HOUSTON, TEXAS -- Me and my wife's vacation was largely ruined by the aggravation and inconvenience, the lack of true customer service United Airlines caused on a planned trip to Burlington Vermont. The flights were overbooked to start as we received notice the night before when doing on-line check in. We checked our bags at the counter at MCO. Unproblematic flight. The nightmare begins in Newark. We get a text message to contact an agent when we disembark from the plane as UA4894 was canceled by air traffic control.
Problem is, no one was there to deal with passengers, the few agents manning the whole terminal were facing long lines and many many counters were simply empty. Telling folks to contact an agent but not having nearly enough agents is just the start of this saga. The next text we get is to tell us we are rebooked for Saturday morning leaving at 930 am which is two days later. My wife gets in line at what seems to be a “service counter” which has 5 or 6 stations but only two agents, and in excess of 50 people in line which is not moving at all.
I call UA while my wife is in line and it is virtually impossible to get a person. This is part of the grand design, as this theme will repeat over and over again. My wife never does get through the line, but after 49 minutes per my cell phone records, I got through the endless wait time for an agent on the phone and started considering an alternate flight with a partner that would have put us in BTV around 1130 pm after flying via Washington D.C. No help form the automated kiosk for rerouting which is only telling us the Saturday flight is our only option.
However, in the meanwhile due to nearly 30 passengers being in line, my wife and I learn UA agent is offering a bus to transport to BTV (6 hour ride) but it would get us to BTV by around 800 pm. Several individuals including us asked about the baggage (my medication unfortunately was in my checked baggage).
The agents actually refused to release our baggage, offering some assurances or promises that while there was no room for us on a 500 pm flight (still not sure why our flight could not just take off later as other planes were leaving all day long), but there was room for our baggage and it would be there before our bus would arrive and we would just have to claim it. That would be the first of multiple lies. To be fair, it seems different things were told to different people at different times, with some being told they had no idea when baggage would arrive and it could well be Saturday or Sunday.
We were in the group that was refused luggage release and assured the bags would be there. This was important to me due to my medication. Well, if things went according to promises there would be no letter. We would just lose the half day and suffer the fatigue of the bus trip. Evidently the gate agents there at BTV had no idea nearly thirty people would be showing up, betraying poor organization and communication and a careless disregard for traveling passengers. They had no idea what promises were or were not made about the baggage and there were some unhappy campers arriving late and tired at BTV. We were given claim forms to file.
Our two bags got put under my wife's name and given a file number (see above). The folks at BTV could provide no information or estimate on bag arrival. We were told by the UA agent/employee/representative to contact the baggage resolution center, but to do this as soon as we could get Houston and “before the phones get turned over to India”. What an ominous warning and admission of the deliberately negligent and insufficient service delivered by UA. No such luck for us. It was immediately apparent we had India.
After multiple repetitions of the issues and even 4 or 5 tries with the file number with someone who could not understand English I requested a supervisor... lots of resistance to that, told they did not know when or if our luggage would arrive, or where it was despite my explaining this was critical to me due to the medication. Put on hold for a supervisor... 11 minutes on hold then the call was disconnected, I redialed, tried again placed on hold again for supervisor, this time 14 minutes on hold with no supervisor – exhausted, I tried calling the Houston number which is provided as a second number on the file form… no luck, obviously India again.
Sent online forms using UA system for baggage problems and due to my concern about being without meds also the personal injury claim online... so, that system is nothing but a mirage. The only thing worse than not providing customer service is making pretend you do. My vacation is now running into day two trying to get a guess of when I can get my clothes supplies and medicine. We already miss one dinner, and I spend 38 minutes Friday morning finally getting a supervisor.
Supervisor seems more understanding of the urgency of getting an answer on luggage delivery but cannot explain the initial lie, or why a second bus could not have taken the luggage, or the same bus could not have made a second trip to Vermont with a fresh driver. Supervisor tries to call Newark to find out if sending a bus with the luggage is possible, but (scroll back to how many people are actually there to make pretend customer service is important)... cant get anyone in Newark despite a long hold. We get authorization to buy some clothes, I ask for at least $150 each which he “approves”.
