I am writing a detailed letter stating an extreme incident during my last flight on UA 1117 on May 1st.
I have been clinically diagnosed for Panic Disorder and Unspecified Depressive Disorder and is requested by my psychologist to be flying with my service animal. ( for my medical symptoms please see the file attached. )
I have suffered from extreme distress through out my last return flying journey from Miami to Newark airport, especially during my in cabin experience causing by 2-3 crew members including the manager.
Prior boarding, I have mailed in, called in for all my required documentation for my service animal to be on broad. My outbound trip went smoothly, with a friend and cabin crew was extra friendly and acceptive of us. My return trip, the service I had received through out the airport was not at all within the same standard of service I had received before. I had been continued to question wether he was a service dog, and while boarding, the agent questioned again and when I told her to check within the system under my name, she did not do so but showed a distrusted face. ( I do not understand how she think I have gotten in to the boarding gate with dog in the first place without authorization? )
I had chosen the last seat 38 F of the plane to be seclude from the crowd, distraction and unwanted stress. I arrived at seating, within 2 minutes, while I was still situating myself, the Manager of the crew members ordered me to rush into my own seat, along with the dog and my belonging, while no passengers was even coming close to the end seatings area. She raised her voice at me : “ move in please! with your dog water! before anyone else come and others need to be seated, etc “, with an extremely condescending and rude tone of voice.
I responded: “ I am moving in, just give me a second would you? considering I am with an animal and I have my belongings.” I then told her, the air was very hot and we were both overheated, but she did not help us nor offer anything. Instead, she started a serial of questioning with the same questions I had been asked: “ Is he a service dog? I need to go look at the manual on wether he needs to be staying inside the bag or not, etc etc. “ I told her:” yes he is, why don’t you check with the airline as I have already sent in ALL documentations and he’s approved.” at this point I had became extremely uncomfortable with all her questioning and attitude and my heart rate was rising and I showed annoyance with my voice while she questioned my name, so I asked her what is hers and she said Stacey but refused to give her last name. I asked her repeatedly to leave me alone and just check with the airline so I am not disturbed at this point, she then threaten me, if I do not comply and stop talking, she will have them let me off this plane, she threatened again if I continue i will not be flying in this plane, when all i was telling her was to change her attitude with me because the attitude I had received was beyond any professional crew members could offer to any passenger, not along one with a service dog and not knowing what kind of illness this passenger may or could have. She then asked who’s shirt is it on the floor, it was mine that fell in front of her, and she pick it up and she THREW it at me. This kind of behavior is intolerable and never seen within my flying history. Until now, I started to believe this manager of the crew might have something against me and the animal alone. It was extremely uncomfortable, disturbing, and bazaar.
I continue to offer to show her my paperwork which is in my bag, she continues to dismiss and my requests, nor did she go in and look for the manual, she then called in an agent, and had the agent verified AGAIN, in front of me and all cabin, with the front desk that this dog is allowed to be on the plane. The agent confirmed it has been authorized.
Until this point, the temperature within cabin was extremely hot, it’s also United's responsibility to make sure from reservation, check in, boarding, to in cabin are all within close co-ordination and most importantly, Informed.
The plane took off, the manager was serving first class cabin, 2 hours in the plane there were a few passenger who walked passed and distracted my service animal, or due to turbulent he raised a few small barks, that was not continuous and subside within seconds, another black female crew member came to me, and started the questioning: “ is he a service dog? I have never heard a service dog bark in my flying career and I heard him bark a few times. “ Implying he was a fake. I felt harassed, at this point. I told her :” there are different kinds of service animals that cater to different needs, I have submitted all my doctors and trainers letter, i also have it here if you would like to see it, so you can stop these questioning. “ She would not stop nor try to understand what I was truly going through inside my body and mind, she continues, repeating that service dogs do not bark, at this point I had to raise my voice and order her to leave my sight because i was having major anxieties. I begged and cried out :” please leave me alone, because now I am having really bad anxieties. “
She left. I was feeling extremely angered, shaken, and lost. I asked the male cabin crew member for help, and what I can do after I get off this plane, he told me with an unconcerned voice: “ you just go on united and submit your feed back “. I then asked him if he can give me their names, he refused and he walked away without even offering me a glass of water as I was extremely shaken at that moment.
