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.
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.
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 ** 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.
At approximately 7:15 am on April 20th, my traveling companion and I arrived in Washington DC after a night flight from Phoenix Arizona, expecting to get on a plane to Syracuse NY at 8:20 am. We arrived at the gate well in advance with a boarding pass AND a previously assigned seat. Before that plane started boarding, an announcement was made that the plane was overbooked and those people with seat assignments would be let on first. The man taking the boarding passes told everyone without assigned seats to step aside.
When we handed him the passes he looked up our names on a print out and said, “This is one of the lowest price fares. I am not going to let you use this ticket.” He rudely told us to step aside and proceeded to take the tickets from other customers who were behind us in line. In spite of my continued protests that I had an assigned seat, the United agent continued to ignore me. At this point, I became aware of the fact that we were part of a group of 14 people headed to Syracuse that were involuntarily bumped and were stranded in Washington.
The overbooking was even more outrageous in light of the fact that the plane only held 50 people and this occurred at one of the busiest times of the year – spring break. After wasting over a half hour standing to the side of the boarding area, we were told to go to customer service. At this point there were about 50 people waiting in a line that did not appear to be moving at all with one “customer service” representative at the desk. As the crowd of people became more and more agitated another customer service rep from United arrived on the scene, directing people to a bank of phones and promising to get a supervisor on the scene.
As far as I could see, the supervisor never arrived. I walked over to the phone and followed the directions on the screen. My call was sent to someone in India who proceeded to tell me that I could call the toll free reservation number but that I would have to “go to a phone booth” to do so. This proved to be another act of futility that simply wasted more time. After another hour and a half of waiting in line, I finally got to see a customer service representative. I was never given a written statement describing my rights and the airlines policy on involuntary bumping, as required by federal DOT regulations.
I was informed that the next flight to “anywhere in New York state'” with open seats was on Wednesday. I explained that I work as a teacher in a school with an item in our contract that specifies that no personal time can be used before or after a vacation and that I would lose my pay for those days. It was clear that the United airline personnel couldn't care less even if such a delay led to my death. Throughout this process I was in communication with the other bumped passengers going to Syracuse. They were all told the same thing and when a request was made for bus transportation to Syracuse for the group it was repeatedly denied.
We also told the agents that we would be willing to share a rental car or van and requested a voucher to do so. This request was also denied although one of the agents said that we could send in the receipt for compensation. In short, the response by United Airlines to our plight can best be described by the attitude – “It is not our problem. Don't expect us to do anything about it.” When I requested a full refund for the ticket I was informed that they would only refund the part of the trip from Washington to Syracuse (a ”small amount” to quote the agent).
At this point I decide to save the ticket for a future attempt to receive just compensation, hopefully from someone who was more reasonable and customer friendly than the crew working at Washington/ Dulles. The airline did give us what will most likely prove to be useless vouchers for a future round trip flight. All of the Syracuse passengers, having been given the same lack of service and most being desperate to get back home, decided to rent cars to drive out of Washington. My friend and I shared a car with 3 other people. We rented a Hertz full sized vehicle, one way for a cost of $320 with taxes and a tank of gas.
Our share of the car was $128 plus an additional $10 each in gas. We also had to stop for lunch and dinner where we incurred another additional expense of approximately $60 for the two of us. The trip home was emotionally and physically draining. During the first two hundred miles of the trip we drove thorough blinding rain storms in extremely heavy traffic. We also got stuck in two one hour long traffic jams on Route 81. All of this was undertaken by drivers who had little to no sleep on the plane the previous evening. In light of the evidence that driving while tired is as bad as driving while intoxicated, this was a potentially dangerous situation.
I did not arrive home to Boonville, NY until well after midnight. I went into work the next day after having had only 4 hours sleep in a 48 hour period. On April 20th after about an hour of “wild goose chases” on the phone, (being kept on hold and repeatedly transferred among a multitude of recordings and people) I finally spoke to a woman in headquarters about yesterday's nightmare. She confirmed that there were indeed no flights out until Wednesday and that it is the policy of United NOT to provide any ground transportation regardless of the circumstances.
