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3-Hour Delay and Missing Luggage
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ELK GROVE TOWNSHIP, ILLINOIS -- My United plane fare from Roanoke, VA, to San Francisco, CA, cost in excess of $700.00 round trip. The United Express flight from Roanoke was delayed 3 hours (told maintenance problems in plane coming from Wash., DC.). It finally arrived, picked up passengers, flew out of Roanoke, and arrived in DC where it sat on the tarmac until disembarking about 5 minutes before my connecting flight (United Airlines) took off to San Francisco. Needless to say the next flight (around 7:00 p. m.) was totally booked, so I had to book a later flight which would arrive in San Francisco around 12:30 a. m., 4 hours after originally scheduled. This was a total delay for me of 7 HOURS!

Knowing I would not have a ride from the airport at 12:30 in the morning, I asked a counter ticket agent if they would provide transportation to my hotel in San Francisco and was first told a flat "NO". When asked why not since it was the airlines fault, I was told to check after getting into San Francisco. Since this would be too late to check on, I had to make other arrangements. And, of course, my luggage left on the 7:00 P.M. flight to San Francisco. Luckily, it was waiting on me when I arrived at 12:30 A.M.

My return trip from San Francisco to Chicago (United Airlines) was pretty much on time; however, my United Express flight from Chicago to Roanoke was delayed an hour (another delay) and arrived in Roanoke around 11:30 P.M. instead of 10:30 P.M. as scheduled. In addition, after a long walk to Concourse B22A to catch the flight out of Chicago, it was announced that the flight had been changed to leave out of Concourse F, another long walk. Of course, my luggage did not make it out of Chicago because of the change and was not delivered to my home until 3:00 P.M. the next day even though it was scheduled to arrive on the 10:30 A.M. flight from Chicago.

The only reason I flew United was to connect with another couple who were also flying United and would arrive in San Francisco 15 minutes before my flight was due. This way, I could ride with them to my hotel; and, as you can see this did not happen. Would I ever fly United again? Maybe... WHEN PIGS FLY!

Worst Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWARK, NEW JERSEY -- I bought United Airlines ticket to fly to Des Moines. I arrived at terminal C and was checked in for flight 4398. At ticketing station, they told me that gate number is not available yet. I went through security checkpoint. It took me 45 min to go through security and while looking for gates, terminal given for flight was terminal A. I ran to catch train to get terminal A but I had already missed the flight. I went to ticketing counter at terminal A United Express. I explained to ticketing counter agent and she was so rude and started saying that I could be lying and there is no proof that I was at terminal C.

I showed her my checked in baggage claim. She said that I have to pay extra to replace ticket or other flight is at 7.35 pm and she cannot do anything. I was on verge of crying for observing her such bad demeanor. I asked for manager and manager Carlos said same thing. I told him that her employee had bad attitude and showed no respect for customers. I asked for representative name, he ignored me completely. He gave me no other option and gave me ticket for 7.35pm. I spent whole day at airport.

Such a company can never survive for giving pain to its customers and got showing no respect. I never thought of discrimination but this thought came in my mind that I am not white that's why I am treated so bad here. I believe that people who does wrong and say liar to their customers, bad karma will come to them soon.

Poor Baggage Service
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I traveled from Portland Oregon to Dayton Ohio, and although I arrived at my destination, my bag stayed in Chicago Illinois much like the rest of my fellow passengers. I immediately went and opened a complaint with the service department and was informed that two more flights were scheduled to arrive that day. I waited until the first flight arrived and contacted customer service. At that time I was notified that my bag had arrived on a later flight and was due to me within a four hour window.

I waited at my location patiently for my luggage but after the four hours had passed, and still no call, I contacted customer service yet again. I was told this time I would be called within a thirty minute time frame for an update. After an hour had passed I called yet again, and this time I was told I would receive a call within an hour. I'm a firm believer in Frontier Airlines and have always felt like I was taken care of. I will never attempt to fly United again because of this experience.

Nonexistent Service
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DURHAM, NORTH CAROLINA -- I always fly American, but when booking this trip United (actually United Express) was less expensive (not by a huge amount) so booked there. The flight there even though we booked a couple months in advance we were seated in last row (so can't recline seat) across from lavatory. A close to 2 hour flight but no snack. Did not know this so was grumpy.

