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United is in the same boat as American, US Airways and Delta and it is a boat that is not very seaworthy. Though United has a strong route structure it does not exactly have a workforce that knocks itself out everyday to keep customers coming back for more, as the complaints in this section show. When you get right down to it, that's the problem. It's hard to see a solution.
Heikki of Koje-City OTHER (07/07/08)
Last year me and my wife had RTW tickets with UA/EK in first class. At last leg from Dubai to Bangkok our tickets could not be verified by EK and I had to buy two one-way tickets. Later on UA admitted that this was their fault. No refund or any compensation has been received. I have sent, God knows how many, e-mails to UA but every time the reply is that the case is under investigation and please be patient. I have now been waiting nearly one year, and still no action. Mean while the subject tickets have become non-valid (I think so?). What can I really do? They seem just to ignore this.
New one-way tickets (2 pcs.)from Dubai to Bangkok (Emirates First Class) worth approx. USD 2000-2500.
Elizabeth of Centennial CO (07/04/08)
I ordered a ticket online with my miles on 6/24. I went through all the steps and on the purchase page was told the price was my 25,000 miles, plus $43.20 in fees. I looked over the total and hit purchase. I got an email shortly afterwards containing my itinerary, and stating that my total taxes, fees, and surcharges were $43.20 (plus my 25,000 miles of course). My credit card was billed for the $43.20 plus $75.00. I called to ask what this $75.00 charge was.
Before I called, I logged into my United account and checked the e receipt. Since the e receipt stated that my total, with all fees, was $43.20, I felt confident that the $75.00 charge was a mistake. United informed me that the charge would not be refunded, because it was a closing fee, apparently charged because I had ordered my ticket 10 days in advance of travel. The first person I talked to told me that this policy is new as of July 19th. I told him that the website never said anything about such a fee. He transfered me to the website department. The website department listened to my story and transfered me to the international desk.
The woman at the international desk was incredibly rude. She informed me that the fee was a closing fee. I told her that the previous representatives had explained what the fee was, but that I had never been told about the fee. I explained that the website never said anything about such a fee when I was purchasing my ticket. I explained that my email and the e receipt reflected a total charge of $43.20. I told her that I was not paying for a fee that I had never been told about, and that United cannot charge customers for fees that they did not disclose. The woman informed me that United never charges its customers without informing them. And then she HUNG UP ON ME.
I see that another consumer had a similar problem with an undisclosed fee. I too will be filing a formal complaint, and may try to dispute the charge through my credit card company. United cannot charge consumers for fees that they never agreed to pay. Currently, I have a $75.00 charge on my credit card. I plan to call customer relations tomorrow, but given what other people have said on this website, I don't expect a refund.
Rebecca of Charlotte NC (06/25/08)
I am currently sitting in Singapore. I arrived at the airport at 5:00am this morning for my 6:40 am flight. I was told upon check in that the flight had been pushed back until 1:40 pm. The person I was flying with was a Global Services customer and was immediately re-booked on a flight leaving at 7:15am. I was told that the flight he was booked on was completely sold out (even though people walking up after me were also re-booked on that flight). We asked why we were not informed of the delay and the gate agent said that they had no contact info for us! I booked e-tickets! The gate agent made a show of leaving me to find me another flight. She came back to report that every other airline was completely sold out, even coach. I paid for a full revenue business class ticket.
After waiting for an hour I checked with Singapore Airlines myself. They told me they had available seats on the next flight to the US (leaving at 10:40am), so I went to the United counter and found that all of the United reps vacate the premises completely after checking in their early morning flight. I called my travel agent and she called United. She was told that it was a delay due to weather and that no one was taking off from Singapore until later that afternoon.
As my travel agent was telling me this I was watching flights take off and get pushed back from the gates here at the airport. United is plain old, flat out lying. The Singapore Air flight took off while I was waiting for them to resolve the issue (I had already checked in so my agent could not refund my flight, I bought a refundable ticket). So, if you buy a refundable on United it is not really refundable because their agents hide from the customers. It is now 11:40 and the customer service people at the airport still cannot find any United respresentatives.
Of course, my delay will cause me to get into Chicago too late to catch my flight to Charlotte, so basically they have cost me an entire day and many, many hours of pain. I am a business flyer and flew over 250,000 miles with USAir last year alone. United - I flew you to Asia a couple of times last year. This is the last time I will permit my travel agent to book me on one of your approx. $10,000 cross-atlantic flights. Hopefully you will start to feel the pain of your POOR, nonexistent, dishonest service.
Unreasonable expenditure of my time, possibly additional expense if I have to re-book on another carrier tonight.
Dee of Houston TX (06/24/08)
I bought a ticket with 25,000 frequent flyer miles on United Airlines. The total charges, including taxes and fees was stated as $10. I got a receipt on email with the above information. They are now charging me two separate fees of $100 and $10. I called to request why and they said that the $100 charge was because I booked within 6 days of the flight. They did not tell me that on the webpage when I booked the flight. They also did not tell me that when I got the emailed receipt for $10 and a deduction of 25,000 miles.
Now they will not credit the $100. They are irresponsible and the several customer service representitives are incompetent. They only say it is nonrefundable. I was never told that I would be charged the $100. They cannot lawfully do this. They are not within their rights to charge me without informing me or sending me a receipt. I will file a formal complaint.
E. of Riverside CA (06/21/08)
20 JUNE 2008 9:30pm I booked my 16 year old Daughter a flight on United. My Daughter would be traveling via Jonhstown,Pa to Washington, DC to Denver, Co (DEN/Flight#903) to Ontario, Ca. Flight #903 was cancelled. This is very unprofessional. One employee contacted me by phone. Employee would not give her full name or employee # when I ask for it to make a complaint. Oh yes, She hung up on me then called me back. The most she would tell me was she is a Supervisor and her name is Jackson. She had a bad accent. She put me on hold for 10 minutes. I could hear her talking about me and my Daughter. She would not set up my Daughter with lodging unless I paid [United] $99.00!
My Daughter was flown to LAX. I had to drive 160 miles (round trip) to LAX and of course pay for 2 hours of parking, because her flight was also late. My Daughter's baggage was not at LAX. The bags where at Ontario. We are still waiting for her baggage currently.
time, money, and my intelligence
Toni of Cocoa FL (06/20/08)
I purchased a flight for my mother and her friend to go to Vegas for a couple of days. The flight originated in Tulsa and then to Denver and on to Vegas. When they arrived in Denver the agent told them what gate to go to for their flight. They went there and the gate agent said they were in the right place and said they had time to get something to eat in the resturant right next door. They went back to the gate and sat down. At no time was anything posted of a gate change. When they asked about boarding the agent said that the gate had changed and they should hurry since they were boarding. No announcement, nothing.
Two elderly ladies took off and have to cover the entire airport. They got there about 10 minutes before departure and the gate agent there would not even acknowledge them. She was rude and told them they would not make their flights. This I do not understand because they had their boarding passes. When they tried to board the agent at the door said it was too late. They were sent to stand in a line with about 100 people. Of course, their plane took off without them. Over 3 HOURS LATER, they were assisted by another rude agent who told them they could have gotten on other flights if they weren't in line so long. They ended up having to stay overnight in Denver, at their own expense, and fly out the next afternoon.
When they arrived they went to pick up their bags and both my mother's brand new luggage and her friends were really damaged. They went to the damage counter and the woman was buzy chatting. When she was throough, she looked at it and said that my mother should have bought better luggage and she would not allow her to file a claim. So my elderly mother set off, dragging her destroyed bag through the airport. My mother called me in tears once she got to the hotel. I contacted United. I called the customer relations dept (which was a call center in India) I could not understand anything and asked for a supervisor. She spoke a little better english. She listened and apologized. I asked if they could be bumped up to first class for their return flight and she laughed and said that the offense wasnt that bad.
I asked about claiming her damaged bag and she said that I needed to contact the baggage dept. I called the baggage dept and the lady told me that they only handle lost bags. I needed to go to the counter at the airport. I explained, again, that she had done that and I needed help from a supervisor or something. She said that I can email corporate baggage and they would help. I email corporate baggage requesting that her bag be examined and she be allow to submit a claim. I received a canned response that they do not handle claims and I needed to go to the airport counter to file a claim. I responded that she did that and that is why we are contacting them. Once again, canned answer but this time with an apology.
I called the airport itself, hoping to get directly in touch with the claim counter and possibly speak with a supervisor. They transferred me to the United reservations line. I am so angry. I understand that problems happen sometimes. But the company should want to fix the problem or at least take care of the customer.
Loss of new luggage. Both wheels broken off and zipper busted.
Maria of Denver CO (06/19/08)
I have accumulated 85,000 frequent flyer miles on my account. I planned to use these miles for a family vacation for 5. I asked to book two tickets using my frequent flyer mileage to go from Denver to Cancun in August, 2008. According to the agent, I could not use my miles. The flights were full. Then, I proceeded to ask if I could use my mileage for two tickets in any weekend starting in August 16, 2008.
The result is that United was booked until May 3 2009. I could only find a flight to go to Cancun, but I could not find a return flight using my frequent flyer mileage. The attendant could not schedule anything pass May 15, 2009. The system does not allow this. The mileage I accumulated is worht nothing is my experience.
THere are too many restrictions in order to use them. Those restrictions are not disclosed. It is a fraud. I feel that a large corporation for which I had much respect has cheated me and it is taking advantage of many oother people.
I have another credit card that gives me 2% back from any purchases. If I would have used this card I would have $1,700 in cash to buy tickets in any airline. I could have paid for in any other airline with better service. I have wasted one and half hour yesterday trying to book my flight. I have wasted 2 hours this morning trying to get someone in Customer Relaltions to book my flight. After two supervisors and retelling my story four times I was told the the only thing they could do is to give me two $100 vouchers for any future trips. This is not worth my time. I think a class law suit would be the only way to fix the system.
Sherry of Los Angeles CA (06/17/08)
United publishes a Star Alliance Partnership with their mileage program. It took two minutes for my husband to book a flight with Luthansa using his miles with Air New Zealand. It has taken two weeks to try and book mine with United miles. Even though Air New Zealand is willing to take them. I finally had to book a ticket and try to get an upgrade - AGAIN - it is okayed with AIR NEW ZEALAND to take the miles. United's Bernadette lied several times - starting with no Star Alliance partner flies out of LAX on Sept 15, 2009. My husband is holding his confirmation for that very day. What's the problem - it's Air New Zealand who is eating the ticket - not United?
