This, United, is Why People Hate Airlines (Tales From the Field)

It’s time for another Cranky Concierge client story, and this one is ugly. It’s a long read, so let me sum it up for you. We had clients going from Mumbai to Toronto. The first flight was canceled, then they were involuntarily bumped twice and given no compensation. United Customer Relations responded to the request for compensation after travel by blaming us for not ticketing it correctly (wrong, and we have proof) and then blaming the passenger for WANTING to make the change (wrong again).

Earlier this year, we booked a group of 9 people to fly from the US and Canada to India to see family with a return scheduled a couple weeks later. The flights out went fine, and part of the group returned without incident. But there were 6 people in the group who returned later than the others. These people, made up of 2 adults, their 2 small children, and 2 of their parents, were scheduled to fly from Mumbai to Newark and then on to Toronto. This was already a tough journey thanks to long flight times and little kids, but United ended up making United Tales from the Fieldit into an awful saga.

It all started when United canceled their original flight from Mumbai to Newark. The airline had been having all kinds of problems with maintenance and crews, and had canceled a couple other flights before. The end result was that three flights were scheduled to go from Mumbai to Newark the following day.

We jumped on the case and found that the first flight to go would be at 730a the next morning (already delayed from 130a). This flight was given flight number 1759, a number they reserve for problems like this and not one that’s regularly scheduled. We rebooked them on that flight along with another connection to Toronto, got them seat assignments and then called United’s Executive Accounts Desk to get the tickets revalidated. They took care of it, we pulled up the tickets and saw that they looked right. All was well. This effectively just meant an overnight delay of about 9 hours. That’s not ideal, but had that been where this ended, this wouldn’t have been post-worthy.

Shortly after, my clients received an email from someone at United in India telling them that they had been put on flight 1759. Here’s the email.

United Cancel Note

That was nice of them. It was followed shortly by a standard email sent from United.com with the new itinerary, ticket numbers, etc. All was well.

Our clients were coming from somewhere else in India so would now have to stay the night in Mumbai. When they arrived, they went to United to get a hotel voucher. They also tried to check in for the flight only to be told by the agent that they were no longer on it. Huh? The agent said it was full. We looked at the tickets in our system and found that someone had exchanged them.

Exchanged Ticket

This looks like garbage to most of you, but it’s how the electronic ticket receipt looks in a reservation system. You can see on line 4, they were on flight 1759, but on the right, you can see the ticket was exchanged (EXCH). That means someone at the airline decided to make a switch, because we hadn’t touched it.

The agent at the airport gave them only one option, and that was to fly Cathay Pacific to Hong Kong overnight, then United to Chicago and on to Toronto. This made them furious for a couple reasons. First, they were confirmed and ticketed on the original flight, one which would have had only one overnight flight (vs two via Hong Kong) and had them seated together. This new option had them scattered throughout the aircraft all the way to Chicago. What’s worse, the agent in Mumbai gave them what’s called a Flight Interruption Manifest (FIM) on paper. I haven’t seen one of those in a decade. You just don’t often see paper anymore. Here’s the first page (they emailed a photo from the counter in India) which got them to Chicago. (Second page sent them to Toronto from there.)

United FIM

With that piece of paper, it meant that there wasn’t much we could do to get their ticket changed. It was no longer in the system, so all we could do was tell them options and hope someone would help. But in this case, there weren’t any that they could get confirmed.

They begrudgingly took the overnight flight to Hong Kong, still fuming about how they were treated. While they would have liked to demand compensation by this point, they didn’t have any legal right to it. After all, even if they were bumped involuntarily, they would arrive within an hour of the previous schedule. But wait, there’s more.

Soon after they landed in Hong Kong, our concierge pulled up their reservation and saw that they had been bumped once again. The United agents in Hong Kong decided that the flight to Chicago was too full, so they moved them to San Francisco instead, gave them a long layover, and had them arrive in Toronto via Air Canada late into the night with unhappy little children.

When they arrived in Hong Kong and spoke with someone once the United counter opened, they asked to be put on the Air Canada nonstop to Toronto. That flight had plenty of seats, but they were told no. Exhausted and hungry, as a last resort, they asked for an overnight in San Francisco because they had family there. This would allow them to rest and regroup before flying back. The agent in Hong Kong let them do that.