Flight back to check in there is a HUGE line for all United economy passengers. Although about 10 spaces for checking in, only 3 people working. When I get to the head and hand the clerk the itinerary, she hands back my information informing me that she doesn't work for the airline, have to do it self serve (WTF?).

So do it through the kiosk, and only spits out 1 boarding pass. Original clerk - not her problem. Have to wait in another line for male clerk who is too busy chatting with another employee to help customers. No mention of delay. Get to gate. Not only plane delayed for 1 1/2 hours, our flight changes gates 3 times! No announcements with each change, just have to keep getting up to check otherwise would have missed flight.

Pretty much every flight in that hub (United flights) were all delayed, so seems like a systemic problem. Oh yes, a 0 bag limit. If you check any bags it is $15 (or more) each way so that negated any savings I had on ticket. Will be avoiding United Express from now on.

Officiousness Gone Mad
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SAN FRANCISCO, CA, CALIFORNIA -- Beware a United Express agent called ** who delighted in closing the gate when I said my husband was coming up behind me. Her colleague went to see if anyone was running down the corridor; she said no one was. I went to look and saw my husband lumbering along. I never yell, but I yelled out to him to hurry as they were closing the door. ** had already disappeared through the door, and as I yelled, her colleague, who turned out to be her supervisor (!!!) and equally ignorant of customer service, quickly slipped through the door.

I couldn't believe it! It was the rudest thing I've seen in countless travel miles. The door was effectively slammed in our face 5 minutes before departure. It was done in a manner of "We'll show you who's got the upper hand round here!"

Best airline stewardess
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I would like to compliment the airline stewardess on the flight from the Quad Cities to Denver on October 4, 2010. It was flight #6203 at 2:49pm. She was the only attendant and she was amazing. Her speech was clear. She was cheerful and super attentive. She really stood out as the best flight attendant I've ever had. Unfortunately, I do not remember her name, but I just want to comment on the great service!

Left Behind
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ALLENTOWN, PENNSYLVANIA -- On December 16, 2008, I was flying standby on flight UA6998 from Allentown to Dulles Wash. Only six revenue passengers were at gate side at 5:15 A.M. for the 6:00 A.M. Departure. Passengers boarded and no standby passengers were called. The aircraft door closed, leaving me behind with over 25 seats open - still open on the flight.

Inexperience, Ill-mannered, rude, arrogant booking clerk and very low quality of service
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NASHVILLE, TENNESSEE -- My parents boarded the United Express 7266 plane on 01/25/2006. It was connecting flight for AIR INDIA international flight up to Delhi, INDIA. We spent $3000/- in total from Nashville to Delhi, INDIA. We got the worst experience of our life with United Express 7266 booking clerk. She didn't have knowledge at all, rude, arrogant and very low quality of service. It seemed to me that she was in a wrong profession. She was not suitable for a public dealing job. Seems like United Airlines/United Express is compromising on quality to save money or to come out of bankruptcy. She did 3 things:

1) She said we can't take more than 50 pounds now in the international flight. She didn't care to see that this policy change was done in September, 2005 and we had booked tickets in July, 2005. I had to request to her to look into that.

2) She said that United Express flight 7266 is delayed by 45 minutes and United Express flight is not responsible for their stay in Chicago if they miss their connecting flight. I found out later that Flight 7266 wasn't delayed due to weather and actually it was the responsibility of United Airlines to take care of that. She told me instead that I should have taken care to booking the flight and giving more than 2 hours gap. She didn't care to see that actually there was 2 hours gap, though it is not the responsibility of the passenger because it is connecting flight and all the tickets were bought that way i.e. together.

3) Finally this was the last straw. She said that my parents who are old 68 and 61 yrs will have to get their bags in Germany, Frankfurt in some alien country, where they have not even stayed and go through customs and check them back again. This was the most ridiculous thing I have ever heard.

4) When I asked this girl to stop giving us hard time, she proudly said that she can turn me away if she wants (like she owned the United Airlines).

5) When we asked for the supervisor, she told me that supervisor was not available. What kind of airlines or for that matter any business will not have their supervisor not available. Worst quality in airlines - United Airlines/United Express. I Am never going to fly with them again. I spent 3000 dollars for this service.

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United Express Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 1 ratings and
8 reviews & complaints.
Contact Information:
United Express
P.O. Box 66100
Chicago, ID 60666
847-700-6796 (ph)
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