We cancel plans for the rest of the morning (it is now Friday around 1100 pm) and are now in the second long day in our clothing (all my clothes were in my bag along with some of my wife's as I was carrying business papers a laptop and photography equipment in my carry-ons). My wife had no carry-ons either as she does not want to lug anything. Her things are split between her checked bag and mine.
Both of us are in light casual Florida summer wear and we head off to get replace Vermont rainy cold weather clothes and shoes / some supplies we had packed in our baggage which still has no known time for delivery (We were told there were no Newark Flights to VT till Saturday) but no assurance it would be on that flight. Also told we were misinformed that Houston handles any baggage claim service, and that they (India) are the only providers or people to talk to.
I had my doubts since the small flights had been overbooked and there was no apparent room on the 500 pm flight 6/12/14. My faith and belief of anything emanating out of UA is fading and my wife complaining she would never fly UA again. Not a great start to vacation.
At the hotel lobby we get some info on where to get some clothing and told that the same thing happened to the hotel clerk and this apparently happened to a number of her friends – getting bused and no luggage sent with them. We call relatives in the area and one took a taxi on a return trip from Houston and her husband delayed for 10 hours on return from California. This was just the beginning of countless UA BTV nightmares we collected.
Get to the mall to get at least some clothes. We are now soaked in our 2 day Florida clothes. I am not a big clothes shopper, but it becomes quickly clear to me shoes suitable for the planned activities, dinner clothes, and other items are going to be a lot more than $150 each, never mind women's clothes, shoes and wife's needs. Search the UA baggage claim thing on the internet for the phone number and baggage policy limit which is $3500. I try to call Baggage claim, obviously India again. Have real trouble communicating.
I told her we were coming from Newark to BTV, then she would ask where were you coming from. Either not listening or not comprehending. She refuses to speak with me or help me, claiming she cannot find my file without my file number (a lie) and that without the file number she cannot let me talk to a supervisor (another lie, and not impossible, its either a policy or wanton obstruction).
Cannot tell me what baggage claim rights I have, a number of someone at UA to complain to, a legal department number, a complaint department number, or confirm that the baggage claim limit listed on the baggage claim website is accurate or pertains. Thus the baggage claim department cannot state or confirm baggage claim rights, rules or responsibilities.
I am continuing to be upset now since there is nothing but poor baggage claim service and deliberate obstruction in trying to get to superiors who might be able to understand English or are empowered to do anything, Its now well into Friday afternoon and we are not starting any of our “vacation”. The mall does not have anything my size (I am 2xl to 3xl) but my wife finds a few things, so we head downtown to see if we can find shoes/sneakers other needs and eventually pick up what we need before making a final stop to get some toiletries before heading to the hotel to change. We get a call on the way to the hotel that someone is delivering our baggage.
Would have been nice to know that before we spent the day running around for clothes and supplies, but I think at least don't have to stop at a pharmacy to see if I can get meds before my doctors office closes on Friday. Wrong. Wife's bag is there, but only has some of her stuff, as the rest is in my bag, and worse for me, my meds are in my bag. There is no way to call UA in BTV, in fact I learn there are no phone numbers on the internet for any UA local gates – it all goes to the 1800 system.
In short to ask if my bag got left behind in BTV while my wife's was delivered, I have to call, gulp, India again???, And India seems to have no more luck getting a hold of any UA agents at the airports than I do. This time I desperately try to get an agent and make it through to someone in the U.S. Express my gratitude for that and she seems to understand why I refuse to let her transfer me back to baggage claim in India.
She learns my bag is still in Newark and that in fact an error was made at MCO where my bag claim number was assigned to my wife's bag and her bag claim number to mine (a homeland security issue when you can't even get the bags to match up right with the passengers – careless at least) and that my bag as of Friday night when we got back to the hotel was still in Newark. She could find out exactly where it was by calling the million miles phone line. Evidently that can be done, but not by the terribly useless baggage claim service which after lots of time could tell me nothing. She could not tell me when it would be delivered.
Saturday morning still no luck with getting answers from India baggage claim “service”. Supervisor unavailable. They can't confirm the information I was provided the prior night. After holding for supervisor, told again no supervisor available. They promise supervisor will call me back, take all my contact numbers. That was another lie, NEVER got a call from a supervisor.