The cherry on top was that United never reissued the FIM so our clients had nothing to give Air Canada for the flight home to Toronto. Fortunately, the Air Canada agent in San Francisco called her counterparts at United and got them squared away without pushing the burden back on to our clients.

The rest of the trip was uneventful other than the usual issues of special meals not being honored, seat assignment problems, etc. But the way we viewed it was that the second bump in Hong Kong, while they were already enroute, was the key. Their arrival was delayed more than 5 hours which, per Department of Transportation rules, meant they were required to pay our clients 400% of the one way fare up to a $1,300 maximum per ticket. The one way base fare was more than $325, so that meant United owed our clients the maximum $1,300 for each person… or so we thought.

We submitted this along with documentation. More than three weeks later, a response came in from United and while a $500 voucher per person was offered for future travel, that was far short of what we thought was really owed. Even worse, the response from the airline was full of outright lies. It was an attempt to blame everyone but United.

We understand you said your travel agent rescheduled your flights on UA 1759; however, the space was not confirmed in our system; therefore, the ticket exchange was not process properly by your travel agency. The rescheduling must be done by the operating airline as we have the true availability, but this was not how your tickets were exchanged and processed.

Oh really? So having a ticket that showed flight 1759 in addition to a reservation with confirmed seat assignments doesn’t count? Getting an email from someone at United along with a confirmation from United.com isn’t enough? Thanks for trying to blame the travel agent, but this was done by your Executive Accounts Desk and it was done correctly. I’m not sure what documentation could even exist above and beyond what had been presented.

We understand you were originally rescheduled from Hong Kong to Chicago; however, our system is noted that we changed your flight to connect through San Francisco per your request as you have family in San Francisco.

Absolute lie! The change to San Francisco was made before they even saw anyone in Hong Kong, and it was done without their permission. When I called the Executive Accounts Desk to sort this out, they said it had been done by the airport in Hong Kong. The agent my clients dealt with refused any option except at the very end permitted them to spend the night in San Francisco instead of going straight home. That was only requested because United was going to get them in so late, not because they really wanted to stay there.

I went back to United and got this escalated further. Finally, my clients received a call from someone in Customer Relations offering them a $650 voucher. This was when United pointed out that DOT rules only apply to departures FROM the US. So even if United was willing to admit this was an involuntary denied boarding, since it occurred outside the US, they didn’t have to pay a dime. The DOT says that some airlines choose to comply with these rules systemwide. Clearly United is not one of those airlines.

My clients weren’t happy with this and called them back asking for more. At this point, United stopped returning calls. Even after calling back and deciding to simply give up and accept the $650 vouchers, United wouldn’t call them back. It took months, but finally, just last week, my clients finally got the person on the phone. She offered them the $650 voucher again, and told them that it would be valid on “some codeshares.” Since my clients live in Toronto and fly Air Canada more often than not, this was important. Of course, it wasn’t true.

The vouchers did come through, but as many of you probably know, they are only good on United and United Express. They’ll find a way to use them, if simply out of spite and nothing else.

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82 Comments on "This, United, is Why People Hate Airlines (Tales From the Field)"

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XJT DX
Guest

Disgusting how much UA/CO customer service has sunk. When any company becomes as large as the megacarriers now are, their service will only be as good as what they empower frontline employees to do. As for the defensive, pass-the-buck reaction, the effort to change culture has to come from the top down.

Good news is since UA is alienating all the rational customers, there will be more room for nonrevs ;)

noahkimmel
Member
This is where DOT enforcement should be placed. Not on dealing with taxes, but ensuring that airlines don’t abuse customers with legitimate complaints. Obviously things happen, but this seems like a terrible response. Sadly, we are hearing more and more of these stories, and before anyone jumps at UA, it is happening across the board. Just like the AA guy who lost miles being accused of booking fake tickets when he was just checking a seatmap without ever clicking hold or confirm. Then AA didnt respond to him after a bit of back and forth. We need a new way… Read more »
LT_DT
Guest
United customer service, especially after the fact, IS abysmal. I’ve had a couple of complaints get “escalated” and then never heard anything back. I’m somewhat taken aback at the poor quality of the written replies from United. I realize that the customer support is coming from overseas, but it still reflects poorly on the airline. But then again, their domestic verbiage isn’t much better. Their check-in kiosks have “dependents” spelled incorrectly in the military luggage fee waiver section, with an “a” where the third “e” should be. I realize it’s nitpicky, but it drives me absolutely nuts to see that… Read more »
XJT DX
Guest

With regards to the sign, though “Dependent” may be used to mean a person (child, spouse) in American English, “Dependant” is also correct and most commonly used worldwide.

