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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.
Ronald of Wallace, NC April 6, 2009
Ronald of Wallace NC (04/06/09)
On vacation at the Sequolia Forest in CA. We recieved a call from my wife's brother their mother became critically ill and she needed to get back to NC as quickly as possible.We had our daughter to book us a flight. She booked us a flight at LAS Airport to RDU. in NC. Our itenary was to to go from LAS to Phoenix on to Chicago/Ohare on US AIR. We were suppose to leave Ohare early in the afternoon to board on an afternoon flight to RDU on UAL that is when our trouble started.
The first flight was cancelled and they had no other flights available to get us out of Ohare. We asked if there was any other available flights on any other airline, they seemed as if they didn't care of our situation or they were not allowed. They put us up for the night in a Hotel and gave us a volcher for Breakfast the next morning. The food was ok but the volcher was not enough for our breakfast, it was over 20usd more. We also bought basics for we had nothing on board with us which was over 30usd in order to survive for the night.
The next morning we got up at 0500 hrs to try to get a stand by from UAL no luck,finally got a flight at 1108 to Wash/Dullas when we arrived our flight to RDU had been gone for for around 30 min. UAL was over booked on the next flight in mid afternoon, so we had to wait until, 1735 hrs in Wash/Dulles to get a flight to RDU. These things seem like nothing to someone who isn't going thru this but if you have a mother dieing, our two daughters having to give up time from their duties to drive to Raleigh and have to spend the night so they could wait for their parents to take them home to us it becomes a big thing and it was very expensive for a family that just doesn't have extra money.
My wife was and has been very emotional not knowing if we could make it back before her mother deseased,she has also been hurting in her chest, I think comes from worring over her mother thank GOD she is still with us.She broke down and was crying tonight. My two daughters had to make arrangments for someone to take care of 5 children for the 2 days which meant the husbands could not work anywhere off. The cost was Hundreds of dollars more than we were expecting. Jamie of Winnipeg, MB March 28, 2009
Jamie of Winnipeg MB (03/28/09)
First off my wife and 2 1/2 year old had been told tht all flights are on time and no lay over from Winnipeg thru to San fran. They had a 5 1/2 hour lay over in Denver. My daughter was crying and sick. When getting in line they wou;dn't put her in fornt to get on the plane and when she asked they said to her [Expletive] WHY SHOULD WE
They broke my daughter's stroller on the flight from Winnipeg to Denver so for 5 hours she had no stroller to fall asleep in. Now coming back on Friday at noon they said no flights available til TUESDAY and no money to help for HOTEL. I needed to get on the phone and have a friend drive down to help her. We got her on a flight Saturday at 5:47 am with a 2 1/2 year old. No only is this only half of what happended-I will be taking legal action againt the airline as my family are partners in a very large law firm
Lawrence of Coquitlam, BC March 23, 2009
Lawrence of Coquitlam BC (03/23/09)
We were delayed 5 hours in San Francisco on March 6/09 and was told to go to a web site to get some sort of package for the grief. I had missed my flight to Lihue from Honolulu just because of this dely and had to spend my own money to spent night in Honolulu to take next day flight.
No so angry as to the plan being repalaced, but to the fact that not enough done to rectify problem sooner and also the fact that the flight crew gave wrong email addresses and misleading customers. Also that i sent in this complain to custome service and till date have not received any reply. Very bad airline to fly. If the lie about little things, who knows may be they are lying about mainteance as well and this could lead to disaster.
Schantel of Lanham, MD March 17, 2009
Schantel of Lanham MD (03/17/09)
My purse was stolen from my luggage. I found it difficult to report a stolen item to the airlines. The luggage was inspected with the homelaqnd security inspection sticker on it. Can you pleae look into this matter. This pusse had personal papers in it. thank you.
possible identity theft Eve of Peoria, AZ March 11, 2009
Eve of Peoria AZ (03/11/09)
I purchased and obtained a boarding pass with my seat assignment appropriately and according to United's policy. I was seated with my husband in those said seats. We were removed from those seats and our seats were given to people who we know for a fact bought the seats (upgraded) right before the flight left (we talked with them while waiting; a bit of a coincidence. That gentlman was upset he would have to pay 98.00 to upgrade in order to sit with his girlfriend. This is how we knew he had coach seating right before the flight. He was given our seats. We had already paid in advance and had our seat assignments via our boarding passes.
We had no choice or recourse but we were told to leave the seats we were in and to sit in the only seats left on the plane. When we began to object, we were told to sit and calm down. I was separated from my husband (I am very fearful of flying) and never given an opportunity to speak to anyone or given the opportunity to go back to coach. Again, we had purchased and obtained our boarding passes before the people who ultimately were given our seats. In talking to Shruti and Santi (customer service reps at United) I was informed that my seats could be taken away at the discretion of the agent at the counter. If this is true, then what good do 50.00 vouchers do for me?
I cannot imagine having the same terrible scenario happen again. I cannot fathom flying on an airline where I do not know if at the last minute I will be separated from my husband, embarrassed and told where to sit. In addition, the flight attendants were very rude and inconsiderate. I was placed right by the galley, the bathroom, and the jump seat. The flight attendant had no regard for anyone trying to sleep (the flight was an overnight flight). She constantly slammed her jumped seat, switched her light on and off while thumbing through magazines, and was very irritated with her fellow flight attendant (this is not inclusive of the whole affair, but just the basics). It truly was a terrible experience.
There was no one at United Airlines that could assure me that it is not the policy to remove people at the last minute from their seats (and award them to people who upgraded at the last minute). I wanted a refund on just the upgrade, but was told that would be impossible. Vouchers would be useless. Why on earth would we ever fly with a carrier with that kind of customer service?
No physcial damage; just horrible service. I just want people to know what could happen and perhaps they would think twice about using United.
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