These agents at the Washington/ Dulles were merely following company policy I asked for a refund for the full price of the ticket, compensation for the portion of the rental car and the expenses of meals on the way back. She called me at home later and stated that United would give me $87 for the last leg of the trip, and payment for my portion of the rental car - $74. If I chose to return the voucher, I would get another $87. This in no way compensated me for the situation described above.
Upon further reflection of this situation I asked myself several questions:
What if I were very elderly, disabled or incapable of driving over 400 miles in horrendous traffic to get home? Would I still be sitting in Washington DC?
Why are the airlines allowed to engage in the deliberately fraudulent practice of selling more tickets than there are seats, leaving passengers stranded for days? If any other business regularly engaged in such practices they would be sued and/or fined.
Why is the federal government continuing with the laissez-faire policy towards airlines in spite of the overwhelming evidence that such an approach is detrimental to the well-being of the American people?
OMAHA, NEBRASKA -- On Christmas day, I learned my Grandfather was gravely I'll and would likely not make it very long. My girlfriend and I immediately searched for an affordable ticket from Los Angles, California, to Omaha, Nebraska. We had never flown with United Airlines before, but after asking around, heard it was a decent airline to fly with. We quickly learned nothing could be further from the truth. To start out with, our flight from Los Angles to Denver on flight 576 to Denver was delayed due to Weather. In no way do I expect United to control the weather, but there was no warning whatsoever.
When we landed in Denver, I had a voicemail telling me that flight 576 was delayed and my connecting flight had been rescheduled for a later flight. However, when I went to look for my original connecting flight, it too had been delayed an hour. Why I would be automatically re-connected without taking account of my connecting flight delay is beyond me, but it would set the tone of things to come. Not only that, we were racing the clock to get to his bedside. When we landed in Omaha on flight 977, our bags were nowhere to be found. We went to the baggage service area and spoke with the gentleman there.
He said our bags were on the plane we were rescheduled for. I explained to him I could not wait an hour for the bags and told him we lived in Sioux City. He said not to worry, someone could deliver them there tomorrow. It was only after I told him that we were actually in a suburb of Sioux City called Sergeant Bluff that he said it would have to be handled by FedEx, but they will still be overnighted and be there tomorrow. He re-assured me this is how it would happen, and gave me a baggage report.
I left and immediately drove the 3 hours north to Brookings, SD where I learned my Grandfather had passed sometime in the last hour, had there been no delay I would have made it. The next day I drove the hundred miles to pick up our bags, but there were no bags. I promptly called 1-800-221-6903 and spoke to an agent there (Did not get his name but it is on my United record).
I asked him if I could just come pick up the luggage, he informed me that it was already given to FedEx and said there was no way the luggage would ever be thereby noon the next day. He then supposedly called FedEx and they not only had the luggage on the truck out for delivery, they were making a special drop for us at 10 PM on 28DEC07. He gave me their tracking numbers. I looked up these tracking numbers, they showed they hadn't even left the airport yet, were scheduled for delivery 02JAN08, and were set for 2ND DAY DELIVERY. Hoping that the special delivery was indeed correct, I put my faith in United again.
10 PM came and left, and no bags. The next morning I called again. The agent informed me that there was no special delivery scheduled and the luggage had been picked up by FedEx for 2nd day delivery at 10:30 PM. This is the only truthful information I have received from United to this day. She then said she was looking at the shipping info and it was on the truck. I asked to speak with her supervisor. Instead of getting him, she also called supposedly called FedEx, and gave me the same answer the agent before had given me with the addition that the bags would be there today between 8 AM and 12 AM.
I again asked for a supervisor, she put me on hold and hung up. I called back and asked another agent for a supervisor. Finally she connected me with a supervisor named **. ** informed me of many interesting things. One of them was that I couldn't count, because even though I told him I had called 3 or 4 times, his system shows that I had only called twice, so I must be exaggerating.