When the plane had landed, I asked him again, for his name, he again refused to give me and became very offensive as I asked him why you can not tell me your name? He covered right away his name tag and implied that I will get him in trouble when all he did was be supportive of me. He got extremely offensive when I asked him why is he scared if he didn’t do anything wrong? The 4th blond crew member was kind enough to offer me water and sympathy as at this moment, I was emotionally shaken so much I had difficulty breathing and my words were lost in tears. The blond crew member then gave me water and said she’s sorry for what happened.
On the way out, I asked for the manager’s name again and she chose to completely dismissed me, and told me “ you can go out and speak with the agent. “ like it has nothing to do with her, and order me to leave the plane. I then reached to the customer service manager on site name Carlo, and he understood the circumstances and will be able to verified with you. I also see those three crew members walking out and leaving together.
The passenger at 38D had seen and heard most of the incident, and he will also be able to verify with united.
During this flight, I was harassed by two crew member, the black female manager, and the other black female crew member, I was also disturbed by the way the male crew member react and the lack of help I had received by him due to fear or protective of the other crew members.
The behaviors these crew members had demonstrated has never seen by me with any other airlines, nor within any other airlines within UNITED itself. It is absolutely not tolerable, how they had treated someone with mental disfunction ( they were not informed in the first place ) and the stress they had brought to me, this is far from their responsibility and what the airline stands by that to make passenger feel welcome, comfortable and at their service. It is the airline’s responsibility to make sure crew members received education and follow a strict protocol and co ordination on serving passengers with service animal. I traveled by myself, however, I believe that if I had my boyfriend next to me, I would not have been treated the same. although this comment might sound personal, it’s solely based on how they made me feel was under personal attack and harassment.
Carlo informed me that after I filed the complaint, United will usually call in the crew members involved and question them on what happened and make their decision from there. My concern is these three members are friends, and they did not seem to be worried one bit. However, I am determined to received the right answer and justice for my emotional trauma and damage from this experience.
I have emailed in this same letter to United's customer service group. I would like to speak with the customer service supervisor regarding this incident. I will consider further actions to be taken if United can not offer me a correct justice and answer on this incident.
In November 2014, I purchased online, two return air tickets from EWR to FLL for travel between 2/25/2015 and 3/3/2015. The website required seat selection in order to issue tickets and to determine the travel cost. I selected our seats, paid full for these two nonrefundable tickets, and kept my confirmation. On 1/23/2015 I received an email from United informing me of changes to my flights and referred me to their reservation site where I found that I must re-select the seating. Of course the airplane is now full and only three rows in the back are available for selection. I found this action unfair and unethical. I called United to learn that their policy allows United to change seating to their liking and even tickets were for higher cost (optional seating) they have the right to change the seating and to refund the additional amount. I would like to alert others to this weird policy before they consider purchasing United Airlaine tickets. Ayman Summit, NJ
On 7/8/2013 my family and I were returning home from Buffalo to Orange County on United Airlines with connection in Chicago O'hare airport. At the airport, we were told our flight is delayed but still have a chance to make our connection. Since we could not afford to lose a work day, we took the flight hoping we would make it. While boarding, we were asked to turn in our carryons, which were of the allowed size, to be stowed with luggage. I insisted on holding on to them in the interest of quick unloading at Chicago since we had to immediately catch our connection. We were insured by the United staff, that they will quickly get the carryons to us and we should leave it with them. Once arrived at Chicago, I quickly got off and ran to our connecting gate and asked the staff there to wait for rest of our party.
However, once the staff at the gate contacted the arrived flight, they were told that they could not find one of our 3 carryons and that they were looking for it. This went on until the staff at departing gate told me they could not hold our connecting flight any longer and had to leave. I explained to them that we had to get back home and staying over was not an option, they told me they would not have a choice and we will be compensated for our troubles. As a result of above events, we ended up stock in Chicago and could not get a flight out until the next evening (we were told everything was full). My wife and I lost a day of work each. My wife owns a practice and was forced to cancel her schedule for the day. Given she was away from office for the long weekend, there were many urgent appointments that she had scheduled for the return date and had committed to.
Her patients greatly depend on her and disruption like this is very costly for her practice. This delay not only caused her financial loss but more importantly left a very damaging experience for patients and her general business. Upon return, I contacted United and they said they will send each one of us $250 airlines certificates to be used for future trips with United. I never received the certificates. Since then I have contacted them multiple times but they are not willing to honor the original promise. They claim the certificates are sent out and they do not care if I received it or not. We are frequent flyers on United airline. Since the incident, my family and I have traveled multiple times on United. Would we have received the certificated, we had several opportunities to use them.
