Date: 26 April 2012
Location: Newark, NJ
Airline: United, flights UA 6127 and UA 26
(Addressed to United Customer Care)
I am writing to you regarding a recent trip that my husband, my three-month old daughter and I made to New York, Newark, with United Airlines.
Our tickets were purchased through Expedia and the flight numbers are as follows (UA 6127 and return UA 26).
On our outward journey my husband had booked a vegetarian meal for himself and a seafood meal for me from the available drop down menu. Shortly into the journey we were informed in a less than apologetic manner that there was neither. In fact there was nothing on board for us to eat. We were not on the list for special meals despite a phone call through Expedia confirming meals with United prior to the outward flight. We were quite surprised and eventually some cheese and crackers were found. On a transatlantic flight I really do not think that this is acceptable.
On our return journey my husband had again checked that there would be a meal on the flight. He had been advised by outward cabin crew to go on to the United Airlines website to confirm the return meals, which he did. He spoke to "Alex" the virtual advisor and joined the United Airlines membership and "edited his profile including meal preferences!" this was confirmed online.
We paid $394 extra for upgraded seats and were at the front of the economy cabin against the bulkhead. (Return journey seat numbers were 8F and 9E.)There was a male member of your cabin crew who was very helpful, Mr Josh Hollifield, (International Service Manager), he did provide us with a sky cot for our daughter.
However, despite being subjected yet again to your United Airlines promotional video staring "Jeff" , your CEO, telling his captive audience how all passengers on United Airlines are very well looked
after while on board one of his flights, there was again nothing to eat! Surely not twice?
Now you may be starting to think that this letter is simply from two grumpy passengers who had to survive six hours each way on a micro bag of salty pretzels. This however is not the case.
My three-month old daughter slept for most of the journey and she did not at any point need anything at all. Fortunate as there probably would
not have been a meal! I did not even have to ask for a bottle to be warmed as I am breast feeding. (I could go down the breast feeding mother needing food as a priority route but I'm afraid that just isn't me.) So all I'm highlighting is that I did not have to pace the aisle trying to comfort her or cause any extra work for your crew.
When we landed we asked for the stroller to be brought to the door of the plane so that the journey through customs would be easier. We waited while the majority of passengers left the aircraft and the ground staff at Birmingham located the stroller which was in a travel bag and brought it to the aircraft door. When it arrived my husband went to remove it from the bag and get it ready.
To my horror at this point one of your female crew, Ms Mary H., stomped back onto the aircraft and without realising that I was within earshot said in an angry tone of voice "Yes, and he's opening the buggy like it's Christmas morning!"
I interpreted this to mean that he was being very slow and holding her up as she was extremely keen to leave the aircraft. I stood up and asked her what she meant and on realising that I, and her colleagues had also heard her, she was acutely embarrassed. Eventually she apologised but this did not negate the fact that we were clearly delaying her and looking after us was certainly not on her list of priorities. Josh was horrified by his fellow colleague's behaviour and apologised profusely. We suggest you look into this cabin crew members conduct personally.
I have two other children aged 6 years and 8 years and have travelled withvarious airlines all over the world with them. I have NEVER in all that time come across such unhelpful, rude and unprofessional cabin crew. I am extremely angry at the manner in which we were treated and would appreciate it very much if you could run this experience past "Jeff" and ask him if he believes that any ofthis experience is of the standard he expects for his customers.
We are appalled and do not feel your airline has provided good customer service or value for money. The airline certainly cannot justify the premium economy upgrade costs we were charged and we expect this to be refunded in full as a minimum.
-Hiten
This blog features complaints from the AirSafe.com airline complaint system, as well as from other sources, that highlight problems passengers have with airline customers service, airport security, baggage handling, and other travel hassles.
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30 May 2012
25 May 2012
Flight attendant behavior causes loss of medication
Letter sent to airline by dissatisfied passenger
Airline: Southwest Airlines, flight 3463
To Whom It May Concern
Re: Flight 3463 from Houston Hobby to Harlingen, Texas
Date: 6 May 2012
Subject: Alicia xxx --Flight Attendant
I realize as I write this letter of complaint; I most likely won't get a response but I feel compelled to let you know what happened to me on that flight (Flight 3463)
On Sunday evening I boarded a flight from Houston Hobby headed on a direct flight to Harligen, Texas I decided to take the very front window seat to the left of the aircraft. Next to me was a lady and her seeing-eye dog. I had no carry on bags, only my purse. To get situated I placed my purse behind my feet (with my medication on top of my bag) on the floor under the seat because I had medication to take within a 30 minute time frame.
Before takeoff, the flight attendant (Alicia xxx) yelled at me very loudly "give me your purse" initally I said, "no" but before I could explain to her i needed to get my medication out of the purse she yelled again "give me your purse". At that time I tried to fit my purse under the seat but she said, "I said give it here-someones' bag is under there". When I tried to hand it to her she jerked it out of my hand and threw it in the overhead compartment.
She then stood there, and yelled "is there a problem"? I said "no" Her response was: " I dont understand why you are looking at me like that" "Your purse has to go up top" ...I replied "I heard you the first time". She then responded "Then you need to quit looking at me and turn your head the other way" "I will have you kicked off this flight; you are looking at me in a threating manner and I'll have you kicked off immediatly". I was frieghtend that would get kicked off so I turned my head and said nothing.
She continued to yell at me stating "I dont take attitude, I will have you removed, you understand that?" Everyone around me head the exchange I was humiliated. To make matters worse, she began to call the other flight attendants up after we got off the ground to brag about how she told me off and how she put me in my place.
When the flight was over in baggage claim many passengers came up to ask me my name and stated I was treated harshly and it was un called for. I was humiliated.
As a result of her throwing my purse; I didn't take my medication. When I went to the rest room at the airport in Harlingen, my medication was nowhere to be found, nor were my keys. I am convinced that when she threw my purse in the overhead compartment that my medication fell out along with my keys to my home. Because I didnt place my purse in the overhead compartment nor retrieve it upon exit of the plane; I dont know what was left behind. My purse has no zipper so anything could have fallen out.
I feel really disrespected by how this flight attendant treated me. I flew Southwest becuase it was most cost efficient for me and you don't charge for bags and my job sends me to the Valley often and I wanted to take advantage of your frequent Flyer Program, but now I will opt to fly with United; they are pricer but at least I will have better luck not getting humiliated.
-Jessica
Airline: Southwest Airlines, flight 3463
To Whom It May Concern
Re: Flight 3463 from Houston Hobby to Harlingen, Texas
Date: 6 May 2012
Subject: Alicia xxx --Flight Attendant
I realize as I write this letter of complaint; I most likely won't get a response but I feel compelled to let you know what happened to me on that flight (Flight 3463)
On Sunday evening I boarded a flight from Houston Hobby headed on a direct flight to Harligen, Texas I decided to take the very front window seat to the left of the aircraft. Next to me was a lady and her seeing-eye dog. I had no carry on bags, only my purse. To get situated I placed my purse behind my feet (with my medication on top of my bag) on the floor under the seat because I had medication to take within a 30 minute time frame.
Before takeoff, the flight attendant (Alicia xxx) yelled at me very loudly "give me your purse" initally I said, "no" but before I could explain to her i needed to get my medication out of the purse she yelled again "give me your purse". At that time I tried to fit my purse under the seat but she said, "I said give it here-someones' bag is under there". When I tried to hand it to her she jerked it out of my hand and threw it in the overhead compartment.
She then stood there, and yelled "is there a problem"? I said "no" Her response was: " I dont understand why you are looking at me like that" "Your purse has to go up top" ...I replied "I heard you the first time". She then responded "Then you need to quit looking at me and turn your head the other way" "I will have you kicked off this flight; you are looking at me in a threating manner and I'll have you kicked off immediatly". I was frieghtend that would get kicked off so I turned my head and said nothing.
She continued to yell at me stating "I dont take attitude, I will have you removed, you understand that?" Everyone around me head the exchange I was humiliated. To make matters worse, she began to call the other flight attendants up after we got off the ground to brag about how she told me off and how she put me in my place.
When the flight was over in baggage claim many passengers came up to ask me my name and stated I was treated harshly and it was un called for. I was humiliated.
As a result of her throwing my purse; I didn't take my medication. When I went to the rest room at the airport in Harlingen, my medication was nowhere to be found, nor were my keys. I am convinced that when she threw my purse in the overhead compartment that my medication fell out along with my keys to my home. Because I didnt place my purse in the overhead compartment nor retrieve it upon exit of the plane; I dont know what was left behind. My purse has no zipper so anything could have fallen out.
I feel really disrespected by how this flight attendant treated me. I flew Southwest becuase it was most cost efficient for me and you don't charge for bags and my job sends me to the Valley often and I wanted to take advantage of your frequent Flyer Program, but now I will opt to fly with United; they are pricer but at least I will have better luck not getting humiliated.
-Jessica
24 May 2012
Mystery date change with Singapore Air
Two tickets were purchased and confirmed on 24 November 2011 to fly from Houston to Moscow for 30 April 2012. On Saturday 31 March 2012, I received a phone call from Singapore Air stating that we could not fly on the date of the purchased ticket and had to change the date of departure.
Initially offered an earlier date, I argued against that change since our visas would not allow us into the country for that arrival date. Then I was told we would have to go either on the 1st or 2nd of May 2012 and settled on 1 May 2012. The tickets were reissued that day with the same ticket numbers and the date of purchase (not change) was backdated to the original purchase date.
When queried about the reason for this change I was not told nor was I told when I called the airline nor was my complaint ever answered by Singapore Air. I would still like us to leave on the original date and return on the original date (22 Jun 2012). To arbitrarily change a date for a purchased ticket without any reason and tell they cannot go on that date is the height of airline arrogance. Although this is the only complaint having used Singapore several times before, this one seems to be serious.
-Jimmy
Initially offered an earlier date, I argued against that change since our visas would not allow us into the country for that arrival date. Then I was told we would have to go either on the 1st or 2nd of May 2012 and settled on 1 May 2012. The tickets were reissued that day with the same ticket numbers and the date of purchase (not change) was backdated to the original purchase date.