It's the stuff Saturday Night Live parodies are made of: Hang ups while on hold for supervisors, endless holds for supervisors, lies that supervisors will call back, internet forms to fill out that are never answered, no phone numbers for local airport UA, computer phone menus that only send you back to India, refusals of requests to speak to a department in the US or a department that can handle customer complaints, and lies about what your system can and can't tell you (such as actually knowing where the bag is; being able to look up my account without the file number), and lies that there is even another bag claim service in the US.
Without my medication I really had to limit my food intake and activities we spent the day Saturday hiking, and attending commitments since at least now we had clothes and apparel appropriate for activities. I again don't have my claim number with me but anxious about my medications and trying to determine if I need to go to a local ER or physician for an emergency supply of meds I call the dreaded baggage claim line. Surprise!!! It's Houston! Houston baggage claim!!!
Evidently the wonderful folks in India had posted an early obituary on their American competition and frankly lied to me I could not call or deal with Houston. Lying and misinformation at this level is not just one misinformed trainee – this is systematic obstruction and delay. Still no response from the on-line inquiries. Houston seems a bit confused as the system (consistent with what I could see on the computerized system) stating it was out for delivery and only noting one bag (evidently the system did not clear that my wife's bag made it). They seemed reassuring anyway that somehow it was on its way, but could not tell me where it way.
Before returning to the hotel, since we did not get a call like we did the day before, raising my anxiety, I tried calling baggage claim again. Lightning did not strike twice, I did not get Houston again. I was patient and fortunate to have a little better service from India this time. She could inform me it was my black bag that was going to be delivered and that it would “go out for delivery” at 1130 pm, and I would get a call (as we did on Friday) while it was en route to the hotel. We never got the call and as we returned late a bit exhausted from the day's activities and the endless calls and dealings with your system very much discouraged there was no call.
Fortunately the nice people at the Marriott hotel, all sympathetic as they all seem to have had personal UA nightmares or knew people who had, were exemplary in terms of great customer service. On sight, without our asking they announced my bag had arrived. So we got to enjoy Sunday without headaches of calls to your customer “service” before being cramped on return flights and having my right knee knocked by a flight attendant with a cart since though I am barely outside of normal height I cannot put my legs fully behind the seat with hyperextending my knee and suffering cramps.
So now though I had a busy day at the office after my not so restful or healthy vacation, I am spending hours filling in your claim forms, getting copies of what you require and writing this letter before I will spend some more time making copies and faxing the claim to whatever customer “service” handles these claims.
Now, the 1800 fax number for claims gives me a no signal message. Call... India again! They repeat that is the number. After getting irate at repeated attempts to make the operator understand I am not an idiot and can understand fax error messages, I ask for supervisor. No supervisor, but did get a different baggage claim fax number. My fax to them asked for them to acknowledge receipt of the fax when it arrived... nearly 12 hours later, no response. Emailed UA counsel, president and other officials last night and 3x today. No reply.
DENVER AIRPORT, COLORADO -- BEWARE! BEWARE! UNITED AIRLINE. Cheap price = Cheap service. In recent economy of America. I am an American to support America. I used UA for my vacation. But I disappointed completely after used them. Their cheap price = Cheap service = Bait. When you start at airport you will start to pay more for their service for luggage, drinking water, etc. After all of those = Expensive price = Terrible service.
I had booked a flight from John Wayne. (SNA-CA) airport to Orlando International (MCO-FL) airport with one connection at Denver (DEN-CO). On December, 19. 2012. On December, 19. 2012 I had come SNA-CA at 10.00 am to check in ready by schedule. On flight UA431 depart at 1.51 pm to Denver (DEN, CO) at 5.10 pm. At that time weather in SNA-CA was good day with clear sky and temperature was 53 F. But my flight delayed 1 hour by UA operate (They delayed my flight for get more guests go to Tampa-Fl. Had come in late that day) Then flight could leave SNA at 2.50 pm (1 hour late).
UA4314 had come DEN-CO at 5.50 pm late 40 minutes by schedule and I missed my connection Flight UA353 by schedule departed 5.40 pm. After few hour waiting I feel badly by cool weather at DEN-CO airport that day (Cool-Snow & Rain) I had contacted UA customer service for a support they gave to me a phone number of their partner hotel in Denver, I tried to call them but their price was unacceptable.
