RICHMOND, VIRGINIA -- On Friday May 4Th, I caught a red eye from California to Richmond Virginia to attend a very important wedding on May 5Th which started at 4:00 pm. I had a layover in Chicago. When I arrived in Richmond @ approximately 9:30 am, my luggage was not there. I went over to the Baggage Claim office, spoke to a representative who advised me that all she could do is file a complaint and my luggage would be delivered to me once it was located. I insisted that she get in touch with someone as I was due to attend the wedding in a few hours. She called an internal 800 number and spoke to someone who could not verify at the time that my luggage was found.
She gave the baggage claim ticket number to the representative on the other end who told her that once they had not located my luggage and there was a misconnect between flights. She then handed me a piece of paper and told me that I would have to call the 800 listed in a few hours as there was nothing else she could do and she started assisting the next passenger whose luggage was also lost. I could not accept that as I had flown into town strictly for the wedding. She brushed me off and insisted there was absolutely nothing she could do, not even refund me or was willing to attempt to refund my baggage fee of $25.
I sat in the airport in tears not knowing what my next step would be but I knew I could not miss the wedding. I sat in the airport dialing the 800 number back to back just to hear the same recording, that my luggage had not been located!! This caused me a lot of stress and anxiety. I asked the representative in baggage claim if I could have the number she called to contact the person she spoke with and she told me no, it's an internal number and went on to say the next flight into Richmond was not until 3:57 and then after 11:00 pm and "hopefully" my luggage is on one of those flights but there is no guarantee!!!
She didn't seem to understand the urgency of the matter and how limited I was on time. I finally left the airport after almost begging for some assistance. There had to be someone who could tell me that at least my luggage was located... I called the number over and over again and still no one could tell me where my luggage was. I finally got through to a representative she assured me that they had located my luggage but still could not guarantee that my luggage was on its way to Richmond. She stated there is nothing they can tell me until the plane lands and the luggage is scanned off the plane.
My issue was if it was located, someone had to handle my luggage and hand it off to the ramp guy/girl. In my case I felt it should have been treated with more care and urgency and there should be some system in place to flag lost or misconnected luggage. I decided I could not risk missing the wedding and decided I would have to re-shop. I was tired and irritated out shopping again for something to wear to the wedding. I was very upset and did not find anything to replace what was already in my suitcase!! I called the 800 number one last time and asked for a Supervisor. I was told the Supervisor was on another call and would call me back!!
I decided that I would not make it to the wedding and cried for at least an hour because that was my reason for flying into town. I received a call back from a representative at United and was told that my luggage was on the flight due to land at 3:57 pm which gave me a 3 minute window before the wedding started. I was really upset. Once I got to the airport, the President was in town and all movement had ceased. Needless to say I missed the wedding and feel that there is something that should be done for my inconvenience.
I would have at least thought there would be something documented in the data base to waive my baggage fee on my return trip maybe an upgrade to first class, a complimentary glass of wine!! Nothing. I missed one of the most important events that I will ever want to attend and am very disappointed in the way I was handled and my luggage was handled. I never got an apology or anything from anyone who represents United Airlines.
I am still upset about the entire situation and will take further action if necessary. It took a lot of preparation and planning for me to attend this wedding and I also used my PTO from work and because someone misconnected and the way my luggage was handled, I missed it entirely. Emotional distress, anxiety, anger, depression... I missed the wedding!!!
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.
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.
I had the most horrendous experience flying on United from SFO to SNA with my family this weekend. The entire ordeal was like a never-ending chain of terrible service and treatment.
First, we waited in line for electronic check-in. There were literally 2 employees servicing about 12 check-in kiosks, so the wait for us to have someone take our baggage was ridiculously long. The woman at the kiosk next to us literally waited for 15 minutes after she checked-in before someone would come by and grab her bag. Also, I tried printing out my 4 boarding passes and the last one didn't print because the paper was out. I was directed to another machine. It was out of paper as well. Then finally at the third machine my boarding pass printed.
Now, we go off to go through security, and then my dad was told by the United employee manning the security line that he couldn't bring one of our carry-on bags through because it was too big. I said I had measured it and it was 45" all around, like the website stated. I had also carried on the luggage piece on a United flight the day before without any hiccups, not to mention the rest of my family got through the security line right in front of my dad with similar-sized bags!