This same system that has lost my bags is now calling me a liar. Another interesting fact was that our bags were going to be FedEx'ed FOR SURE by noon. He also stated that I could only have a $250 vouchers for United. He said it in such a misleading way I had to ask again. I said verbatim 'Did you say two hundred and fifty dollars?', to which he said yes. I then asked the same question again, and he replied yes. I didn't think $250 was enough money since it was both of us without clothes for 3 days so far, and he said either that or our clothes, toiletries, and such would be re-reimbursed by United.
However, my 600 miles in gas due to this incident will not. He would also file a formal complaint on my behalf and send it to corporate. I told him the $250 travel voucher will be fine if that's all there is, and I would look forward to my bags at noon. AGAIN noon goes by and no bags. Again I call the 800 number, this time I get **. ** tells me the same thing I have been hearing the whole time, which is my bags are so close I should just hang up and wait for them. This seems to be the plot of the call every time I talk to someone. I ask to speak to ** again and she puts me on hold. Instead of getting ** like I asked, she calls FedEx for 10 minutes.
She comes back on the line and states that before she gets ** she wants me to know she called FedEx and my bags are on the way. I again told her I wanted to speak to **. She replies that she will go get him but it's not going to matter he isn't going to be able to do anything for me. I will definitely admit it is this point where I started screaming. ** had ABSOLUTELY NO RIGHT to tell me what I wanted or needed to do, it seems as though she didn't even read my notes. After 20 more minutes on hold, she puts me through to **.
At the same time my girlfriend ** is on hold with FedEx. ** said that unfortunately there is nothing they can do. I asked her to call FedEx and ask them if we could just pick up the bags. She said they would need authorization by the baggage department at Omaha to get the order cancelled. Meanwhile, my girlfriend gets an answer from FedEx, who said the order could have easily been cancelled until 10:30 PM last night, because IT WAS JUST SITTING AT THE AIRPORT THE ENTIRE TIME.
** then comes back to me and says she left a VM with the baggage department at Omaha, FedEx cannot give the bags back nor can they overnight them without the baggage departments authorization. So now as it stands, my grandfather's funeral is tomorrow, and my military uniform is at a hub in Omaha. What do you have to say for yourselves? This entire time your company has done nothing but lie to us about where our bags are to cover your own individual agent's asses. If you would have been honest from the very start this could have been avoided and I would have my bags RIGHT NOW.
Instead I have traveled 600 miles, spent the entire time on the phone with your company, and I will now bury my grandfather with no military rights. I don't even have enough money in my pocket to buy clothes FOR THE FUNERAL, so being reimbursed is not an option (Although with your track record so far, I doubt that reimbursement is likely in the end). A $50 travel voucher may as well be nothing, as it isn't cash now and it's barely a dent in the monetary anguish you have cost us.
Your company has taken away something that can never be replaced, and for that not only will I never fly your airline again, I will make it a point to inform EVERYONE I know that you have by far the worst possible customer service and business ethics possible. Although my heart is filled with anger and hatred at your company and the horrible acts you have committed against me, I hope you never have to experience the helplessness felt by burying a loved one during the holidays, only to have your hands tied behind you by a huge unemotional corporate conglomerate.
After sending several e-mails, I was offered a $100 certificate for my next trip! They have got to be kidding. Like I would ever use United again!!! I am very disappointed in your customer service and would like to take this opportunity to tell you why. This is regarding a trip I booked for four persons to Hawaii. I called and placed a reservation for four. I had enough miles to use for three tickets. I paid for the fourth. I confirmed with the agent that I was purchasing all four at that time. I had to pay taxes and such on the ones I was using miles for. I gave him my credit card number and he gave me a confirmation number.