When queried about the reason for this change I was not told nor was I told when I called the airline nor was my complaint ever answered by Singapore Air. I would still like us to leave on the original date and return on the original date (22 Jun 2012). To arbitrarily change a date for a purchased ticket without any reason and tell they cannot go on that date is the height of airline arrogance. Although this is the only complaint having used Singapore several times before, this one seems to be serious.
-Jimmy
23 May 2012
Can't fit standard infant carrier in some US Airways seats
Date: 9 May 2012
Airline: US Airways, flight 1247
Location: West Palm Beach, FL
I was traveling with my 5 month old infant son as well as my 4 year old daughter and mother. My father paid for two seats for the infant, one going to Palm Beach and one for the return flight to Philadelphia There was no problem with using the baby carrier on flight down. However, on return flight, attendant said baby had to be buckled into window seat.
The infant carrier did not fit in the window seat and US Airways' attachment seat buckle did not fit around carrier. US Airways neglected to tell passenger that the older planes do not properly accommodate baby carriers on window seats, even though US Airways mandates that babies have to sit in the window seats.
I had to hold my 17 pound baby during the entire trip. Paid for a choice seat for an additional cost. Seat was never used. I am requesting a refund for the unused return flight seat. Lack of communication regarding baby travel requirements was the fault of US Airways, not the passenger.
-Kristine
Airline: US Airways, flight 1247
Location: West Palm Beach, FL
I was traveling with my 5 month old infant son as well as my 4 year old daughter and mother. My father paid for two seats for the infant, one going to Palm Beach and one for the return flight to Philadelphia There was no problem with using the baby carrier on flight down. However, on return flight, attendant said baby had to be buckled into window seat.
The infant carrier did not fit in the window seat and US Airways' attachment seat buckle did not fit around carrier. US Airways neglected to tell passenger that the older planes do not properly accommodate baby carriers on window seats, even though US Airways mandates that babies have to sit in the window seats.
I had to hold my 17 pound baby during the entire trip. Paid for a choice seat for an additional cost. Seat was never used. I am requesting a refund for the unused return flight seat. Lack of communication regarding baby travel requirements was the fault of US Airways, not the passenger.
-Kristine
22 May 2012
United employees accused of popping slides for no good reason
Date: 13 May 2012
Airline: United, flight 1098
Location: Houston, TX
I am outraged that my flight to Houston scheduled to leave at 5:01 after a 4 hour layover was sabatoged by a United employee on the arriving flight, at the gate. A mechanical delay was announced. A United employee whispered that a slide had been deployed, on the A320, at the gate following landing.
I went to the service desk and was told the plane probably would not fly until the next day and was told that this was the third slide deployment at the airport by a United employee. This is outragious, and a terrorist act as the employees are damaging and disabling airplanes.
I was scheduled to land in Lake Charles, LA at 10:55PM Sunday evening for an interview the following morning. I was forced to take a flight to New Orleans, LA which arrived after midnight and drive three hours to Lake Charles, LA arriving 3:30AM Monday morning. These United employees seem to face no consequences of their actions, but look how their actions impacted
... just me. I am outraged and want action taken against United and the terrorists!
-Richard
Airline: United, flight 1098
Location: Houston, TX
I am outraged that my flight to Houston scheduled to leave at 5:01 after a 4 hour layover was sabatoged by a United employee on the arriving flight, at the gate. A mechanical delay was announced. A United employee whispered that a slide had been deployed, on the A320, at the gate following landing.
I went to the service desk and was told the plane probably would not fly until the next day and was told that this was the third slide deployment at the airport by a United employee. This is outragious, and a terrorist act as the employees are damaging and disabling airplanes.
I was scheduled to land in Lake Charles, LA at 10:55PM Sunday evening for an interview the following morning. I was forced to take a flight to New Orleans, LA which arrived after midnight and drive three hours to Lake Charles, LA arriving 3:30AM Monday morning. These United employees seem to face no consequences of their actions, but look how their actions impacted
... just me. I am outraged and want action taken against United and the terrorists!
-Richard
21 May 2012
United could not coordinate between their own flights
Date: 17 March 2012
Airline: United, flight 727
Location: San Francisco
At San Francisco airport our flight did not board until 1:10 pm (our scheduled departure time was 12:47 pm). We were told in advance that there was some issues with the landing strip and we would be delayed. After boarding late, the plane did not take off for at least another hour.
During the duration of our flight many of us passengers were concerned about our connecting flights. We were told countless times that our flights would be notified of the delay because it was not our fault. When we landed which was no earlier then 9:46 pm we still had to leave the plane and travel across the airport to our next gate, by 9:55 pm.
The flight attendants told all passengers with connecting flights to see the woman at the desk and she would explain to us what we needed to do. When we got to the counter, the woman had no information to our flight to HPX (Fort Campbell, KY), instead she proceeded to help all other customers before looking up in the computer.
Once we had the gate and ran as fast as we could to it, the flight had already left. We got in line to speak with United representatives who were very unhelpful. All they could tell us was that there were no hotels in the area for us, and if we could find one United was NOT going to pay for the cost of it. We were also told that if we wanted food we had to go to another section of the airport, come to find out ALL of the food places are closed.
Not only have I been on an airplane for the majority of the day, but now I will be in an airport for the night. This delay is causing everyone in my party to miss work, a huge inconvenience. We have no where to eat, no where to sleep. No customer service rep will be of help to us. Not one person that is associated to United Airlines has any concern for us 7 passengers that missed our flight to HPX and the rest of the passengers from our flight, who missed their other flights have not been helped either.
I want to make it clear that I will not stop making complaints until I have been taken care of accordingly.
-Emily
Airline: United, flight 727
Location: San Francisco
At San Francisco airport our flight did not board until 1:10 pm (our scheduled departure time was 12:47 pm). We were told in advance that there was some issues with the landing strip and we would be delayed. After boarding late, the plane did not take off for at least another hour.
During the duration of our flight many of us passengers were concerned about our connecting flights. We were told countless times that our flights would be notified of the delay because it was not our fault. When we landed which was no earlier then 9:46 pm we still had to leave the plane and travel across the airport to our next gate, by 9:55 pm.
The flight attendants told all passengers with connecting flights to see the woman at the desk and she would explain to us what we needed to do. When we got to the counter, the woman had no information to our flight to HPX (Fort Campbell, KY), instead she proceeded to help all other customers before looking up in the computer.
Once we had the gate and ran as fast as we could to it, the flight had already left. We got in line to speak with United representatives who were very unhelpful. All they could tell us was that there were no hotels in the area for us, and if we could find one United was NOT going to pay for the cost of it. We were also told that if we wanted food we had to go to another section of the airport, come to find out ALL of the food places are closed.
Not only have I been on an airplane for the majority of the day, but now I will be in an airport for the night. This delay is causing everyone in my party to miss work, a huge inconvenience. We have no where to eat, no where to sleep. No customer service rep will be of help to us. Not one person that is associated to United Airlines has any concern for us 7 passengers that missed our flight to HPX and the rest of the passengers from our flight, who missed their other flights have not been helped either.
I want to make it clear that I will not stop making complaints until I have been taken care of accordingly.
-Emily
19 May 2012
Suggestions on flying with expensive luggage
Date: 5 September 2011
Airline: Delta, flight DL1923
Location: Atlanta, GA
I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923
On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.
My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.
-Phillip
Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:
- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight
Airline: Delta, flight DL1923
Location: Atlanta, GA
I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923
On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.
My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.
-Phillip
Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:
- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight
18 May 2012
Delta changes departure airport but does not tell passenger
Date: October 24, 2011
Location: New York (JFK and Newark)
Airline: Delta
I am writing to file an official complaint for the failure of Delta Airlines to get me on the flight I purchased from JFK to Bonaire Island on October 15, 2011. I have been credited $359 as a result of not being informed of the airport change to Newark from JFK and I appreciate that gesture even though there is a $150 reissuance fee and it was the fault of Delta.
The $359 covers the flight your staff caused me to miss, however, I incurred several expenses as well as 24 hours of missed vacation time due to the incompetence of three Delta agents who had unbelievably surrey attitudes towards me. Below is a recount of the horrific customer experience at Delta and the expenses I incurred as a result of the failed flight.
I fully expect to be reimbursed for the amount below as they were direct out of pocket expenses. I will never be able to recapture the lost 24 hours in Bonaire, but I completely expect to be reimbursed for the out of pocket expenses. I plan to escalate this complaint until I receive
full reimbursement for the disastrous experience with Delta.
July 28, 2011
- Purchased one way flight from JFK – Bonaire via Atlanta for $359
- Delta flight 1743 JFK – Atlanta 6:25am – 9:45 am
- Delta flight 663 Atlanta – Bonaire 9.45am – 2:45pm
August 8, 2011
Received an email from Expedia that my flight departure had been changed and called into customer service to verify. Made note of the time change for departure.
October 15, 2011
Arrived for flight at 5am and spent 15 minutes with curbside attendant before he told me I had to go inside and that there was no record of my flight. Found first agent inside at 5.15 and she told me that I was booked out of Newark despite my printed itinerary reflecting JFK. She spent another 15 minutes trying to figure things out before she sent me to the head Agent (Shane) who said "We were killing him with all of these issues so early in the morning".
He told me I was too late to get on the 6:25 am flight. I pleaded and begged as all of the signs posted said 60 minutes prior to flight would ensure getting on board. I was well within that time frame when I got to Shane and there were no lines in security. He let other agents interrupt him and worked on their issues despite the fact that there was a 6:25 am flight leaving to Atlanta out of JFK that he could have placed me on in plenty of time.
He sent me to a female agent who said there was no way to make the flight and that she was getting off duty. She disappeared with my entire travel itinerary and no one could find it at the airport. With tears running down my face and feeling defeated, I went outside to use my iPhone and rebook another flight after your staff said, "Sorry, you were too late."
It was really an awful experience. I then had to book a new flight that took 13 hours and cost $1,396 for a one-way flight to Bonaire departing out of JFK at 11.55pm on October 15th (17 hours after my original flight time) as this was the cheapest and quickest flight down to a 7 day pre-booked vacation package. Not to mention, I had to fly all the way down to Ecuador and then back up to Bonaire.