The reason we were stock in Chicago was full responsibility of the airline and we were promised we would be compensated for it. Not to mention many agitated hours we ended up spending in the airport, waiting in lines, explaining the situation to various staff some of whom were of little help, and vainly trying to find an earlier flight home.
They ruined our vacation! ! 10 hours delay and after many enquires we where told our fly was cancelled no regards for client. you feel lost and not wanted. Nobody gives you a rigth answer. Baggage still lost. No follow up,no desire to solve the situation. This comany is too big, and only cares to make money. Our luggage fee was $ 50.00 and is lost. A real ripoff !
On April 2nd I booked a flight with United airlines. The trip was scheduled for April 2-10th, from Reno to Boston. I booked the flight the same day as two days before my father had an annuerism and then the day I booked my flight my grandmother passed away. I did not have the time to worry about the grievance discount.
The issues did not occur until my return flight. Due to flight delays my flight was running behind. I ran and asked for help. The woman looked at my ticket and said they were boarding. I asked her where the flight was. She didn't tell me she just told me I wouldn't make it. I asked if she could call to hold it she said no.
She went on to saying it was all my fault because I booked the ticket. The schedules were not created by me. I assumed United had experienced professionals who know how to create a schedule. As a customer I cannot predict flight delays or large airports that I have never been to. I would assume their is some type of scheduler who has this knowledge. I do not pick the the layovers when I purchase my ticket. I am still in shock that this woman was blaming the customer for their scheduling and delays. I was in shock. She was just standing at her podeum not caring at all about her work ethic and behavior.
I then went to a different United booth and tried to talk to the woman. She told me that was the last flight for the night and there was nothing she could do.
Next, I asked her to call a manager. I told him the same thing. My connecting flight was already boarding by the time my plane landed. Nothing was in my control or my fault. I have the name of both of these individuals and can provide it when contacted. As even though they are not helpful I believe in respect and privacy and do not want to see peoples names posted for everyone to see.
I continued to tell him I am a special education teacher. I just experienced a family death. I wish I could have stayed with my family longer but I had a surgery the next morning at 7am!! The manager went on to tell me to call the doctor and cancel the surgery. Seriously, I could not tell if that was a real answer or not. How could someone ask you to cancel your surgery at 7am. It was past midnight at this point. There was no way I could contact the hospital and doctors to cancel. We are talking thousands of dollars.
Yes, at this point I am crying. Now one is helping. I ask them if they can help with a rental car. They tell me no. The best they can do is get me a flight in the morning for their mistake. Finally, the manager agreed to give me a voucher for the amount of the part of the flight from there to the next stop Reno. So it wasnt even a one way, it was a partial refund about $150.
After this I needed to sit down. In shock with the situation and poor treatment. I watched as others went up to the same people and were provided with vouchers more than double mine and a hotel room. I was being treated completely different. I am a small 5 ft. 100 pd woman with a soft voice and young voice. It was appareant others were receiving things I was not.
Yes, I was crying. I was not rude or unkind just panicked about missing a surgery. I was overwhlemed at the lack of care. I told them if they didn't believe me I would provide documentation of the surgery. Nothing worked. I needed a plan to get me to the hospital in time.
I ran to the car rental. Last minute I was being quoted close to $300 just for one day. I could not afford this so I went to another company. I told one of the rental agents the situation I was in. He was in shock at the treatment but not surprised when I told him it was united. He told me united is first for terrible customer service. He went on to help me with tips to get a better car deal (book it with my phone before the counter). He went on to help me with what sites to contact for help in regards to the united situation.
Unfortunately though I did not know my problems had not ended with united.
At this point it is two in the morning. I am driving through pitch black whindy mountains from San Francisco through the sierras to reno, nv where my surgery was to take place. I never was able to sleep. Made it just in time in a unsafe manner. My friend returns the rental car which the man suggested to put her name as he knew that I would not be able to drive after the surgery. Again another example that some companies and people know quality customer service.
I was released out of the hospital on April 11th. I was barely able to talk for days. After that I could not walk for a week. I was in pain for a solid month. My friend was trying to call baggage as I was unable to get it. They were so unhelpful and extremely rude. To the point of hanging up on us because I didnt have the baggage number. I tried to explain we were calling for nearly three days to get help. We tried to explain the situation. We left messages. No call back from the source until they told me I had to pick up the bag. THey made it sound like they would give it away.