MP
Guest
To spite United, you should have rerouted them, if possible, via Frankfurt, pain in the rear yes, but the EU actually would take action against United, as EU regulations apply to all flights departing Europe regardless of “origin”, even if a flight is a continuation, EU rules on delays etc would apply and require cash compensation in Euros…and United does want to be able to access the european market…and Europe is pretty unified on consumer protection in the area of aviation…. This is to say that United would not try to get out of it, they would, but as a… Read more »
MilesAbound
Guest

Sad to see this… I am hearing continuous tales of woe at United. This is an airline in serious trouble. If Smisek does not turn things around, particularly on the financials, he is going to be out. That is probably what they need. With employee morale so low, they all seem to hate each other and all the customers, I see no way they will improve performance. Time for a new coach

Carl
Member

While United remains profitable (most quarters), it is clearly turning in a subpar performance compared to is competitors quarter after quarter. Lower yield. Lower profitability. Higher costs. Lower completion rates and on-time rates. Lower customer satisfaction.

The excuses from management have gotten tiresome.

Where is the board in all of this?

At some point they need to hold management accountable and start to make changes since management hasn’t delivered.

David SF eastbay
Member

Six people isn’t easy to reassign when something goes wrong so problems are bound to happen. But if the travel is really not at fault for anything, it’s shameful for the airlines(s) to act like nothing was their fault.

Chris C
Member
CF, I would not be surprised that the cancellations was an example of George Orwell’s dictum that “some animals are more equal than others”. Your crew and your customers did nothing wrong. One or more individuals who were perceived to be of more value to UA or their Mumbai staff and wanted on Flight 1759. So the reservations disappeared and the more important animal was rewarded. Sadly, this favoritism is a basic part of airline travel and deemed essential by the companies to protect their bottom line. As insulting as the cancellation was to your customers, it pales in comparison… Read more »
malbarda
Member
So very true re. customer service. I just experienced the complete opposite with BA. My 13 year old son was scheduled to fly BA Business from LBA via LHR to EWR on July 5 as an unaccompanied minor. He goes to school in Harrogate in the UK. I made the reservation using my American miles back in April. Then we find out that the Tour de France this year starts in…. Harrogate, on July 5. Not only will it bring William and Kate to the town, it also means most of Yorkshire will either be closed (TdF coming through) or… Read more »
Nick Barnard
Member

Awesome story, the important detail here is BA (or does AA handle BA’s customer service in the US?) gave Ann ownership of your issue. Thats a nice win for Ann as well. Having worked in customer service I know I can’t win em all, but when you can, its a great feeling.

Seems like UA’s people are demoralized beyond belief, and they need some more wins.

HunnerWoof
Guest
I finally left UA this year after 20 very loyal years (started with CO pre merger), the majority of them Gold or higher. No amount of miles and perks are worth it to be treated so poorly, and over the last two years I had horrible experience after horrible experience. Even their twitter team is awful, and my last straw was when they replied to me publicly accusing me of not “accepting their help.” Their idea of help is to tweet me flight schedules, which are readily available online or in app. Jumped to Alaska and have been very pleased… Read more »
dingbats39
Member
Several years ago, I was ejected from an exit row seat because the flight attendant didn’t think I “paid enough attention” to the safety briefing. As a former 27-year TWA flight attendant, safely qualified on the 757, I thought I had it the seat/belt, oxygen mask pretty much figured out. Rather than delay the flight, I agreed to move. Ridiculous. Wrote United and months later got a call from a supervisor who said, “So what do you want me to do about it?” I responded that a simple apology for bad conduct would suffice but had never been offered. On… Read more »
Bobber
Guest

I’ve had the opposite experience with their customer services; when complaining to them, I’ve always had a personal response within 48hrs, and normally a small value ($200) travel voucher as compensation within a week. When I’ve sent commendations with regards to either flight crew or ground staff, these have always been acknowledged, with gratitude.