I contacted UA customer service again and explain my health situation that time with them and their answer was, I must stay in airport with that situation and they will reschedule my flight to earliest flight to MCO-FL in next day. If something happen, their insurance will take care all. Late in that day under that weather condition my blood pressure went up at airport and got an emergency service to University of Colorado Hospital that night. I came back airport at 6.00 am in early morning December 20, 2012 and got reschedule my flight on UA 850Y departed at 10.15 am and came MCO on 3.40 pm.
At MCO one more time I got trouble because my luggage did not came in with my flight. After an hour looking for my luggage I knew they came in another flight earlier my flight (this is a deceitful and deceive of United Air Line Customer Services). When I got home and received a bill from University of Colorado Hospital and Emergency Service was 15.000,00 (for about 3 hour service without any treatment) After my insurance paid a co pay is 150.00 us.
I had been contacted Mr. Jeff Smisek, Chairman of UA and Insurance department of UA to pay this Co pay. Then last their answer is, they do not guarantee flight times and reserves the right to adjust flight times as necessary.
This answer show out disrespect and unreliability of United Air Line with their customer even they was wrong of all. BEWARE & BE CAREFUL with United Air Line. The worst airline company. Get away with them when you see UA If you don't.
RICHMOND, VIRGINIA -- On Friday May 4Th, I caught a red eye from California to Richmond Virginia to attend a very important wedding on May 5Th which started at 4:00 pm. I had a layover in Chicago. When I arrived in Richmond @ approximately 9:30 am, my luggage was not there. I went over to the Baggage Claim office, spoke to a representative who advised me that all she could do is file a complaint and my luggage would be delivered to me once it was located. I insisted that she get in touch with someone as I was due to attend the wedding in a few hours. She called an internal 800 number and spoke to someone who could not verify at the time that my luggage was found.
She gave the baggage claim ticket number to the representative on the other end who told her that once they had not located my luggage and there was a misconnect between flights. She then handed me a piece of paper and told me that I would have to call the 800 listed in a few hours as there was nothing else she could do and she started assisting the next passenger whose luggage was also lost. I could not accept that as I had flown into town strictly for the wedding. She brushed me off and insisted there was absolutely nothing she could do, not even refund me or was willing to attempt to refund my baggage fee of $25.
I sat in the airport in tears not knowing what my next step would be but I knew I could not miss the wedding. I sat in the airport dialing the 800 number back to back just to hear the same recording, that my luggage had not been located!! This caused me a lot of stress and anxiety. I asked the representative in baggage claim if I could have the number she called to contact the person she spoke with and she told me no, it's an internal number and went on to say the next flight into Richmond was not until 3:57 and then after 11:00 pm and "hopefully" my luggage is on one of those flights but there is no guarantee!!!
She didn't seem to understand the urgency of the matter and how limited I was on time. I finally left the airport after almost begging for some assistance. There had to be someone who could tell me that at least my luggage was located... I called the number over and over again and still no one could tell me where my luggage was. I finally got through to a representative she assured me that they had located my luggage but still could not guarantee that my luggage was on its way to Richmond. She stated there is nothing they can tell me until the plane lands and the luggage is scanned off the plane.
My issue was if it was located, someone had to handle my luggage and hand it off to the ramp guy/girl. In my case I felt it should have been treated with more care and urgency and there should be some system in place to flag lost or misconnected luggage. I decided I could not risk missing the wedding and decided I would have to re-shop. I was tired and irritated out shopping again for something to wear to the wedding. I was very upset and did not find anything to replace what was already in my suitcase!! I called the 800 number one last time and asked for a Supervisor. I was told the Supervisor was on another call and would call me back!!
I decided that I would not make it to the wedding and cried for at least an hour because that was my reason for flying into town. I received a call back from a representative at United and was told that my luggage was on the flight due to land at 3:57 pm which gave me a 3 minute window before the wedding started. I was really upset. Once I got to the airport, the President was in town and all movement had ceased. Needless to say I missed the wedding and feel that there is something that should be done for my inconvenience.
I would have at least thought there would be something documented in the data base to waive my baggage fee on my return trip maybe an upgrade to first class, a complimentary glass of wine!! Nothing. I missed one of the most important events that I will ever want to attend and am very disappointed in the way I was handled and my luggage was handled. I never got an apology or anything from anyone who represents United Airlines.