My friend must have called baggage ten times. Some people would help without the number, others wouldnt. I knew they were capable of helping without the baggage number as others did but they still refused it. Another method to avoid the problem and cause customers more stress was just to put me on hold forever or transfer me.
No one ever answered the actual phone at the reno baggage. My phone call was returned three days later. We continually called united baggage and asked them if there was a way they could deliver it since their flight scheduling issues and lack of customer service already caused many problems. The woman on the phone refused and said United does not do that and this was my fault so I needed to get my bag. I know they deliver as it has been done in the past for me.
When I asked if a friend could pick up the bag they said no because they needed ID. Well I cannot tell you enough times that I was just out of a surgery. So we continued to call to find another plan as me driving was not an option. After hours and days of going through this we talk to someone who said they will put a note on the bag so I could hire someone to pick it up. Reno is also 45 minutes away from me. When the person went to pick up the bag no one asked for anything.
So why was I put through all of that? I needed to be recouperating not dealing with poor customer service.
I could not drive or talk. I was heavily medicated and in pain and United airlines caused me undo stress for a situation they could have easily solved. I understand I have a young voice and appearance. Your customer service reps were so damaging. They were getting to the point of threatening my bag. I tried to talk while in extreme pain. These baggage or phone customer service representatives terrible service far out weighed my first experience with United in San Francisco.
THis has taken me a while to write as I have been healing and dealing with serious family problems. This situation was damaging. United needs to seriously know what their customer reps. in baggage or scheduling are doing. Maybe record phone calls so there is proof. More customer service trainings. I could guarentee this did not happen to others who look more "adult" I know as I have been talking to others. Im not saying they are treated well but differently, with respect. This situation needs to be fixed for all future customers. Sometimes it is okay to have sympathy. I offered to provide support of the surgery. But I should have never felt like I needed to beg for help from people being paid to do their job.
I booked a flight months in advance from Manchester, NH to Portland, OR on United Airlines. The day of the flight, I got a text saying my flight from Manchester was delayed by 1 1/2 hours, making me miss my connection in Chicago. When I called to reschedule, they said they'd already rebooked me on a flight out of Chicago which requires me to wait almost 5 hours at O'hare! Then to add insult to injury, they reassigned my seat to a middle seat at the back of the plane, unless of course, I wanted to pay the $62 fee to upgrade my seat assignment! No compensation was offered. No options to rebook on a different airline. Nothing but a "sorry" from the service agent. I book my flights well in advance to make sure I get a good seat and don't have any problems. Then, the day of the flight United does this. I'm very unhappy with their service. The service agent was very nice, however. It's not her fault and she did everything they allowed her to do.
I purchase a United ticket from Houston to Boston weeks in advance. I paid $79.00 for an upgrade premium isle set. I checked in the night prior to the flight and still had the premium isle set that I paid for. When I arrived at the bag check point I found out my premuim isle set was taken from me, and I was placed in a middle set.
I than paid an additional $82.00 to get ot of the middle set to a window set. Just minutes prior to boarding the gate attendant removed me from my twice paid for premium set, to board a standby couple. I was again moved back in the plane and put in a middle set. The gate attendant claimed she has to right to change anyones set regardless of what they paid for.
As I was working to get my set back, the gate attendant refused to return me to the set. She refused to retrieve my luggage, and set it with the flifht. It had my insulin and other needed medication. My set was taken and I was forced to take another flight the next day. The only set available was a non reclining set in the plane.
United sells you the upgrade without honoring the upgrade, and can and will take it from you if it provides them more profit.
On Feb 19,2014 i arrived at PSP to catch my flight from PSP to LAS to SFO. After waiting 1 hour to board my flight they cancelled the flight due to mechanical issues. My flight was due to leave at 1030am and arrive in SFO at 230pm. I was on a business trip and I had meetings that day. I went up to the podium to see what they were going to do. They put me on standby. Finally they got me on a direct flight. When they pulled my luggage they said they would make sure my luggage would go with me. That did not happen. When i finaly arrived in SFO my luggage was not there. I filed a report of missing luggage. I sent in all the required paper work and kept getting the run around by both the agent in INDIA and TX. I was told it would take 10-12 weeks to settle my claim.
12 weeks passed and I get this letter saying they were not going to settle and they were sorry that my luggage was lost and could not be found. All my business suits/ work clothes etc including my unveristy books were in my luggage. My total loss was over 2400.00 and United wont settle. This is 2 times united has lost my luggage in SFO.
