United Airlines Complaint - "You Can't Trust United Airlines' Word"
If you go by our experience, you cannot trust anything United Airlines tells you, unless it is to their advantage!
We were told by three different representatives that we could take a two day stopover in Frankfurt on our one-way flight. They even sent us a printed itinerary which the representative gave us 24 hours to confirm. We got all excited and researched what we could do, almost made hotel reservations, etc. etc.
When we called back the next day to confirm it, the representative told us that the policy is that you do not get a stopover on a one way flight. Talking to her supervisor for over an hour, he repeatedly did not take any responsibility for his three representative's incompetence in not knowing what the United policy is and his "I do apologize" sounded like it was read directly from a script, in a monotone voice. It would be better to have no apology than one that sounds so insincere.
RJ even agreed, when I asked him, that he was saying that when his company makes a mistake the customer is responsible to pay for it. What happened to the days when if a business offered the wrong price or similar to a customer, they were supposed to have the integrity to accept responsibility and give what was offered?
When we read him the United statement on their website which states that they treat their customers with honesty and integrity and seek their satisfaction, he finally agreed to give us what was promised to us but warned us that the partner airline may kick us off the flight from Frankfurt. Needing to check our schedule, we said we would call back and confirm it. He made it clear that when we called back we could get this already-made reservation confirmed.
But once again, we could not trust their word because when we called back we started back at square one, in spite of RJ's word that we could do this, with the representative (who gave us the reservation in the first place) telling us that it was not valid. She told us that the computer would not permit her to make the reservation, but by that time we couldn't believe anything they told us. I am almost positive that the supervisor could have overridden that.
Tired of several hours of hassle to get them to keep their word, we gave up our hopes of the stopover. We ended our conversation feeling like we had been talking to a brick wall.
We were offered a small compensation but I wonder if the cost of the manpower used to argue against giving us what three of their representatives arranged for us didn't cost more than just following through on their reservation would have cost them.
It also cost them some business, and the former good reputation they had in our and our friends' eyes.