My dad was asked to stick the luggage into that metal container they used to see whether the carry-on would fit, and it fit! Yet, the employee insisted it was too tall (it fit snugly in the container, it didn't even protrude!) Because we only had 30 minutes or so until our flight departed, we just checked-in our baggage in order to not miss the flight. But give me a break, United! What kind of customer service is that?! My brother thinks there is a conspiracy where United will just do random checks on carry-on baggage to be able to charge those hefty checked baggage fees, and I think he's onto something!
Finally, my family get on the plane, and we are one of the last ones to board due to the aforementioned baggage catastrophe. My dad is trying to stow away one of my carry-on pieces (which he had only been doing for maybe 30 seconds at the time), and a rude United flight attendant going down the aisle says to him, "Put that away now, we need to leave immediately." No "please." No smile. No offer to help.
And no, I'm not alone in thinking that United has the most atrocious customer service. Two ladies seated behind me on the flight were mocking the United employees for their treatment thus far, so I was reassured I wasn't just overreacting. Then, we were delayed while on the plane because one of the lights on the plane wasn't functioning? Right after the flight attendant rudely tells my dad we're leaving immediately?
Seriously, United. I finally know why your tagline is "fly the friendly skies." It's only once we're in flight and don't have to deal with your employees that you're "friendly." On the ground, pre-boarding, and everything else? A complete and utter nightmare.
I hope you go out of business because of the way I was treated… You won't but you should!!! Here's why: Flight from Orlando to Denver to Seattle land in Denver, plane to Seattle (11:30 am) is canceled. Get in line for customer service while on the phone with customer service, "We can't get you a flight until tomorrow morning! Oh wait jk, I guess we can put you on Alaska at 8:15 pm!"
Asked to talk with a manager about compensation for the inconvenience. I was calm and collective, I have 3 witnesses. "We don't have anything to offer you. If I can get your email address we can email you something." "What about a food voucher since we're stuck in this airport for 9 hrs?" "NO." "What about discounted airfare or another route?" "NO." "Who can I call?" "NO ONE. The number we have connects you to India so they won't be able to understand you", says your supervisor at Denver Gate 39. "Sorry supervisor I need to talk with someone else."
A guy comes up and I explain "I have a 6 month old baby at home, I just want to go home. What can you do?" "NOTHING." "OK… Well our friends flew AirTran on the way down and were delayed 2 hrs and received free roundtrip airfare." The guys response, "Pssshhhhhh (shoulder shrug). They'll go out of business if they do that." I explained that they won't because they're attempting to keep their customers happy. Apparently UNITED is such a giant that they think they can treat people like crap!!
Later my mom called and told me to look up the UNITED Breaks Guitars song on youtube and make a video. I looked up, then decided to record the line. I attempted to talk with your supervisor and she then tried to have me arrested for attempting to expose your poor customer service. I deleted the video as requested by the police and your company. I think it's pretty funny that there were 4 police officers in the Denver airport for a 5'3" 120lb female who just had a 6 month old child. I was compliant and polite.
When I spoke with the police the officer actually told me "Don't fly United, they do this a lot." I said "Excuse me, really?" And she said "Yeah, just don't fly United." Another officer came up and said "In the future just don't fly UNITED. They're a private company and think they can treat people anyway they want." I am laughing about it now as I continue to spend my entire Friday in the Denver airport.
I HATE UNITED! This will also be blogged… so I will expose the terrible customer service whether I have your associate on video or not! It will not stop me from making sure people know how you treat people. I tried to be nice, but threatening to arrest me, saying I was harassing her - WOW! What about me the one you screwed over. Thanks a lot UNITED!!! I HATE YOU!
This is generated from a recent troubling experience I had while traveling on your airline. On February 9, 2010, I traveled on flight US7202 from St Louis to San Juan, Puerto Rico. After boarding the plane we were told to expect delays due to weather, which I understand is completely out of human control.
Two and a half hours after boarding the plane we took off to our next destination which was O'Hare, Chicago where we were supposed to take our next flight directly to Puerto Rico but unfortunately we had already missed the flight we were to have been on.