Knowing that flights to Bonaire are so limited your staff should have called down to the gate to let them know I was coming at 5:20 am (65 minutes prior to departure). They could have cared less that I was going to miss the first 24 hours of my vacation and incur several hundred dollars beyond what I'd already spent on the first failed flight.
Expenses incurred as a result of the failed flight
- One-way airfare JFK – Bonaire $1,276.30
- Cab back to NYC at 7am - $58.30
- Cab back to airport 14 hours later - $60.00
- Lunch - $22.00
- Dinner - $66.53
- One night lost hotel cost in Bonaire - $168.32
- Total amount: $1,651.45
If we can resolve this disaster, I fully plan on flying Delta again in the future. I am a reasonable person and will chalk it up to poor personnel decisions so long as Delta recognizes and takes accountability for the expensive and poor customer experience I endured and reimburses me in full for the unnecessary expenditure and missed 24 hours of vacation time. If not, I fully plan to file a complaint with every organization possible and write multiple poor reviews on every web site I can find. There are options for air travel and Delta performed poorly against KLM and the other international carriers.
-Jill
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Seattle, WA
Location: New York (JFK and Newark)
Airline: Delta
I am writing to file an official complaint for the failure of Delta Airlines to get me on the flight I purchased from JFK to Bonaire Island on October 15, 2011. I have been credited $359 as a result of not being informed of the airport change to Newark from JFK and I appreciate that gesture even though there is a $150 reissuance fee and it was the fault of Delta.
The $359 covers the flight your staff caused me to miss, however, I incurred several expenses as well as 24 hours of missed vacation time due to the incompetence of three Delta agents who had unbelievably surrey attitudes towards me. Below is a recount of the horrific customer experience at Delta and the expenses I incurred as a result of the failed flight.
I fully expect to be reimbursed for the amount below as they were direct out of pocket expenses. I will never be able to recapture the lost 24 hours in Bonaire, but I completely expect to be reimbursed for the out of pocket expenses. I plan to escalate this complaint until I receive
full reimbursement for the disastrous experience with Delta.
July 28, 2011
- Purchased one way flight from JFK – Bonaire via Atlanta for $359
- Delta flight 1743 JFK – Atlanta 6:25am – 9:45 am
- Delta flight 663 Atlanta – Bonaire 9.45am – 2:45pm
August 8, 2011
Received an email from Expedia that my flight departure had been changed and called into customer service to verify. Made note of the time change for departure.
October 15, 2011
Arrived for flight at 5am and spent 15 minutes with curbside attendant before he told me I had to go inside and that there was no record of my flight. Found first agent inside at 5.15 and she told me that I was booked out of Newark despite my printed itinerary reflecting JFK. She spent another 15 minutes trying to figure things out before she sent me to the head Agent (Shane) who said "We were killing him with all of these issues so early in the morning".
He told me I was too late to get on the 6:25 am flight. I pleaded and begged as all of the signs posted said 60 minutes prior to flight would ensure getting on board. I was well within that time frame when I got to Shane and there were no lines in security. He let other agents interrupt him and worked on their issues despite the fact that there was a 6:25 am flight leaving to Atlanta out of JFK that he could have placed me on in plenty of time.
He sent me to a female agent who said there was no way to make the flight and that she was getting off duty. She disappeared with my entire travel itinerary and no one could find it at the airport. With tears running down my face and feeling defeated, I went outside to use my iPhone and rebook another flight after your staff said, "Sorry, you were too late."
It was really an awful experience. I then had to book a new flight that took 13 hours and cost $1,396 for a one-way flight to Bonaire departing out of JFK at 11.55pm on October 15th (17 hours after my original flight time) as this was the cheapest and quickest flight down to a 7 day pre-booked vacation package. Not to mention, I had to fly all the way down to Ecuador and then back up to Bonaire.
Knowing that flights to Bonaire are so limited your staff should have called down to the gate to let them know I was coming at 5:20 am (65 minutes prior to departure). They could have cared less that I was going to miss the first 24 hours of my vacation and incur several hundred dollars beyond what I'd already spent on the first failed flight.
Expenses incurred as a result of the failed flight
- One-way airfare JFK – Bonaire $1,276.30
- Cab back to NYC at 7am - $58.30
- Cab back to airport 14 hours later - $60.00
- Lunch - $22.00
- Dinner - $66.53
- One night lost hotel cost in Bonaire - $168.32
- Total amount: $1,651.45
If we can resolve this disaster, I fully plan on flying Delta again in the future. I am a reasonable person and will chalk it up to poor personnel decisions so long as Delta recognizes and takes accountability for the expensive and poor customer experience I endured and reimburses me in full for the unnecessary expenditure and missed 24 hours of vacation time. If not, I fully plan to file a complaint with every organization possible and write multiple poor reviews on every web site I can find. There are options for air travel and Delta performed poorly against KLM and the other international carriers.
-Jill
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17 May 2012
Always get documentation from the airline when they lose your bags
Date: 12 March 2012
Airline: United, flight UA3937
I called to find out why I had not been contacted about items stolen from my luggage by United baggage handlers. "Josh", who said he had no employee identification number was condescending and belittling in my attempts to find out where my matter stood. He kept asking for a reference number which I repeatedly told him was never provided. When he did find my information he did not provide a reference number and had an attitude almost taunting.
I called back to complain to a supervisor and somehow he took my called and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial.
- Christopher
Airline: United, flight UA3937
I called to find out why I had not been contacted about items stolen from my luggage by United baggage handlers. "Josh", who said he had no employee identification number was condescending and belittling in my attempts to find out where my matter stood. He kept asking for a reference number which I repeatedly told him was never provided. When he did find my information he did not provide a reference number and had an attitude almost taunting.
I called back to complain to a supervisor and somehow he took my called and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial.
- Christopher
16 May 2012
United can't find confirmed tickets
Date: November 28, 2011
Airline: United fight 1605
Location: San Francisco, CA
I have been a United customer since I took my first flight 41 years ago. United has been instrumental in helping to create many memorable experiences over the years, but my recent trip was the worst traveling experience ever in my many years and miles of traveling.
I arrived at San Francisco airport with my girlfriend to begin our romantic vacation in Costa Rica at 6:45am on November 18, 2011 for my 9 am flight (UA 1605). The agent looked confused and disappeared for 15 minutes. When she returned she stated that she could not find the second leg of our reservation to Costa Rica.
I asked how she knew we were going to Costa Rica if it did not show up, as I had just given her my passport and not my itinerary. I stated I would like to speak with a supervisor if there was a problem. No supervisor showed up. I then showed her my conformation from my travel agent which showed that I had purchased 2 first class tickets for myself and my girlfriend on October 7, 2011 and that we had seat assignments for all 4 legs of the journey.
The agent left again and did not return for 30 minutes. When she returned, she handed us boarding passes. I asked if there were any problems and she stated that everything was in order. I thought it was unusual that it had taken us over 45 minutes to get a boarding pass, but trusted her that everything was in order.
When we arrived in Houston we made our way to the gate. Upon having our passports checked against our boarding passes Christy's boarding pass was taken and we were told she did not have a seat on the flight, UA 1565. The agent in San Francisco had given her a boarding pass with no seat assignment and told us everything was "in order." I asked to
speak with a supervisor and was told one was "on the way."
The agents at the gate, AnnMarie T., Sophia V. and Terri J. were very unhelpful and unfriendly. We were told that the flight was oversold and there was no seat for Christy and that "their" computer had no reservation. I immediately called my travel agent and he made some calls and called me back. (I have a very good travel agent as I work for a very high-end wine estate in Napa valley and the business flies millions of miles a year as we make wine on four different continents). He assured me he spoke with someone at United and United central booking had us in seats 3A and 3B (UA 1565).
I asked again for a supervisor and was told they were on their way. We were not the only passengers this had happen to. There were at least four other groups that had the same situation.
The plane was over 45 minutes late at this point. There were six women crying loudly at the counter and still no supervisor had shown up. I have never seen anything this bad in all of my years of travel. My girlfriend was finally offered a seat in economy and we unhappily boarded the plane. No supervisor ever showed up in the hour and a half we waited at the counter.
We were not even on our way yet and we had already spent two and a half hours at the United counter for tickets we had purchased and were confirmed six weeks prior. Christy cried the whole way to Costa Rica…. So much for our romantic vacation.
The next day my travel agent spent over an hour on the phone with Continental and United to insure this did not happen on our return flight. He was assured by the agents and then assured me that everything was confirmed for our return flight.
We arrived at SJO at 1:30pm on November 28th for our 3:55pm flight (UA1447). We were quickly informed that we did not have seats 3A and 3B as we had reservations for, but that we had economy seats and were on the wait list for First Class. After another hour at the ticket counter we were finally given seats in First Class, but not together.
We went to the gate and waited at that counter for another 45 minutes and they were finally able to switch someone and seat us together. Upon boarding the plane we were greeted by a female flight attendant whose first words to us were, "Is there a problem?" in a very snotty tone. I explained that, No, there was not a problem, but we were having a trying day of travel and would love a drink at her first opportunity.
I was surprised by here level of rudeness. The next surprise was there was no audio/video on the plane! Nothing. We were told this was a "new" plane and this was the way they come. I have never heard of such a thing. When I was departing the airplane I asked for the attendants name that had been rude to us. The other attendants told me that they did not know it and that I needed to get out of the way.
When I politely asked how they did not know their co-workers name, they told me to get off the plane or they would call the police. We were so worn out from the experience we exited the plane in shock. We made the last leg of the journey (UA 1712) with only minor delays.
This was by far my worst traveling experience in my 49 years and I have been all over the world on many different airlines. In my job I participate in many food, wine and travel blogs. While this experience is without a doubt the worst travel experience I have encountered, I have not posted about my experiences yet, and as a life long United customer I am hoping that this story will have a happy ending with United taking responsibility for their mistakes and making this right. That would be a story worth posting about.
I am prepaired to give United a "do over." Correct your mistakes with two First Class tickets to Costa Rica from San Francisco and I can try
to "do over" my romantic vacation.
