We gave United the address where we would be in Paris and the phone number they could reach us at. United had called to tell us they had found our luggage and it would be delivered to hotel in Paris. We were ready to leave Paris and still no luggage. We called United the 15th to be sure they had our address in Barcelona and when we would be there. We need to find a charger for the rental phone as the battery is almost dead and the charger is in our "lost luggage".
It is now seven days and still no luggage! We had to shop for some clothes, still a time consuming and not an easy task. We have been calling United several times a day looking for the luggage, personally I think they are lying when they say they found it and will deliver it to our hotel. We have heard that several times now, but still no luggage! We had a flight to Rome, so there went the shampoo etc. We keep United updated as to where we will be and when we will be there just in case they find the luggage.
We called the travel agent and had her get us a day later departure from London since we lost a whole on the front. We got back to London on the 21st, still no luggage, I haven't been able to use my movie camera, which is one of the most disappointing parts of this trip, since Paris, my charger is in my missing luggage and no one carries them. Left London on the 23rd, got to Dulles, had only about 1 hour to make connection to Pittsburgh, but had to get through customs first. What a zoo that was, a very poorly run operation, you could not put one foot in front of the other, let alone claim your luggage.
Because this airline is not able to schedule connecting flights with enough time between them to get through the customs mess, missed that flight just as many others do. We were put on standby for the 11:00 flight. We did make that. I am never flying United again. By the way I got my luggage during the night of the 25th. The delivery service left it in the garage sometime in the middle of the night. Probably because someone twisted the handle off of it, a brand new suitcase too.
My granddaughter did not get hers until August 14. 2007, 36 days!! Half of her things were soaking wet, including the two new books she had in there. Guess you lied to us when you said our luggage was not allowed to fly without us. Needless to say, I am less than happy with the way we were treated, not only about the 'lost luggage' but the way the delay and booking through Virgin Airlines was handled. That was so unprofessional. I cannot believe that you can accept that kind of business practice much less subject your customers to it.
If the airlines continue to think they can abuse the pubic and their customers like they are now, you are in for a rude awakening. Speaking for myself and my granddaughter we are not flying United or Virgin Airlines for any reason. There are other carriers out there. I incurred expenses totaling $3858.62 all backed up with receipts.