I have had to pay $3,700 + for a ticket that Air New Zealand even says should be honored by UNITED. I would love to be part of a class action suit if anyone goes after United.
Ernest of Austin TX (06/16/08)
Regarding United Flight 1238 from Denver to Austin on 6/14/08. Flight Attendant, Elliott, was so rude to myself and other passengers that it was more than disturbing. He threatened multiple passengers that he would turn the plane around to have them removed for minor things like leaning seats back too early or not getting their kids buckled up quickly enough.
He was so verbally abusive to me that my 9 year old thought he was a terrorist trying to take over the plane and spent the flight crying and scared. When I brought the issue up with the pilot and the attendant after the flight, Elliott told me you are a liar and that I was trying to get something out of the airline. This is the most insulting customer service experience I have ever had in any industry. As an employer, I would have fired the person on site.
I'm trying to get in touch with someone to make sure they are aware of the issue and doing something about it, and hoping to get a personal apology. I would never fly united again, so I don't want any kind of credit.
Tuomo of Mountain View CA (06/11/08)
We had a flight scheduled at 6 am for our family of four from San Francisco to Boston and then connecting to Helsinki. We arrived to the airport in time for the fight. We were first lead to one line for electronic check in, it took about 15 - 20 minutes in that line, then we asked to be checked in manually since we did have plenty of luggage. We were led to another line, which took about 10 minutes. Then the new line took about 30 minutes.
While in the line, I realized early that we are running out of time, so mentioned that to the UA representative. Her comment was: stay in line. Then I contacted another representative, she said immediately that you cannot make it anymore to the flight but she did not even try to do anything about it.
We continued to stay in the line for 10 minutes, got to the check in desk. Then the check in person moved us to another check in counter where we had to wait for another 5 minutes for someone to come to take care of us. At that time there was only 30 minutes until our flight departure, so she did not even try to get us on the plane. The next 3 hours I continued to struggle to get us a new flight and United to cover the cost of changing everything. Their statement was that they will reroute us only up to Boston, and cannot take care of the connecting flight to Helsinki.
After myself calling my travel agents directly about 5 times (totally I spent on the phone over one hour) I was able to rearrange new Boston Helsinki flights two days after our original departure and UA booked us the same SFO - Boston flight for the new date free of charge. The main problem was the UA not being able to handle check in in timely manner. According to UA there were several other people that did not make to the planes due to the slowness of the check in. We had the original flights arranged so that one flight had single itinerary for SFO-Boston-Helsinki by American Express. Three flights were arranged through expedia.com consisting of two itinenaries; one for SFO - Boston and one for Boston-Helsinki.
Economical impact Personal costs: - $1263 change and new ticket fees to change the Boston-Helsinki Flight for my family - after discussing for 30 minutes with UA representative, I was granted $400 vouchers for future UA flights (this is not equal to cash money though) => total personal impact $863 My Company - about $300 ticket change fees (assumption) - $200 taxi fees to back home and to airport again - Hotel penalty in Helsinki 185 Euros = $277 - impact to rearrange the meetings in Helsinki= 400 Euros = $600 Total Impact to my company: $1377 Full cost impact estimated: $2640 - $400 UA vouchers = $2240
William of Fayetteville AR (06/09/08)
My wife a professor with University of Arkansas had taken 11 students and 2 other professors on a healthteams abroad to Sweden. While enroute home they arrived at O'Hare Chicago airport. The flight scheduled for arrival at XNA (Sunday 8 June 08 flight 5991 5 p.m.) was cancelled then re-booked for 8 p.m.. That too was delayed until 10. Likewise that was delayed until 12:30 p.m..
I checked their website at 11:30 p.m. and it stated the flight had departed. I drive an hour to the airport and the electronic kiosk shows the flight is now delayed and not expected to arrive until 1:03 a.m.. Another check of the kiosk and that time had changed to 1:22. Each time I checked the kiosk the flight was moved out another 20 minutes. It is now 2:43 and the kiosk claims the flight had arrived. 2:55 a.m. and there are no passengers on the escalator, no luggage and no airline personnel to query. I finally found a lonely baggage handler (most personnel left after midnight) who inflrmed me the flight had gone to Memphis.
Arriving home I received a phone call from my wife (she had to borrow a cell phone) to inform me of what I had already discovered. They could not leave the airport because their tickets did not indicate the re-routing and as as such would not have been allowed back into the gate area. Therefore, having been traveling from abroad sleep deprived, United did not offer lodgings, hadn't a clue how to get them home before 7:45 p.m. Monday evening.
Seven fourty-five Monday morning I received a call saying my wife one other professor and 5 students were forced to rent an automobile on their own dime and drive back. The very least United could have done was to charter a bus so they would not have to drive in a sleep deprived state. Am I angry with United bet your sweet a - - I am. I shall be writting a sombering letter to the CEO. I don't really expect much sympathy after reading on thier website the CYA disclaimer for cancelled flights and other lame excuses for not keeping their contractual agreements to get their customers to their final destinations expediently.
I had my time with UA from years of travel to the far east racking up months of flights to China, Spain, England, Korea and Mexico. My inhouse travel agent had carefully entered my frequent flyer number, which for unexplained reasons United had cancelled. When I attempted to cash in on those hundreds of thousand mile, I was told there were no accumulated miles. My agent sent in paid receipts to verify the tickets purchased and they stone walled. Since 1996 I have refused to fly UA.
Doug of Falls Church VA (06/01/08)
On May 31, 2008, my wife, two young children and I planned to travel to Jacksonville, Florida from Washington, DC (Dulles Airport). We were scheduled to depart in the morning. When we tried to check-in, however, we were informed that our flight was canceled because there was not a sufficient flight crew. We were then sent to stand in a line for additional services. This line was very long and there was only 1 person helping people in this line. We waited for more than 30 minutes.
When we finally were helped, we were informed that there were no flights with the 4 seats we needed until after 9pm. There was a flight on another airline, but we were told that we did not have enough time to get through security and get on that flight (due to the long wait in line). Having our children fly late at night when we would not arrive at our hotel until 1am or so made no sense. The person who helped us told us that United has been cancelling flights that aren't full to save the fuel costs.
I find this to be incredibly unfair and irresponsible. I bought tickets on a particular flight and honored my part of the bargain by paying. United ought to have the decency to honor its part of the bargain by flying the plane to its destination. Given that we were only going for a long weekend, the family canceled the trip -- though I still need to travel today (June 1) to Jacksonville because I have business there in the morning. Today I arrived at the airport. Upon arriving at the gate prior to my 4:40 pm flight to Jacksonville from Dulles, I was informed that the flight is delayed nearly two hours because there is no flight crew. The plane it just sitting there. I don't know whether the plane will actually fly at the new time or not.
I am having tremendous difficulty formulating into words (without the use of expletives) how angry I am. The trip was supposed to be a nice thing for our family as it is my wife's birthday on June 2nd. We were also supposed to see family on this trip (my uncle is recovering from an operation and was excited about seeing the kids). All of this has been ruined either due to incompetence (the inability to get a flight crew for scheduled flights) or perhaps United willfully choosing to break its obligations to passengers like me due to its business expenses.
I would very much like to receive a real response from United (not just a form letter) explaining how this level of incompetence and/or irresponsibility has come to be the norm at United. If I have any choice in the matter at all, I plan to never do business with United again. Although if United's service does not change dramatically for the better I suspect it will not be hard to avoid United -- I expect the company to be out of business.
Partha of San Jose CA (06/01/08)
Bought a ticket online using my miles for a trip on United Airlines. At the time of purchase, a total of $5.00 was charged to my credit card for taxes, fees and surcharges. On my credit card statement I see another $50 charge. When I called United Air customer service, the agent told me that this was a penalty because the ticket was bought less than 14 days before the trip.
Apparently, there was a clause when I bought the ticket that said I could be charged up to $100 if the travel date was close to the ticketed date. While I understand that, I believe this should have been made clear when I bought the ticket. To my understanding, I never authorized the $50 charge. This was sneaked in without my knowledge. When I asked the agent to transfer me to a manager, I was promptly disconnected.
Charged $50 on my credit card without my authorization
Jeanne of Boonville NY (04/22/08)
At approximately 7:15 am on April 20th, my traveling companion and I arrived in Washington DC after a night flight from Phoenix Arizona, expecting to get on a plane to Syracuse NY at 8:20 am. We arrived at the gate well in advance with a boarding pass AND a previously assigned seat. Before that plane started boarding, an announcement was made that the plane was overbooked and those people with seat assignments would be let on first. The man taking the boarding passes told everyone without assigned seats to step aside. When we handed him the passes he looked up our names on a print out and said, This is one of the lowest price fares. I am not going to let you use this ticket.? He rudely told us to step aside and proceeded to take the tickets from other customers who were behind us in line. In spite of my continued protests that I had an assigned seat, the United agent continued to ignore me. At this point, I became aware of the fact that we were part of a group of 14 people headed to Syracuse that were involuntarily bumped and were stranded in Washington. The overbooking was even more outrageous in light of the fact that the plane only held 50 people and this occurred at one of the busiest times of the year spring break.
After wasting over a half hour standing to the side of the boarding area, we were told to go to customer service. At this point there were about 50 people waiting in a line that did not appear to be moving at all with one customer service? representative at the desk. As the crowd of people became more and more agitated another customer service rep from United arrived on the scene, directing people to a bank of phones and promising to get a supervisor on the scene. As far as I could see, the supervisor never arrived. I walked over to the phone and followed the directions on the screen. My call was sent to someone in India who proceeded to tell me that I could call the toll free reservation number but that I would have to go to a phone booth? to do so. This proved to be another act of futility that simply wasted more time.