-John
Airline: United fight 1605
Location: San Francisco, CA
I have been a United customer since I took my first flight 41 years ago. United has been instrumental in helping to create many memorable experiences over the years, but my recent trip was the worst traveling experience ever in my many years and miles of traveling.
I arrived at San Francisco airport with my girlfriend to begin our romantic vacation in Costa Rica at 6:45am on November 18, 2011 for my 9 am flight (UA 1605). The agent looked confused and disappeared for 15 minutes. When she returned she stated that she could not find the second leg of our reservation to Costa Rica.
I asked how she knew we were going to Costa Rica if it did not show up, as I had just given her my passport and not my itinerary. I stated I would like to speak with a supervisor if there was a problem. No supervisor showed up. I then showed her my conformation from my travel agent which showed that I had purchased 2 first class tickets for myself and my girlfriend on October 7, 2011 and that we had seat assignments for all 4 legs of the journey.
The agent left again and did not return for 30 minutes. When she returned, she handed us boarding passes. I asked if there were any problems and she stated that everything was in order. I thought it was unusual that it had taken us over 45 minutes to get a boarding pass, but trusted her that everything was in order.
When we arrived in Houston we made our way to the gate. Upon having our passports checked against our boarding passes Christy's boarding pass was taken and we were told she did not have a seat on the flight, UA 1565. The agent in San Francisco had given her a boarding pass with no seat assignment and told us everything was "in order." I asked to
speak with a supervisor and was told one was "on the way."
The agents at the gate, AnnMarie T., Sophia V. and Terri J. were very unhelpful and unfriendly. We were told that the flight was oversold and there was no seat for Christy and that "their" computer had no reservation. I immediately called my travel agent and he made some calls and called me back. (I have a very good travel agent as I work for a very high-end wine estate in Napa valley and the business flies millions of miles a year as we make wine on four different continents). He assured me he spoke with someone at United and United central booking had us in seats 3A and 3B (UA 1565).
I asked again for a supervisor and was told they were on their way. We were not the only passengers this had happen to. There were at least four other groups that had the same situation.
The plane was over 45 minutes late at this point. There were six women crying loudly at the counter and still no supervisor had shown up. I have never seen anything this bad in all of my years of travel. My girlfriend was finally offered a seat in economy and we unhappily boarded the plane. No supervisor ever showed up in the hour and a half we waited at the counter.
We were not even on our way yet and we had already spent two and a half hours at the United counter for tickets we had purchased and were confirmed six weeks prior. Christy cried the whole way to Costa Rica…. So much for our romantic vacation.
The next day my travel agent spent over an hour on the phone with Continental and United to insure this did not happen on our return flight. He was assured by the agents and then assured me that everything was confirmed for our return flight.
We arrived at SJO at 1:30pm on November 28th for our 3:55pm flight (UA1447). We were quickly informed that we did not have seats 3A and 3B as we had reservations for, but that we had economy seats and were on the wait list for First Class. After another hour at the ticket counter we were finally given seats in First Class, but not together.
We went to the gate and waited at that counter for another 45 minutes and they were finally able to switch someone and seat us together. Upon boarding the plane we were greeted by a female flight attendant whose first words to us were, "Is there a problem?" in a very snotty tone. I explained that, No, there was not a problem, but we were having a trying day of travel and would love a drink at her first opportunity.
I was surprised by here level of rudeness. The next surprise was there was no audio/video on the plane! Nothing. We were told this was a "new" plane and this was the way they come. I have never heard of such a thing. When I was departing the airplane I asked for the attendants name that had been rude to us. The other attendants told me that they did not know it and that I needed to get out of the way.
When I politely asked how they did not know their co-workers name, they told me to get off the plane or they would call the police. We were so worn out from the experience we exited the plane in shock. We made the last leg of the journey (UA 1712) with only minor delays.
This was by far my worst traveling experience in my 49 years and I have been all over the world on many different airlines. In my job I participate in many food, wine and travel blogs. While this experience is without a doubt the worst travel experience I have encountered, I have not posted about my experiences yet, and as a life long United customer I am hoping that this story will have a happy ending with United taking responsibility for their mistakes and making this right. That would be a story worth posting about.
I am prepaired to give United a "do over." Correct your mistakes with two First Class tickets to Costa Rica from San Francisco and I can try
to "do over" my romantic vacation.
-John
15 May 2012
Late departure plus drunk and masturbating seatmates
Date: August 24, 2008
Airline: American Airlines, flight 1700
Location: San Jose, Costa Rica to Miami, FL
The flight was delayed three hours, they had us on the plane waiting for an hour before take off. There were three teenagers, one took my seat and refused to give it back. After minutes of arguing she left and her two friends stayed behind. The kids were young and drinking beer on the plane, several bottles.
It got to the point were on of them was using the seat to pop open the beer bottle, then he spilled the beer on the plane. The couple proceeded to harass me, by yelling profanities and harassing me over all. Finally, the flight took off after about an hour of just sitting on the landing strip, when all of a sudden the girl went on to masturbate the boy and vice versa.
Our row was diagonal from the flight attendants, whom had already realized the boy was heavily drinking. Well, the girl kept masturbating the boy and things were escalating until finally the flight attendant saw it and did nothing, but stare at me in awe. He got up went to the back and called the attendant closest to the couple and all they did was tell the kids to stop. I was not offered a different seat, the kids were not split up.
All the attendants did was say they were sorry and that I had to complain via email. I assure it was the worst two hours on a plane I have had to encounter. The kids drinking, the beer spilled, the harassing, the profanity and to top it off the masturbation right next to me.
-Doreen
Airline: American Airlines, flight 1700
Location: San Jose, Costa Rica to Miami, FL
The flight was delayed three hours, they had us on the plane waiting for an hour before take off. There were three teenagers, one took my seat and refused to give it back. After minutes of arguing she left and her two friends stayed behind. The kids were young and drinking beer on the plane, several bottles.
It got to the point were on of them was using the seat to pop open the beer bottle, then he spilled the beer on the plane. The couple proceeded to harass me, by yelling profanities and harassing me over all. Finally, the flight took off after about an hour of just sitting on the landing strip, when all of a sudden the girl went on to masturbate the boy and vice versa.
Our row was diagonal from the flight attendants, whom had already realized the boy was heavily drinking. Well, the girl kept masturbating the boy and things were escalating until finally the flight attendant saw it and did nothing, but stare at me in awe. He got up went to the back and called the attendant closest to the couple and all they did was tell the kids to stop. I was not offered a different seat, the kids were not split up.
All the attendants did was say they were sorry and that I had to complain via email. I assure it was the worst two hours on a plane I have had to encounter. The kids drinking, the beer spilled, the harassing, the profanity and to top it off the masturbation right next to me.
-Doreen
14 May 2012
Allegiant Air checks carry-on bags and denies damage claims
Date: 24 Sepetember 2011
Location: Bellingham, WA
Airline: Allegiant Air, flight 278
This complaint is against Allegiant Air flight 278 dated September 24th 2011; flight from Bellingham, WA to Las Vegas, NV. The flight attendant inappropriately handled our carry on baggage to checked baggage on the plane without notifying us in advance.
Our carry on baggage has been scratched extensively and our 2 cell phones inside the carry-on have been malfunctioned after this incident. We reported this immediately at the airport and pursued the compensation for the carry-on and our two cell phones when we were back from vacation.
However, Allegiant Air claimed the carry on bag was just "minor" damage (Which we showed them the picture of our carry-on at the airport as well as picture through email) and the malfunction of cell phones were unrelated to this; we found Allegiant Air didn't commit this fault which entirely made by them and didn't even take any further investigation and just gave us 2 $65 next flight voucher in order to settle this without paying attention what their customers lost from this incident!!!
Details of this complaint:
The flight we took through Allegiant Air on September 24th 2011; flight no 278 from Bellingham to Las Vegas . We have 0 checked bags and 2 carry-on. My husband and I was at different section and when I tried to handle my carry-on to the top compartment ; a female flight attendant yelled to me said she could handle my carry-on for me ; she took my carry-on and asked me to go back to the seat. The flight attendant didn't tell me how to handle my carry-on and I thought at that time she just found some other vacant compartment on the plane to accommodate it.
After the plane arrived Las Vegas and I asked the flight attendant of my carry-on ; surprisingly she told me I needed to go to baggage claim for my carry-on !!!! I was totally shocked at that time as my carry-on was a almost new and glossy colored which can't resist to any throwing and scratching and all my electronics were on the carry-on !!! My husband and I rushed to the baggage claim to wait for our poor carry-on ; and we found it was devastatingly scratched during the rough handling from the baggage storage area into the baggage claim area.
We reported this to Allegiant Air customer service at the airport and a guy called Jonathan gave us a Damaged Baggage report C 137 and we said and reported. When we flew back to Bellingham and back to our home town Vancouver BC, we found our cell phones haven't worked properly and shut down suddenly during calls ( we just bought the cell phones with 3 year contracts with Rogers Communications 1 year ago ) We report to Allegiant Air through email said other than our damaged baggage; our 2 cell phones also malfunction because of this incident. There is a guy called Denise communicating with us for the claim ; at the beginning he asked the claim amount, all the receipt, pictures and evidences.
We gave them all and explained the situation in details. However, at the end, he said the claim department said the phones would not be covered because what he said at email " the on working phones cannot be related to the damage done to the bag, the bag has some minor damage but not such that the contents would be damaged; especially two cell phones within the bag and no other contents were damaged " We were so furious when we received this comment as we found Allegiant Air just tried to shift back the responsibility back to us and thought we wanted to take an advantage from them !!!!
Firstly , we had two cell phones plainly placed on carry-on without extra protection ; we had two cameras with extra protection camera bag on the carry-on ; we had oneGPS with GPS bag on the carry on and we had some clothing on the carry on too. We reported to Allegiant air the malfunction of the two cell phones; we reported the two cameras seemed have no problem because of the camera bag; we report our GPS having little problem like very slow motion and didn't response sometime but we can accept even
without compensation; clothing? For sure no problem for checked bag.
