United Customer Service - I'm Impressed

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

I was scheduled on a UA flight tonight from Dulles (IAD) to Dayton (DAY) at 5:00 PM. Plane had a mechanical issue and we left 1/2 hour late. About a 1/2 hour into the flight, the pilot announced that there was a mechanical issue with a door sensor (don't know if this was the same problem) and we needed to return to IAD. We had to deplane and wait for the problem to be fixed. Got into DAY 3 hours late at 9:30. Just checked my email and there was one from UA apologizing for the inconvenience and offering compensation. My choices were $200 voucher, 9000 miles or 20% off a future flight. I chose the voucher.

I'm so impressed that UA was proactive in such a short amount of time.

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

Impressive, and a good way to build customer loyalty.

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Glad to hear they compensated you for the inconvenience. How refreshing!

[lawren2 Malibu Beach Barbie & A Super Moderator Find all posts View Profile Close lawren2]

and you never even had to call? Very impressive. Very easy to use UA on-line vouchers.

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

That's amazing, and wonderful. They deserve to have people honking their horn.

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

United got badly burned by the musician who had his guitar busted by them and then posted a song on youtube that went viral. Glad to hear they have made changes to their customer service approach.

[falmouth3 Senior Member Find all posts View Profile Close falmouth3]

A few years back, DH and I were taking a United flight back to Boston through Wash. DC. We got stuck on the tarmac for a long time, then back in the terminal for another long wait. As we were deplaning back into the terminal, they handed out food vouchers and $100 (I think) vouchers for a future flight. Although we were many hours late in getting home, we were impressed with those gestures. We used those vouchers on our next vacation.

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

I forgot to mention that I was on an award ticket that I got when UA was discounting the miles needed by 30%. The ticket only cost me 17,500 miles to begin with.

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

Pat,

That's awesome. We had major tardiness on both a Delta and an American flight this summer in route to Hawaii. The best we got was miles in our accounts-no mention of a voucher which I would have jumped on. Lucky you!

I like that they didn't consider the fact that you flew on miles and just jam your account with miles but offered you a choice. Good job United.

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

I think the big reason for the compensation was that we were in the air for about a 1/2 hour before we turned around and went back to IAD. That was the reason mentioned in the email.