After another hour and a half of waiting in line, I finally got to see a customer service representative. I was never given a written statement describing my rights and the airlines policy on involuntary bumping, as required by federal DOT regulations. I was informed that the next flight to anywhere in New York state with open seats was on Wednesday. I explained that I work as a teacher in a school with an item in our contract that specifies that no personal time can be used before or after a vacation and that I would lose my pay for those days. It was clear that the United airline personnel couldnt care less even if such a delay led to my death. Throughout this process I was in communication with the other bumped passengers going to Syracuse. They were all told the same thing and when a request was made for bus transportation to Syracuse for the group it was repeatedly denied. We also told the agents that we would be willing to share a rental car or van and requested a voucher to do so. This request was also denied although one of the agents said that we could send in the receipt for compensation. In short, the response by United Airlines to our plight can best be described by the attitude It is not our problem. Dont expect us to do anything about it.? When I requested a full refund for the ticket I was informed that they would only refund the part of the trip from Washington to Syracuse (a? small amount? to quote the agent)
At this point I decide to save the ticket for a future attempt to receive just compensation, hopefully from someone who was more reasonable and customer friendly than the crew working at Washington/ Dulles. The airline did give us what will most likely prove to be useless vouchers for a future roundtrip flight. All of the Syracuse passengers, having been given the same lack of service and most being desperate to get back home, decided to rent cars to drive out of Washington. My friend and I shared a car with 3 other people. We rented a Hertz full sized vehicle, one way for a cost of $320 with taxes and a tank of gas. Our share of the car was $128 plus and additional $10 each in gas. We also had to stop for lunch and dinner where we incurred another additional expense of approximately $60 for the two of us. The trip home was emotionally and physically draining.
During the first two hundred miles of the trip we drove thorough blinding rain storms in extremely heavy traffic. We also got stuck in two one hour long traffic jams on Route 81.All of this was undertaken by drivers who had little to no sleep on the plane the previous evening. In light of the evidence that driving while tired is as bad as driving while intoxicated, this was a potentially dangerous situation. I did not arrive home to Boonville, NY until well after midnight. I went into work the next day after having had only 4 hours sleep in a 48 hour period. On April 20th after about an hour of wild goose chases? on the phone, (being kept on hold and repeatedly transferred among a multitude of recordings and people) I finally spoke to Linda Addante in headquarters about yesterday's nightmare. She confirmed that there were indeed no flights out until Wednesday and that it is the policy of United NOT to provide any ground transportation regardless of the circumstances. These agents at the Washington/ Dulles were merely following company policy
I asked for a refund for the full price of the ticket, compensation for the portion of the rental car and the expenses of meals on the way back. She called me at home later and stated that United would give me $87 for the last leg of the trip, and payment for my portion of the rental car - $74. If I chose to return the voucher, I would get another $87. This in no way compensated me for the situation described above. Upon further reflection of this situation I asked myself several questions: 1. What if I were very elderly, disabled or incapable of driving over 400 miles in horrendous traffic to get home? Would I still be sitting in Washington DC? 2. Why are the airlines allowed to engage in the deliberately fraudulent practice of selling more tickets than there are seats, leaving passengers stranded for days? If any other business regularly engaged in such practices they would be sued and/or fined. 3. Why is the federal government continuing with the laissez-faire policy towards airlines in spite of the overwhelming evidence that such an approach is detrimental to the well-being of the American people?
Rose of Vancouver, Canada (04/15/08)
On my way to Guatemala City in February, united airlines misplaced my luggae. I spent 2 weeks in an orphanage with only the clothes I was wearing. I received my bag as we were leaving Guatemala, and I checked the bag again. When we arrived home in Vancouver, my bag had been competely destroyed by a conveyor belt, along with everything it, as well as many items missing from the bag. I filed my claim at the airport, and since then I have left messages and emails with various representatives of the airline almost every day. I have faxed receipts for the damaged and missing items to representatives. I have only been contacted once, in a conversation that concluded with instructions for me to reach the representative, Matthew C, at a later point. T he many attempts I have made to do so since then have failed, as Mr. C seems to be on extended holiday. Furthermore, one of the other reps I spoke to regarding my complaint more recently, checked the computer and informed me that I was not, in fact, on file. I am prepared to sue.
Damage: The value of the bag itself, as well as the items that were removed or damaged beyond repair amounts to roughly $500. Not anticipating this loss and having to repurchase all the various items, I had trouble paying my university fees, and my cell phone bills. Two text books were removed from the bag which were required in order to study for a midterm exam the day after my return. I suffered further academic loss in that I had to work more hours to compensate for my losses; I missed class in order to work more often, and lost valuable opportunities to study for exams and write term papers. Most importantly, the orphans I had visited in Guatemala had written me letter which I was planning n reading when I got home; I will never have that chance, as the letters were removed from my bag.
Eric of Fallbrook CA (04/09/08)
I paid for an upgrade to first class and when I was put in economy and told to apply for a refund. When I applied for a refund UAL put up so many hurdles in an attempt to keep from issuing a refund I almost gave up.
In an attempt to get UAL to refund $425 I had to spend in excess of 8 hours on the phone to call centers in India and The Philapines, and I had to go out to the airport to speak in person to UAL personell.
Aaron of San Diego CA (04/06/08)
I'm sitting in the SFO airport now. Will be here for 10 hours if the flight UA rescheduled me on actually leaves on time at 11pm tonight. I was up this morning at 3:30am for a flight leaving SAN at 6:18am. UA ground crew at SAN got the fuel hose stuck so there we sat on the tarmac in SAN for an extra 25 minutes. Just long enough to miss my connecting at SFO. So here I sit. Tired, pissed. But that's not what's bothering me.
The thing is there were 2 empty 1st class seats on an earlier UA flight to my destination. But UA says . No way, those seats are $200 more Remind me again who got the fuel hose stuck? Was it shoddy equipment or untrained, inexperienced personnel? And of those 2 scenarios who is to blame? Suck it up UA. I expect to see 2, possibly 3 distinguished gentlemen from Texas and Alabama during an unrelated, upcoming charity fundraiser event. I intend to make it abundantly clear to them NO MORE BAILOUTS FOR UA! This time you all lose your jobs and hopefully most of your pensions. Good riddance. God bless capitalism.
Stephen of San Francisco CA (03/28/08)
When I checked in last evening (Thursday, March 27, 2008) at the gate for my approx 1 1/2 hour delayed United Airlines connecting flight, I was informed that my upgrade request to United First had cleared and I received my new boarding pass for Seat 2D. After boarding the flight and taking my assigned seat in United First, just prior to departure I was approached by the gate agent and informed in front of a fully occupied First Class Cabin that a MORE IMPORTANT United customer unexpectedly had arrived for the flight, required my seat, and I would have to relinquish it to him. At great embarrassment, I vacated Seat 2D and went to the rear of the plane in search of my reassigned seat in United Coach (10C), which was further back than the seat I had been assigned prior to my subsequently revoked upgrade.
Then, to make matters even worse if that's possible, when I arrived at Seat 10C I found it occupied by a gentleman who had taken the seat due to the fact that his assigned seat had been taken by another man. After a barrage of unpleasantries by the man that took the seat of the gentleman in my assigned seat (and without any intervention assistance from a UA cabin crew member, all of whom seemed to be seeking to ignore the entire situation), the rude and surly man moved to his assigned Seat 10B. Consequently, I was forced to sit next to him for the duration of the flight from Seattle to San Francisco. NEVER IN MY LIFE HAVE I FELT SO HUMILIATED, PUT UPON, AND ILL AT EASE FOR AN EXTENDED PERIOD OF TIME. To be crystal clear, I wish I never have to fly again which is an impossibility in my job. I do truly wish, however, that it would be possible to transfer my elite frequent flyer status and miles with UA to another U.S. airline that flies both domestically and internationally. I NOW DETEST UNITED AIRLINES! A thoroughly disgusted UA Multi-Year 1K and 1 1/3 + Million Mile Flyer.
Rachel of Round Rock TX (03/27/08)
Re: Flight 889 on March 4, 2008 from San Francisco, CA to Beijing, China
. Flight delay - 1-hr. 35-min. in San Francisco on the tarmac resulting in an already long flight into an exhausting trip.
Also some of the flight attendants were rude and not too accommodating.
Lastly, the same movies where shown going and coming from China. The audo worked approximately 50% of the time, and when it did it was of poor quality.
Bruce of Bethesda MD (03/17/08)
On January 7, 2008 my wife and I were supposed to fly from Washington DC to London, England. I was flying for a business meeting on January 9, and my wife was accompanying me. Because of severe weather in Chicago, our flight was repeated delayed in leaving Washington. Worrying that we would miss our connection, we repeatedly asked the United agent to get us an alternative flight, but she insisted that we'd get to Chicago in time for the connection to London. But after a 3 hour delay, by the time we arrived in Chicago our connection had already left.
Because so many Washington passengers missed the connection to London, it took more than 2 hours in line before we were able to talk to a Customer Service agent in Chicago, who told us she couldn't confirm us on a flight to London until 2 days later. This would make me miss half of my meeting in London. The agent listed us on standby for the next afternoon, and we went to an airport hotel - by then it was after midnight. The agent didn't help us find a hotel, and because the problem was caused by weather, didn't give us a voucher to pay for the hotel or food.
We returned to the airport more than 2 hours before the flight to try for stand-by but there weren't any available seats. The next available flight would get me in too late for my meeting, so we just told United to put us on a plane back to DC. Somehow, this whole experience doesn't seem to fit with United's 12 point Customer Commitment pledge, especially point #3 (notify customers of long delays and work proactively to help them reach their intended destinations), and point #8 (meet customer's needs during long delays). Now I'm trying to get a refund for my wife's ticket (mine was paid for by the company I was supposed to meet with - a charity that raises money for cancer research, which is now out the cost of my ticket). After an email contact from United Customer Relations assuring me someone would call me, I've waited more than 3 weeks without a call. I've tried to call them but just get shuffled through one recorded message after another - even after clicking on one that was supposed to put me through to a live agent. I won't fly United again, and am telling everyone I work with to avoid them.
Patricia of Hamilton MI (03/12/08)
My family and I were returning from our vacation in Mexico. When we got to the airport 3 hours early we were told our flight from Cancun to Chi. O'Hare was going to be 30 min. delayed. When we got to Chi. and got through customs, which took around 2 hrs, we had missed our connecting flight to Grand Rapids, MI. We were then told to get in another line and to give them our luggage and that we were booked on the 9:30 flight. We went to the ticket counter to get new boarding passes and the ticket agent said we were not booked on that flight and that flight was overbooked anyway so we couldn't get on. There were no other flights with any other airlines, so we were told that we could book a flight for Mon. afternoon (we came in on Sat.) but there was no way we could stay in Chicago for that long.