I am still upset about the entire situation and will take further action if necessary. It took a lot of preparation and planning for me to attend this wedding and I also used my PTO from work and because someone misconnected and the way my luggage was handled, I missed it entirely. Emotional distress, anxiety, anger, depression... I missed the wedding!!!
HOUSTON, TEXAS -- My husband and I had tickets to Hawaii on Continental for Feb. 21st for the birth of our granddaughter. He died unexpectedly Feb. 13th, and his funeral had to be scheduled the day we were to travel. I cancelled his ticket, and had to reschedule my flight at an additional cost of 400 plus 150 change fee. As soon as I returned on Feb. 28th, I called Continental and was told I could email all documentation and get a refund of his ticket and my change fees. Sent everything required. Then, Continental became United shortly after my request. So, I resubmitted everything to the United email address. Received a canned reply.
Waited 2 weeks, then went to check status on website. Now, there is an "online" form to fill out, which United representative did not tell me. So, I fill out online form, I also fax all required documentation (after trying to get through for days. No reply. I check the status for 2 weeks, still says "pending review" and to call the number although website says 6 days for credit card refunds. I call the number listed... go through the options, say I want refunds, finally get to "refunds" option, it says to go to the website!!!
I resubmit via email and ask for status... again canned reply. No reply. Still "pending review". I send a couple more emails with all documentation, and I fax with a cover letter showing the history that I originally submitted on Feb 28th!!! I ask NICELY for a phone call or email with status... nada. I then send everything; hard copy along with death certificate to the mailing address with proof of delivery. April, I check status AGAIN: Now it says "Error" could not process request. WHAT?!! So, I call United... ask for a reservations agent, tell her the whole story, how frustrated I am.
I need the refund as I have had to move, my husband had no life insurance, and this is putting a great deal of added stress that I don't need while dealing with my husband's death. She says no way to call refunds department... no number. She will not transfer me and will not let me speak to a supervisor. She suggest maybe they never received it. WHAT??? After I emailed at least 6 times, faxed it 3 times, and sent hard copy, that WAS delivered. UNBELIEVABLE. The only thing she will do for me is to resubmit the request. BUT she tells me, it will take 7-10 business days to process. In other words, BACK OF THE LINE FOR YOU (2 months later!!!).
HORRIBLE HORRIBLE HORRIBLE. Seems to me, this may be an intentional circle jerk to keep from refunding tickets due to merger and finances? I will think twice about flying United in the future. Because if things are this screwed up there, what in the world is happening with pilots, and plane maintenance... etc., etc? (Oh yeah, my flight to Hawaii after my husband died was 6 hours late!!!) they did give me a voucher, but I'm afraid to use it. What I really need is my refunds United.
CHICAGO, ILLINOIS -- This past summer I went from vancouver to la to chicago (my home destination. I had a bad connection at la to chicago due to a late flight by the vancouver to la airline company. Not united. Now let me state a few facts. I am a cardiac patient so I have to rest every now and then while walking long distances, especially between gates. Anyway, I thought I was late arriving at my gate to chicago. But in reality had plenty of time. United kept paging me to pick up a courtesy phone in the terminal. I couldn't find one.
So I walked as fast as I could to the chicago bound gate. By the time I reached the gate I was panting and puffing enough to cause another grabber. Showed the agent my ticket and went up the ramp. I was stopped by (2) airline personnel and was told that I would have to "gate check" one of my (2) carry-ons. (You are allowed 2 if one is a computer bag or smaller). I said I cannot gate check this bag because it contains all of my company's electronic equipment worth thousands of dollars. Bad friggin' mistake! The personnel said it needed to be checked because the flight is totally full and all space is taken in the bins. I stated my position again. They stated theirs.
It happened a 3rd time... they however assured me that my bag would be waiting at the carousel with all my other luggage. Needless to say when I got to the carousel, my (2) other luggage bags weren't there either or my promised ramp checked carry on. Now these baggage people know that if you carry on a bag, there must be something valuable in there. Well there was... cameras, lenses, memory cards, internet gizmos, laptop, etc., etc... everything was electronics to the tune of $5,300.00 value.
I filed the claim and because this was considered an international flight, airlines only need to pay pennies on the dollar up to about 30% maximum. If it is a domestic flight, they pay up to $3,500 based on your claim. So what did I learn on this trip?
