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.
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 neurolical symptons 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 afernoon 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 nite 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 simalar changes in the past have had no problems changing flights with no additional expenses due to unforseen 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 situatuion 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 linitations. I asked how could they leave us stranded given the facts. I explained I would immediately fax our official medical itinarary 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 Walunj 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 ingore their passegers 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.
Dear Friends and fellow consumers,
This review comes to you after 3 months of attempts to get things corrected with both my CC company and the United Airlines.
During a business trip I was in line at the easy check-in machine. During that experience and while speaking to two of my colleges I was given an opportunity to buy a first class upgrade on my return trip. I was flying from Richmond VA to San Francisco CA. It was two hops to get home, one to Chicago, IL the next back home to San Fran's airport.
The first leg was the shorter trip and the offer was for 145 US dollars, I refused and then the next Upgrade appeared to be 147, for which I thought was for the second longer leg. I accepted the offer. The machine printed my tickets and I immediately looked for my first class ticket. Instead I received a bill for and notice that I had upgraded my miles for an additional 4000 + and it cost me 147 US dollars. I went to the counter to explain that I had made a mistake and that I wanted my money back. I was told that I couldn't be helped but that here is a number to call. I had some time so I called to find out there is no refund on award miles. How could this be, I am a frequent flier that already has over 250,000 miles to my name. I tried to escalated only to be treated in a hostile manner and then hung up on. The customer service agent when requesting his ID, told me it was MAN, I hardly believed this to be true.
I called my CC company, Americann Express, that customer service agent told me that it was not in the system so no dispute could be made. I waited patiently for it to appear on my online statement and I disputed it. I called in and explained the above. Later in the month I saw that the dispute was denied, I called again and the American Express person place the dispute again after hearing the tale that you just read. 30 days later I received a notice from AmEx that I would need to place my dispute in writing. I did with 36 hours mailed my written letter to AmEx.
United came back to say that I had used the "Upgrade" on the flight and they would not return the funds. I called back and explained even in the abstract where I did get the miles, with 250,000 in my account, I could easily have used the first 250,00 and not the last 4000 that I was duped into buying.
I have canceled my credit card with AmEx as they did not reach my claim but took United's response at face value. I have ceased to fly UA from this moment forward and think that everyone should be aware of the gouging that United Airlines uses to take money from weary travelers.
Now I am flying AA, lets see if their customer service is geared towards the consumer as well as the bottom line.
June 23, 2009
Chairman and CEO
77 West Wacker Dr.
Chicago, I'll 60601
Dear Mr. Tilton:
I am writing you because I have tried at least a dozen times to find someone at your company to assist me, all to no avail. I have had the worst customer relations experience of my entire life dealing with your organization. Let me quickly relay the facts:
· On May 17, 2009, I took flights 137 and 705.
· On May 17th, you lost my baggage and I filed a report: number M45341
· On May 17th (late that night) you delivered my bag to my home.
· It was left, if a large plastic bag, on my porch. The suitcase was completely destroyed. The contents were heavily soiled and several were damaged beyond repair.
· Your baggage staff had attempted to shove the contents back in and "tape" the bag closed.
· The next day I spoke with Chana Marfil and Rishi of your baggage claim staff.
· They informed me I needed to go to the airport to report the damage, so I went to San Jose Airport that afternoon.
(They told me it didn't matter if I went to SFO or San Jose, so I chose San Jose because it is a little closer to my house).
I arrived at San Jose airport, went wandering through the baggage area to the office, which was closed and locked with the lights off (this was about 3 pm in the afternoon).
· At San Jose Airport, the representative at the check in counter told me it would be months, if ever, before I got any assistance from baggage and my best course of action was to take a $300 travel voucher and her condolences.
· She also told me I could submit receipts for the damaged items to Passenger Refunds-WHQAK at fax # 1-874-844-7173.
· I submitted my information, which included receipts for the damaged items (silk blouses) and drycleaning, the very next day.
· That was over a month ago and I have heard nothing from United.
· I called today and was informed your Customer Service line has been disconnected and I should write or email customer service.
· I emailed customer service on June 10;"Customer Service" emailed me back and told me they had forwarded my problem to the Chicago baggage department. (Sheri Valleri, Customer Relations
Ref #: 8704407C)
I called Chicago baggage department today. They told me they could not help me and I needed to contact baggage at San Francisco. (back to square one).
I work in customer service myself, albeit for a much smaller organization and I would be fired immediately if I offered service that was half as bad as the service provided by United.
I believe your company's customer service is indicative of this day and age when large companies think they can get the ordinary customer to "just go away" if they make the system complicated enough to navigate. I have spoken with ABC 7 On Your Side, a Consumer Affairs Show about my situation. I am also copying my Congresswoman Zoe Lofgren, because I believe our federal representatives have the right to know that your organization (which they regulate) treats consumers so poorly.
I would greatly appreciate your assistance.