Secondly, supposingly that was our carry on and all electronics items could be safely protected ; however, it is totally the flight attendant's fault that put our carry-on to be a checked bag without telling us !!! Should Allegiant Air responsibility for all the consequence ???? The last but not the least, we showed them the pictures of our scratched bag and it is 80 % of our carry-on has been scratched by the throwing through the transportation ; can you image your cell phones dropped at least 5 times on the ground and still functioning properly ??? We don't think so...
As an airline company and has taken customers' complaint at 1st place ; we feel very disappointed and frustrated . We really want someone can help us in this issue and help us to get back the compensation which we deserve to get. Thank you .
-Mei
Location: Bellingham, WA
Airline: Allegiant Air, flight 278
This complaint is against Allegiant Air flight 278 dated September 24th 2011; flight from Bellingham, WA to Las Vegas, NV. The flight attendant inappropriately handled our carry on baggage to checked baggage on the plane without notifying us in advance.
Our carry on baggage has been scratched extensively and our 2 cell phones inside the carry-on have been malfunctioned after this incident. We reported this immediately at the airport and pursued the compensation for the carry-on and our two cell phones when we were back from vacation.
However, Allegiant Air claimed the carry on bag was just "minor" damage (Which we showed them the picture of our carry-on at the airport as well as picture through email) and the malfunction of cell phones were unrelated to this; we found Allegiant Air didn't commit this fault which entirely made by them and didn't even take any further investigation and just gave us 2 $65 next flight voucher in order to settle this without paying attention what their customers lost from this incident!!!
Details of this complaint:
The flight we took through Allegiant Air on September 24th 2011; flight no 278 from Bellingham to Las Vegas . We have 0 checked bags and 2 carry-on. My husband and I was at different section and when I tried to handle my carry-on to the top compartment ; a female flight attendant yelled to me said she could handle my carry-on for me ; she took my carry-on and asked me to go back to the seat. The flight attendant didn't tell me how to handle my carry-on and I thought at that time she just found some other vacant compartment on the plane to accommodate it.
After the plane arrived Las Vegas and I asked the flight attendant of my carry-on ; surprisingly she told me I needed to go to baggage claim for my carry-on !!!! I was totally shocked at that time as my carry-on was a almost new and glossy colored which can't resist to any throwing and scratching and all my electronics were on the carry-on !!! My husband and I rushed to the baggage claim to wait for our poor carry-on ; and we found it was devastatingly scratched during the rough handling from the baggage storage area into the baggage claim area.
We reported this to Allegiant Air customer service at the airport and a guy called Jonathan gave us a Damaged Baggage report C 137 and we said and reported. When we flew back to Bellingham and back to our home town Vancouver BC, we found our cell phones haven't worked properly and shut down suddenly during calls ( we just bought the cell phones with 3 year contracts with Rogers Communications 1 year ago ) We report to Allegiant Air through email said other than our damaged baggage; our 2 cell phones also malfunction because of this incident. There is a guy called Denise communicating with us for the claim ; at the beginning he asked the claim amount, all the receipt, pictures and evidences.
We gave them all and explained the situation in details. However, at the end, he said the claim department said the phones would not be covered because what he said at email " the on working phones cannot be related to the damage done to the bag, the bag has some minor damage but not such that the contents would be damaged; especially two cell phones within the bag and no other contents were damaged " We were so furious when we received this comment as we found Allegiant Air just tried to shift back the responsibility back to us and thought we wanted to take an advantage from them !!!!
Firstly , we had two cell phones plainly placed on carry-on without extra protection ; we had two cameras with extra protection camera bag on the carry-on ; we had oneGPS with GPS bag on the carry on and we had some clothing on the carry on too. We reported to Allegiant air the malfunction of the two cell phones; we reported the two cameras seemed have no problem because of the camera bag; we report our GPS having little problem like very slow motion and didn't response sometime but we can accept even
without compensation; clothing? For sure no problem for checked bag.
Secondly, supposingly that was our carry on and all electronics items could be safely protected ; however, it is totally the flight attendant's fault that put our carry-on to be a checked bag without telling us !!! Should Allegiant Air responsibility for all the consequence ???? The last but not the least, we showed them the pictures of our scratched bag and it is 80 % of our carry-on has been scratched by the throwing through the transportation ; can you image your cell phones dropped at least 5 times on the ground and still functioning properly ??? We don't think so...
As an airline company and has taken customers' complaint at 1st place ; we feel very disappointed and frustrated . We really want someone can help us in this issue and help us to get back the compensation which we deserve to get. Thank you .
-Mei
13 May 2012
First class prices with second class speed
Date: 15 March 2012
Airline: US Airways, flight 959
Location: San Francisco, CA
My compannion Ana xxx and I bought round trip first class tickets Miami-Charlotte-San Francisco-Charlotte- Miami on US Airways at a cost of about $1,500 per person. On the return trip, US Airways San Francisco to Charlotte flight 959 was delayed, partially due late arrival and the rest due to an extremely slow boarding process aided by poor airline personnel direction/supervision, requiring over 40 minutes for a mid-sized Airbus A321 aircraft.
As a result we arrived at Charlotte 5 minutes BEFORE the Charlotte to Miami connecting departure. We ran to the Gate which was close to the arriving gate getting there at 10:22 pm, two minutes past departure.
We were told the flight had actually left the gate several minutes BEFORE regular departure time of 1020 pm (Flight crew decision). In other words not only did US Airways made no effort to protect connecting passengers by a couple of minutes, the aircraft actuall blocked off BEFORE departure sked time.
We were rerouted to next morning flight to Miami, downgraded from first class to economy and were denied overnight accommodations.
We asked for a refund for the Charlotte-Miami difference between first class and economy and were refunded $31 for each passenger, a total of $62
which obviously is too low.
We are requesting an upward adjustment in the refund to reflect the difference between first class and economy for the Charlotte-Miami flight segment plus a refund for the hotel ($55). US airways conveniently blamed the delay on ATC and weather, ignoring the incompetent boarding process in San Francisco.
- Ramon
Airline: US Airways, flight 959
Location: San Francisco, CA
My compannion Ana xxx and I bought round trip first class tickets Miami-Charlotte-San Francisco-Charlotte- Miami on US Airways at a cost of about $1,500 per person. On the return trip, US Airways San Francisco to Charlotte flight 959 was delayed, partially due late arrival and the rest due to an extremely slow boarding process aided by poor airline personnel direction/supervision, requiring over 40 minutes for a mid-sized Airbus A321 aircraft.
As a result we arrived at Charlotte 5 minutes BEFORE the Charlotte to Miami connecting departure. We ran to the Gate which was close to the arriving gate getting there at 10:22 pm, two minutes past departure.
We were told the flight had actually left the gate several minutes BEFORE regular departure time of 1020 pm (Flight crew decision). In other words not only did US Airways made no effort to protect connecting passengers by a couple of minutes, the aircraft actuall blocked off BEFORE departure sked time.
We were rerouted to next morning flight to Miami, downgraded from first class to economy and were denied overnight accommodations.
We asked for a refund for the Charlotte-Miami difference between first class and economy and were refunded $31 for each passenger, a total of $62
which obviously is too low.
We are requesting an upward adjustment in the refund to reflect the difference between first class and economy for the Charlotte-Miami flight segment plus a refund for the hotel ($55). US airways conveniently blamed the delay on ATC and weather, ignoring the incompetent boarding process in San Francisco.
- Ramon
11 May 2012
How good is a airline ticket credit if it is hard to use?
Flight Date: 5 June 2012
Airline: United, flights UA258 and UA785
I had a $479 ticket credit, due to a flight that I did not make in August, 2011. I was informed that there would be a $150 change penalty, but that I could book another flight within the year with this credit.
When I made a $320 flight reservation (for a [domestic] flight departing June 2012), my understanding was that with the $150 penalty, the total cost would be covered, with about $9 left over.
Instead, when I received my e-ticket it indicated that the $150 change fee had been charged to my credit card. When I called to report the mistake, I was informed that their policy required them to make this charge, but that I still had a $150 credit for a future flight.
When I asked that the penalty be taken out of the money they already had from me, my request was refused as "against policy." When I requested a waiver to the policy because it creates a financial hardship for me, my request was (quite rudely!) refused. The agent refused to give me his name, other than "John."
This policy seems unfair and unjust--simply a way for the airline to manipulate passengers into booking another flight with them. I believe this policy should be overruled by airline regulators.
Airline: United, flights UA258 and UA785
I had a $479 ticket credit, due to a flight that I did not make in August, 2011. I was informed that there would be a $150 change penalty, but that I could book another flight within the year with this credit.
When I made a $320 flight reservation (for a [domestic] flight departing June 2012), my understanding was that with the $150 penalty, the total cost would be covered, with about $9 left over.
Instead, when I received my e-ticket it indicated that the $150 change fee had been charged to my credit card. When I called to report the mistake, I was informed that their policy required them to make this charge, but that I still had a $150 credit for a future flight.
When I asked that the penalty be taken out of the money they already had from me, my request was refused as "against policy." When I requested a waiver to the policy because it creates a financial hardship for me, my request was (quite rudely!) refused. The agent refused to give me his name, other than "John."
This policy seems unfair and unjust--simply a way for the airline to manipulate passengers into booking another flight with them. I believe this policy should be overruled by airline regulators.
10 May 2012
Flight attendant won't deal with vomit on seat belt
Date: July 30, 2011
Flight: Continental flight 1693
Location: Seattle, WA
My husband and two children were traveling home from a wonderful trip to Washington and Canada with a return trip to Houston, Texas. Our trip home put us on Continental Airlines and from there things went down hill.
My son took his seat in 34A, the window seat and suddenly stated, "mom the belt and seat has vomit on it." I told my son to stand up and I called the flight attendant, which was only a few feet away, because for some reason Continental shoves anyone with kids, mine being almost adults to the back of the plan with young families and babies.
I quietly advised her of the situation, she showed no concern or compassion, much less did she offer to assist to clean the mess. I told her it was a biohazard, gross and nasty. She quickly stated this flight is overbooked and suggested that if we didn't like it we could get off.
She quickly walked off with no suggestion of helping. I instructed my son calmly to go to the restroom and clean off his hands and shorts. When he exited the restroom he overheard the attendant calling someone, I'm assuming the pilot telling him that, "I'm not dealing with that woman, she's rude and getting on my nerves."