Airlines are allowed to pay less in lost claims if it's an international flight.
Always, ask for your ramp checked bag on the ramp. Don't leave without it.
Never agree to picking up your ramp check bag at the carousel.
File claims for lost luggage asap with the carousel agent or your claim will be denied.
Save receipts for electronic equipment you buy.
Never ever fly united or their affiliates.
A message to all the united thieves... you guys are pathetic. You think that all the luggage flowing through your hands is your own personal shopping mall. You thieves are hard to catch because the luggage in your hand could be considered part of your job duties even though you are stealing it. Someday, hopefully you will get caught and lose your job.
But I hope it's when you are in your upper 50's close to retirement so you have to struggle with paying high cobra health insurance and have 5 years left on your house and lose it because you cannot pay your bills. Yes, I am bitter for all the headaches you gave me... but you have fun while you can. Technology will change to catch you.
SACRAMENTO, CALIFORNIA -- Mailed a flat rate package to my daughter using a flat rate box from VA to CA. Was supposed to arrive in 5 days. Never arrived!! I contacted service number after 3 days after no arrival and they had LOST my package. Couldn't track it after it made it to Sacramento. Told me I'd have to wait 30 days before I could file a claim for the insurance. I asked why they couldn't track it after Sacramento when it had been tracked all the way there. They had no explanation. Disaster service. I'll never mail priority again.
SCHAUMBURG, ILLINOIS -- I need to alert others to a fraudulent, devious marketing scam being conducted by United Marketing Group with headquarters in Schaumberg, Illinois. I received a very official looking postcard in the mail addressed to me with the following offer:
Front side: Final Notice James: An Unclaimed Reward worth up to $100 in Savings is being held for you at our main Distribution Center. To receive this REWARD, please call us now, toll free, at 1-866-991-5478. WARNING: Failure to call will result in an AUTOMATIC FORFEITURE of this REWARD. Please call at once for details. YOUR RELEASE CODE: 041861988
Back Side: "Dear James Our records indicate you have an unclaimed reward. We are holding $100.00 in Savings for you good at Wal-Mart, Target and more - in your name! Please call us toll free at 1-866-991-5478 to claim this reward!
When I called, the sales representative informed me I will receive a $100 Gift Card and a free $50 Dining Certificate good at many locations. All that is required is a $4.95 activation fee charged to a credit card, then I will be transferred to a Manager who will verify the info and give me an Activation Code needed to activate the rewards after receiving a mail packet. Merely answer each of the following questions with "okay" to complete the process.
This all sounds simple, right? What happens next is there are several other recorded offers presented, each with another $4.95 Activation Fee, a short 10-14 day trial period followed by a monthly fee charged to the credit card unless each is canceled prior to the end of the trial. If you say "no" to any of the offers, the whole deal is off, you get nothing, no activation code is received for the initial rewards, and they keep the initial $4.95 fee.
Their ploy is that you have to "Okay" and pay $4.95 to activate all/each of these offers, with the hope you will fail to cancel them before the monthly, non-refundable charges begin. Their whole marketing strategy is to force you to listen to and "okay" all of the offers to get the "rewards" and then continue with each after the trial period.
CHICAGO, ILLINOIS -- After my return flight to Dayton, OH via Chicago I went to unpack my checked bag. I noticed that my pair of dress shoes were missing from the bag. I remember packing these shoes in my checked bag as I am very fond of them and they were a rare splurge. I went online to find out how to remedy the problem. I was directed to the Baggage Resolution Service Center. When I called the number the woman who answered asked me to tell her what happened.
I began with the story of the return trip and went on to explain what happened when I went on to put things away at home. She was immediately combative and actually told me I hadn't contacted them in time before she even knew what date I'd returned home. I didn't catch this at first but as she became more and more rude and began to explain to me that United Airlines had no intention of helping me in any way I paid closer and closer attention to what she was saying. She was far more concerned with United Airlines liability risk and in informing me that this was my fault than anything else.
Now, all I wanted were my shoes back but she basically accused me of trying to defraud the airline. It's not important here to disclose what I paid for the shoes but they were something I don't go buy every weekend. She kept telling me I needed to be quiet and allow her to speak and didn't seem interested in my lost item at all. I asked her if they had cameras in the baggage handling area and she said that no, they have limited camera coverage of that area. She ended by giving me a website and a form # that I could up on my own to fill out.
