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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.
Salonia of Hillside, NJ September 10, 2008
Salonia of Hillside NJ (09/10/08)
Here is a copy of the letter that I sent to United Airlines. I initially booked this flight thru travelocity.com I am writing this complaint regarding my recent flight. First and foremost flight #7970 was so filthy and the smell that came from the bathroom almost made me sick to my stomach! I was so upset that I was just praying to get off that plane; however connecting flight 7879 was in much better condition.
Returning was the real disaster, I went to print our boarding pass and discovered that neither Andrea nor myself was scheduled to fly out on Monday, September 8, 2008 @ 7:27pm in which we were both scheduled for flight #7348. We had already checked out of the hotel and returned the rental car...NOW WHAT!!! Oh my Goodness we are stranded!
Long story short we both had to contact our employers to notify them that we would not be able to report to work due to a flight that was re-scheduled for Tuesday, September 9, 2008 @ 6:00am without any prior notification. In addition to all that, flight # 7932 plane was so raggedy I feared for my life the flight was extremely ruff and the plane made all kinds of noises I was absolutely petrified.
Again, long story short we would like to be reimbursed for the inconvenience. Please contact me if any additional information is needed concerning this matter. Thank You
Big inconvenience, we was stranded with no extra money to rent a room and besides how was we going to get there! so we slept in the airport until our flight was ready to board. Pornpun of Edmonton, OTHER September 8, 2008
Pornpun of Edmonton OTHER (09/08/08)
I purchase a ticket with Air Canada from Edmonton to Chicago. The baggage allowance is 1 bag but on my trip back from Chicago to Edmonton, I was forced to pay 15 fee for the first baggage. When I checked with an Air Canada agent after my arrival to Canada, I found out that United was illegally charged me but Air Canada cannot do anything because it was United who charged me.
When I called the luggage center, I got new numbers to call. It was like calling a circle of numbers without real answer. United just took advantage of customers who don't have any power to do anything. The agent at Chicago said if I did not want to pay, I cannot go on a flight. These airline are like conspiracy to get more fee money from customers with new rules almost every month or the difference between airline policy. United did not honor policy of their partners but Air Canada gave me no help too.
15 is not much money. It was more like a frustation and the feeling that you got screwed with this loophole. Flying used to be an easy way to travel. Now is a nightmare. Jenny of Edwards Air Force Base, CA September 6, 2008
Jenny of Edwards Air Force Base CA (09/06/08)
On 4 Sep 08 I took a flight from Boston to Burbank alone with my two children, ages 1 and 2 (I purchased 3 tickets). When I got to the gate I was surprised to find that United did not offer pre-boarding for those traveling with small children. I asked the woman working at the service counter if I could pre-board as I was alone with my children, or if I could at least have some assistance in carrying the carseats down to my row. The response I received was 'I have 2 children too and you just have to deal with it'. Needless to say, I received no assistance from United down to my seat as I gate checked my stroller, carried 2 carseats, 2 babies, a diaper bag and a backpack. We are lucky nobody got injured in the process of manuevering down the narrow aisles. I also received no help from the crew upon exiting the plane. On our stopover our flight was delayed and it was the same process all over again, no assistance from United.
I was excited to arrive at my final destination and leave the whole horrible experience behind me. I retrieved my bags, only to find one was missing. They said they would deliver it by noon the next day to my home. So, off I went to my car only to find that they had somehow damaged my double stroller so it would no longer collapse. We folded down the back seats since that was the only way it would fit and rode home. Since there was no longer room for me due to the stoller issues, I rode home sitting on the floor between my children's seats. At noon my bags had still not arrived, so I called United. They stated that they were out for delivery and would be there by 230pm. By 600pm my bags were still not there. We are now at 2 days since we arrived at home and I still do not have my bag.
When I call the customer service line, they put me on hold so they can call the Burbank airport. In the four times I have called nobody has picked up the phone at Burbank. On my travel to Boston from Burbank I flew with American Airlines and they went above and beyond to help me. They pre-boarded us, carried the carseats for me, and even occupied my children while I installed the carseats on the plane. They even told me that when I needed to go to the restroom to just ring the buzzer so they could keep an eye on my children. American (and a few other carriers) also have infant changing tables in their bathrooms, where United does not.
I am a frequent flyer. On average we fly cross- country 6 times per year (24 round trip tickets). In all my years of frequent travel, I had never had such a horrible experience as I have with United. I have never had such poor customer service and would be willing to pay more for a ticket to avoid this airline. I will definately tell everyone I know with families to never use this carrier.