My son returned to his seat very upset and advised me of what he heard. The cleaning crew arrived he also seemed to be upset and had a nasty attitude, replaced the cushion and belt and walked off. I asked politely what the flight attendants names was and in a very nasty, put out attitude she stated, "Grace." I then requested her last name, she quickly removed her name badge from view and stated she didn't have to provide her last name.
She then marched off, however at the same time another attendant was standing a few feet away listening in and also made the comment, "I'm not dealing with her either." The blond's name was possibly Cynthia but we were never told since both Grace and Cynthia removed their name tages from view.
At no time did any of us raise our voices or show disrespect only conern for our son's exposure to biohazard. Within a few minutes, a ticket agent came down, Janny, she wanted to know if ever thing was alright and suggested that the pilot was concerned that we would act out, we never presented any such threat. She also suggested the underlining threat of if you don't like it get off, we're overbooked anyway.
-Nikki
Flight: Continental flight 1693
Location: Seattle, WA
My husband and two children were traveling home from a wonderful trip to Washington and Canada with a return trip to Houston, Texas. Our trip home put us on Continental Airlines and from there things went down hill.
My son took his seat in 34A, the window seat and suddenly stated, "mom the belt and seat has vomit on it." I told my son to stand up and I called the flight attendant, which was only a few feet away, because for some reason Continental shoves anyone with kids, mine being almost adults to the back of the plan with young families and babies.
I quietly advised her of the situation, she showed no concern or compassion, much less did she offer to assist to clean the mess. I told her it was a biohazard, gross and nasty. She quickly stated this flight is overbooked and suggested that if we didn't like it we could get off.
She quickly walked off with no suggestion of helping. I instructed my son calmly to go to the restroom and clean off his hands and shorts. When he exited the restroom he overheard the attendant calling someone, I'm assuming the pilot telling him that, "I'm not dealing with that woman, she's rude and getting on my nerves."
My son returned to his seat very upset and advised me of what he heard. The cleaning crew arrived he also seemed to be upset and had a nasty attitude, replaced the cushion and belt and walked off. I asked politely what the flight attendants names was and in a very nasty, put out attitude she stated, "Grace." I then requested her last name, she quickly removed her name badge from view and stated she didn't have to provide her last name.
She then marched off, however at the same time another attendant was standing a few feet away listening in and also made the comment, "I'm not dealing with her either." The blond's name was possibly Cynthia but we were never told since both Grace and Cynthia removed their name tages from view.
At no time did any of us raise our voices or show disrespect only conern for our son's exposure to biohazard. Within a few minutes, a ticket agent came down, Janny, she wanted to know if ever thing was alright and suggested that the pilot was concerned that we would act out, we never presented any such threat. She also suggested the underlining threat of if you don't like it get off, we're overbooked anyway.
-Nikki
09 May 2012
Gate agents don't smile like they used to
Date: 22 April 2012
Airline: United Flight 5155e
Location: Newark Liberty
Flight had been announced to be delayed by two hours, and as I waited, I must have missed hearing an announcement that it was back on time. When I discovered the plane was boarding, I walked up to the gate to verify, and told the gate lady that I thought the flight wasn't leaving for a couple of hours.
She shortly responded that she had announced that the plane was back on schedule. I told her great, thank you, sorry I missed that, and smiled. She turned away rudely, so I handed her my boarding pass, smiled again warmly and said, it's okay, smile.
She responded: I don't have to smile to YOU!
I told her that I apologize for not hearing her but we can still smile and enjoy the day, and she refused to talk to me. Her coworker or supervisor watched and said nothing.
- Deana
Airline: United Flight 5155e
Location: Newark Liberty
Flight had been announced to be delayed by two hours, and as I waited, I must have missed hearing an announcement that it was back on time. When I discovered the plane was boarding, I walked up to the gate to verify, and told the gate lady that I thought the flight wasn't leaving for a couple of hours.
She shortly responded that she had announced that the plane was back on schedule. I told her great, thank you, sorry I missed that, and smiled. She turned away rudely, so I handed her my boarding pass, smiled again warmly and said, it's okay, smile.
She responded: I don't have to smile to YOU!
I told her that I apologize for not hearing her but we can still smile and enjoy the day, and she refused to talk to me. Her coworker or supervisor watched and said nothing.
- Deana
08 May 2012
Airline makes booking mistake and makes passenger pay change fee
Date: 26 April 2012
Airline: Spirit
This is ridiculous!
On Thursday night (26 April 2012) I booked my regular r/t (round trip) from DTW (Detroit, MI) to ACY (Atlantic City, NJ) on Spirit and TODAY (Saturday 28 April 2012) received the confirmation in my box that Spirit REVERSED my cities! Note that I book this regularly and remember putting in the correct cities:
TUESDAY, MAY 22, 2012
Atlantic City, NJ; 5:00 PM; flight 348
Detroit, MI 6:50 PM
TUESDAY, MAY 29, 2012
Detroit, MI 8:10 AM; flight 341
Atlantic City, NJ 9:42 AM
They have me leaving ACY on 5/22 to DTW rather than DTW to ACY! So I phone them immediately and they say it's past 24 hours (I JUST got their email today!) so they want to charge me $125 for a $136 ticket, for something that was THEIR error.
Waiting for an hour, supposedly I was handed from supervisor to supervisor, with a man named Anbre Davis telling me that there was no way he could fix my ticket, and that I should just email customer service and even then, after I checked the address with them, they gave me the wrong address. This isn't fair. I deserve for them to fix their computer error without a charge.
Please help me get my complaint through to their higher ups AND put in my complaint that their customer service is a big run around. They just reiterated their unfair rules. I didn't make the mistake-- their computer did! Thanks!
- Marcy
Airline: Spirit
This is ridiculous!
On Thursday night (26 April 2012) I booked my regular r/t (round trip) from DTW (Detroit, MI) to ACY (Atlantic City, NJ) on Spirit and TODAY (Saturday 28 April 2012) received the confirmation in my box that Spirit REVERSED my cities! Note that I book this regularly and remember putting in the correct cities:
TUESDAY, MAY 22, 2012
Atlantic City, NJ; 5:00 PM; flight 348
Detroit, MI 6:50 PM
TUESDAY, MAY 29, 2012
Detroit, MI 8:10 AM; flight 341
Atlantic City, NJ 9:42 AM
They have me leaving ACY on 5/22 to DTW rather than DTW to ACY! So I phone them immediately and they say it's past 24 hours (I JUST got their email today!) so they want to charge me $125 for a $136 ticket, for something that was THEIR error.
Waiting for an hour, supposedly I was handed from supervisor to supervisor, with a man named Anbre Davis telling me that there was no way he could fix my ticket, and that I should just email customer service and even then, after I checked the address with them, they gave me the wrong address. This isn't fair. I deserve for them to fix their computer error without a charge.
Please help me get my complaint through to their higher ups AND put in my complaint that their customer service is a big run around. They just reiterated their unfair rules. I didn't make the mistake-- their computer did! Thanks!
- Marcy
07 May 2012
Paid for special seating but did not get them
Date: 17 March 2012
Location: St. Maarten
On March 17th I was on standby through my son-in-law John xxx. I understand when on standby you may not be able to get on a flight and this did happen. However, 4 of the seven did get on the flight only to find out later that there were 5 avaialbe seats on the flight and the remaider of three ended up purchasing tickets costing 561.00 plus rent a hotel room to leave the next day. (Missing a day of vacation).
I decided to purchase 7 tickets on our return flight from Saint Maarten instead of stand by the tickets costing $525.00 for six on one flight and the other person John Stefano ticket cost $825.00. Why the difference I certainly did not understand.
In addition, I paid for selective seating for my daughter and our 2 ½ and 6 year old granddaughters so they could sit together(59.00 each) this never happened when we got on the plane the three of them were in different seats and not together. I stayed in the isle before the plane took off waiting for seats where at least the 2 /1/2 year old and the mother could sit together. Finally after 15 minutes and delaying the plane the flight attendant was able to convince someone to move. Why did I pay for selective seating online that was not available. Needless to say, this was a horrible experience for us and not at all any way to treat customer on a flight. Also, our luggage was lost and ended up in St. Maarten since we never made it on the stand-by flight and had nothing with us when we had to stay at the Marriott.
- Vicky
Location: St. Maarten
On March 17th I was on standby through my son-in-law John xxx. I understand when on standby you may not be able to get on a flight and this did happen. However, 4 of the seven did get on the flight only to find out later that there were 5 avaialbe seats on the flight and the remaider of three ended up purchasing tickets costing 561.00 plus rent a hotel room to leave the next day. (Missing a day of vacation).
I decided to purchase 7 tickets on our return flight from Saint Maarten instead of stand by the tickets costing $525.00 for six on one flight and the other person John Stefano ticket cost $825.00. Why the difference I certainly did not understand.
In addition, I paid for selective seating for my daughter and our 2 ½ and 6 year old granddaughters so they could sit together(59.00 each) this never happened when we got on the plane the three of them were in different seats and not together. I stayed in the isle before the plane took off waiting for seats where at least the 2 /1/2 year old and the mother could sit together. Finally after 15 minutes and delaying the plane the flight attendant was able to convince someone to move. Why did I pay for selective seating online that was not available. Needless to say, this was a horrible experience for us and not at all any way to treat customer on a flight. Also, our luggage was lost and ended up in St. Maarten since we never made it on the stand-by flight and had nothing with us when we had to stay at the Marriott.
- Vicky
06 May 2012
Gate agents speak ill of passenger behind his back
Date: 26: April 2012
Airline: US Airways, flight 1760
Location: Charlotte, NC
I traveled from Cincinnati (flight 2709) to Charlotte (flight 1760) to Hartford, CT on April 26, 2012. When I arrived at the airport in Cincinnati, I was instructed that I was being put on an earlier flight because of weather in Charlotte. The agent printed me two boarding passes that displayed my reserved seat numbers. I arrived in Charlotte and was at the gate for over an hour before the flight left. When I went to board the plane, the agent scanned my boarding pass and asked me to step to the side where the agent Ron would assist me.