We decided to rent a car to drive back to MI. After about a hour or so we were able to find a car to fit 6 people and luggage. So after 3 hrs. of driving we were back home at 3:00 am when we should have been back by 8:30 pm. I called the airline to get a refund for the ticket we did not use and they will only refund $41.60 per 6 tickets. I think that is a ripoff. A one way ticket from Chi. to GRR is $445.00. We had to pay $304.00 for a rental car for not even 1 day. The ticket agent said that United would not pay for a rental car. When it is the airlines fault for delays and people missing connecting flights they should be responsible for getting another flight scheduled to take care of the people they know are going to miss their flight. Or compensate them for having to find there own means of travel to get home. I don't think I will travel with UA again.
Everyone in my family was so stressed out about the whole thing and the extra money and time we had to spend.
Srilekha of San Diego CA (03/09/08)
Flight UA324: March 8th, 2008: 9:25AM LAX to IAD. I was traveling with my 11month old baby on United from LAX to Washington and from Washington to Frankfurt. We were extremely frustrated with the service we received. [1]. Bassinet: I had made my reservation at least 2 months prior to my travel and we had called United at least thrice to re-confirm that we are getting a seat with bassinet. When we boarded the flight, we were shocked to see that we were assigned a seating without a bassinet. The hostess was nasty and said we should have confirmed earlier that we wanted a bassinet. This is ridiculous. On top of this, she said we should leave the baby on a plastic bag on the floor under our legs if the baby does not sleep on the lap. This is the height of madness and insanity.
[2]. Lunch and DInner: We confirmed thrice with united that we wanted vegetarian meals. Same story here. Once on the plane, they said they have no food for us and we should have requested it during flight reservation. These hostesses should be fired and never to work as an hostess again.
When passengers are treated as freight and baggage, clearly, they are thinking they are not in the business of providing services to passengers, but merely transporting them as goods. The reservations are not being handled properly. When I make a special request like a meal or bassinet and when I am paying taxes and other charges for the child, we need the service. If you are a potential traveler, don't go by United. There are other carriers including low cost carriers who provide far better service.
My son fell sick. He could not sleep. He is running a high temperature. He seems to have gotten a stomach infection and the hostesses were trying to ignore us as much as possible. We are right now in Chennai, India. Lufthansa airlines from Frankfurt to Chennai provided much better service. I would advise Lufthansa to discontinue tie-ups with United as this would only negatively impact them.
K of New Orleans LA (02/23/08)
My family and I are longtime customers of United Airlines but are very disappointed at the terrible service rendered to us during our recent flights from Dulles to Sacramento back in December, 2006, when I was deceived at the check-in counter when I checked in my luggage. I went to the gate 2 hours early (as instructed), and then when I arrived at the GATE to board the flight, I was involuntarily refused entry to the plane without any reasonable reason. I was directed to go to CUSTOMER SERVICE at DULLES, and was forced to wait in line for about 6-8 hours at Dulles to speak with a customer service representative. In the process I injured my knees, and witnessed outrageous conduct by UNITED Airlines to other passengers such as elderly (80-year-old) women, pregnant women, children and thousands of other passengers also forced to wait in line, WITHOUT WATER or anything to eat for up to 10 hours. The phones were not working properly, and it was a ZOO at Dulles to say the least.
Moreover, there were numerous passengers from Europe who were forced to sleep in the floor at the airport for up to ONE WEEK because United refused to give them lodging. When I finally arrived at the hotel, they had NO FOOD to eat, nothing to drink (they wanted $4.00 for a bottle of water!), and no breakfast was provided at the hotel the following morning, nor WATER, again without paying $4.00 for a bottle of water. No water fountains. It was simply terrible how United Airlines handled this matter and the MAD HOUSE at Dulles Airport that week. Returning from Sacramento was even worse when UNITED charged me THREE TIMES to change my flight (twice at the airport for the exact same flight change). I am very disappointed to say the least. Then, the make everything WORSE, their customer support staff has written very evasive letters failing to address my injuries
Knee injury. Loss of time. Loss of revenue.
Richard of Sylacauga AL (02/22/08)
On Nov.18, '07 I was flying from Edmonton to Birmingham Al.with a connecting flight in Chicago. Three of my friends and I had been on a deer hunting trip to Canada. We had all taken trophy deer. We placed our deer antlers and capes in a large plastic tote and claimed it as checked baggage. The airlines lost (or someone stole) our container with our trophies inside. I have gone through all the hassle of filing a claim and waiting on the airlines to settle with me and my friends. These trophies were very valuable, and the trip was very expensive. The airlines decided to try and settle with a small monetary amount, and it was like a slap in the face. Their reason was that we did not have a proper receipt for the contents of the container. That's untrue; we sent them a receipt for the cost of the hunt plus licenses and tags. This was a once in a lifetime trip, and the airlines took it away from us.
We lost our trophies, and it set us back somewhere around $13,000.00--not to mention the mental anguish we've suffered. We are not rich people, and we had to save up for years to make this trip. I would like to make them pay for our trip plus something for mental anguish and all the hassle I have been through because of something they have done!
Bev of Philomath OR (01/24/08)
I had a ticket with United to go see my mother who was dying of kidney cancer. I was to leave on a Sunday. The Wednesday prior to the date of my ticket, she had a medical crisis and I needed to get there as soon as possible.
I tried to change my ticket using the website. I was told that I needed to call. The first 3 times I called, after going through the levels of voice mail, I was cut off. The 4th time I called, a person answered. This person spoke barely understandable English. I explained my situation. She told me that she could not help me with changing the departure date on my ticket. I would have to call a different number. I asked her to transfer me to the appropriate person. She said that she could not and hung up.
I tried calling the number she gave me 2 additional times. Each time, after going through the levels of voice mail, I was cut off. Finally in desperation, I bought a ticket on another airline.
However, I continued to try to cancel my original ticket in various ways, including email and calling the ticket office at the Eugene Oregon airport. THe agents in Eugene said that they had cancelled my ticket, and that I could use its value, minus a change fee, for my return trip.
After my mother died, I tried to use the value for my return trip. I was told that I had not cancelled my trip prior to departure, so my ticket had no value. As a gesture of goodwill they would issue a voucher for $300 for future travel. This is $170 less than what I paid for my ticket. Furthermore, it would not have been possible to use the voucher for my return trip.
United has a responsibility to staff their customer service at a level that allows people to change their travel plans in emergency situtations.
I had to buy a ticket with another airline costing me about $700 for the round trip. In addition, I am out the $470 I paid for the original ticket with United.
Venkat of Cary NC (01/23/08)
My my wife and I traveled to Bloomington on 21st Dec. We had a connecting flight from Chicago to Bloomington. After everybody boarded the flight, they announced that the flight is being canceled due to bad weather in Bloomington. All of us on the plane went to customer service of united airlines and they asked us to take care on our own to reach the destination. We asked about luggage and they said they cannot give it and the luggage will arrived next day in the evening to bloomington and that we have to collect it from the airport. After all this nonsense they also said that they will refund the airfare from chicago(ORD) to Bloomington(BMI). I am calling the customer service and every time and they ask me to call a different number. Sometimes I don't even get the line, even after waiting for more than 30 minutes. They still owe me 2 ticket fares. I think my phone charges are becoming more than the airfares.
Larry of Aurora CO (01/04/08)
My direct flight from Denver to Birmingham AL was delayed 8 hours because UA did not have a plane available. The plane was grounded in Aspen CO because of bad weather (snow) which was forecast the day prior, therefore unable to fly to Denver for the flight to Birmingham. I feel it is unreasonable to have a direct flight between two large cities rely on a plane coming out of a small mountain town where the weather is often unsuitable for flying.
UA waited all day before they canceled the flight out of Aspen. UA finally provided a plane and crew to fly to Birmingham 8 hours after the scheduled departure. I spent an entire wasted day in DIA airport. Do I have any legal recourse? Can I sue them in my local small claims court?
John of Palmyra NJ (01/03/08)
On January 2nd, 2008 I arrived at Philadelphia airport to catch a flight to Omaha, NE with a connecting flight in Chicago, IL. The flight was United Airlines departing at 700am. The flight was delayed until 800am. After arriving at Chicago O'Hare airport, I made it to my connecting flight, United Airlines departing at 945am. My luggage did not make it to my connecting flight. When I arrived in Omaha, NE and realized my luggage did not make it, I immediately filed a claim with the baggage department. I was told my luggage is still in Chicago O'Hare. Around 1100pm that night, my luggage was delivered to my hotel by United Airlines. Upon delivery I noticed the side pocket in my luggage was unzipped and open and I was missing the items that were packed in that pocket.
Those items are an XBOX 360 power adapter cord and A/V cables (original microsoft manufactured which were included with a new XBOX 360, not replacements). Also a coax/AV adapter with power cord and 6 foot piece of terminated RG6 coaxial cable. After pricing these items if bought as replacements the total is approximately 150 to 200 dollars. I immediately called the United Airlines baggage customer service and reported this at which time I was told they will investigate and they may not be liable for this even though the bag was in their possession. Although these are not extremely high priced items, it is a sickening and violating feeling when your personal belongings are lost or stolen when they are in the possession of a major corporation who possesses the money and capabilities to ensure things like this don't happen and they tell you they may not be liable for it especially after seeing what they do when the luggage gets accidentally put on the conveyor belt instead of your connecting flight and when nobody is there to collect it, the baggage workers take it off the conveyor and set it on the floor and leave it unattended for a while.
Debbie of Sterling VA (12/20/07)
On a flight to Seattle I lost a small bag with my glasses in it. I promptly called lost luggage and left a voice mail reporting the loss (the recording basically wishes you luck at ever being reunited with anything lost). Surprisingly, I received a voicemail a couple of days later that they had found my bag and they left a phone number for me to call to make arrangements to pick them up or have them shipped to me. As I was home on the opposite coast by now, picking them up was not an option. So I called the number and it was a wrong number, it was a law office somewhere. I then went online and got the number for Seattle and was greeted with a message stating that the mailbox was full and that I could not leave a message. I called the main number on the website again and spoke to someone in a call center in India, who asked me the same questions over and over, and over and after telling her that I was on the opposite coast she continued to suggest that I go to the counter at Seattle to reclaim my glasses! She was never able to direct me to anyone who could help, my requests for a supervisor were ignored and in the end I have no way of contacting Seattle to have my bag sent to me. So $300 of glasses, just lost even though they're sitting on a desk somewhere at the SEATAC airport! Unbelievable!
