United Airlines Complaint - Worst Airlines
RENO, NEVADA -- TO:
The complaints department
This is a complaint regarding our holiday travel this year which turned into a nightmare for us due to the following actions taken by your airline throughout our journey. Hope you will take appropriate actions after verifying the details I am providing here.
Our family i.e. the following passengers
1. Sunil Hiremath
2. Barnali Hiremath
3. Neel Gupta a seven year old child
was booked on United Airlines flight UA 573 from Reno to San Francisco on 19th December 2008 with departure time 6:20 AM with a connecting flight by Cathay Pacific from San Francisco to Hong Kong flight # CX 879 departure at 12:05 PM the same day with another connecting flight from Hong Kong to Bangalore ON CX 6710 leaving Hong Kong on the 20th December.
Your flight UA 573 got cancelled on the 19th of December 2008 morning. Other airline flights were departing around that time. We called your airlines at 3:00 AM when we got the news of the cancellation on the internet and requested that we be accommodated in the 9AM flight from Reno to San Francisco on the 19th because of the connecting international flight we had to catch.
We were informed that there was no way we could be accommodated in that flight because it was full. When we asked what we could do because obviously we were going to miss the CX 879 flight out of San Francisco and be no showed on that flight, a Manager from United who appeared to be very helpful on the phone said she was offering us an alternate routing through Chicago via American Airlines flight AA 1750 from Reno to Chicago leaving Reno at 1:15 PM United Airlines flight 938 leaving Chicago at 9:05 PM to London and subsequently British Airways flight 119 from London to Bangalore which would let us arrive in Bangalore on the same day i.e. early 21st December morning. We did have onward reservations out of Bangalore on 21st December evening.
We accepted the alternate routing and she gave us confirmation numbers on
1. American Airlines out of Reno # CTXPKA
2. British Airways flight 4YZ0TI
She asked us to get FIM from the United Airlines counter in Reno to travel on the AA1750 flight.
We were OK with the alternate routing and presented ourselves at the UA counter in Reno on the 19th of December at 11:15 AM. We were at that time informed that your agent might have made a mistake by rerouting us through Chicago.
We presented our confirmation numbers and said that we had accepted that rerouting.
Finally a FIM was given by United Airlines and our bags (three in number) were checked in all the way to Bangalore at the Reno American Airlines counter.
We boarded AA1750 from Reno and reached Chicago. We presented our so called pass PNR: LZ1H06 to the UA counter in Chicago.
At that time the worse nightmare started. We were informed by the agent in the UA counter at Chicago that we were absolutely not allowed to board UA 938 from Chicago to London because our original ticket was from San Francisco and the agent who had rerouted us with all those confirmation numbers had made a mistake, and we HAD to travel via the west coast because our original ticket was via San Francisco and it was “ILLEGAL ROUTE” to travel via the European route.
When we informed the UA agent that our bags were already on their way to Bangalore on the BA flight he said he could not help that.
So, we were not allowed to go to London because of the so called “callous mistake” of your Manager who rerouted us and we were put up in a hotel in Chicago that night. Incidentally your staff in Chicago was extremely rude and did not care that we were traveling with a seven year old child. All they kept repeating was it was absolutely illegal of that Manager to have rerouted us through that route. So in your airline the left hand does not know what the right hand is doing. We got no apologies from anybody.
Next day morning we were sent back to San Francisco from Chicago on UA flight 885 (on the 20th of December). So we came all the way back to San Francisco and a day had been lost on which we could be working instead of going through the whims and fancies of your agents.
We boarded Cathay Pacific flight CX 879 on the 20th of December, reached Hong Kong and boarded KA 152 ( Cathay Pacific) from Hong Kong to Bangalore on the 21st of December and finally reached Bangalore on the 22nd of December 4:00 AM after an extra 24 hours of fruitless traveling as mentioned above .
When we reached Bangalore we only had handbags and none of our luggage checked in by the original UA/British Airways rerouting had reached. We had no clothes, no basic necessities traveling with a seven year old child. We had to cancel our outgoing reservations out of Bangalore that day and checked into a hotel while we had to buy everything from scratch including clothes and all basic necessities.
We were told our bags should be retrieved in 24 to 48 hours. After 48 hours we had to leave Bangalore on our onward journey in India with no luggage. The first bag was located in London and delivered after 96 hours. The other two bags were not located for a while and subsequently found in Chicago.
Those were delivered in Bangalore on the 30th December after 9 days. My husband had to come back to Bangalore to collect those bags, disrupting every aspect of our travel schedule.
Now, for the crowning glory of this trip. We had our return reservation by Cathay Pacific flight CX 752 on the 10th January 2009 from New Delhi to Hong Kong, CX 870 from Hong Kong to San Francisco and UA 6588 on the 11th of January 2009 from San Francisco to Reno.
When we called Cathay Pacific agents to reconfirm our return we were told our return reservation no longer existed because of no show on our starting flight on CX879 on the 19th of December 2008.
When we told the runaround we were given by United Airlines and the whole story we were informed that UA should have informed Cathay about the cancellation of flight UA 573 on the 19th which you did not and hence the Cathay system promptly no showed us on the 19th and automatically cancelled our return reservation
It sounds like a story of nightmarish proportions but after umpteen phone calls we were reinstated on our return flight on the 10th of January out of New Delhi.
So the outcome of all the mismanagement by your agent was:
1. Loss of wages on the 19th of December and unnecessarily being shunted to Chicago with promise of rerouting only to be refused embarkation in the UA flight from Chicago to London
2. The three checked in pieces of luggage going in different directions with one being tracked in London and the two others 10 days later being tracked in Chicago.
3. Hotel expenses, clothes, travel and every other expense while waiting for the bags to be tracked and sent to us which was done 10 days later in Bangalore even though our return flight was out of New Delhi.
4. Automatic cancellation of the return on Cathay because of the initial no shows on Cathay because of the UA 573 cancellation on the 19th of December.
5. Extreme physical and mental anguish on a vacation with a seven year old child because of multiple mistakes by YOUR AGENTS.
I hope you will check the details and get back to me with appropriate compensation.
Our whole family vacation has been ruined and I am still suffering nightmares about rerouting flights and not being allowed to board.
I also hope you will take action against the Manager who “WRONGFULLY” offered us the initial rerouting with the confirmation numbers AA CTXPKA and on BA 4YZ0TI
I will be awaiting a prompt response from you.
Barnali Hiremath MD