United almost causes missed overseas connection

Date: 12 May 2012
Airline: United, flight 4148
Location: Atlanta, GA/Newark, NJ

We arrived at the airport three hours prior to our departure as instructed. We were booked on UA 4148 departing at 12:20 pm, arriving in Newark at 2:43 p.m. with connection with UA 0106 departing at 5:35 pm.

Our Atlanta flight had a mechanical problem and they had to fly a part in to repair it. I ask that they re-book us with another airline to make our connection; the gate agent told me we had a “bulk price” ticket and no one else would accept it, and that all they could do is leaves us on the flight that was scheduled to depart now at 5:45. I spoke with a supervisor and she said she would re-book us on another flight out of Newark.

When we arrived in Newark I went to United customer service, because I saw no United flight departing for Munich. The service representative told me they had no record of us having a flight. I ask where my luggage was and he had no idea. He said the only flight left was Lufthansa 1926. I should go see them because they (United) had no record of our travel even though I gave him the confirmed ticket number and reservation code.

We went down to Lufthansa and they had no record of our flight. I think the agent could see I was about to blow up and she decide to help as much as she could. It took her an hour to find the record, but she found it. United would not even look for it they just said it was non-existent. Lufthansa put us on standby. I literally begged them to please put us on the flight, and they did.

-George