United Airlines Customer Service Issues

[bsheets326 Member Find all posts View Profile Close bsheets326]

We recently had a very bad experience with United Airlines, and I was unable to get any help from their customer service team. I thought it might have just been an isolated incident, and then I ran across this article in USA Today:

United Passengers Air Their Bitter Grievances

United passengers air their bitter grievances - USATODAY.com

It really burns me up that we, as taxpayers, were just burdened with billions of dollars to bail out United's unfunded pension liability, and then we have to settle for this kind of service. Has anyone else had to deal with this?

Just for the record, I fly more than 200,000 miles a year for business, so I am accustomed to the airlines' usual service issues. United just seems to be at the bottom rung when it comes to taking care of their customers.

Brent

[bigfrank Administrator Find all posts View Profile Close bigfrank]

Post your complaints on Flyertallk. All the airlines look at that website.

[Carolinian Super Moderator Find all posts View Profile Close Carolinian]

There is also Untied Airlines - Problems with United Airlines

That's ''untied'' instead of ''united''

[bsheets326 Member Find all posts View Profile Close bsheets326]

Thanks Frank. I'll post them there. I'm not sure how much good it will do, since I don't seem to be getting any information from United.

[bsheets326 Member Find all posts View Profile Close bsheets326]

Carolinian,
That site really makes me believe that my issues were more the rule than the exception. I know that I won't ever fly United again.

[katiemack Super Moderator Find all posts View Profile Close katiemack]

I read that article too, and it is truly a shame that we are in an age where air travel is so bad. I hope you get some satisfaction.

[Pat H Senior Member Find all posts View Profile Close Pat H]

Since you didn't post any details of your problems, I can't give you any advice. With all the miles you fly, I'm assuming you are a 1K with UA?? I have found UA to be very responsive to any issues I've had whereas US really stinks. Did you contact Customer Relations?

I had a recent issue with UA that was actually caused by weather. However as a 1K, UA is supposed to automatically book me on the next available flight. That didn't happen so I called and asked if I misunderstood the policy. The rep took all my info and said she was going to forward it to the area that handles the rebookings since their system didn't work. She then gave me a $100 voucher to use on a future flight.

If you want to tell your story here, there are some people who might be able to tell you who to contact to get your issue resolved.

[camachinist Super Moderator Find all posts View Profile Close camachinist]

Pat, the OP doesn't normally fly UA or they wouldn't have to learn about its service issues in USAToday.

My question is, since most FF's know about UA's issues, why would they fly blind like that? It's kinda like I route to avoid Messy (Mesa, a UX carrier), even if it means hosing my timings. Or, try to avoid DC9's on NW. Or, AA at JFK. Or, or... Even though I fly UA the most, I talk to other FF's at airports and hear all kinds of stories. I'm just questioning the lack of knowledge by a FF, not UA's shortcomings. Those I know only too well

Pat

[Pat H Senior Member Find all posts View Profile Close Pat H]

Pat, the OP doesn't normally fly UA or they wouldn't have to learn about its service issues in USAToday.

My question is, since most FF's know about UA's issues, why would they fly blind like that? It's kinda like I route to avoid Messy (Mesa, a UX carrier), even if it means hosing my timings. Or, try to avoid DC9's on NW. Or, AA at JFK. Or, or... Even though I fly UA the most, I talk to other FF's at airports and hear all kinds of stories. I'm just questioning the lack of knowledge by a FF, not UA's shortcomings. Those I know only too well

Pat

There are horror stories from every airline, right, Pat? I see many posts on FT that say "I will never fly XXX airline again!". It's the same with cell phone companies. It all depends on what happens to YOU.

[camachinist Super Moderator Find all posts View Profile Close camachinist]

Within the horror stories are contained kernals of good information, and, for someone flying over 200K per year, they should've seen it all and would be surprised or horrified by nothing. I don't fly anywhere near that much and am rarely irritated by customary CS/irrops/wx, etc. issues. Flying a lot teaches one to be prepared for the unexpected, as well as to expect wide variability in all areas of interface.

Interestingly, the more I fly, the less stressed I am about the experience and the more carefully I pick my complaints and battles. Revenge is a dish best served cold

Pat

[TimeshareVon Senior Member Find all posts View Profile Close TimeshareVon]

My question is, since most FF's know about UA's issues, why would they fly blind like that? It's kinda like I route to avoid Messy (Mesa, a UX carrier), even if it means hosing my timings. Or, try to avoid DC9's on NW.

Mmmm I do a lot of flying annually with NWA and don't know what the issue is with their DC9's . . . please enlighten me

[bsheets326 Member Find all posts View Profile Close bsheets326]

Pat,
I am a million miler on Delta and American, but I rarely fly United. In this situation, it was my teenage daughter that was stuck for a couple of days while en route to Europe. We didn't get to choose the airline, since it was part of a class trip. I have personally experienced many poorly handled situations with the airlines, and I generally accept them as part of the road warrior's lifestyle.
I did attempt to deal with customer relations, and I recieved no satisfaction. They did offer the customary $100 travel voucher, but I don't plan on every flying UA again, so it's worthless. I realize that everyone has horror stories with different airlines, and I've had a few discussions over the years with Delta, but the UA situation was absolutey the worst. I think their Department of Transportation customer service rating speaks volumes. They rank at the bottom of nearly every category.

[camachinist Super Moderator Find all posts View Profile Close camachinist]

Mmmm I do a lot of flying annually with NWA and don't know what the issue is with their DC9's . . . please enlighten me

Noisy, high wing loading, mx issues, you name it. I only fly mistake fares on NW, but load them up with short hops, hence the DC9's. I just wear earplugs and try to sit as far forward as possible. NW has always provided me with reasonably reliable service as a non-elite there, and, in fact, after my Oz trip next week (UA/NZ), I'm going to do a status match with SkyTeam (likely NW). One has to keep his options open

Pat

[camachinist Super Moderator Find all posts View Profile Close camachinist]

For the OP, your story sounds very familiar, and I empathize. Ultimately, if they don't improve, they'll liquidate and a bit of airline history will die with them.

I can say they do treat their elites pretty well, so I do what I can to get people important to me into the elite categories (nominations/MR's/promo's, etc) to make their overall travel experience better.

My main reason for staying with UA is their great FF program and they have comprehensive coverage of our local airports, flying to everywhere I like to go, both here and abroad, plus the advantages of flying at the front end.

Having flown QF and DJ a fair amount this year in Oz, I can tell ya, if Virgin America starts up out of our local, I'd be on it in a heartbeat. I can't say enough good things about DJ...

Pat