United Airlines Complaint - Lost Luggage/Poor customer service
FAYETTEVILLE, NORTH CAROLINA -- I must express my dis-satisfaction with United airlines, the customer service department and the baggage claim department. As a consumer and passenger of United Airlines, no person(s) should have to endure the turmoil and frustration that I have had to endure over the past 6 days. I was visiting relatives and attending my sister's wedding in Chicago IL. My flight departed Fayetteville, NC at approx 11am. It is at this point that my bags are checked in and shipped to my final destination of Chicago Midway. Upon my arrival into Charlotte, NC I was notified that there would be a 2hr delay with my connecting flight to Washington DC Dulles Airport and that I should report to a United ticket agent to rebook a connecting flight into Chicago Midway. The plane departed Charlotte and arrived at Washington DC approximately 5:45. After standing in line for approximately 1 1/2 hours to speak with a ticket agent, the agent notified me that there was nothing that they could do for me except refer me to the customer service department which had a line with approximately 150 passengers or I could utilize the customer service phones located along the walls. After holding for approximately 30 mins, a representative picked up and informed me that I should report back to the ticket agent and ask that I be placed in a stand-by slot to Chicago. Again, after standing in line for approximately another 45 mins, the agent refused to place me on standy-by status because "there are 160+ passengers on stand-by already, therefore I must report to the customer service desk for help." After standing in the customer service line until 12:15am (approximately 4 hours) the customer service manager notified everyone that was standing in line that customer service is now closed and that we should try again tomorrow morning at 5:30am. (WHY WOULD YOU CLOSE IF YOU HAVE PASSENGERS WAITING IN LINE AND MOST HAVE ALREADY WAITED FOR HOURS!) She also named a few flights that had mechanical problems and provided hotel coupons to those affected, all others including myself and my children were left with no choice but to spend the night in the airport. It is at this point that I am very hungry and frustrated and all restaurants are now closed. At 5:30 am, I am one of the first in line and given a boarding pass for the next flight to Chicago. Upon my arrival to Chicago on July 1 at 11am, I noticed that my luggage was not there. I was notified that my baggage which consisted of 6 bags was at Ohare Airport and will be delivered between 2pm and 6pm. After waiting and waiting until 10pm, I attempted to contact the 800 number that was provided to me (800-221-6903)(THIS NUMBER IS TOTALLY USELESS!) the estimated wait time to speak to a representative was 121 minutes. The person who delivered the bags called my mother's residence and informed us that he would be delivering the bags between 10am and noon but the luggage did not arrive until July 2 at approximately 4pm however there were only 4 bags and my luggage was not included in the 4 bags therefore I could not participate in the wedding that was scheduled to begin at 6pm. After jumping in the car and riding to Midway airport to find the missing bags, your representative #### (also the same person who originally filed the claim) notified me that Ohare failed to see the other 2 ticket numbers on the claim and that the bags would arrive that night. At approximately 8pm, I attempted to call the baggage claim again and the wait time was approximately 39 minutes. After holding for 39 mins, I was finally able to speak with a live person who informed me that the bags would be delivered between 6pm and 2:30am on July 3. These bags finally arrived July 4 at 12pm. (much of the vacation was spent waiting for our luggage to be delivered) We were scheduled to depart Chicago on July 5 therefore my entire vacation was spent without clothing and other necessary items. I had to result in spending unwanted funds on toiletries and clothing for myself and my children. To make matters worst, I also went through the same turmoil with my departing flight which was also delayed causing me to spend yet another night in the airport and my baggage was lost when I arrived back home to Fayetteville,NC. Those bags were delivered to me within 6 hours. This airline has caused me much frustration with my 5 day vacation which was involuntarily extended to 6 days causing me to miss a day of work as I was scheduled to report back to work on July 6 however I arrived back into Fayetteville on July 6 at 12pm. 4 of those days were spent without luggage while 2 was spent sleeping in an airport and I was forced to miss the main event that I was attending which is my sister's wedding. No airport meal vouchers were provided to us because they apply only to those affected by "mechanical problems." and I was shifted from one airport to another. I will never flight United ever again! To anyone reading this, please read the reviews provided by us consumers because we are telling you the truth, beware or fly United at your own risk!