Consistency and communications – the twin banes of most organisations……

beck
Guest

you were probably goofing off, clown!

Ray
Guest

This reminds of the Monty Python Dead Parrot skit! http://youtu.be/4vuW6tQ0218

Jon
Member

I’d love to say I’m at all surprised by this, but this is just another in a long line of fantastic examples of how United treats their customers and employees. I avoid them like the plague.

bmv07039
Member

Typical UA. They don’t give a damn about anyone but themselves. Customer service is non-existent. The passenger pays their salary or did they forget. Unfortunately, we’re a captive audience at EWR. But, for how long!!!!!

dc.contarino
Member

When I worked @ UA, the station management would get involved in resolving these types of complaints, and they had a lot of leeway as it was linked to a budget line item for their cost center. Is this no longer how it’s done? Is it all done out of Mumbai or wherever their Indian call center is? I can tell by “Kindly” this and “Kindly” that, that it’s definitely India!

JoEllen
Guest
I too am a former employee and took a buyout/retirement package at the end of last year. The day CO (dba UA) Management took full reign was the beginning of this (never-ending) spiral down to the bottom. Yes, UAL had problems before the merger, but they were slowly turning in the right direction as far as customer service. At least we always had flexibility and good computer tools and training to fix many problems (some instantly). Once CO dba UA took over, they stripped us of a fast 21st century computer which allowed us to reticket, reprice, exchange, rebook and… Read more »
FormerUA
Guest

If the SHARES system debacle was the only strategic bungle they made, I might still be there, but after 30 years at UA I had finally had way too much and was lucky to land a good spot at SWA and I couldn’t be happier. Having had a position with a deep insight into the operation I can only say that I wish my former employees the best but it will take a lot of work post Smisek and his merry band of devoted followers to fix the numerous problems.

Skybus1
Guest

I too am a former sUA CS person who took the early out package, primarily due to the changes at UA…..I worked in the larges hub for UA, long a CO operation, and found the lack of communication from management, and the poor computer system forced down our throats, to be one of the main reasons for morale to sink so quickly….At this point, management culture needs to change,,,,CO dba UA is no longer a regional carrier,,,,it is a major international airline….

RAW
Guest

I think Smisek’s mantra of the “continuous improvement” in United’s operations documented so reliably every quarter by top brass must have sunk in at the lower levels. So if the continuous embarrassment that is United creates dissonance in that constructed reality, what are the lower levels likely to do? Blame Cranky. Blame the customer. Of course. Good Bye, United.

jaybru
Member

My late mother was always saying about things she didn’t like: “This is what happens when a place gets so big! Wouldn’t have happened if the old people were still running this!”

I’m not sure any airline the size of UA or its ilk can deliver real customer service anymore. I’d like to think it’s customers first, employees second, and shareholders third. But, with what a company like UA, I don’t think customers even make the top three.

Companies all over today love to call things “Customer Care,” or “Solutions,” but deliver neither.

JoEllen
Guest
LOL. When things were at their worst with the merger I used to say to my mother (now in her late 80’s) – you could never stomach the workplace today; you simply could not stand it. Her work place in the 1940-1970’s did it right. They cared, they worked with honesty, integrity and efficiency – without computers and cell phones, of course. Every decade had it’s problems but you would think with all the (technological) advancement today that it would make things easier. Why not ?…..it requires human feelings – common sense, empathy and a desire to own the problems… Read more »
David SF eastbay
Member
While I don’t go that far back in time, I agree that years ago people were trained how to do the job they were paid to do. Now a days a company will not train workers and make it so they only need to type info into a box that pops up in their computer. No thinking needed and if a problem comes up, workers don’t know what to do. I’m old school and was trained how to do my job and it drives me crazy that other workers in the company don’t know how to do the basic tasks… Read more »
SEAN
Guest

What you describe is quite common in many work places today. Withholding important training/ info is the name of the game as a lot of organizations don’t want there employees to think too much. You see thinking may cause someone to do something smart wich may violate something in their corporate policy.

Mark
Member

I DO apologize.

Jim Baround
Guest

Don’t know if I missed it here but did you file a complaint with the DOT?