He said it was complete and I would receive the tickets in the mail. Well I received one ticket in the mail. The one I paid $950 for. So I called again to ask where the other tickets were. I was told that the request was never completed. Somehow he managed to get the one I was paying cash for completed but not the other three. And now this agent explains to me that they no longer have seats available for miles tickets on that flight. He also informs me that he can't change the ticket I purchased. So my options are to pay $950 for three more tickets or have the other three people go on a different flight. That does not really sound reasonable to me.
He also told me I could save my miles for future use - because of course they are so easy to use!! I spent two hours on the phone during this call. I took three tickets on a different flight with my miles. I was told they would arrive in the mail. Well I waited a couple weeks and they did not arrive so I called AGAIN. The agent explained to me that my reservation was on hold but it was never completed. How did this happen again?? It seems like people are trying to prohibit me from using these miles. They had no problem with the ticket I paid cash for. Well this time I spent almost three hours on the telephone.
They had to book me on a completely different flight this time. So again it is still one person on one flight and the other three people on another flight. Not exactly ideal for a family vacation. They explained that I may be able to go to the airport and have them switch the tickets but they could not do it over the phone, even though the original tickets were bought over the phone. Well after spending a total of 8 and a half hours on the telephone I received the tickets. Of course they are not for the flight I had initially wanted, because the first person who helped me did not do his job. Then I got to go to the airport so that all four of us could fly together.
This is especially important because we will have to rent cars to and from the airport. We do not live close to the airport. Well I got my kids ready and took them all to the airport. I paid to park and stood waiting for my ticket to be fixed (with my children) for FOUR HOURS!!! And do you know how the ticket was fixed? The agent called the number that I had called and had them fix it. So why could they not just do it for me?
Why did I have to spend four hours in an airport with my children for this?? This is completely and totally ridiculous. Your customer service agents on the telephone were not polite or helpful. Even when it was their fault that things were messed up they insisted they could not fix it. It seems to me that you are trying to make it difficult for customers to redeem miles. It is already hard with blackout dates and limits on each flight. Then to make it worse, people make reservations and you just don't complete them.
That is unbelievable. I am completely dissatisfied with your customer service. There are other airlines for people to choose, and when you do things like this, it encourages them to do so. I booked travel for 4 from Phoenix to Kona roundtrip. I sent a message due to problems we had with booking travel. It was messed up several times. I will copy and paste that at the bottom for your reference. However, I want to share with you what happened on the actual days of travel. It was a NIGHTMARE!!!
Due to all of the problems we had booking the tickets, I took the tickets to my local United counter before the day of travel to make sure that everything was OK and that we were set. I was told that we were. The person acted all helpful and took our tickets and gave us electronic tickets. She sent us on our way telling us we were all set to go. On the day of travel we show up at the airport, thankfully more than 2 hours ahead of time. We try to check in and we are not able to. We are told we do not have tickets. We show them everything we have and explain that we paid for three with miles and one with cash.
We stood there while they called people on the telephone and other associates from other counters to come help. 25 minutes before our flight they manage to get 2 of the tickets straight but not the other two. So they tell us that we should pay for 2 tickets to LA where we have a connection. We are told that everything will be set when we get there and we will have no problem with the connecting flight. At this point we have no choice but to buy 2 more tickets. Our flight is about to leave and if we miss it we also miss the connection. So we buy them.
Well then when we get to LA everything is not OK. We are sent from one line to the next. We are panicking because we have very little time to make our flight and there are no other open flights that day. We already booked hotels and stuff... this is supposed to be our dream vacation in Hawaii. HA!! Finally, we are told that they have located the reservation, but the tickets we have are not any good. We are told that we have to pay for lost tickets and get new ones. This is CRAZY!! We have tickets and did not lose anything. Well this is 30 minutes before departure and we have no choice. There goes several hundred dollars more.