So once again we were delayed and directed to yet another airport Houston Texas. From there we then went on to San Juan Puerto Rico. We were scheduled to arrive at 3:50 pm. Instead we arrived around 11:00 pm and had to find a shuttle to our resort, and pay $75.00 instead of the ride we had prescheduled with the resort. When I reached the baggage claim, I discovered after a forty five minute wait, that my luggage was lost. I immediately contacted baggage claim who told me that I could be sure that my luggage would arrive on the next plane.
I did not receive my bags for a total of three days! I did not have any of my personal things I planned to have until Thursday around two p.m., and that was only after taking two hour to drive to the airport and yet another two hours to drive back to our resort. During the course of the three days without our belongings I spent many hours on the phone trying to figure out where and when my belongings would be back in my possession. My camera was in my bag so therefore I did not get to take any pictures to bring back with me and had to cancel many events and activities we had planned due to improper attire.
Although Continental did offer to compensate me one hundred and twenty five dollars for some of the things I had to buy that absolutely does not compensate for the time we lost dealing with a mistake that should have been corrected within 24 hours of happening. Needless to say one hundred and twenty five dollars comes nowhere near the cost we spent in trying to make up for your airline's mistake. We had to take time to go buy all the things we lost not to mention it was way more than $125.00 and the stress this caused was very high.
Just during that week alone I flew with your airline four times. My boyfriend who was also with me for this trip is a pilot for Surdex and they also use your airline frequently, but after the trouble we had with this flight you can rest assure you will not be receiving a good review from us nor will we ever fly United again. Many items lost during this flight were specific to the dress codes enforced at our resort. Please contact me to discuss the compensation necessary to right this wrong.
On Jan 8, 2010 we missed a flight connection in Chicago. We were rebooked a few hours later and arrived safely in Toronto but none of our six pieces of luggage arrived. On Jan 10th we were told 5 of our luggage pieces were found and they were looking for the 6th. On Jan 11th we were told that they still hadn't found the sixth but would release the 5 they had. Nothing was delivered.
On Jan 12th we were told they were sorry the bags weren't delivered but the 6th bag was found and all would be delivered. Nothing arrived. On Jan 13th we insisted on speaking with a supervisor at United. He said he wasn't at the airport but would ensure a supervisor from the airport called us back to let us know what happened and when we could expect delivery. No call and no bags.
On Jan 14th we called again and were told by a supervisor that he didn't know why were weren't called back or why we were told the 6th bag was found because it was still missing. He said he would investigate why the five bags hadn't been released and would call us back. No call and no bags by 5pm so we called again. They said our bags were already sent and we should have them. We did not have them but in the middle of the night the 5 bags that were located on Jan 10th were finally delivered. The sixth bag was still missing and two wall plaques we had bought in Indonesia were broken when they arrived.
On January 15th (today) we called about the missing bag and the broken items. They told us we could go to the airport to search for the missing bag in some room they have there. We went to the airport and searched the room there. No bag. The room was almost empty and the attendant said to us: "Oh I saw your 5 bags sitting there for a week and felt bad that nobody was picking them up so I finally delivered them."
This was not a case of 5 bags missing for a week. It was a case of five bags sitting in the airport because the airline didn't want to pay the cost of delivering them. Their website says they usually deliver lost bags within 24 hours which is crap. Clearly no supervisor or anyone else ever told this guy to send our bags. It wasn't even a case of overwhelming volumes of lost luggage as we suspected as the room was almost empty and the attendant was very familiar with our 5 bags. United just hopes people will get so frustrated they will come to the airport themselves to pick up the luggage so they don't have to pay delivery costs.
When we discussed the two broken items we were told that they were not responsible for contents (these were simply two wood plaques protected and wrapped). Not really contents but the whole piece of luggage. They told us the person checking us in was supposed to tell us they weren't responsible if it got damaged and have us sign a limited release form.
We wanted to carry these two pieces on the flight as they were only an inch thick and about 10 inches wide and would easily fit in the spot at the front of the plane where people hang suits. Instead of allowing us to do this or telling us that they were not responsible if they were damaged, they said they had to be checked in and assured us they would be safe.
I am hoping that given that they never had me sign this "limited release form" they were speaking of I will have a case for a claim but I suspect I am screwed given the amount of "care" they have demonstrated so far. One last thing. Two different representative told me that because of our issues they would email me a $250 gift certificate I could use against the next flight I book. Neither person actually emailed it. Not a big deal as I will never fly with them again anyway.