I am unable to claim a small bag with $300 of eyeglasses that are sitting on a United Lost Luggage desk in Seattle.
Rose of Westhofen OTHER (12/19/07)
I purchased my husbands airline tickets from Frankfurt to Brownsville, TX at Sato, Mannheim, Germany. His flight from Frankfurt to Houston was good, no problems. Unfortunately on his way back, the Airline Counter was unable to find my husbands reservation, including a window seat reservation. They put him next to a very heavy passenger, who occupied most of my husbands site as well. What good is a United Mileage Plus card?
Gail of Las Cruces NM (12/05/07)
We purchased tickets from Cheap Tickets and our return flight was on Nov. 30th from Chicago O'hare with 2 stops - one in Madison Wisconsin and the other in Denver to El Paso. The ticket counter could not find our reservation and took our debit card and swiped it. We had already paid for our tickets and $1,074.00 was taken out of our account. They refuse to give us a refund and our bank, my husband and myself have contacted the supervisor of customer relations for United Airlines and Cheap Tickets and faxed in our records of payment and keep getting the run around with no answers.
We are both on disability and have very little money in our bank account . We cannot pay our bills, including our mortgage because of this. The undue stress we are suffering from this has affected both my husband's and my medical conditions.
Ken of Reno NV (11/26/07)
In April of 2007 I booked a 1st class trip for three from Reno, NV to Kona, HI. UA decided to change planes that did not have 1st class on two of the travel legs but did not reimburse my $5,200 airfare. Instead they wanted to offer me 1st class travel upgrades for my next trip. That is not acceptable. I told them I would be flying UA next time and I wanted to be refunded, they said no. How can they get away with that? Also, for part of the trip we were delayed for nearly six hours on the runway due to mechanical problems they were having and couldn't get parts. They again made it our problem. Is there an FAA guideline which requires carriers to reimburse fares or pay penalites for these actions? After the delay of the Kona to San Francisco leg, I arrived at 1:30 am which was too late to catch another flight to Reno, NV. We didn't want to spend the night to catch a 7 am flight to Reno, instead we asked that they pay for my rental expenses and I would drive the four hours to Reno, but they refused. I ended up paying the fee myself. I've asked UA to reimburse the cost of the $5,200 fare
Walter of Honolulu HI (11/21/07)
I called united reservations to change a flight and was told there would be the customary charge of $100 to change the flight. I agreed to the charge and the flight was changed.
Upon receiving my credit card statement I found I was charged an additional $1290 plus the $100 change fee. I never was told or agreed to the additional $1290 charge to my account but since I used the flight was told that I had to pay the charge even though I never was informed of the additional charge.
Harry of Treherne (11/14/07)
Missing luggage & no one to investigate whereabouts of it. Now starting insurance claim as United story changes daily. They found it, Theyn didn't, they sent it to us. It didn't show up. We are out the luggage & contents. They believe this is acceptable service?
James of Yokosuka OTHER (11/12/07)
I purchased a fully refundable airline ticket for my wife so that she could accompany me on a business trip to Japan on August 1, 2007. My trip was canceled by my employer and I requested a refund for the ticket on July 31, 2007. I was told that on August 7th to call the refund number to check to see if my request was received. It was, and I was told that it would take 18 to 20 days to receive my refund. So after the 20 days I called them back to tell them that I hadn't received my refund and was told that it was rejected because I paid for $187.00 of it with a credit card, and that they would have to resubmit the refund claim. I should receive my refund in 18 to 20 days, and that the $187.00 would be credited back to the card in 10 days. So after 10 days my credit card wasn't credited. Once again I called and was told that there was something wrong with the address I gave them. I asked for the address they had and it was the correct one. They told me that they would resubmit the refund request and that it would take 18 to 20 days for me to receive my refund.
Now my employer is transferring me to Japan, and I am desperately in need of this refund. So I called the refund department again and told them that I need either a refund within the next couple of days or a new ticket for a trip to Japan for my wife. I explained that I needed to buy a ticket for a flight on November 12, 2007 and could not wait another 18 to 20 days. I was told to reserve a seat and I would get my refund on October 31, so I did that--and of course I did not receive my refund. It is now November 12th, and I still don't have my refund. I have noticed that when ever I call United's Refund or customer relations department that everyone seems to have the same last name: Smith!
Now my employer has had to put me up in a hotel, and I am waiting still for my refund that I should have had back in August. I called United again today and spent an hour on the phone just to have them tell me that it is going to take another 20 to 45 days.
Susan of Hebron CT (11/08/07)
I purchased tickets through Cheaptickets.com. The tickets were issued through United Airlines. Unfortuneately, I had to cancel my trip. The tickets were non refundable, but I was told I could use the credit for 1 year. I tried to use the tickets a few months later and when I called United Airlines, I got the runaround from associates where could not speak English very well and had terrible phone connections.
After 3 calls to them and over 2 hrs of my time on the phone, they told me I had used the tickets! I told them I hadn't and they basically called me a liar. I had to sit on hold with Cheaptickets.com for another hour before I was told that I had to fax a copy of the letter I received confirming my cancellation as well as a letter explaining the whole situation, again! Now I have to try and find a place to file a complaint that isn't out of the country.
Jan of Dielheim (10/31/07)
My luggage got lost during the flight with United Airlines on August 25 from Philadelphia to Buenos Aires. 2 days after arrival, the luggage arrived but goods were missing and a bottle of whisky had been refilled with urine. Although United promissed a refund for purchases due to the missing luggage, the issue got too complicated in Argentina for United so I was advised to file all claims back in Germany. On August 31 I have faxed both claims to United HQ in the United States.
After a few days I received a call from one of the United AIrlines agents in Germany that they needed the original receipts to complete the claim. With a letter that I wanted the receipts returned when my claims were not fully refunded, I mailed the originals. After that United Airlines managed to lose my claims also.... and nothing left but frustration. After over 100$ calling to the US to try to get information or a responsible person on the phone, I just gave up.
Shelly of Normal IL (10/15/07)
Upon arriving for my flight to Bloomington Illinois from O'Hara Chicago, I had no time to get from gate C to gate F 4. At the gate a hysterical Hispanic lady and I approached the ticket counter to find it unattended. We then approached a steel gate that was open leading down to the runway. We went down the stairs and then were guided onto the plane without asking for Id or tickets by the gentlemen that guide the planes in. Once I was seated the Hispanic lady was escorted off because they sold her seat. However I was already seated and ready for my flight.
I was then told to get off the plane because we had broken some security provision and was forced to leave the plane. Upon approaching the stairwell there was an gentlemen sitting on a folding chair. The gentlemen that escorted us off the plane begun chewing the man out stating, You could have caused all of us to lose our jobs, you are supposed to be down her at your post! After dragging us to the ticket counter three women proceeded to raise their voices at us and pointing at the sign that was on the unlocked gate going to the runway. Asking us if, we could read and what were we thinking?
The woman beside me had no money and was going to Bloomington for job training in the morning. She was crying and stating that she was going to loose her job. In the mean time they told the plane to leave even after they checked my ticket and my seat was still open. The gentleman that was supposed to be guarding the gate started yelling at us telling us that his job is now in jeopardy because of what WE did. I could not believe I was hearing this as he was the one not at his post.
Lisa of Essex Junction VT (10/15/07)
My son had the great honor to be chosen for a honor choir. He needed to travel from Burlington Vermont to Eugene Oregon. He is 17 years old but had never flown alone before so I decided to pay the extra $100.00 to list him as an unaccompanied minor. The airline assured me that he would be taken care of and that I would be kept up to date on any changes or delays in his flights.
He started out with a two hour delay at our home airport. I was not notified. He then was sent to Washington D.C. with another delay. I called the airline and they told me that he was on a flight to San Fransisco and the flight from San Fransisco to Oregon was canceled and he would have to spend the night at the airport. I was frantic for over six hours as I could not get ahold of my son and the airline did not know where my son was.
Finally at 3:00 am I got a call from my son that he had arrived. No one at the airline helped him or even knew where he was. I asked for a refund of the $100.00 fee as I felt that they did not preform the service that I was charged for. To date I have heard nothing from the airline.
Maria of Richmond TX (10/06/07)
Cancelled flights (mechanical failure) coming and going. lost 2 vacation days. rude employees. Dispicable motel they put us up in. I bet they do not put their staff in a do drop in motel!!!Everything you read on the complaints web sight for UA is all so similar. I wish I had known this before I booked my tickets. Oh, yes, they also forgot to transfer our luggage to Continental Airlines on which we demanded to be transferred to on our return journey. I never received the vouchers I was promised-oh, well, I never want to fly United Airlines again anyway!!!
4 people lost 2 days of vacation. Lots of frustations and mental anguish.
Josephine of Vashon WA (10/05/07)
My daughter was flying from Santa Barbara to Seattle to visit her elderly
grandmother who is critically ill. She arrived in San Francisco to change
flights and was told her flight was cancelled. The options given her were
to fly to LAX and wait until 9pm or wait in San Francisco until 8:12 pm
and arrive in Seattle at 10:10pm. I paid in full $571.00 for my daughter to
arrive in Seattle on 10/05/2007 at 12:45pm, not this evening at 10:10pm, after
a wait of 10 hours in the San Francisco airport. Passengers who agreed to be
bumped were offered a free round-trip ticket anywhere in the USA. My daughter,
who wanted only to see her Grandma (who is paralysed from a stroke and just had
a Grand Mal seizure and is on oxygen to keep her alive) was offered nothing.
I have been on the phone with United Airlines three times...once being disconnected.
The customer service rep Jason ( ID L) kept me on hold and finally referred me to
Philbert who offered me free miles or $150, neither of which satisfies the
situation. My mother's time is far more precious than that, and depriving her
of her granddaughter for any amount of time is heinous. Treating my daughter
in a discriminating manner (she was offered NOTHING) is also poor customer service
and I believe illegal. A supervisor at United Airlines, Kerry, informed me
that I would not receive any compensation other than a $250 travel voucher
because the free round-trip tickets are only given at the airport, and I
was using the phone...my daughter _at_ the airport was not told about any
compensation, although she inquired after waiting in line for over an hour.