This experience has made me never want to travel again (I am completely serious). They also broke my double stroller (Peg Perego Aria twin, 330) and my luggage has been missing for 2 days. I have none of my toiletries and most of my regular clothing is missing (it was a 3 wk trip). Miss of London, OTHER August 31, 2008
Miss of London OTHER (08/31/08)
I had my worst flight on 29 August 2008 and that was with United Airlines, coming from W.D.C.Dulles Airport to London. The flight was delayed for nearly 2 hours and combined with the insufficient leg room and the instruction not to leave your seats you can imagine how uncomfortable one would have been. Flight attendants and in particular one male attendant was extremely and unbelievably rude towards me. The story was that having pressed the bell to ask for drinking water but was neglected for 15 minutes by the attendants, who were chatting away and laughing among themselves, I had to ask the attendants to come to me.
One of them eventually came and upon my request for water brought me a very small glass of warm water. After drinking a sip decided I could not drink the water and went to request for a more refreshing water perhaps from a fridge. A male attendant in a very very rude manner told me to go and sit in my seat as they were busy and could not give me water at that moment. They were not busy at all; 2 of them were sitting and the third one, the male one, standing and all three of them were talking and joking, that was the reason they were busy!
When I objected to him that he had no right to speak to me in that manner he became more aggressive and told me to go and seat OR I would not be on that flight. He asked me in a threatening voice: Do YOU want to be in this flight or not? I replied of course I do. GO AND SIT DOWN THEN. I returned to my seat and requested to see the head attendant. It was not until 20 minutes later that I had another half glass of warm water, and the aircraft did not take off for another 25 minutes. I could not believe it that a person as rude and impolite as that male attendant still had a job.The head attendant came and listened to my complaint and was very sympathetic and told me she understood and apologized to me.
A month after the incident I am still upset and can not forget what happened to me and have now decide to let other people know of the poor service that United Airlines provides. I did not tell my two children of my very unpleasant experience with the United Airlines as they had paid for the tickets and had treated me to the trip to the United States. I loved America and enjoyed my time there. Next time, I will undoubtedly travel with another airline. Since my horrible experience I have been advising my friends and relatives against travelling with the United Airlines.
Murray of Chicago, IL August 29, 2008
Murray of Chicago IL (08/29/08)
On May 12, 2008, I purchased air travel of three legs through United for: 1) a trip from Chicago (ORD) to Washington (DCA), Aug. 4, 2008, United 616; a trip from Washington, DC (DCA) to Montreal (YUL), Aug 6, 2008, United 8381; and 3) a trip back from Montreal (YUL) to Chicago (ORD), Aug 8, 2008, United 7597. All service was economy. The charge for this ticket was 890.56.
On the day of the initial leg, Flight #616 was cancelled due to weather, and United was unable to put me on a flight to Washington before the next day. This effectively eliminated the purpose of my Washington visit. Accordingly, I reached United reservations by telephone and asked to convert this ticket to a round trip between Chicago and Montreal, economy, and I thought this was done. Indeed, I traveled the next day (August 5) from Chicago to Montreal and returned on the originally booked flight on August 8.
Since a round trip between Chicago and Montreal was 486 at the time of my booking, I believe I am owed a refund (from 890.56, equaling 404.56). I realize that United was not responsible for the weather, which created the initial cancellation, but this seems a simple case of fairness and logic. My attempts at achieving this goal by telephone to various United agents was nightmarish. After two long waits to speak to a human being, I was told each time that I somehow was diverted to the wrong person (although each was recommended by the previous agent).
I was finally connected (after more than an hour on the phone) to an agent who spoke such poor English and with such a heavy Indian accent that he was practically incomprehensible. (Shame on United for employing such people as telephone agent. Or was this simply a cynical attempt to discourage further efforts on my part?) All I got from him (I think) was the sense that he could do nothing for me.
I then complained to United customer service via their website on Aug 12, and the next day received an e-mail reply telling me that United instead booked this as two one way tickets (why?) which magically came to the total of my original booking of the three-legged flight (890.56). I immediately responded that this was unacceptable, because I asked for and should have received a round-trip booking.
I received an e-mail reply on Aug. 15 telling me that the matter has now been referred and so the Refunds Department will review your request and process your applicable refunds accordingly.? I waited 10 days, having received nothing from the Refunds Department, and wrote again asking for a resolution. The e-mail response came the next day with the explanation: Currently, our Refunds Department are experiencing a high volume of emails and as a result, your continued patience is much appreciated.? It has now been 4 weeks since I initiated this complaint, and there is still no resolution. I find this unacceptable and wish both to register a severe criticism of United Airlines and their handling of this matter as well as any help you can provide to resolve this. Thank you.
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