United Airlines repeatedly told me misinformation regarding my lost luggage. On December 22nd my daughter and I flew out of Frankfurt Germany on Lufthansa Airlines to Denver, then got on my connecting flight to Los Angeles using United Airlines. Unfortunately my two checked bags didn't make it. I made a delayed baggage report, then went home that night.
I called United's lost baggage assistance at 1-800-221-6903 first thing in the morning. The woman on the phone told me that they had located my luggage in Los Angeles and it just needed to go through customs and it would probably be delivered to me that same day. However, that day went by without a call from them. I called the next day, December 24th. This time I talked to a man. He also told me my luggage was at Los Angeles. I explained to him that all of my family's Christmas presents were in my luggage and the Christmas Eve party was that night. He said he'd put a "priority" on my luggage and that I'd be called within 2 hours to arrange a delivery. No one ever called me.
I called again after the party to complain that my luggage never arrived. This time I talked to a woman who told me my luggage was not in Los Angeles at all, but still in Germany. The first two customer service agents had simply told me falsehoods. She said it would be flown to me right away. I waited a couple of days. Again, no call.
On December 27th at 5pm, five days after my luggage was lost, I called their customer service line again. I spoke to a woman who said my luggage was in Denver and would be flying to Los Angeles on Lufthansa flight 456 and reach LAX at 1PM on December 27th. However, after the conversation I looked up Lufthansa flight 456 and saw that such a flight does not even exist between Denver and LAX. It's a flight between Frankfurt and LAX. It was also the flight that was listed on my delayed baggage report as my original baggage routing. It was the number of the flight that I missed in Frankfurt due to delays. There is no LH 456 flight from Denver to LAX.
Once I discovered that misinformation, I called the customer service line again the same evening and spoke with a man. I told him of the wrong information that had been told to me. He said he would help me. When I told him what the last person had told me, he again said that it was in Denver going on Flight LH 456. Just repeating what I had been told. When I told him that flight didn't exist, he changed his story and said my luggage is in Frankfurt. When I asked him why he originally said it was in Denver then later said Frankfurt, he didn't really have an explanation. I kept asking him "You don't really know where my luggage is. Just tell me the truth. Where is my luggage?" I kept asking him this. It was like pulling teeth to try to get him to tell the truth. Finally he admitted they don't know where my luggage is.
Every person I talked to on their customer service line had told me wrong information. Every single one of them. They all had very strong accents, sounding like they were from India. The calling centers may not even be located here in the US, which is probably why they didn't seem to care.
Will I ever see my luggage again? Even if I do get my luggage back, it is still horrible customer service.
This is what ensured on my United Airlines flight to Portland Oregon from Chicago.
So Scenario 1: My 1st piece of luggage, a small rolling suitcase, is stored in the overhead compartment. My 2nd piece is stored under the seat and there is no more space under the seat. I have a SMALL purse with me that is in my lap. The Stewardess comes by and insists that I put my bag up in the overhead compartment. I try SEVERAL times to politely tell her that I NEED my purse because it has my inhaler, and heart meds, which I need during takeoff.
At this point the stewardess gets even more rude and more insistent no matter how much I explain to her that having these items is VITAL to my health and that if I have an asthma attack I WON'T BE ABLE TO REACH THEM in the overhead compartment... Let me specify that she was NEVER even SLIGHTLY nice from the beginning. The man beside me, bless him, FINALLY suggests that I can put my purse under his seat after almost 3-4 minutes of this. She didn't even suggest that. She just kept pushing me to put my purse, my livelihood up in the top compartment where I can't reach it.
Now, I understand the need for her to have to secure other baggage, but instead of suggesting something else like the man beside me did, she kept trying to jeopardize my health by repetitively insisting I do it HER way instead of suggesting an alternative like the man next to me. To show you that I was NOT being unreasonable or overreacting, BOTH men beside me said that she was being incredibly rude to me, with her attitude, mannerisms and how she handled the situation as soon as she walked away.
