Okay, so it's late, which may be adding to my slightly agitated state with United Airlines. I need to vent and so I post...
Mason and I flew United Airlines from Minneapolis to Philadelphia, with a layover in Chicago, last Tuesday. Our flight experience was ridiculous. United proved to be the most unfriendly, non-family oriented airlines I've had the displeasure of dealing with. Mind you I've been on five flights with Mason over the course of the past two years and have had NO issues up until now.
I urge EVERYONE to avoid United if at all possible. Here's a small recap of my wonderful journey out east:
Call night before flight to confirm seats. Too late, United can't confirm we will sit together, but she'll put in a request. Arrive at airport, we are together on both legs of the trip - boarding tickets issues. Phew! Plan lanes early in Chicago..whoo hoo, a few extra minutes to get to my connection. Oh wait, they forgot to mention that while I was in the air for 45 minutes, the connecting flight was canceled! I found out when I checked the time on the display boards. Thanks for the heads up. No worries, it's 9:15AM and I'm booked on the next available flight at 5:50PM! Oh, and we don't' have seats in the same isle available for you and Mason...so he's a few rows ahead of you in the middle of a few strangers. He's two, he'll manage, right!?!
Tried to get on standby for the 1:45PM flight (along with 42 others). No such luck. We checked out the huge dinosaur in the lobby for a few hours, played in the kids area for a few hours, took a two hour nap, strolled the moving walkways, watched others board their planes...still had some time to kill...and finally boarded our flight. A lady we met a few minutes before boarding was kind enough to move so Mason and I could sit together. Good thing Mason is so cute :)
There were flights earlier in the day available, but I was told since I checked baggage in at Minneapolis, I had a limited number of flights I was eligible for. Hmmm...okay. Somehow my baggage arrived faster than I did, because it was sitting off in a separate baggage area by the time Mason and I got to the Philly terminal.
Hey, hopefully the flight home will be better, right? It wasn't, thankfully we were seated together, but our flight was 3 hours delayed. I actually had to call their 800 number from the airport to get on a different flight because the Chicago gate agents were too busy to help out.
I wrote to United when I returned to kindly (I'm serious, I was nice) explain that I thought the least they could have done was provide some sort of food voucher for the 8 1/2 hours I had to wait with Mason. I also mentioned their gate agents were unfriendly and they were not very family oriented. Seriously, I barely backed enough diapers and toys to get through that long of a wait, especially when it was supposed to be a 40 minute layover.
Here was their wonderful response...I feel much better that they provided both Mason and myself with a $25 flight voucher so we can fly with them again. Now my flight will only cost $375 instead of $400. Perhaps if I slip the gate agent an extra $20 she'll let Mason and I sit next to each other....
Dear Mrs. Hughes,
I regret the inconvenience you and your son experienced when your flight was cancelled on June 29. I understand that you encountered the following:
1. Cancelled flight.
2. Seat assignment.
3. Poor Customer Service received from our representatives.
4. You were not served well.
5. Handling of your baggage.
6. You did not receive vouchers for food or drinks.
Mrs. Hughes, I would like to assure you that your satisfaction matters to us and we would not like our customers to be inconvenienced in anyway. We certainly don't want you to be inconvenienced by flight delays or cancellations. You also report that you did not receive vouchers for food or drinks. Your feedback is appreciated and I would like to assure you that I would register your comments with our management team for Flight Operations management for their internal review and consideration. We continue to improve service and performance because valued customers such as you keep us posted.
Additionally, we're concerned when our customers tell us that we could have demonstrated more attention to their individual needs. We regret the disappointment you've expressed and appreciate your taking time to comment on your experience. We realize you select an airline based on its quality of service. Your report of unsatisfactory behavior has been given to the responsible management for Customer Services at the Chicago Airport for their information and internal review. This will determine all necessary action to be taken in compliance with company policy. Our intention is to only employ a workforce who has the best attitude and aptitude to provide excellent customer service.
Although we cannot make amends the inconvenience you and your son experienced, as a gesture of goodwill, please accept the attached travel certificates worth $25 each for both of you, which can be redeemed on united.com. Before redeeming, review the attached terms and conditions.
Please give us an opportunity to provide you the service you expect from United Airlines.
Regards,
United Airlines Customer Relations
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