United Airlines, Inc. Reviews
Hi United Customer Service Official,
I am writing a detailed letter stating an extreme incident during my last flight on UA 1117 on May 1st.
I have been clinically diagnosed for Panic Disorder and Unspecified Depressive Disorder and is requested by my psychologist to be flying with my service animal. ( for my medical symptoms please see the file attached. )
I have suffered from extreme distress through out my last return flying journey from Miami to Newark airport, especially during my in cabin experience causing by 2-3 crew members including the manager.
Prior boarding, I have mailed in, called in for all my required documentation for my service animal to be on broad. My outbound trip went smoothly, with a friend and cabin crew was extra friendly and acceptive of us. My return trip, the service I had received through out the airport was not at all within the same standard of service I had received before. I had been continued to question wether he was a service dog, and while boarding, the agent questioned again and when I told her to check within the system under my name, she did not do so but showed a distrusted face. ( I do not understand how she think I have gotten in to the boarding gate with dog in the first place without authorization? )
I had chosen the last seat 38 F of the plane to be seclude from the crowd, distraction and unwanted stress. I arrived at seating, within 2 minutes, while I was still situating myself, the Manager of the crew members ordered me to rush into my own seat, along with the dog and my belonging, while no passengers was even coming close to the end seatings area. She raised her voice at me : “ move in please! with your dog water! before anyone else come and others need to be seated, etc “, with an extremely condescending and rude tone of voice.
I responded: “ I am moving in, just give me a second would you? considering I am with an animal and I have my belongings.” I then told her, the air was very hot and we were both overheated, but she did not help us nor offer anything. Instead, she started a serial of questioning with the same questions I had been asked: “ Is he a service dog? I need to go look at the manual on wether he needs to be staying inside the bag or not, etc etc. “ I told her:” yes he is, why don’t you check with the airline as I have already sent in ALL documentations and he’s approved.” at this point I had became extremely uncomfortable with all her questioning and attitude and my heart rate was rising and I showed annoyance with my voice while she questioned my name, so I asked her what is hers and she said Stacey but refused to give her last name. I asked her repeatedly to leave me alone and just check with the airline so I am not disturbed at this point, she then threaten me, if I do not comply and stop talking, she will have them let me off this plane, she threatened again if I continue i will not be flying in this plane, when all i was telling her was to change her attitude with me because the attitude I had received was beyond any professional crew members could offer to any passenger, not along one with a service dog and not knowing what kind of illness this passenger may or could have. She then asked who’s shirt is it on the floor, it was mine that fell in front of her, and she pick it up and she THREW it at me. This kind of behavior is intolerable and never seen within my flying history. Until now, I started to believe this manager of the crew might have something against me and the animal alone. It was extremely uncomfortable, disturbing, and bazaar.
I continue to offer to show her my paperwork which is in my bag, she continues to dismiss and my requests, nor did she go in and look for the manual, she then called in an agent, and had the agent verified AGAIN, in front of me and all cabin, with the front desk that this dog is allowed to be on the plane. The agent confirmed it has been authorized.
Until this point, the temperature within cabin was extremely hot, it’s also United's responsibility to make sure from reservation, check in, boarding, to in cabin are all within close co-ordination and most importantly, Informed.
The plane took off, the manager was serving first class cabin, 2 hours in the plane there were a few passenger who walked passed and distracted my service animal, or due to turbulent he raised a few small barks, that was not continuous and subside within seconds, another black female crew member came to me, and started the questioning: “ is he a service dog? I have never heard a service dog bark in my flying career and I heard him bark a few times. “ Implying he was a fake. I felt harassed, at this point. I told her :” there are different kinds of service animals that cater to different needs, I have submitted all my doctors and trainers letter, i also have it here if you would like to see it, so you can stop these questioning. “ She would not stop nor try to understand what I was truly going through inside my body and mind, she continues, repeating that service dogs do not bark, at this point I had to raise my voice and order her to leave my sight because i was having major anxieties. I begged and cried out :” please leave me alone, because now I am having really bad anxieties. “
She left. I was feeling extremely angered, shaken, and lost. I asked the male cabin crew member for help, and what I can do after I get off this plane, he told me with an unconcerned voice: “ you just go on united and submit your feed back “. I then asked him if he can give me their names, he refused and he walked away without even offering me a glass of water as I was extremely shaken at that moment.