I feel United Airlines is falsely representing its services and should be
dealt with by the Federal government for breach of contract to its customers.
I have unwillingly accepted the $250 travel voucher (when or whether I receive
it is an unknown) because I will receive no other form of compensation from
them...the last company I want to travel with at this point is United Airlines,
but I will be forced to use their service in order to be compensated.
My daughter is still stuck in San Francisco at this moment, my mother is still ill and unable to see her granddaughter, and I have not yet received any compensation (7 to 10 business days is the estimated wait
for compensation I wish I didn't have to use.) This is a waste of my daughter's time, my mother's time (which is precious at this point in her
life) and my time. My daughter is missing work and will not be compensated for this lost time either.
Robert of River Edge NJ (09/26/07)
Flew on three United flights in a 8 day period. Worse airline I have ever traveled on. Equipment seemed old and rundown. The overhead light didn't work, seats would not recline, you have to use same headsets that were used by the previous passengers. My wife and I were scheduled to fly in in same row side by side, but at last minute we were separated into different rows, while it was obvious the people seating next to us were traveling alone and just as easily could have been assigned either my seat or my wife's and thus my wife and I could have sat next to one anyother.
Also my flights was late by almost two hours flying out of Denver. Would never fly United again. Other airlines I have flown usually tell you what number baggage area you can pick up your luggage, no such help with united air.
Belinda of Montclair NJ (08/09/07)
My family and I were booked on United Flight 38, leaving Kahului Airport in Maui at 11:59 pm on January 21 2007. We arrived at the airport and were told that the flight had been cancelled on January 19th. United did not notify us of the cancellation, either by telephone or by email, both of which are clearly printed on the itinerary that we received. My husband and I were stranded at the airport with two small children. We had to find a hotel room for the night: no mean feat during the high season.
The Customer Service representatives we spoke to were very unhelpful. One told us that we were responsible for checking the status of our flight, even though United had our telephone and email contact information, both of which we check daily.
Further, I asked the United Customer Relations representatives to put us on the next flight with another airline so that I would not have to miss a meeting that I had scheduled. They refused, citing company policy?, and I missed the meeting. The representatives made no apology to us and did not try to make amends in any way.
We have made several written requests to United Airlines to be reimbursed for our expenses, but the only response we have received thus far is from a Customer Service representative who offered us a $100 voucher towards future air travel, which is not acceptable at all.
We had to pay $182 in expenses for hotel accomodation, airport taxi and breakfast.
Rashi of Round Rock TX (07/30/07)
I recently traveled to US by Air India and United Airlines on July 20, 2007. I want to share my terrible experience with these airlines which left no stone unturned to screw up with my baggage and with my career.
I traveled from Delhi to London by Air India and then to Chicago and finally Austin by United Airlines. When I reached my destination, I didnt receive my baggage at the Austin airport. I received only one of them and one is missing. I tried to contact United Airlines and their customer service (800-221-6093) kept giving me different stories each time. I have been calling them like hell 4-5 times a day and I havent received anything specific regarding the missing bag. All they say is that we are sorry sir and we are working on your file. I am kept in the dark from the first day. Air India is even worse than United Airlines since they dont even have a 1-800 number in US and the number (773-686-1435) they have given is always on the voicemail and voicemail is full so it cant even accept new messages.
This is my first visit to US and I am here on a student visa. I lost all my important documents and transcripts kept on this missing suitcase. I also lost pretty much all my clothes, utensils, spices others from India. I am a student and I dont have money to buy these stuff again and nor do I have money to go back to India and get my transcripts re-issued. I cant even get admission for MS which was expected to start Aug 1.
It has been more than a week now and they are not giving me any compensation and they cant even trace where my bag was scanned last time. They have very pathetic and lousy system where they dont update their website (www.united.com/bagtack).
Please pass this information to as many friends as possible. They have playing games with dreams of so many students of coming to US and studying for higher education. Please beware of Air India and United Airlines.
Julie of Chino CA (07/24/07)
My two year old and I accompanied my husband on a business trip to Illinois. My husband had a business meeting scheduled for 3:00 that day. We were booked to leave on a 6:00 a.m. flight out of Ontario airport. We checked into the airport at 5:00 a.m. and boarded the plane at approximatley 5:45 a.m. At approximately 6:20 a.m. an announcement was made stating that the first officer had overslept and was given a wake-up call and was on his way. The announcement also stated that we should not worry because we would still be able to make all our connecting flights. At 6:45 a.m. our plane finally took off, (45 minutes behind schedule). Of course, we arrived at the Denver airport late and my husband proceeded to run down the airport with our sleeping two year old daughter in his arms, while I ran behind him with our carry-on luggage. We reached the boarding gate, out of breath and were told that the connecting flight had already left! We missed it by less than 5 minutes! We went to customer service and complained that it was not our fault that the first officer overslept and therefore caused us to be late to our connecting flight. We were told that the planes don't wait for anyone (except for pilots that oversleep, evidently). We were then waitlisted for a flight that would leave at 3:30 that afternoon. Of course, that flight was overbooked by 6 so we did not get on that flight. We ended up getting boarding passes for a 8:00 flight which was later delayed by 2 hours. To make matters worse, my daughter's antibiotics, which I had placed in a soft-sided cooler, went bad while we were stuck in the Denver airport for 12 hours. My husband and I understand that planes are delayed for various reasons but we feel that a pilot oversleeping is a poor excuse for such a delay. How hard would it have been to contact the other plane, make them aware of the situation, and ask them to wait an additional five minutes? After all we waited 45 minutes for the pilot. My husband's company has filed a complaint with the airline, yet it has been almost a week and no response.
My husband missed his business meeting and had to reschedule for a later date. His company incurred numerous business expenses because we had to stay in a hotel for a week until the business was finished. My daughter's antibiotics went bad and had to be thrown out.
Susan of Coulee Dam WA (06/23/07)
United Airlines has the worst customer service I have ever experience - repetedly! On my last flight (dfw/den/geg), my connection flight was cancelled. In an attempt to catch a connecting flight, they sent us to the front counter, outside security, where we and 30+ other passengers stood in a special line and watched the ticket agents check in four other flights. We stood for 2 1/2 hours. We finally spoke to a counter agent and he would not put us on another carrier because our luggage was on the original flight. He sent us down to the other airline to see if they would let us on. They said no, we had to have a ticket from UA. We went back there and were told we had to stand at the back of the line where we stood another 1/2 hour. We finally got to speak to an agent again and he said our original flight was now leaving and we should run to it. We went through security again and ran through the airport to get to the gate which was closing the door. The gate agent saw us and shut the door as we called out. We had to go back out through security. We crowded to the front of the UA ticket counter where everyone was angry at us. I was in hysterical tears by now. The agent told me they couldn't have called the gate and asked them to wait for us. The guy finally issued us a Continental Airlines ticket. We went back down to their carrier where and had to stand in line until they issued us a boarding pass. We had to run through the terminal to catch our flight. In all we suffered almost 4 hours of trauma because of their incompetence and inconsideration. Guess what? My luggage didn't arrive in Spokane. I'm on the phone with them now to get it. I have been waiting on hold while I write this for 17 minutes so far.
Steve of Woodside CA (06/20/07)
I have more than 150,000 miles points with UA. I have tried many times redeeming miles for tickets but no chance even for months and months ahead. I had very poor experience and worried that I will loose what I worked so hard to earn -- more than 150,000-point miles that I should be able to get three tickets to Europe but I have not given any hope that I can get them.
Kirk of Fort Worth TX (06/20/07)
We were flying from Bangkok to Dallas, and got delayed by 24 hours in Japan. United put us up in a hotel and paid for food. Then they promised a$100.00 Discount Certificates on future travel. And we actually received the certificates. I made future travel reservations via Travelocity (since the certificates said nothing about where the reservation had to be made--other then the ominous Other restrictions may apply).
Now United REFUSES to honor the discount certificates. And on top of that, the supervisor I spoke with suggested that I make reservations directly with United via MAIL! Not email, not internet--SNAIL MAIL! Then I would get the discount!
Richard of Strasburg CO (06/18/07)
My wife and I had booked United Airlines round trip from Denver to Maui. The outbound flight was uneventful but we had booked Maui to Honolulu to Denver thinking that the direct Honolulu to Denver was a good connection.
At the gate the attendent announced that our flight was running two hours late coming out of San Fransisco and casually also mentions that we were going to have a 45 min stopover in Los Angeles. This is the first we had heard of a Los Angeles stopover and when questioned the gate attendent told us that the flight routinely stops in LA and if it was not spelled out in our itinerary it was in the fine print somewhere and United was not responsible for our confusion.
30 min. before landing the flight attendents announced that Honolulu to Denver flight 86 (which we were on at that time) had already left LA enroute to Denver and that we could continue on flt 2004 at gate 68 a short ten minute walk from our disembarking gate. Arriving at gate 68 we were informed that flt 2004 was full, had been full and was actually overbooked.
At the customer service counter another sullen United employee (apparently the customer service counter is some sort of United Airlines Siberia where the inept and especially sullen are kept.
We are put on standby for the balance of the day, 7 more hours in LAX. I used that time to observe United Airlines Standard Operating Procedure.
It seems that AM flights from Hub to Hub (Denver to O'Hare for example) are fair game for cancellation. The plum for United Airlines is flying fully loaded airplanes in the afternoon. They seem to look at a flight schedule as a guideline to be followed if it suits United Airlines. Their employees strive to drag each and every minute out, help as few as possible and whenever possible send customers with a problem to someone else for them to deal with, in another line of course.
In short, according to United's Flight schedule we should have been in Denver at 11:00AM after a direct flight from Honolulu. We actually arrived in Denver at 7:00PM after spending 7 hours @ LAX. The United Airlines basically dumped a load of Denver bound passengers in LA and left us to our own devices. No agent met the plane at the gate. No employees really seemed to care at all.
I have flown all over the world and it is shameful that my worst experience flying has been with a major US carrier.