I departed AUS on May 30 @ 11:54am on United Flight 7436, had a layover in IAD and arrived in CLT on May 30 @ 6:55pm on United Flight 7115. When I arrived and went to retrieve my checked luggage it was delayed and was scheduled to arrive on the next flight from IAD at 11:30pm on May 30 and was to be delivered to me that night, it did not come Saturday night and when I called the next morning 5/31/09 they said I would receive my baggage between 8:30am and 12:30pm 5/31. At 10:58am I heard a thud at my door and instantly knew it was my luggage. When I answered the door I could hear the person running, but where my door is you cannot see the driveway and my luggage was lying over on its side. I brought it in opened it up and was shocked to find half of my items were missing! Including many clothing items, perfume, jewelry, and sunglasses. Some of those items brand new with tags and receipts in the bag.
I just so happen to have had a Gap Outlet bag in there and I live across the street from Concord Mills Mall, which is the only Gap Outlet in the immediate area. I went to the Gap and informed them of what happened and they had a pile of clothes sitting in their return area behind the register which was the exact items that were missing from my luggage, they pulled the items and used my credit card to pull the receipt and someone had returned them at 2:33pm using my receipt out of my luggage and getting cash, since I paid with my debit card. This is confirmed by the [snip]- Manager on Duty at the Gap Outlet! I am appalled no one will help, even though I have this proof. I feel extremely violated that someone would ransack my luggage steal my items and then proceed to return my merchandise, within hours after my baggage delivery and not one person seems to care.
I have been at the airport United baggage claim office 4 times on 5/31/09 to resolve the problem, which they have been to Executive Delivery Services who actually delivered my bag. Executive Delivery Services made the comment they have an employee receiving many complaints, but waiting to "catch" them, what a perfect opportunity. I was directed by Lisa Cox- United Baggage Claim employee that I would need to go file a report with the Charlotte- Mecklenburg Police Department. Officer [snip] informed me they could not help with the situation and I would need to file a report with the Airport Police Prec. On 5/31 at 9:00 pm I went to the Airport Police Department and she YELLED at me and the United Baggage Claim employee [snip] that they have better things to do than to do deal with this matter, and that I need to contact the Austin, TX police department and which I did and filed a report (Case # 095030579) The officer told me there was nothing they could do really either, because the items and the larceny happened in Charlotte, NC. I would like to get this situation resolved as soon as possible.
I spent 11 hours on 5/31 dealing with this not to mention all the time I am taking making all of these reports. I have filed a report with Channel 9, they have contacted me to run this story and I would prefer to have this resolved. I am willing to go to all lengths for this to be resolved and that person held responsible. I have over 3,000.00 worth of my items missing.
DENVER, COLORADO -- Last March, I bought a ticket to fly from Denver to Ft. Meyers, Florida for Christmas. I booked the ticket on CheapTickets. It included three segments on United (two of which were code-shared with USAir) and one on Continental. My credit card bill showed United billed for the ticket ($592.80), with a separate charge ($4.99) for CheapTickets.
In the months following, I received a few itinerary changes from CheapTickets and United, all for minor time changes for the United flights. One or two involved new flight numbers; each time I called United for new seat assignments. I received an email confirmation of the entire itinerary from United on August 9 and an e-ticket receipt from United for all four flight segments issued on September 21. In October, CheapTickets sent two more change notices for the United flights, with no change to the Continental leg.
On December 18, 48 hours before departure, I received a notice from CheapTickets of another unspecified itinerary change. I immediately called CheapTickets, and after some confusion on their end, they discovered that the Continental flight had been cancelled. CheapTickets contacted the airlines and told me neither Continental nor United would "protect" me, and CheapTickets wouldn't do anything to get me to my destination, either. So two days before my trip -- on one of the busiest travel weekends of the year -- a ticket I'd bought nine months earlier was useless and my trip cancelled.
I spent more than six hours on the phone (mostly on hold) with United, Continental and CheapTickets. I discovered that the Continental flight actually had been cancelled on August 9. Continental claimed they'd notified United at the time. No one could explain why United sent me a written confirmation of the original Continental flight the day it was cancelled and again the following month, or why it took them more than three months to notify me of the cancellation. Continental said they couldn't offer an alternative flight because they no longer served that route. Even though United had issued the ticket, they wouldn't reroute me because the cancelled segment was on Continental. United found flights to get me to my destination, but only if I paid an additional $1600. The only alternative they offered was to refund the price of the original ticket, which I had no choice but to accept.
I was incredibly frustrated and angry. I contacted United's "Customer Care" group about the last minute cancellation notice and United's refusal to reroute me to my destination. The reply was somewhat incoherent, much in broken English, and included an apparent "stock" response to itinerary change complaints. "We do our best to minimize schedule changes but when they do occur, we arrange for your alternate flights as close as possible to your original itinerary. I am sorry your itinerary was not satisfactory for you and look forward to your future travel with United." Since this didn't address my situation, I sent a clarification and received another jumbled response. Finally, I asked to be put in touch with a supervisor. The representative refused, citing "policy reasons beyond our reach."
I contacted United's local office in Denver. Their response addressed the details of my situation and was much more coherent, but they still wouldn't take responsibility. United blamed CheapTickets for not notifying me of the Continental cancellation and said "United could only protect you from Denver to Ft. Meyers on Continental because of the way the fare was calculated point to point. In order to change your routing, this would have required a refund of the original ticket and to start over." I don't understand how United can issue a ticket that includes a segment on another carrier, collect the fare, incorrectly confirm that segment even after its been cancelled, fail to notify the passenger of the itinerary change for more than three months -- yet takes no responsibility to protect the passenger for that itinerary.