When the plane had landed, I asked him again, for his name, he again refused to give me and became very offensive as I asked him why you can not tell me your name? He covered right away his name tag and implied that I will get him in trouble when all he did was be supportive of me. He got extremely offensive when I asked him why is he scared if he didn’t do anything wrong? The 4th blond crew member was kind enough to offer me water and sympathy as at this moment, I was emotionally shaken so much I had difficulty breathing and my words were lost in tears. The blond crew member then gave me water and said she’s sorry for what happened.
On the way out, I asked for the manager’s name again and she chose to completely dismissed me, and told me “ you can go out and speak with the agent. “ like it has nothing to do with her, and order me to leave the plane. I then reached to the customer service manager on site name Carlo, and he understood the circumstances and will be able to verified with you. I also see those three crew members walking out and leaving together.
The passenger at 38D had seen and heard most of the incident, and he will also be able to verify with united.
During this flight, I was harassed by two crew member, the black female manager, and the other black female crew member, I was also disturbed by the way the male crew member react and the lack of help I had received by him due to fear or protective of the other crew members.
The behaviors these crew members had demonstrated has never seen by me with any other airlines, nor within any other airlines within UNITED itself. It is absolutely not tolerable, how they had treated someone with mental disfunction ( they were not informed in the first place ) and the stress they had brought to me, this is far from their responsibility and what the airline stands by that to make passenger feel welcome, comfortable and at their service. It is the airline’s responsibility to make sure crew members received education and follow a strict protocol and co ordination on serving passengers with service animal. I traveled by myself, however, I believe that if I had my boyfriend next to me, I would not have been treated the same. although this comment might sound personal, it’s solely based on how they made me feel was under personal attack and harassment.
Carlo informed me that after I filed the complaint, United will usually call in the crew members involved and question them on what happened and make their decision from there. My concern is these three members are friends, and they did not seem to be worried one bit. However, I am determined to received the right answer and justice for my emotional trauma and damage from this experience.
I have emailed in this same letter to United's customer service group. I would like to speak with the customer service supervisor regarding this incident. I will consider further actions to be taken if United can not offer me a correct justice and answer on this incident.
In November 2014, I purchased online, two return air tickets from EWR to FLL for travel between 2/25/2015 and 3/3/2015. The website required seat selection in order to issue tickets and to determine the travel cost. I selected our seats, paid full for these two nonrefundable tickets, and kept my confirmation. On 1/23/2015 I received an email from United informing me of changes to my flights and referred me to their reservation site where I found that I must re-select the seating. Of course the airplane is now full and only three rows in the back are available for selection. I found this action unfair and unethical. I called United to learn that their policy allows United to change seating to their liking and even tickets were for higher cost (optional seating) they have the right to change the seating and to refund the additional amount. I would like to alert others to this weird policy before they consider purchasing United Airlaine tickets. Ayman Summit, NJ
On 7/8/2013 my family and I were returning home from Buffalo to Orange County on United Airlines with connection in Chicago O'hare airport. At the airport, we were told our flight is delayed but still have a chance to make our connection. Since we could not afford to lose a work day, we took the flight hoping we would make it. While boarding, we were asked to turn in our carryons, which were of the allowed size, to be stowed with luggage. I insisted on holding on to them in the interest of quick unloading at Chicago since we had to immediately catch our connection. We were insured by the United staff, that they will quickly get the carryons to us and we should leave it with them. Once arrived at Chicago, I quickly got off and ran to our connecting gate and asked the staff there to wait for rest of our party.
However, once the staff at the gate contacted the arrived flight, they were told that they could not find one of our 3 carryons and that they were looking for it. This went on until the staff at departing gate told me they could not hold our connecting flight any longer and had to leave. I explained to them that we had to get back home and staying over was not an option, they told me they would not have a choice and we will be compensated for our troubles. As a result of above events, we ended up stock in Chicago and could not get a flight out until the next evening (we were told everything was full). My wife and I lost a day of work each. My wife owns a practice and was forced to cancel her schedule for the day. Given she was away from office for the long weekend, there were many urgent appointments that she had scheduled for the return date and had committed to.
Her patients greatly depend on her and disruption like this is very costly for her practice. This delay not only caused her financial loss but more importantly left a very damaging experience for patients and her general business. Upon return, I contacted United and they said they will send each one of us $250 airlines certificates to be used for future trips with United. I never received the certificates. Since then I have contacted them multiple times but they are not willing to honor the original promise. They claim the certificates are sent out and they do not care if I received it or not. We are frequent flyers on United airline. Since the incident, my family and I have traveled multiple times on United. Would we have received the certificated, we had several opportunities to use them.