Ziba of Phoenix MD (04/14/07)
In March of 2007 my husband and I had to fly from Baltimore,Md to Hawaii on a trip pertaining to his business.Since it was such a long flight we decided that we should purchase first class tickets in order to be more comfortable. Our departure was from Baltimore to Chicago(a short flight) then Chicago to Honolulu (a 10 hour flight). Well the first flight was ok since it was so short,the fact that our seats didn't recline too far or that we didn't have leg rests was not a big deal. Upon arrival in Chicago, since we had a 2 hour layover we went to the First Class lounge, only to be turnued away and told that it was for International travel only. Most international flights are actually shorter than going to Hawaii. When we finally got on board,we were shocked to see the following:
1. a horribly dirty cabin,with food everywhere and coffe splatters on the armrests and window.
2. seats that were barely wider than coach.
3. no legrests.
4. a hole in the wall next to me(seat 1A)big enough for me to put my arm through with visible insulation.
We felt ripped off, swindled in every way.If we had paid $300 for our tickets then I would have no complaints. However we paid in excess of $3,000! On the way home, we flew from Kona to LA, same dirty cabin with terrible seats and the red eye from LA to Baltimore not only did the seat barely recline but the bulkhead was so close that my husband(he is 6'1) couldn't even cross his legs!
This was all in first class!br>
Eleanor of Nyc NY (04/06/07)
On three separate days I have called the airlines to get my itinerary. After countless time spent on hold, I have been told that I would receive a copy on e mail within 15 minutes. My flight is Tuesday and I have nothing yet from them.
This is frustrating. I can not understand the ineffiency to clients.
Julie of Rocky River OH (02/26/07)
I arrived at West Palm Beach airport for a 7:30 am flight to Dulles Airport in Washington, DC. We sat on the runway for an hour because the airport was trying to remove snow from all of the gates. When we got off the plane was told that the airport was shutting down for 1 hour due to weather, and that flights would resume at 3:00 p.m. Then we were told that flights would resume at 3:30 p.m. At 3:45 p.m., my flight to Cleveland was cancelled, along with almost every other flight scheduled for that afternoon. It was announced that the cancellations were due to weather, so there would be no hotel accommodations made. We were instructed to get in the customer service line and/or call United to re-book the flights. It was announced that United reserved a minimum of four hours to return our luggage to us if we chose not to re-book. We were, that we probably wouldn't get a flight out until Tuesday. I entered into the customer service line with hundreds of other people. At 6:00 p.m., after standing in line for 2 hours, it was almost my turn at the service counter.
I explained that we were the people he had dropped off at this line an hour ago, and I asked if he had any additional staff that could take care of us, seeing as the three customers in front of us had been with the reps for over 45 minutes. He was and unapologetic. He said I was welcome to step back into the line he had taken me out of, but other than that he couldn't solve my problem, could he? I stayed in line only to find out they could book me on a flight for the next day, but that the flight was oversold. Instead of taking my chances, I decided to have my luggage released to me and to drive the 7 hours to Cleveland.
Andrea of Las Vegas NV (01/22/07)
My mother-in-law was traveling from Las Vegas to Los Angeles on flight #1485 on Wednesday morning 1/10/07. She had 3 bags that needed to be checked and was willing to pay the overage fee for the 3rd bag. When we told the agent who was checking her in that we had an extra bag to check (her nametag said Miss P.T.) she immediately quoted us $127. We assumed that was after taxes so my mother-in-law paid cash. Then when we placed the extra bag on the scale it weighed in at 59.5 pounds. We were unable to move the contents to lighten the load and said we would pay for it. She then proceeded to tell us it was another $127! We were shocked.
Then she began to write numbers down on a sheet of paper and said it was actually an additional $254!!! We were even more shocked. My mother-in-law did not have enough cash so I paid with my credit card. Miss P.T. said that it was a total of $381 because of the extra bag charge PLUS the overweight fee - she also claimed the bag weighed 63 pounds which is NOT what the scale said. The agent also stated that it would actually have been $381 for the extra bag alone PLUS another $127 for the overweight but she was combining the fees to save us money.
Well, my mother-in-law is 72 years of age and was becoming upset so I paid the fees and we left so she could make her way to her flight (we also had to order a wheelchair for her to get to her gate.) I am just furious and frustrated because I look on United's website and it clearly states that for domestic flights only (WHICH THIS WAS) any excess baggage will be charged $85 for the 1st & 2nd piece on additional checked baggage and $50 charge for any weight over 50 pounds. It also states if the baggage is BOTH an excess piece PLUS overweight the charges will be combined. $85 plus $50 does NOT equal even close to $381.
I disputed these outrageous charges and I expected to receive a response and FULLY DETAILED EXPLANATION for these charges however all I got was this form letter which only apologizes and said they would send me a discounted travel voucher. I paid enough money to be able to fly WITH my mother-in-law to LA and have the bag go through for free. I am still asking for a credit to my credit card and not some stupid voucher. What robbery!
Scott of Houston TX (01/21/07)
Lost 1 of 2 pieces of checked in luggage. First piece came in late on a subsequent flight and was damaged. Although a brand new piece of luggage (first time used), United assumes no responsibility for the damaged luggage. Second piece of luggage never left our departing city. It was tracked down and put on a flight to our destination. We were told it arrived at 6:30p and would be delivered. It was not. It is now nearly 24hrs since we arrived, and though we are given some sense of confirmation that our bag is at the airport, it is not being delivered. We are 1.5 hrs drive from the airport and are having to get the bag ourselves. We received confirmation of the bag's presence from an Airline Ambassador because no one from United would speak to us about this at the airport.
John of Livermore CA (01/17/07)
On my trip from London tot San Francisco on December 22nd 2006 I had to pick up my luggage at the baggage claim at Chicago O'Hare Airport. Because of the bad weather in London I had missed my flight and had to check in for a later flight. All my luggage was checked in also for my final destination SFO. After 5 hours waiting we finally left and late at night I arrived with only two of my three bags. A report was made and the agent assured me that it would arrive soon and be delivered at the address in Livermore California.
Two days later, back to SFO airport. Still no bag. Added information to the report to give UA clues to trace down my back. Two whole weeks of calling and talking to agents, customers service ...... To come short, one hour before I left SFO for my return to Amsterdam, Baggage Services SFO was unable to locate the bag. What surprise when I arrive in Amsterdam on January 6th 2007 that Amsterdam Baggage Services could read in my report that the bag was found at December 29th 2006. Almost 10 days later, hours calling to different agents in Amsterdam and Costumers Service and Baggage Services UA the bag is still not at it's final destination (Livermore). Nobody is able to speed up the process to send the bag, which had been identified on Wednesday January 19th to be mine. The bag is in Chicago and the only thing they have to do is to respond to all the messages send by different departments and services of United Airlines.
My stay in Livermore was ruined, because of my stressing out about the lost bag. The bag contains parts, en curtains off 4 rooms if our new home in Livermore. I was unable to finish my hard labour and celebrate Christmas and New Year with a decorated house. Essential parts of the curtains of those for rooms are missing. That is very frustrating and I am afraid that the bag will never get to California. That will mean that all the curtains have to be redone. Two and a half month of work and creativity is wasted by the lack of services from Baggage Services in Chicago. How hard is it to get that bag on a plane and send it over. It could have been on it's final destination on December 29th.
No wrong, the bag is in Chicago and Amsterdam and Customers Services are not able to make Chicago do their job by giving me the service I deserve as a loyaal frequent flyer off United Airlines. Unbelievable to know where the bag is and not able to get a hold of the people who work at that department. I really have my doubts about internal communication of United Airlines. I have spend to much time and non toll free phonecall to get some information. Up to know the bag is in Chicago ..... Will be continued.
Todd of Tokyo, Japan (01/07/07)
I am a Human Resource Manager for a Corporate Training Company in Japan. Before moving to Japan, I was in Hotel Management and worked for both Hilton Hotels and Radisson. At Radisson I was part of a management team that won the President's Gold Award for Excellence 3 years in a row. I taught the Yes I Can guest service system. Having worked in the service and travel industry, I am sympathetic to the stress and difficulties that are part and parcel of the industry. I'm also a very easygoing person. I'm 45 years old and this is the second complaint I've ever made.
Though it may not look like it, I actually tried to be concise and left out details of some of the incompetence, dishonesty and discourteousy I encountered during my recent trip. A quick browse of the internet regarding complaints against United Airlines reveals it is awash in complaints, far more than is reasonable. Anecdotal evidence from friends and relatives substantiate what I found. I can't believe that an airline, a first world airline, could be this badly run, or have a company culture with this bad of an attitude and continue to operate.
To Summarize my complaint: My flight was cancelled due to mechanical difficulties. Though the cancellation was made 24 hours in advance, no arrangements were made to put me or my traveling companion onto another flight. We were lied to repeatedly regarding our prospects of getting a seat on another flight. Several flights later, arriving at San Francisco, we were told that a customer relations agent would meet the plane and give us information on where to make our connection. No one met the plane. After checking for ourselves where to catch our connecting flight and running through the terminal, we arrived at the international counter only to be berated by United staff for being late and had our passports rudely tossed across the counter back at us.
Were forced to stay overnight in a nearby motel with no luggage. Arrived the next day to find we were on standby again and told we could not get out of the city that day as the flights to Tokyo were full. After finding out that the flight in fact had several empty seats in a more expensive section we had to fight with staff for an hour to be allowed on the flight. Were told that our luggage was on the flight but arrived in Tokyo to find it was not. Were told it would absolutely arrive within two days. When it did not arrive, we called to find it had not left the US yet.
Mechanical failures, I can understand, to a point. Even forgetting to make arrangements for passengers who have had their flights cancelled can be forgiven to an extent. What I find inexcusable is the inability of United Airlines staff or management to take any responsibility for the situation. What I find intolerable are the blatant lies or exaggerations we were told in order to get us to leave whatever counter we were at, passing our problems along to the next UA personnel. What I find ridiculous is having to explain our situation and circumstances to each new UA staff we encountered because no one had bothered to relay the information.
What I find unforgivable is the discourtesy I received several times throughout the 48+ hours we spent trying to get home.
Finally, what I find inconceivable is an attitude that assumes it is better to force passengers already severely inconvenienced due to UA incompetence to spend a second night in an airport motel, with no luggage, wearing the same clothes, disrupting their lives, rather than give them empty seats in a more expensive section.