The agent punched a couple of keys and said, "Oh my…looks like you won't be getting out of here until the next flight. You can have a seat over there. The next flight isn't until 8:30 pm. Looks like you have a few hours to wait." I said I purchased the ticket in February, my boarding pass indicates I have a seat and that I needed to be in Connecticut by 6:30 pm. He simply looked at me and said, "I don't know what to tell you." I questioned how they could give my seat away when I had a boarding pass with a reserved seat.
The supervisor then brought up a separate conversation about the gentlemen before me and how they should have called the police and had him arrested because he became upset that they gave his seat away. I overheard that conversation, and the gentlemen they were referring to was NOT rude. He simply was asking questions to understand how they could give away his seat and downgrade him when he was clearly a gold member frequent flyer.
After he boarded the plane, the supervisor (older women, gray hair, heavy set around 5 feet 3) continued to bad mouth him in front of all the customers; threatening how she was going to take care of this situation; how the agent should have called the police and have him 'thrown' off the plane, etc.
I was appalled by their behavior and the lack of respect they were showing this man. This type of issue should not be discussed at the counter where everyone can hear. It should be discussed in privacy to not discredit and disrespect customers when they aren't there.
I felt threatened that the supervisor was indirectly warning me that if I kept asking questions, they would call the police on me if I didn't just say okay and had a seat. I never raised my voice nor was I rude. It was critical that I was in Connecticut as originally planned. They clearly overbooked the flight, but they never asked for volunteers to give up their seats.
Again, I told the agent how important it was that I be in Connecticut by 6:30 and asked if they could please see if there were any empty seats. He proceeded to tell me all his problems; demonstrated frustration through verbal and non-verbal expressions and repeated twenty times it wasn't his fault. The lack of accountability, poor customer service and unprofessionalism this gentlemen and the supervisor continued to demonstrate was ridiculous.
I eventually got on the plane, which the agent and the supervisor proceeded to act as though they did "ME" a big favor. I fly every week to a different state with my job. I will NEVER fly US Airways again and I will be sure to share my experience with the travel department. The CEO Letter by Doug Parker states "Doing Our Very Best". If that is what they consider their very best, perhaps they should benchmark against Southwest and how they treat their customers. Southwest is one best airlines I have ever flown.
US Airways need to remember without customers flying their airline, they wouldn't have a job. Customers should not be threaten with the police because they are simply inquiring why their seat was given away with no effort for resolution, compensation or accommodations.
- Brenda
Airline: US Airways, flight 1760
Location: Charlotte, NC
I traveled from Cincinnati (flight 2709) to Charlotte (flight 1760) to Hartford, CT on April 26, 2012. When I arrived at the airport in Cincinnati, I was instructed that I was being put on an earlier flight because of weather in Charlotte. The agent printed me two boarding passes that displayed my reserved seat numbers. I arrived in Charlotte and was at the gate for over an hour before the flight left. When I went to board the plane, the agent scanned my boarding pass and asked me to step to the side where the agent Ron would assist me.
The agent punched a couple of keys and said, "Oh my…looks like you won't be getting out of here until the next flight. You can have a seat over there. The next flight isn't until 8:30 pm. Looks like you have a few hours to wait." I said I purchased the ticket in February, my boarding pass indicates I have a seat and that I needed to be in Connecticut by 6:30 pm. He simply looked at me and said, "I don't know what to tell you." I questioned how they could give my seat away when I had a boarding pass with a reserved seat.
The supervisor then brought up a separate conversation about the gentlemen before me and how they should have called the police and had him arrested because he became upset that they gave his seat away. I overheard that conversation, and the gentlemen they were referring to was NOT rude. He simply was asking questions to understand how they could give away his seat and downgrade him when he was clearly a gold member frequent flyer.
After he boarded the plane, the supervisor (older women, gray hair, heavy set around 5 feet 3) continued to bad mouth him in front of all the customers; threatening how she was going to take care of this situation; how the agent should have called the police and have him 'thrown' off the plane, etc.
I was appalled by their behavior and the lack of respect they were showing this man. This type of issue should not be discussed at the counter where everyone can hear. It should be discussed in privacy to not discredit and disrespect customers when they aren't there.
I felt threatened that the supervisor was indirectly warning me that if I kept asking questions, they would call the police on me if I didn't just say okay and had a seat. I never raised my voice nor was I rude. It was critical that I was in Connecticut as originally planned. They clearly overbooked the flight, but they never asked for volunteers to give up their seats.
Again, I told the agent how important it was that I be in Connecticut by 6:30 and asked if they could please see if there were any empty seats. He proceeded to tell me all his problems; demonstrated frustration through verbal and non-verbal expressions and repeated twenty times it wasn't his fault. The lack of accountability, poor customer service and unprofessionalism this gentlemen and the supervisor continued to demonstrate was ridiculous.
I eventually got on the plane, which the agent and the supervisor proceeded to act as though they did "ME" a big favor. I fly every week to a different state with my job. I will NEVER fly US Airways again and I will be sure to share my experience with the travel department. The CEO Letter by Doug Parker states "Doing Our Very Best". If that is what they consider their very best, perhaps they should benchmark against Southwest and how they treat their customers. Southwest is one best airlines I have ever flown.
US Airways need to remember without customers flying their airline, they wouldn't have a job. Customers should not be threaten with the police because they are simply inquiring why their seat was given away with no effort for resolution, compensation or accommodations.
- Brenda
04 May 2012
Offshore telephone customer service agent can't understand a customer
Date: 27 March 2012
Flight: United, flight UA1010
Location: Newark
Original Message
To whom it may concern,
I have been using Continental Airlines for most of my adult life (living in NJ near your Newark Hub), and never have I encountered such problems as last night!
It began when my company asked me to book a flight to Florida for an emergency client meeting schedule in 2 days. My wife booked the tickets as she normally does, but this trip we would also be celebrating our 42nd wedding anniversary, so she would accompany me. As per normal, we checked in 24 hours before flight time to try and upgrade our economy seats to first class…special trip.
When I tried to do that, the "system" said I wasn't yet ticketed, so 1st class options weren't available to me (6 seats were available).
Frustrated by that I tried to refresh the screen repeatedly figuring the system has my money, the bank verified the $929.20 plus a $1.00 charge had been withdrawn so it must need to "catch up".
After several attempts, still no ticket, although the "system" allowed me to change my seats from row 40 to row 22, it still said I wasn't ticketed…strange.
I tried the "chat" but that didn't address this problem and kept trying to direct me elsewhere…automated mischief. Ironically, I work the "Chat line" for our ClipTraining company, real people chatting with clients imagine that, no automated mischief!
After wasting precious "upgrade opportunity" (now only 3 seats available in 1st class) I decided to "go live" what a mistake that was. The auto attendant told me my wait would be 30 minutes, 2 hours later a totally inept person who must not have ever booked a ticket herself tried to help me, but after repeatedly having to "speak with a supervisor" she failed miserably to resolve the issue.
In total frustration I requested she just let me speak with the "Supervisor" myself and cut out the "middle man" (woman).
"Marian" (really?) was equally inept and then as she is actually re-assuring me my debit card would not be "charged a 2nd time" despite my suspicions, it happens! My wife was on the banking site trying to prove the money had been taken out of our account and she sees another $929.20 taken! Now the Airline is "holding $1858.40" of my money and still I have not been ticketed!
I'm not prejudiced, but I really don't think the Pilipino Call center works very well I really think it would be worth it to allow problem calls to be escalated to an American call center where there is a shot these people have actually booked a ticket on a major airline and have some clue as to dealing with customers.
At this point, I don't know if I am flying out to Florida today to make my Business meeting tomorrow, but suffice it to say I'm not a fan of the merger with United if this is a sample of the new and "improved company.
I hope my experience proves helpful in rectifying some of these problems for your future customers, of which I may not be…
Regards,
John xxx
United Responds
Dear Mr. xxx;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie xxx
Customer Care
The Customer Responds to the Response
Dear Jackie,
We actually did have a ticket, although your system didn't acknowledge it until it was too late for me to upgrade. I did make my meeting, thank you for your concern ... but,
You seem to misunderstand, on so many levels…you have a serious problem here ... are you based in the Philippines' also?
The point is…it does matter where the call is handled, if it's not handled properly and you can trace that to a location… especially when the perception is the service is never the same as in the US.
The other misunderstanding you have is, it wasn't hard for me to understand your Philippines based agent (I have a number of Philippine friends) it was impossible for them to understand me, that's why I suspect you are also in the Philippines', their misunderstanding and ineptitude was so much so that they didn't even know they were charging my credit card a 2nd time, while I was watching it happen.
This is not a new problem and I more than most understand the economics behind the company decision to "off shore" these issues. I just think you drop the ball here in not recognizing the need to have a better escalation plan, when your agents are having a problem send it back to the States with an apology and try to fix the problem with someone who really understands.
Another part of their ignorance was clearly shown when they attempted to blame someone else for charging my account the 2nd time…they have the sheer idiocy to say, "maybe it was someone else charging my card" for the exact amount and "they" somehow convinced my bank to list it as United Airlines again!
You have these sessions recorded "for training purposes" you should "go back to the tapes" and let some American call center people advise you of the failures here, because you apparently still don't get it!
As I was at the airport explaining my dilemma to the American woman at the counter, Jennifer was very helpful at straightening things out and getting us our tickets. She did mention her concern as did others we spoke with that the merger has caused many similar difficulties and there have been many problems not getting worked out properly…I would advise you,
Let the Continental Staff work it out…it seems the United Staff are not up to the job!
Not happy with your lack of concern for the demise of a once great airline like Continental.
- John
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From: Customerrelations@united.com [mailto:customerrelations@united.com]
Sent: Saturday, April 14, 2012 1:46 PM
To: John xxx
Subject: United Airlines Case ID xxx
Dear Mr. Duggan;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie Monroe
Customer Care
Flight: United, flight UA1010
Location: Newark
Original Message
To whom it may concern,
I have been using Continental Airlines for most of my adult life (living in NJ near your Newark Hub), and never have I encountered such problems as last night!