The reason we were stock in Chicago was full responsibility of the airline and we were promised we would be compensated for it. Not to mention many agitated hours we ended up spending in the airport, waiting in lines, explaining the situation to various staff some of whom were of little help, and vainly trying to find an earlier flight home.
They ruined our vacation! ! 10 hours delay and after many enquires we where told our fly was cancelled no regards for client. you feel lost and not wanted. Nobody gives you a rigth answer. Baggage still lost. No follow up,no desire to solve the situation. This comany is too big, and only cares to make money. Our luggage fee was $ 50.00 and is lost. A real ripoff !
On April 2nd I booked a flight with United airlines. The trip was scheduled for April 2-10th, from Reno to Boston. I booked the flight the same day as two days before my father had an annuerism and then the day I booked my flight my grandmother passed away. I did not have the time to worry about the grievance discount.
The issues did not occur until my return flight. Due to flight delays my flight was running behind. I ran and asked for help. The woman looked at my ticket and said they were boarding. I asked her where the flight was. She didn't tell me she just told me I wouldn't make it. I asked if she could call to hold it she said no.
She went on to saying it was all my fault because I booked the ticket. The schedules were not created by me. I assumed United had experienced professionals who know how to create a schedule. As a customer I cannot predict flight delays or large airports that I have never been to. I would assume their is some type of scheduler who has this knowledge. I do not pick the the layovers when I purchase my ticket. I am still in shock that this woman was blaming the customer for their scheduling and delays. I was in shock. She was just standing at her podeum not caring at all about her work ethic and behavior.
I then went to a different United booth and tried to talk to the woman. She told me that was the last flight for the night and there was nothing she could do.
Next, I asked her to call a manager. I told him the same thing. My connecting flight was already boarding by the time my plane landed. Nothing was in my control or my fault. I have the name of both of these individuals and can provide it when contacted. As even though they are not helpful I believe in respect and privacy and do not want to see peoples names posted for everyone to see.
I continued to tell him I am a special education teacher. I just experienced a family death. I wish I could have stayed with my family longer but I had a surgery the next morning at 7am!! The manager went on to tell me to call the doctor and cancel the surgery. Seriously, I could not tell if that was a real answer or not. How could someone ask you to cancel your surgery at 7am. It was past midnight at this point. There was no way I could contact the hospital and doctors to cancel. We are talking thousands of dollars.
Yes, at this point I am crying. Now one is helping. I ask them if they can help with a rental car. They tell me no. The best they can do is get me a flight in the morning for their mistake. Finally, the manager agreed to give me a voucher for the amount of the part of the flight from there to the next stop Reno. So it wasnt even a one way, it was a partial refund about $150.
After this I needed to sit down. In shock with the situation and poor treatment. I watched as others went up to the same people and were provided with vouchers more than double mine and a hotel room. I was being treated completely different. I am a small 5 ft. 100 pd woman with a soft voice and young voice. It was appareant others were receiving things I was not.
Yes, I was crying. I was not rude or unkind just panicked about missing a surgery. I was overwhlemed at the lack of care. I told them if they didn't believe me I would provide documentation of the surgery. Nothing worked. I needed a plan to get me to the hospital in time.
I ran to the car rental. Last minute I was being quoted close to $300 just for one day. I could not afford this so I went to another company. I told one of the rental agents the situation I was in. He was in shock at the treatment but not surprised when I told him it was united. He told me united is first for terrible customer service. He went on to help me with tips to get a better car deal (book it with my phone before the counter). He went on to help me with what sites to contact for help in regards to the united situation.
Unfortunately though I did not know my problems had not ended with united.
At this point it is two in the morning. I am driving through pitch black whindy mountains from San Francisco through the sierras to reno, nv where my surgery was to take place. I never was able to sleep. Made it just in time in a unsafe manner. My friend returns the rental car which the man suggested to put her name as he knew that I would not be able to drive after the surgery. Again another example that some companies and people know quality customer service.
I was released out of the hospital on April 11th. I was barely able to talk for days. After that I could not walk for a week. I was in pain for a solid month. My friend was trying to call baggage as I was unable to get it. They were so unhelpful and extremely rude. To the point of hanging up on us because I didnt have the baggage number. I tried to explain we were calling for nearly three days to get help. We tried to explain the situation. We left messages. No call back from the source until they told me I had to pick up the bag. THey made it sound like they would give it away.