Scenario 2: United Airlines seats are even smaller than OTHER airlines seats. Literally. Why is this? Well United airlines as 3 levels of seats (instead of the normal 2 types). The 1st is the economy seats, which is what I was in, the Economy PLUS seats (which is the same size as a NORMAL SEAT ON OTHER AIRLINES and only has 6 extra inches to begin with. 6 extra inches!!! OMG!!! That's sooooooo much space!!!) And a First Class section. So to give you an idea, United basically gives you smaller, smaller than ANY other airlines, hoping that you will upgrade to the Economy Plus for 50 extra dollars.
To explain that I am not joking or exaggerating about the smallness of the seats, either, I am only 5'7” and my legs are hitting the seat in front of me uncomfortably. The man beside me is about 6'3”. His legs are SO LONG that one leg is draped off to one side into the other man's leg room, and one leg is draped into my leg room because he simply can't fit his legs in front of him. I don't blame him. So due to the tiny seats, and lack of leg room, after about 45 minutes after takeoff my legs start to cramp up badly. My circulation goes bad in my legs. I have a heart problem. This is NOT good.
(To briefly explain my heart problem, I have P. O.T. S which is a condition in which something in the brain does not send the right signal to the legs in the veins and they don't pump blood right. Because of this it affects the WHOLE body, my lugs, circulation and particularly by raising my heartbeat whenever I go from sitting to standing, or any kind of posture change.) So already I am having leg problems that are affecting my heart. I attempt to explain this to the stewardess who suggests that I walk around. I explain that it will be worse, my heart beat is already up to 115 bpm (I timed it) and that doing that will make it go up even more if I stand up.
The stewardess is again RUDE no matter how many times I explain to her that I'm in distress and feel like I'm going to pass out. I finally ask to speak to someone higher up than her about getting a larger seat where I can stretch out my legs so that I WILL NOT have to stand up and she tells me to go speak to the head stewardess. After another 3-4 minute exchange and going back and forth (again to prove I'm not exaggerating at all on my claim, the two men beside me encouraged me to go up and say something).
Scenario 3: I go to speak to the head stewardess about this problem. I am in noticeable distress. It is a struggle to breathe. I have my fingers on my THROAT to check my pulse as I talk to her and explain the situation. At this point, I am very irritated at how I was treated. I explain to her the situation. She also suggests I stand and walk around (are these people STUPID?!) I explain that I cannot do this because of my heart problem, and that even right now my heartbeat is up to almost 130 bpm at this point. If I don't sit down somewhere where I can correct my circulation ASAP I am GOING to pass out, and then there might seriously be a medical emergency happening.
Woman explains that she could give me a bigger seat but would have to charge me 50 dollars. I am aghast because here I am HAVING A MEDICAL EMERGENCY and she wants to argue over pricing, and to top it all off, my heart problem is classified as a mild disability so she's basically telling me that even though I could be dying and am mildly disabled, she cannot give me this seat unless I pay 50 dollars right now. WHAT THE IS WRONG WITH THIS SITUATION?? Can anyone else tell me?! (Now, I want to state here and now that I NEVER had an issue with paying the money. The money is nothing, it's only 50 dollars.
I have an ISSUE with how I've been treated up to this point!) I tell the woman that I will pay the money AFTER talking to customer service when I get off the plane. This seems to settle it and she tells me that I can go sit in one of the larger seats. At this point, I am even more angry because the head stewardess LAUGHED AT ME while I was explaining how upset I am by this whole situation. This angers me because while I was visibly upset (wouldn't you be too??) I was NOT rude. Whatever. I go to find my seat...
Now, being a reasonable person I choose the seat closest to my luggage I stored in the above compartment. The closest seat is diagonal to that and is an Emergency Exit seat. Thinking nothing of it, I sit down, am able to stretch my legs while sitting down, and start feeling better almost immediately.
Scenario 4: 20-30 minutes or so later, when I'm feeling better and talking to the guy next to me, the Stewardess pulls me aside to talk to me. In her almost exact words she tells me that where ‘m sitting is illegal due to my disability and that the cops “authorities” are waiting to intercept me at landing. What the heck?! Let me clarify: She does NOT politely tell me that where I'm sitting is illegal due to my disability and ask me to move. She DOES tell me it's illegal and say that she's sending the authorities after me because of it. What the heck?!!