I asked her who I could call about this and she told me there was no one I could call. I confirmed there is no one I can talk to about items stolen out of my luggage while I'm traveling... she said that was correct. I just hung up. I WILL NEVER FLY ON UNITED AIRLINES AGAIN. I would rather spend more money on a competent airline that cares about their customers than deal with the likes of this rude and arrogant woman.
MONTEREY, CALIFORNIA -- I've been flying on a semi-regular basis for the past 16 years, and I've never had an experience like the one I had yesterday on United Airlines. I flew Continental for a long time, because it was one of only two airlines in my hometown, where my parents still live. But after yesterday, I doubt if I will ever use United again. I originally had a 'red-eye' flight from Monterey, CA to New York City for Sunday night, with a connection at SFO. That flight was first delayed, then eventually cancelled due to fog. That, I can understand.
I was automatically re-booked onto the 5.30 am flight. I slept for four hours, woke up at 4 am, and was at the airport with plenty of time. We all got onto the airplane. Then, the gate agent came onto the plane to announce the plane was overweight. She offered any volunteers to leave the plane a $250 voucher. Since $250 won't get you very far these days, no one took the offer. Then she came back and read the last names of two passengers would have to get off the plane. I was one of those unlucky passengers.
I loudly refused to leave the plane. I explained I had a very important work event that I was already going to be three hours late to, and that I could not miss entirely without serious repercussions. Another passenger then tried to negotiate for a larger voucher amount, saying she would get off the plane for more than $250 so that I could stay on, but the gate agent said should could not offer more than $250. She said I had to leave as I was the last to check in for the flight - surely because I was automatically rebooked and wasn't supposed to even be on that flight in the first place.
I refused to leave. The gate agent left, then came back with security. I was forced to get off the plane like some kind of criminal when I done nothing wrong. They escorted me out of the airport and put me in a cab (which they paid for) to SFO. So I had to endure a two hour cab ride, and of course I missed the connection (only by a matter of minutes due to fog delays). They also gave me a $250 voucher which is worthless because I will never fly their lousy airline again or give them ANY money.
After I missed my connection, they tried to put me on a 1 pm flight, but I demanded they get me back to NYC sooner. They put me on hold for HALF AN HOUR and finally came back telling me they could get me on an 11 am Delta flight. I finally got home, bedraggled, at around 10 pm. I missed my work event entirely.
DENVER, COLORADO -- 27 July we went to the airport to catch our flight home, found that our flight had been changed to a different time and changing planes at a different airport. The airlines changed our seats and put us in row 12. We started boarding the plane to find there WAS NO ROW 12, so had to go back through all the people trying to get on to the agent. They said, oh well, then you will all get middle seats, which we hate.
We then flew to Denver, to find we land in gate 13 and have to run to gate 86 with no ride carts around to help, with 40 minutes to get there. At this point they did not give us a seat assignment for Denver so rushed to make sure we got a seat, which we did get assigned one by an agent there. Then our flight got delayed as the incoming was late. When the incoming arrived and unloaded they said there was problems they had to fix, after a while they said they were taking it away to fix it.
Later they brought the plane back and let us board. We sat there for about 15 minutes on the plane and they said we all had to get off again as still problems. When we went to sit in the waiting room the agent called us and two other couples up and asked to see our boarding passes. After she looked at the passes she said she was keeping them, I asked why and she just looked at me. I said "are you bumping us?" She said, "Maybe."
Much later when the plane was OK to go she announced over the speaker for all to hear the names of us 6 and we were NOT ALLOWED TO BOARD THE FLIGHT. Made us sound like criminals!! I ran up and said why and she said the plane had weight restrictions and where we got to the gate later then the others, we are picked to be bumped. I asked her how we could get there and sooner as we were on the plane they put us on getting there and still had ½ hour to spare when we got to the agent for our seats by running, or in my case with my bad foot walking as fast as I could. She said it didn'tt matter.
I asked for our luggage so we could stay the night if we did not get another flight and she said NO, it had to go on to Tucson with the plane. Later they got us on a flight to LA where we sat for 5 hours for the plane to have that delayed too, got into Tucson at 1 am on Saturday Morning, had been at airports since 6 am East coast time and got up to get there at 4 AM.