My friend must have called baggage ten times. Some people would help without the number, others wouldnt. I knew they were capable of helping without the baggage number as others did but they still refused it. Another method to avoid the problem and cause customers more stress was just to put me on hold forever or transfer me.
No one ever answered the actual phone at the reno baggage. My phone call was returned three days later. We continually called united baggage and asked them if there was a way they could deliver it since their flight scheduling issues and lack of customer service already caused many problems. The woman on the phone refused and said United does not do that and this was my fault so I needed to get my bag. I know they deliver as it has been done in the past for me.
When I asked if a friend could pick up the bag they said no because they needed ID. Well I cannot tell you enough times that I was just out of a surgery. So we continued to call to find another plan as me driving was not an option. After hours and days of going through this we talk to someone who said they will put a note on the bag so I could hire someone to pick it up. Reno is also 45 minutes away from me. When the person went to pick up the bag no one asked for anything.
So why was I put through all of that? I needed to be recouperating not dealing with poor customer service.
I could not drive or talk. I was heavily medicated and in pain and United airlines caused me undo stress for a situation they could have easily solved. I understand I have a young voice and appearance. Your customer service reps were so damaging. They were getting to the point of threatening my bag. I tried to talk while in extreme pain. These baggage or phone customer service representatives terrible service far out weighed my first experience with United in San Francisco.
THis has taken me a while to write as I have been healing and dealing with serious family problems. This situation was damaging. United needs to seriously know what their customer reps. in baggage or scheduling are doing. Maybe record phone calls so there is proof. More customer service trainings. I could guarentee this did not happen to others who look more "adult" I know as I have been talking to others. Im not saying they are treated well but differently, with respect. This situation needs to be fixed for all future customers. Sometimes it is okay to have sympathy. I offered to provide support of the surgery. But I should have never felt like I needed to beg for help from people being paid to do their job.
I booked a flight months in advance from Manchester, NH to Portland, OR on United Airlines. The day of the flight, I got a text saying my flight from Manchester was delayed by 1 1/2 hours, making me miss my connection in Chicago. When I called to reschedule, they said they'd already rebooked me on a flight out of Chicago which requires me to wait almost 5 hours at O'hare! Then to add insult to injury, they reassigned my seat to a middle seat at the back of the plane, unless of course, I wanted to pay the $62 fee to upgrade my seat assignment! No compensation was offered. No options to rebook on a different airline. Nothing but a "sorry" from the service agent. I book my flights well in advance to make sure I get a good seat and don't have any problems. Then, the day of the flight United does this. I'm very unhappy with their service. The service agent was very nice, however. It's not her fault and she did everything they allowed her to do.
I wouldn't recommend this airline to anyone.
I purchase a United ticket from Houston to Boston weeks in advance. I paid $79.00 for an upgrade premium isle set. I checked in the night prior to the flight and still had the premium isle set that I paid for. When I arrived at the bag check point I found out my premuim isle set was taken from me, and I was placed in a middle set.
I than paid an additional $82.00 to get ot of the middle set to a window set. Just minutes prior to boarding the gate attendant removed me from my twice paid for premium set, to board a standby couple. I was again moved back in the plane and put in a middle set. The gate attendant claimed she has to right to change anyones set regardless of what they paid for.
As I was working to get my set back, the gate attendant refused to return me to the set. She refused to retrieve my luggage, and set it with the flifht. It had my insulin and other needed medication. My set was taken and I was forced to take another flight the next day. The only set available was a non reclining set in the plane.
United sells you the upgrade without honoring the upgrade, and can and will take it from you if it provides them more profit.
On Feb 19,2014 i arrived at PSP to catch my flight from PSP to LAS to SFO. After waiting 1 hour to board my flight they cancelled the flight due to mechanical issues. My flight was due to leave at 1030am and arrive in SFO at 230pm. I was on a business trip and I had meetings that day. I went up to the podium to see what they were going to do. They put me on standby. Finally they got me on a direct flight. When they pulled my luggage they said they would make sure my luggage would go with me. That did not happen. When i finaly arrived in SFO my luggage was not there. I filed a report of missing luggage. I sent in all the required paper work and kept getting the run around by both the agent in INDIA and TX. I was told it would take 10-12 weeks to settle my claim.
12 weeks passed and I get this letter saying they were not going to settle and they were sorry that my luggage was lost and could not be found. All my business suits/ work clothes etc including my unveristy books were in my luggage. My total loss was over 2400.00 and United wont settle. This is 2 times united has lost my luggage in SFO.