Nanaord
Guest
Why they ever called this a merger is beyond me. It was a hostile take-over by CO of UA. Look at the crews that kept announcing they were “Continental Crews” that even got under the revenue passenger skins. Get over it! Almost all upper UA management has been replaced by CO honchos. So they have either been demoted or have retired. As a former employee I too, believe that there could be more of a merging environment, but from the top (Smizek) down, the antagonistic atmosphere prevails. It even seems incited by upper management. Everytime I see a picture of… Read more »
Nick Barnard
Member

I’m curious about this FIM thing, is it similar to a paper ticket, so the eTicket has been removed from the system?

Daniel
Guest

FIMs are basically paper tickets where the passenger is rerouted differently than what the ticket is. Basically if a passenger has paper tickets for EWR-SFO and now he needs to fly EWR-ORD-SFO, a FIM is written so you can have an additional segment on the paper ticket. I’ve only used them on diverted flights. They are a pain in the butt.

Wikipedia can probably explain better:
https://en.wikipedia.org/wiki/Flight_interruption_manifest

CP
Guest

Hey, at least the FIM has the new branding. That’s one of the more consistent acts of branding I’ve seen from United in several years. :)

flying more
Guest
To address the comments about UA not managing because they are now a “mega carrier”, stand alone United was larger at one time. As for customer service and the roll of the CSR, stike #1was getting rid of Apollo resv. system, strike #2 was pitting UA/CO employees against one another..no other “merger” in my memory ever had employees working “for different airlinlines” more than 3 years after the completion. Strike #3 is the condescending attitude of current BOD & Smisek, not only towards employees but customers and share holders alike…and this is the service industry? Leaving the original UA in… Read more »
Hey
Member

Cranky,

Seems to me, as letter from UA states, “rescheduling must be done by the operating airline” and not by your office, as the former has “true availability[.]” Perhaps, this explains your client’s removal from flight 1759; six seats were not available…

In other words, could it be that by the time your re-booking “hit” UA’s system, seat “availability” had changed? And if this be true, this, then, makes US’s rebooking policy appear reasonable.

Unlike other posters, I’m kinda with UA on this one!

MLS in SF
Guest

I can’t say that I am surprised. My last two trips to Europe on United have been plagued with mechanical problems resulting in long delays, extensive rerouting, and even one unscheduled landing that left me wondering about the reliability of their equipment. And they lost our luggage to top it off. I don’t trust them anymore.

Bobber
Guest

Heard this, too. I am a frequent (and loyal) UA customer, but I’ve heard that they are currently having terrible trouble with the 777 fleet. Multiple mechanical issues. Most of the crews that I’ve chatted with recently would prefer to be on raggedy old 767’s at the moment – at least they know they’re actually gonna get in the air (and, hence, get paid).

I have no idea what the issue(s) is/are……

MP
Guest
Ok, while the post-merger service product leaves a whole lot to be desired. This bashing/blaming on CO is BS… I have flown extensively on both airlines pre-merger, and CO was by far the superior product in the CS. If you had a problem, any problem during the course of your journey, they took care of you, in person, their crews were relatively friendly(relative terms as I have done primarily international travel, so the crews are more senior and tend to be a bit grouchier). United had good CS, it just was not to the level, mind you i had status… Read more »
FormerUA
Guest

There are no ex-UA executive VP’s remaining at the new UA, they are all ex-CO. So who do you blame for what is happening today?

Steve
Guest
For someone who holds yourself out as an expert I’m surprised how little you understand regarding a passenger’s rights under the airline’s Conditions of Carriage. Just because the DOT rule isn’t applicable doesn’t mean you can’t collect damages. If the airline breached it’s agreement with you, sue them in small claims court. It’s quick, easy and painless. Your client had a ticket for a flight. UA refused to honor it. That UA, or someone with access to UA’s computer, cancelled it doesn’t absolve UA of the liability. And that isn’t the only breach either. What you should take away from… Read more »
FT_Roy
Guest

Small claims court, quick, easy, and painless? I’m not sure that’s an accurate characterization. Even if you do prevail, enforcing the judgment in many states can require additional money and time to follow-up. Given the total song and dance United has already given CF and his clients on this one, I don’t think it’s out of the realm of possibility that United just tries to ignore it away, seems to be their m.o. these days.

