United Airlines Complaint - United Air-Mare - Customer Service
My daughters nightmare began Thursday Jan. 3, 2008. We brought her to the Albany International Airport (NY) to catch a 6am flight back to Reno. She was to arrive at Reno/Tahoe International the same day at 2:58pm. She called me at 9am, and several times after that, saying they hadn’t left yet, and no one was telling them anything. The last time she called me was 1:31 pm, and they were still waiting to take off. They hadn’t offered the passengers anything to eat, drink, no pillows, or blankets.....nothing to make the ridiculous 8 hour delay more comfortable!
The plane finally took off around 2pm, and arrived in Washington (Dulles). After layover there, and arriving at Denver International, way off schedule she missed her original flight to Reno. At one point she was even told they would fly into San Francisco, then to Reno. But she never heard anything about it from then on.
she was rescheduled to arrive in Reno around 10pm, then shortly after told all flights to Reno were canceled. In the midst of all this I had called United Customer Service a few times to find out what was going on and what could be done. As did many of the other passengers. The people I spoke to were
useless at best! I asked for an update, I asked if they could call the airports to get information and was told they could do neither! They could not help me one little bit! How ridiculous to have customer service that can’t help a customer, althoough come to find out, they're CS aren't even in the USA. No surprise there!
At this point my daughter had asked everyone she could what she was supposed to do, they just kept sending her from one desk to another and none of them would help her or had any answers, so by this time she was hysterical beyond consoling so I advised her to go to the United desk and ask for a voucher or something to stay in a hotel. She called back saying they were not accommodating any of the passengers for overnight, and at that point all flights on Friday Jan. 4th to Reno were canceled as well. So that meant she was stranded in Denver for another day. Then they told her she had reached her final destination.
By then I was livid.......got back on the phone with United Customer service and told the man I was speaking to that I was NOT going to hang up, I would call back every five minutes if I had to, and he WAS going to help me find her a flight and a room, and if he was incapable, to let me speak to a manager or a supervisor. He said he would speak to a supervisor and put me on hold. Came back a bit later and asked if I wanted him to make a reservation with US Air for her, leaving at 5:35 Friday morning I said yes, he gave me all the information, told me to have her just go to the US Air desk for her flight in the morning.
She was finally able to convince one of the people at the United desk to give her a hotel room for the night, went to look for her luggage and it was sent to San Francisco. But ok, we figured the worst was behind us. Not even!
She got back to the airport in the morning and went right to the US Air desk as I was told to do, but the confirmation # he gave me was for United, not US Air, so when she went to the US Air desk, she was told she had to go to the United desk, stand in line yet again, get her ticket then back to the US Air, which she did, ran to the gate and was told it was 9 minutes to departure and she was not
allowed to board! This put her as a no show, so she had to sit in Denver all morning as a stand by. She finally got home about 5pm today. As I understand it, there were storms preventing them from flying into Denver last night, but had she not had to sit in Albany for 8 hours first, and missed all her connecting flights she would have had no problem at all.
Everything that transpired and happened to her and all the other passengers in that 36 hr period is an outrage!!
The first lady (CS) I spoke to when all this began, even argued with me the plane had already left the ground, while I had my daughter on my cell phone at the same time saying they still didn’t have any idea when they would take off.
Then another lady (CS) told me she had landed in Reno!
I am totally amazed, that United Airlines operates with such incompetence at the airports, and I don’t care if this sounds prejudiced, or bigoted……….when companies out source to those countries that can barely speak English, for customer service, I don’t want to deal with them. I don’t know much about big business, but common sense says that in order for something to go smoothly, everyone involved needs to be able to work together. The representatives are mindless puppets. They read what’s in front of them and are incapable of dealing with anything off the page. Why outsource at all? There are thousands of people or physically disabled adults out there willing to work from home. Why not hire them!? There’s no overhead, no taxes to deal with accept on their end, sounds pretty simple to me. At least they will be US citizens with more than half a brain!
My daughter will never fly United again. I will pay the extra money for any other airlines, and if I have my way, thru my right to Freedom of Speech, so
will a lot of other people.