This is the most expensive and stressful free tickets ever! Well then we of course are told that since we paid the lost ticket fee and had them reprint everything, we would not have any problem on departure. Well at this point we did not believe them. So on our last vacation day we had to get up early and make an extra trip to the airport just to make sure our tickets were OK. Then we could leave and come back for our flight that evening. Well it is a good thing that we did. They were not correct. First we are told we have no tickets. Then we are told we go into LA when we are supposed to go into San Fran.
Well, we spent three and a half hours at the airport getting it straight. What a lovely way to end the perfect vacation. I am still VERY angry. This is poor service from start to finish. Not only were our 3 mileage tickets not free, but the hassle was unbelievable. Plus, I paid over $1000 for the fourth ticket. That is $1,000 cash to get poor service. Seems like something is wrong to me.
SAN FRANCISCO, MARYLAND -- I am writing to express my, disappointment, displeasure and disgust with United Airlines at the service and treatment I received on my last flight in the unfriendly skies of United. On Tuesday, April 17th I received a call from UAL reservations telling my originally booked flight for the next day had been canceled—no reason given—and I was booked on a later flight. Fine. Seating assignments were made satisfactorily. When I checked in the agent asked if I wanted to upgrade since I was confirmed upgraded on the return flight. We used 500-mile certificates. Even if I did arrive disappointed two hours later than planned, the flight was uneventful.
On Wednesday, April 25 I checked in at SEA and received my confirmed upgrades for the San Francisco leg and the Baltimore leg using 15,000 miles from my account. The flight was delayed due to weather in SFO but was uneventful as well until we landed. Instead of the customary announcement of passengers continuing on to Baltimore the gate agent informed us that the flight had been canceled and we needed to see the service center about rebooking. The lines at the center snaked back down the terminal and were not moving. After waiting in line for a half hour and making little progress I attempted to reach the Premier Reservations by cell phone.
The first agent I reached was so heavily accented and the connection so poor I could hardly understand or hear him. He did manage to explain some options to him but I decide it would be best to try another agent since I did not trust he knew what he was doing. The second agent was better and the connection better but I could not convince him I was in San Francisco and not in Seattle and I did not want to go to Dulles Airport. On to the third agent who did manage to finally give me some options that included a 6:12 am flight the next morning. I asked about the confirmed upgrade, he didn't know, I asked about lodging and he referred me to the service center.
I then attempted to reach customer service via the number given by the agent and wound up in endless loops that took me back to reservations and the automated system. By repeating “agent” to every automatic question I would talk to someone who would forward me on—back to reservations. This went on for 20 minutes before I gave up in disgust. By now I had deplaned over an hour and half ago. I decided to go to Premier ticket counter to see if there was a shorter line. The line was shorter but due to handling similar problems it was over a half hour before an agent was available to talk to.
My seatmate, who was in a wheel chair, had been at the counter the entire time and said she had waited 30 minutes for the agent to come back with hotel information for her. Another passenger on the same flight gave up in disgust, booked a flight on American Airlines via cell phone, and left. The agent behind the counter was polite and understanding but was at the end of her shift. It took her almost a half-hour to sort the mess out and get me boarding passes for the next morning. I asked about the confirmed upgrade I held and she told me none were available (my seatmate got hers but then United is a class driven carrier) but that I would be wait listed.
Now I am really disappointed with the way UAL was treating customers. So I asked about a lodging and agent was able to make a reservation for me and gave me a $10 voucher for dinner. Yes, ten whole dollars for dinner. How generous. The hotel I was booked into was a Red Roof Inn, barely one star hotel, but at least it was clean. I did not arrive at the hotel until after 5:45, almost six hours after I had deplaned.
The next morning when I arrived at the airport at 5:00 am for my flight I was told that I was so far down the upgrade list that I would not receive it out of San Francisco in spite of having been charge mileage and held a confirmed upgrade on the original flight. Still disappointed and displeased I went to the gate only to find out that I had been placed in the center seat of a B-777. At least it was the front exit row. Now I am really starting to get disgusted with UAL's treatment.