Steve
Guest
I’ve sued UA, won and they paid the judgement ($7,500) in cash immediately. The reason they pay is if they don’t you can attach their assets and UA isn’t going to want to risk a sheriff showing up at the airport slapping a notice on one of their airplanes so it can’t fly. UA does show up and when they lose, they pay. So few people sue that this is the cheapest course of action for them. Of course there reason so few people sue is because they don’t know how to enforce their contractual rights, or like you believe… Read more »
rose
Member

Years ago, my husband and I had the worse ever experience, before or since, flying United to and from Minneapolis MN to Washington DC. both flights were the flights from hell and it would take as long as this article to write. Needless to say, no compensation, no apology and I have refused to fly United since and advise any and all to avoid them.

Since we ended up in an unplanned stopover that extended into the next day, I now hate O’Hara because of the way we were treated there.

Steve
Guest

There is a difference between a bad flight and breaching the COCs. You can’t win a lawsuit against an airline just for bad service, nor should you be able to. The recourse in that case is to take your business elsewhere.

But this case is something different altogether. As described UA refused to honor a valid ticket/reservation the passenger was holding. That is a clear breach of contract and as such the passenger has every right to seek damages from a court.

Steve
Guest
You have my email address. Drop me a line and we can talk if you like. I believe there are at least one and more likely multiple breaches. What you say about the COCs is not correct. Getting you from A to B is the minimum, not the maximum an airline has to do. Furthermore the COCs are not the whole picture. But to the case at hand. UA admitted they had no record of the reservation. That is the reason they refused to transport the passengers. Full stop. You don’t need to look any further than this. They admitted… Read more »
cahilldot
Member

united as a whole even in us travel is a nightmare … i tried not to use them but they have a few monopolies .. at certain airports i’m afraid …try going from den to ase to den a 22 minute trip each wasy except when there are events in aspen then it is over$1400 vs $400 should be illegal…government where are u when we need you?>?????

TC
Guest

Just a result of supply and demand, which is how Capitalism works. This couldn’t happen under regulation, but the regular flight prices would be much higher if we were still under regulation. So, in the long run we are better off now than in the past.

hoorae1
Member
I started my career with UA IN 1967. It was considered a glamorous career and a wonderful opportunity. Over the years there were many changes and challenges. the PanAm merger being one of them, but I have to say this CO merger is pathetic. The FA’s do their best, but the fact that this merger is not yet complete is out of line. It makes you wonder what the CEO is up to. Hawaii flights were the premier flying in the 70’s, 80’s and 90’s. The full 747 multiple times each day proved that we gave good service. Today, CO… Read more »
Steve
Guest
CF you are welcome to keep telling me I’m wrong but I’m the guy who has sued, and won, against United for exactly what you are saying I can’t sue and win for. Proceed as you see fit but you are giving your clients incorrect advice. Since those clients trust that you know what you are talking about you do them a disservice when you hold yourself out as an expert but are just plain wrong when it comes to the matter of airline liability. You would be far better off to simply say you don’t know and leave it… Read more »
Nick Barnard
Member

Steve, I’ve been following this with interest.. Since you’ve said you’ve won, and lawsuits are public, why not provide a link or at the very least a case number?

Steve
Guest
I took UA to small claims court. As far as I know while they audio record the proceedings they don’t bother to make a transcript. I might have a copy of the courts order someplace but I can’t remember because once I’d won and received the check from United that was good enough for me. If I can find the case number I’m happy to provide it but I’d think it’s the order showing I won that you want to see if what you’d like to know is whether I’m telling the truth or not. But that isn’t going to… Read more »
ptahcha
Guest
Oh my goodness – a red carbon with the new UA logo? I was in an IRROP with Air China back in 2010, and they have moved onto carbonless paper in size A4. It was bizarre, handing this giant sheet of paper with the UA BP, with glares from non-rev travelers since I took the last seat. Back on topic: UA customer service can be summarized as “We don’t care – we don’t have to.” I’m currently dealing with them on an EU 261 claim on for a double cancellation/48 hour delay on Christmas Eve/Day. The last correspondence basically told… Read more »
cslusarc
Guest

Why are the FIMs hand-written? Don’t they have dot matrix printers to print these anymore?