It began when my company asked me to book a flight to Florida for an emergency client meeting schedule in 2 days. My wife booked the tickets as she normally does, but this trip we would also be celebrating our 42nd wedding anniversary, so she would accompany me. As per normal, we checked in 24 hours before flight time to try and upgrade our economy seats to first class…special trip.
When I tried to do that, the "system" said I wasn't yet ticketed, so 1st class options weren't available to me (6 seats were available).
Frustrated by that I tried to refresh the screen repeatedly figuring the system has my money, the bank verified the $929.20 plus a $1.00 charge had been withdrawn so it must need to "catch up".
After several attempts, still no ticket, although the "system" allowed me to change my seats from row 40 to row 22, it still said I wasn't ticketed…strange.
I tried the "chat" but that didn't address this problem and kept trying to direct me elsewhere…automated mischief. Ironically, I work the "Chat line" for our ClipTraining company, real people chatting with clients imagine that, no automated mischief!
After wasting precious "upgrade opportunity" (now only 3 seats available in 1st class) I decided to "go live" what a mistake that was. The auto attendant told me my wait would be 30 minutes, 2 hours later a totally inept person who must not have ever booked a ticket herself tried to help me, but after repeatedly having to "speak with a supervisor" she failed miserably to resolve the issue.
In total frustration I requested she just let me speak with the "Supervisor" myself and cut out the "middle man" (woman).
"Marian" (really?) was equally inept and then as she is actually re-assuring me my debit card would not be "charged a 2nd time" despite my suspicions, it happens! My wife was on the banking site trying to prove the money had been taken out of our account and she sees another $929.20 taken! Now the Airline is "holding $1858.40" of my money and still I have not been ticketed!
I'm not prejudiced, but I really don't think the Pilipino Call center works very well I really think it would be worth it to allow problem calls to be escalated to an American call center where there is a shot these people have actually booked a ticket on a major airline and have some clue as to dealing with customers.
At this point, I don't know if I am flying out to Florida today to make my Business meeting tomorrow, but suffice it to say I'm not a fan of the merger with United if this is a sample of the new and "improved company.
I hope my experience proves helpful in rectifying some of these problems for your future customers, of which I may not be…
Regards,
John xxx
United Responds
Dear Mr. xxx;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie xxx
Customer Care
The Customer Responds to the Response
Dear Jackie,
We actually did have a ticket, although your system didn't acknowledge it until it was too late for me to upgrade. I did make my meeting, thank you for your concern ... but,
You seem to misunderstand, on so many levels…you have a serious problem here ... are you based in the Philippines' also?
The point is…it does matter where the call is handled, if it's not handled properly and you can trace that to a location… especially when the perception is the service is never the same as in the US.
The other misunderstanding you have is, it wasn't hard for me to understand your Philippines based agent (I have a number of Philippine friends) it was impossible for them to understand me, that's why I suspect you are also in the Philippines', their misunderstanding and ineptitude was so much so that they didn't even know they were charging my credit card a 2nd time, while I was watching it happen.
This is not a new problem and I more than most understand the economics behind the company decision to "off shore" these issues. I just think you drop the ball here in not recognizing the need to have a better escalation plan, when your agents are having a problem send it back to the States with an apology and try to fix the problem with someone who really understands.
Another part of their ignorance was clearly shown when they attempted to blame someone else for charging my account the 2nd time…they have the sheer idiocy to say, "maybe it was someone else charging my card" for the exact amount and "they" somehow convinced my bank to list it as United Airlines again!
You have these sessions recorded "for training purposes" you should "go back to the tapes" and let some American call center people advise you of the failures here, because you apparently still don't get it!
As I was at the airport explaining my dilemma to the American woman at the counter, Jennifer was very helpful at straightening things out and getting us our tickets. She did mention her concern as did others we spoke with that the merger has caused many similar difficulties and there have been many problems not getting worked out properly…I would advise you,
Let the Continental Staff work it out…it seems the United Staff are not up to the job!
Not happy with your lack of concern for the demise of a once great airline like Continental.
- John
Follow us @ Facebook | Twitter | YouTube
From: Customerrelations@united.com [mailto:customerrelations@united.com]
Sent: Saturday, April 14, 2012 1:46 PM
To: John xxx
Subject: United Airlines Case ID xxx
Dear Mr. Duggan;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie Monroe
Customer Care
03 May 2012
Delays during international flight lead to visa problem
Date: 1 April 2012
Airline: Mihin Lanka MJ402 / MJ 2886
Location: Phuket, Thailand
I supposed to fly with Mihin Lanka on 1st of April at 22:45 hrs but I didn't because we were get stuck there without any notice from airline crew what is going on on that day untill almost 02:30 hrs ( in 2nd April ) one of the crew came and said NO FLIGHT today so He moved us ( some to the hotel and some to anothe terminal and I have to stay at the airport on that night) and around 12:30 hrs. airline crew came and arranged us again and we all ready to fly at around 16:00 hrs. and again Captian said SORRY we cant fly again and we sat inside the aeroplane until 20:30 hours.
They moved us again and my VISA was cancelled then i have to get stuck inside the Airport for one more night. Untill morning 3rd at 05:15 hrs i went to the immigration office and asked them a favor to help to find a new ticket because i heard that its gonna be delay again for one day and i cant stay anymore I stay in the Airport more than 30 hours. That's why i get Emirates Airlines ( on 3rd April 2012 ETD 09:40 hrs / EK 372 "for the flight number i"m not sure but will let you know again") that cost me for 3920 AED.
I did contact the agent i Singapore and he asked me to forward to sales office in Jakarta up to now NO ONE contact me for this issue..
- Chirawan
Airline: Mihin Lanka MJ402 / MJ 2886
Location: Phuket, Thailand
I supposed to fly with Mihin Lanka on 1st of April at 22:45 hrs but I didn't because we were get stuck there without any notice from airline crew what is going on on that day untill almost 02:30 hrs ( in 2nd April ) one of the crew came and said NO FLIGHT today so He moved us ( some to the hotel and some to anothe terminal and I have to stay at the airport on that night) and around 12:30 hrs. airline crew came and arranged us again and we all ready to fly at around 16:00 hrs. and again Captian said SORRY we cant fly again and we sat inside the aeroplane until 20:30 hours.
They moved us again and my VISA was cancelled then i have to get stuck inside the Airport for one more night. Untill morning 3rd at 05:15 hrs i went to the immigration office and asked them a favor to help to find a new ticket because i heard that its gonna be delay again for one day and i cant stay anymore I stay in the Airport more than 30 hours. That's why i get Emirates Airlines ( on 3rd April 2012 ETD 09:40 hrs / EK 372 "for the flight number i"m not sure but will let you know again") that cost me for 3920 AED.
I did contact the agent i Singapore and he asked me to forward to sales office in Jakarta up to now NO ONE contact me for this issue..
- Chirawan
02 May 2012
Suggestions to improve seating access for the disabled
Date: 23 April 2012
Airline: United flight 1570
Location: Cleveland, OH
I booked my flight 1 month before and needed the seats with more leg room for my husband who is disabled and wears a brace on his right leg and uses a cane due to a stroke. I was more than willing to pay the extra money for the seats but they are always shown as not available until the nite before and then they seem to open up. I called a couple days before the number for people with disablities and the women said their were two seats availabe but they were in an exit row and since my husband was disabled he could not sit there but did i want to get a seat for myself. I told the woman did she think I was going to sit there and let my husband who really needed it to sit in a cramped seat.....
The solution to this problem was very simple she could have switched the seats that were not in the exit row and given them to my husband and I would have been more than happy to pay for them.
These seats should be available for the disabled as soon as you make your flight purchase.
The wheelchair service is great with very kind and caring people that help you all the way to check in an boarding.
- Pat
Airline: United flight 1570
Location: Cleveland, OH
I booked my flight 1 month before and needed the seats with more leg room for my husband who is disabled and wears a brace on his right leg and uses a cane due to a stroke. I was more than willing to pay the extra money for the seats but they are always shown as not available until the nite before and then they seem to open up. I called a couple days before the number for people with disablities and the women said their were two seats availabe but they were in an exit row and since my husband was disabled he could not sit there but did i want to get a seat for myself. I told the woman did she think I was going to sit there and let my husband who really needed it to sit in a cramped seat.....
The solution to this problem was very simple she could have switched the seats that were not in the exit row and given them to my husband and I would have been more than happy to pay for them.
These seats should be available for the disabled as soon as you make your flight purchase.
The wheelchair service is great with very kind and caring people that help you all the way to check in an boarding.
- Pat
01 May 2012
United Express could have been faster
Date: 23 April 2012
Airline: United Flight UA4892
Location: Newark Liberty
My wife and I waited in the checkout line (Terminal A - United Express) for over two hours. Four of the eight kiosks were out of order. Two employees were working diligently but two others were very slow and unresponsive. One of them directed us to a kiosk that was out of order. When I told her it was out of order she did nothing to help us, and several other customers jumped ahead of us. The line was unsupervised, and frustrated customers occasionally jumped to the express line.
We then had to take a shuttle bus to Terminal C, and just barely made our flight, even though we had arrived at the airport 2 1/2 hours early.
When we arrived in Pittsburgh we discovered that our 2 checked bags ($50) were not on the plane. We are still awaiting resolution to that problem.
This is not our first disastrous experience with United. Generally speaking I find United employees to be rude and contemptuous to their customers. They have no sense of professionalism, courtesy or empathy.
- Matthew
Airline: United Flight UA4892
Location: Newark Liberty
My wife and I waited in the checkout line (Terminal A - United Express) for over two hours. Four of the eight kiosks were out of order. Two employees were working diligently but two others were very slow and unresponsive. One of them directed us to a kiosk that was out of order. When I told her it was out of order she did nothing to help us, and several other customers jumped ahead of us. The line was unsupervised, and frustrated customers occasionally jumped to the express line.
We then had to take a shuttle bus to Terminal C, and just barely made our flight, even though we had arrived at the airport 2 1/2 hours early.
When we arrived in Pittsburgh we discovered that our 2 checked bags ($50) were not on the plane. We are still awaiting resolution to that problem.
This is not our first disastrous experience with United. Generally speaking I find United employees to be rude and contemptuous to their customers. They have no sense of professionalism, courtesy or empathy.
- Matthew