United Airlines Complaint - United Customer Non-Service
PORTLAND, MAINE -- United Airlines lost our luggage on a recent trip. Although the flight was a non-stop, it simply didn't make the plane. When we arrived at our destination, the lost luggage clerk politely filled out the forms, found our bag in the database and promised prompt delivery at our hotel. We were told to call their toll free number to check on the bag's status later in day.
Then the nightmare began. The offshore customer service representatives could not find our bag and had repeated communications issues. We tried in vain to get them to understand the difference between the Hotel X in Bar Harbor Maine where we were staying and the Hotel Bar X in Harbor Maine where they wanted to send our bag. The customer service representative never got one thing right. Period. I asked a number of times to talk to a supervisor and the representatives refused to transfer me. It was as if the representatives had been trained on how to "slow roll" customers.
Long story short, our bag arrived AFTER we left for home despite a promise from United that they would reroute the bag and send if back to our home. Fortunately, we had arranged with the hotel to accept the bag and ship it to us at our expense. United's Lost Baggage Customer Service is absolutely inept and incompetent. They never got one thing right. Upon return, we attempted to file a complaint with United and attempted to get reimbursed for the purchase of personal items needed during the trip and the cost of shipping the bag. They totally blew us off.
If you have an option, do not fly United. They are not the friendly skies anymore. I've been a loyal United customer but no longer. If you must fly United do not check baggage. If you must check baggage, expect it to be lost (on my last three flights, they've lost at least one of our bags twice)! If your bag is lost expect an unbelievably frustrating and fruitless experience with their off-shore customer service.