So I move, and I tell her so, to avoid that problem. She says if I want to do that to “avoid” that problem, that is fine. I move my seat from the Emergency Exit to another seat by some nice older ladies. They were awesome.
Scenario 5: 4 cops greet me off the plane. FOUR COPS for a girl who is 5'7” and weighs 115 lbs. If they wanted to intimidate me, THEY WIN, because I'm almost in tears at this point out of anger and the unjust situation. The cops are actually NICER AND MORE UNDERSTANDING THAN THE STEWARDESSES. They even explain to one person from customer service that I had a heart problem and couldn't help moving my seats.
At this point in the time stewardess had reported that I changed seats several times without authority. “WITHOUT THE AUTHORITY?” Hmm… doesn't that sound A LITTLE funny considering the head stewardess TOLD me I could get another seat after I told her I would pay the money but wanted to talk to the Customer Service first?? They finally get me to talk to a woman named **. I am in many many tears at this point. I am extremely upset and very angry. ** is nice and very understanding. ** agrees to give me extra miles for my troubles, but STILL MAKES ME PAY the 50 dollars. Let me explain why I am ANGRY about this, at this point!
Firstly, they are making me pay for a seat when I had a medical emergency. SECOND, I only sat in this seat for half of the flight and had to move. THIRD, they are making me pay for a seat I was HARASSED and THREATENED over. Let me be clear. I don't want the extra miles. In fact, considering United could have KILLED ME (worst case scenario) by refusing to let me move in an emergency and jeopardizing my health, I DON'T EVER WANT TO FLY UNITED AGAIN. All I want is my 50 dollars back for my unjust treatment on their flight.
Instead of treating me like a customer with a health emergency and accommodating my needs I was treated like a criminal. Instead of having EMTs meet me at the exit to make sure I was okay, I had the POLICE meet me at the end of the flight... what's wrong with this situation? I could have DIED!
My wife and I booked flights through Priceline from Syracuse, NY to Minneapolis, Minn. flying the "friendly skies" of United. This was not a pleasure trip. My wife suffers from neurological symptoms that local neurologists could not diagnose. We were able to get her an appointment at the world renowned Mayo Clinic in Rochester, Minn. The clinic called us on a Friday afternoon telling us we had a following Tuesday morning 7am appointment. We would be spending through Thursday my wife receiving multiple tests daily. We could only afford the package we got through Priceline as all other airlines prices were way out of the range of available monies.
We arrived late Monday night and the journey began early Tuesday morning. Our flight back to Syracuse was set for Friday at 6am. Mid-week our medical itinerary was expanded by the clinic to include testing until Friday afternoon at 4:30pm. I spoke with the doctor about our flight and he assured us that the airlines are all very sensitive to the needs of the patients at the clinic and his patients with similar changes in the past have had no problems changing flights with no additional expenses due to unforeseen medical emergencies. Our worries were briefly relieved as he had obviously never dealt with United Airlines.
When I got back to our hotel I immediately contacted reservations and explained in detail our medical situation and need to fly out on Saturday. The reservations representative kept saying over and over again they could not do anything to change our flight back other than book new flights. I explained what the Dr had told us and our medical, and financial limitations. I asked how could they leave us stranded given the facts. I explained I would immediately fax our official medical itinerary and Dr. name and phone number. She just kept giving company apologies and saying they couldn't do anything. I was transferred to a supervisor after 45 minutes on hold.
Mr. Kapil ** was told exactly the same information. He told me to take it to Priceline they could not help me. I begged him to get us on another flight on Saturday but he said he couldn't.... His company United Airlines had no problem being heartless with the idea that my sick wife and myself were left stranded 17 hours from our 4 children. I became frustrated and asked for his supervisor and was told he was as high as my complaining could go! I asked for a customer complaint phone number and was told that complaints were only taken via e-mail.
What a horribly run company. I hope everyone reading this will understand United Airlines does not care one bit about helping passengers seeing how they ignored our needs. Do as we are and never have anything to do with them again and tell everyone who will listen how they are willing to ignore their passengers needs. I did call Priceline and after checking out my situation by contacting the Mayo clinic switched our flights at a cost of $150 per ticket. They said they would like to waive that fee but guess who gets it, yup United Airlines! I will have to deal with them to get a refund. I won't give up trying.