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[…] This, United, is Why People Hate Airlines (Tales From the Field) […]

Steve
Guest
CF, So I had a reservations for 4 passengers PDX to SYD via SFO in F. UA reroutes us via LAX. I sue and win an award of $7,500 (the maximum allowed under our state for small claims court). According to you this is impossible. Yet it happened. Doesn’t that something happened that you say can’t happen cause you to question the validity of what you are saying? Really, I’m a bit astounded. I understand that you have your beliefs, but doesn’t the fact that someone, in fact many people if you check case law, have done what you say… Read more »
Steve
Guest

That one sentence about passengers was supposed to say “weren’t” not “were.” Sorry.

Steve
Guest
Enough. I’ve got no need to educate you if you aren’t interested. You have my email address. If you’d like to find out why your advice is simply wrong, drop a line. If not, that’s fine. If you reject out of hand what people tell you because you don’t like their tone, you are going to miss a lot in life. Your position was what I was saying was impossible. I proved that wrong and yet you continued to insist that you were right rather than trying to learn something. As to the particulars of my case, as I stated… Read more »
Carl
Member

Children, please stop it on this public forum.

You both have each other’s email addresses. if you want to continue in private, either of you can do so.

This exchange reminds me of two big egos in Hollywood who need to have a phone call but neither wants to be the first one on the phone line. Their secretaries have a connection, but neither ego wants to get on the line first to wait for the other. There are people in Hollywood like that. We aren’t in Hollywood.

Nick Barnard
Member

Steve, as I’ve said I’ve been following this with interest. At the very least there will be a record of the decision if not the transcript. I’d be interested in learning why you think CF’s advise is wrong.

That being said, I don’t have your email address. You can get mine at http://inmff.net/mailme.html (This has a link to Recapatcha which’ll provide my email address to you, its a spam thing, not a personal thing.)

I look forward to your email.

Steve
Guest

Nick, I sent you and email.

John
Guest
United is probably the worst airline ever. Sorry about all the problems they created. I would take Jet Airways to go from Mumbai to Toronto, with a change in Brussels. I myself have had so many problems with them, that I just stopped flying with them and advise everyone around me not to book on United. Mix that with Chicago, and you will have the worst time of your life. As I did, when I was flying from CVG to ORD to LHR and back. Bad aircrafts, very bad unhappy cabin crew, bad food and the worst entertainment system ever.… Read more »
Steve
Guest
After 23 years, I loathe United!!! So far in 2014, I have clocked 63,282 YTD Premier qualifying miles, and 27 YTD Premier qualifying segments. I am obviously a frequent flier, however, I still have no qualifying status for 2015. Something is amiss. What? “Oh, sorry, Sir, you don’t have enough YTD Premier qualifying dollars.” WTF?? Right… apparently a new rule in 2014 is you have to purchase X amount of dollars on united tickets through the United website. The trouble is, I work for a non-profit and spend the majority of my time on non-United routes with partners airlines. When… Read more »
Carl
Member
You are right to dislike this change to elite qualifying. Just as bad is the loss in earning redeemable miles that will occur when they start to award miles based on dollars paid, but at a much lower rate for most discounted tickets. In an interesting twist, I think they will continue to award based on mileage flown for partner tickets because they don’t get the fare information. However directing your ire at UA is somewhat misplaced. This change was actually launched by DL, as is the change in earnings. UA merely followed DL some months later. So far AA… Read more »
Wilson Cat
Guest
My issues with UAL are all with their Customer (Non)Service. I made a reservation for two of us to fly round trip SEA-EWR, in 1st/Business Class, this coming May. The fare was $1002. Within less than 24 hours of making that reservation, however, something came up which required me to move the date forward exactly two weeks. On the UAL website I saw that the FC fare on the later dates was $792, but knew I had little or no chance of getting them to ticket me at the lower fare. Anyway I called CS and got connected with someone… Read more »
Proflizzie
Member
I stopped flying five years ago. It is a shame, for me,because I am approaching retirement this year, and my husband and I have the means to fly; but I have had horror story after horror story happen to me when flying, and I just cannot bring myself to get on a plane any more. I am 65. I remember what it was like when flying was a wonderful convenience and pleasure.It is not a pleasure or convenience any more, but setting yourself up on your own penny for a possible horrendous ordeal. I used to fly to see my… Read more »
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