United Airlines Complaint - United Sucks!
After sending several e-mails (copied two below) 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. Some how 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. Their 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 their 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 their 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 their are not other open flights that day. We already booked hotels and stuff... This is suppose 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. Their 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 suppose 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.