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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.
Elizabeth of Centennial, CO July 4, 2008
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 June 25, 2008
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 June 24, 2008
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 June 21, 2008
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 June 20, 2008
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.
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