When I arrived in Chicago I did receive the upgrade for the flight home. But wait! We are not done with the disgust. When I arrived home I checked my Mileage Plus account a couple of days later only to find out that I had been charged an extra 15,000 miles for the Chicago to Baltimore leg. What a bloody rip for an upgraded bag of pretzels and drink served in a glass instead of styro-foam!
For the really disgusting part of the whole episode my hotel voucher and ten-dollar meal voucher (yes, I said ten dollars for dinner again) listed the cause of cancellation as “mechanical.” It was the same plane we had just flown in on from Seattle! I am suspecting now that the mechanical failure was made up to justify canceling the flight since none of the crew seemed aware of the problem until the gate agent made the announcement.
If this is the way United treats its loyal customers I hate to think how others are treated. Again I am disappointed, displeased, and disgusted with this kind of treatment and I remind you that as your flight attendants say at the end of every flight: “there is a choice in air carriers.” I have always believed in loyalty to a business but United's indifference to customers and poor customer service is making me re-evaluate my commitment.
Now, what is United going to do about this? Honor its commitment to customer service listed on the webpage? Refund the extra 15,000 miles taken out of my account for the upgrade I had already paid for would be the least I would expect. What else can United do to make up for this grievous betrayal of customer loyalty? After over 18 years of flying UAL almost exclusively and logging some 630,000 miles I am now seriously considering alternative carriers. South West Airlines did just open a new terminal at BWI, my preferred airport and I have heard lots of positives about flying South West.
CHICAGO, ILLINOIS -- This past summer I went from vancouver to la to chicago (my home destination. I had a bad connection at la to chicago due to a late flight by the vancouver to la airline company. Not united. Now let me state a few facts. I am a cardiac patient so I have to rest every now and then while walking long distances, especially between gates. Anyway, I thought I was late arriving at my gate to chicago. But in reality had plenty of time. United kept paging me to pick up a courtesy phone in the terminal. I couldn't find one.
So I walked as fast as I could to the chicago bound gate. By the time I reached the gate I was panting and puffing enough to cause another grabber. Showed the agent my ticket and went up the ramp. I was stopped by (2) airline personnel and was told that I would have to "gate check" one of my (2) carry-ons. (You are allowed 2 if one is a computer bag or smaller). I said I cannot gate check this bag because it contains all of my company's electronic equipment worth thousands of dollars. Bad friggin' mistake! The personnel said it needed to be checked because the flight is totally full and all space is taken in the bins. I stated my position again. They stated theirs.
It happened a 3rd time... they however assured me that my bag would be waiting at the carousel with all my other luggage. Needless to say when I got to the carousel, my (2) other luggage bags weren't there either or my promised ramp checked carry on. Now these baggage people know that if you carry on a bag, there must be something valuable in there. Well there was... cameras, lenses, memory cards, internet gizmos, laptop, etc., etc... everything was electronics to the tune of $5,300.00 value.
I filed the claim and because this was considered an international flight, airlines only need to pay pennies on the dollar up to about 30% maximum. If it is a domestic flight, they pay up to $3,500 based on your claim. So what did I learn on this trip?
Airlines are allowed to pay less in lost claims if it's an international flight.
Always, ask for your ramp checked bag on the ramp. Don't leave without it.
Never agree to picking up your ramp check bag at the carousel.
File claims for lost luggage asap with the carousel agent or your claim will be denied.
Save receipts for electronic equipment you buy.
Never ever fly united or their affiliates.
A message to all the united thieves... you guys are pathetic. You think that all the luggage flowing through your hands is your own personal shopping mall. You thieves are hard to catch because the luggage in your hand could be considered part of your job duties even though you are stealing it. Someday, hopefully you will get caught and lose your job.
But I hope it's when you are in your upper 50's close to retirement so you have to struggle with paying high cobra health insurance and have 5 years left on your house and lose it because you cannot pay your bills. Yes, I am bitter for all the headaches you gave me... but you have fun while you can. Technology will change to catch you.