Susan of Ullapool, Ross-Shire, Scotland (01/07/07)
We flew from London Heathrow to San Francisco, stopping first in Chicago to go through customs. We were travelling with 4 suitcases and personally handled all 4 in Chicago when they were turned over to United Airlines personnel. When we arrived at San Francisco at approximately 1AM, we were first told to go to carousel 5. No luggage was coming up. Then we were told to go to carousel 2. Some luggage for people on our flight was coming up, but we noticed that carousel 1 was also going around and our bags were appearing on that carousel. We walked over there, and found 3 of our cases. The fourth didn't appear.
We then went to the Customer Service desk in the baggage area where there were 3 ladies waiting to go home. One of them took our information and filled out a claim form for us. She said that the bag had scanned onto the carousel and that someone else must have picked it up by accident. We told her that we didn't think that was the case, because there wasn't a similar case left at that carousel. Then she said it might have been lost off of the belt underneath that floor. She called someone who said he didn't see a case there. Then she suggested that our case might have been picked up by someone else and theirs was sent to another destination.
We thought that was highly unlikely and coincidental. She said that it would probably arrive overnight and would be delivered to our hotel the next day, but it wasn't. We looked through the cages of lost luggage, but ours wasn't there. The following day we went back to the airport and again toured the cages full of lost luggage. Ours was not there. Signs on the carousels stated that videotapes were made, and we asked if we could look at them. We were told that we couldn't but that United employees would do so.
We left with an 800 number we were told to contact for updates. We noticed when leaving the baggage claim area that there was no security and the doors to the streets were a matter of yards from the carousels. There was nothing to stop a thief or thieves from entering the area and leaving with luggage. Baggage tickets were not checked to make sure that people were leaving with their own items. When I asked the lady at the baggage claim area why this wasn't the case, she said that people didn't want to stand in lines. I believe it's because airlines don't want to pay someone to do that job.
One of those 3 ladies could easily have done it and then helped out at the Baggage Claim area after the carousels were emptied. When we arrived at our next destination, we filed a police report with the San Francisco Airport Police. In a conversation with one of the clerks who wanted more information, she told us not to expect an investigation that the report was just for insurance purposes.
Priya of St. Charles MO (01/03/07)
I was supposed to travel from St. Louis (STL) - Mumbai (BOM) on December 2nd, 2006 with an infant of 8 months via United (St. Louis - Chicago - London) and Jet (London - Mumbai) to attend an family emergency. My flight from St. Louis (UA 5668) was delayed and was told I will just reach on time at Chicago Airport on C8 gate and Chicago - London flight would be on gate C16 so I would make it on time and will not miss my flight as so many passengers were going to London on same flight.
But the flight dropped us on road at far end corner of gate F14 and from there I had run to gate C16 to catch my connecting flight which eventually I missed by 2 minutes. Due to all flights being overbooked the United representative could not give me confirmation till Mumbai (BOM) and mentioned I might have to stay at Chicago and even at London to see if there are any availability, but they cannot say for how long or for how many days. Since, I was traveling with an infant I was not comfortable traveling without getting any confirmation when I will be reaching to my destination. Hence, the representative asked me to cancel the tickets and get the refund and go back to St. Louis.
I agreed to that and they gave me 8:05 PM on December 2nd, 2006 confirmed ticket from Chicago to St. Louis. The flight was delayed by half an hour then one hours and they mentioned it will go at 10:30 PM due to malfunctioning of aircraft. Finally, the aircraft was ready to go but the Pilot left at 10:00 PM and they did not had any backup pilot.
They provided accommodation at Holiday Inn Hotel where I reached around 11:30 PM and all restaurants were closed. I was not provided with any vouchers for dinner/breakfast/beverage. I asked the United representative to release my luggage as I didn't have enough clothes and diapers for my baby. But they refused. I was given next day flight at 9:30 AM, which was at gate C1 then C3. Again, the flight was delayed due to maintenance of flight and finally at 11:00 AM they boarded us in flight and found there was some problem with the flight and need some more time to be fixed. At 11:30 AM they announced the flight has been cancelled and we need to go to the customer service and get some other flight.
After standing for an hour in line I finally got my turn to talk to the representative, believe me no help they were absolutely blunt and discourtesy. They gave me flight for 3:30 PM at gate F14, when I reached there, again the flight was delayed by 2 hours. After requesting and begging so much to put to different airlines or release my luggage so I could rent a car and drive back home, they didnt help me and instead they put me in standby to earlier flight UA643 and asked me to go back to gate B3.
Finally, I got to fly and late evening I came home. I received my luggage after 2 days. My 8 month daughter fall sick as I was unable to feed her, change her and she didn't get proper rest. I fall sick and my legs were hurting so much as I didn't get to eat, drink or sleep and instead had to run from gate to gate, terminal to terminal.
Carol of Silver Spring MD (12/29/06)
I was a passenger on Flight #7153 from Dulles Airport (VA) to Columbia SC on 8/18/06. Upon arriving in Columbia the following items were missing from by checked bag. Three shoes each from a pair of shoes (the result no complete pair of shoes), a turquoise necklace, an Amber/gold necklace, my cosmetic bag with cosmetics, and my medication. I immediately reported this to United and completed a Baggage Report, they referred me to TSA, however there was no paper inside my tote stating that it had been inspected by TSA. I then was sent a Missing Property Questionnaire to complete, and it was sent to United.
I have called them numerous times and was told to call one department after another. I was then told to fax my information to them. Last month, I reached someone who told me they were working on my claim. As of 12/29/06 I have not been reimbursed. Please note they have a series of taped messages, none which addresses stolen property from luggage.
I reached my destination and had to call my doctor for an emergency prescription. Then I purchased 2 pair of shoes for the wedding I was attending. I also purchased cosmetics. THe jewelry could not be replaced at that time.
Major of Ny NY (12/28/06)
On return flight to Newark from Ohare Airport in Chicago, Ill, Tuesday, December 26, 2006, my duffle bag with personal belongings and gifts from family members was not placed on the flight. I spoke with the baggage claims personnel member and submitted a report. The personnel member informed me that the bag would arrive at Newark later that day and by courier. After contacting the 18002216903 line, I could not speak with a live agent. Additionally, I checked the bag search engine online on December 26 and the status of my bag was unknown.
After checking on December 27, both by phone and by online search engine, the status of my bag was unknown. By Thursday, December 28, I was able to contact an agent through the 1800 line who then infomed me that the courier service made an attempt to contact me on December 27, 2006 and that my bag was returned to the airport for me to pick up. The update on my online information is that my baggage was scheduled to be delivered on December 26. I live in NY and the cost to go the airport and back in both money and time are too much for me.
Additionally, the information on the site is incorrect in that it states that my baggage was to be delivered on December 26, yet the attempt to send my baggage was made on December 27. I should not incur the cost of retrieving my baggage because of the mistake made by the airline.
Joyce of Washington DC (12/26/06)
1. Luggage was lost; luggage was found. Airline too busy to deliver it when found; airline too busy to transport luggage to home airport for return to passenger. Luggage STILL not returned (5 days later).
2. Elderly passenger was to be met at incoming gate by wheelchair escort. Wheelchair escort left him alone in baggage area.
Paul of Holliston MA (12/23/06)
12/22/06 direct flite from LA to Boston at 3:30 united 3016. Luggage there early and ticket bought months in advance. When arriving I found no seat reserved. Got a lousy seat and I had paid for a full fare ticket also. When arrived at 11:30 at nite the baggage wasn't there. I wasted an hour which meant I missed my bus so I had a $70 cab bill to get home. I was told luggage still in LA. They would call me and send the luggage.
AT 9pm no luggage. No call. When I called them I got a machine and couldn't get a live body. I waited on the phone and still nobody. The luggage had my medicine, clothes , presents and my work equipment. We are talking equipment and software that had a real value of over $200,000. I work for a nationally know band and the control system and software are in the luggage. What burns me is it is a direct flight and we were there early at the LAX for the baggage. I get no answers from UA.
Amit of Elk Grove CA (12/21/06)
I travelled on United Airlines from Sacramento, CA to Chicago O'Hare on 11/1/06. First my flight was delayed by more then 5 hours and then once I arrived in Chicago my luggage did not arrive. I travelled to Chicago on a business trip and all my business suits, pajamas, formal shoes, toiletry bag were in my suitcase. I filed a lugggage claim with the United agents in Chicago. They were not only very rude but also very uncoperative.
They told me that I would have my luggage by the morning, however, I never received my luggage and when I called the toll free number it went straight to a call center in India. They informed me that they could not really help me and then I had to wait another 24 hours before I could even call them back again. I had to go to my business meetings in my jeans and shirt that I wore on my flight the previous day. I had no toiletries, no change of clothes, no cologne. Nothing. United still has not settled my claim. They keep telling me they will do it soon.
Matthew of Boulder CO (12/18/06)
I thought you'd like to know how United treats customers with typos on their tickets. We discovered it today. The reservationist gave my wife and I the same surname even though we spelled both names when reserving the ticket. The United reps in India told me one ticket (mine) was forfeit along with the 397 dollars we had paid. They would not change the name to someone who actually existed so the ticket would go unused and I would stay home this Christmas. FOUR different reps told me it was my fault for not catching the error within 24 hours of receiving the ticket info by email.
Eventually one of them decided to make a phone call and the problem was fixed virtually instantly. I think the corrected email arrived before I hung up the phone. It took two hours of arguing to get one of these trained stonewallers to make a phone call. .
Barbara of Frederick, MD (12/01/06)
I'm at the end of my rope with United. I flew with them to Australia last winter and I can't tell you the numerous problems: flight cancellations, delays, etc. - complete with no notification, no food or water for hours, etc. They have no customer service available by phone.
Noel of Oakland CA (11/20/06)
November 8, 2006 Flew from AUS to PHX on America West and then from PHX to SFO on United Air. At SFO, the bag never arrived. Filled out a form at baggage help desk immediately. Every time I phone the help desk, no one is able to give me any good information. They always say they will send a message and for me to call back. They claim the bag is either in PHX or SFO in the hands of America West... I filled out a claim form and mailed i to them. They have not verified that they have received it yet.
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