P.O Box 66100 Chicago, IL 60666
(800)864-8331
Reviews For United Airlines Corporate Office
Joey  | 5/24/12 |
| I CHANGED MY FLIGHT FOR A MEDICAL REASON AFTER SPEAKING WITH A REPRESENTATIVE I WAS INFORMED I WOULD RECEIVE A FULL REFUND OF $275 USD WHICH IS THE FEE I PAID TO CHANGE MY TICKET WHEN I WERE TO RETURN STATESIDE AND PROVIDE THE MEDICAL NOTE, ONCE I RETURNED I SPOKE TO MANY REPRESENTATIVE ONLY TO GET VERY DIFFERENT ANSWERS FROM EACH OF THEM ON HOW TO GO ABOUT TO RECEIVE MY REFUND, I WAS TOLD BY NOT ONE BUT 3 REPRESENTATIVES TO EMAIL MY REQUEST TO REFUNDS@UNITED.COM ONLY TO DO SO AND RECEIVE A INSTANT REPLY THAT WE DON'T EXCEPT INCOMING MESSAGES TO THIS EMAIL, WHILE OTHERS HAVE GIVEN ME OTHER INFORMATION I WAS TOLD BY ANOTHER REPRESENTATIVE THAT HE WILL SUBMIT A REQUEST SUCH AS THIS ONE I ASSUME ON MY BEHALF ONLY TO FOLLOW UP AND FIND OUT ONCE I CALLED AGAIN TO ANOTHER REPRESENTATIVE THAT IT WAS NEVER WAS SUBMITTED. I HAVE SPENT COUNTLESS OF HOURS ON THE PHONE NOW AND PROBABLY SPOKE TO EVERY REPRESENTATIVE SHY OF THE PILOTS ABOUT THIS AND BEEN GETTING THE RUN AROUND I REALLY HAVE NEVER EXPERIENCED SUCH A LACK OF CUSTOMER SUPPORT BY ANY COMPANY AS I HAVE WITH UNITED I FIND IT SURPRISING AND DISGUSTING THAT A MAJOR AIRLINE WOULD ACT IN SUCH A MANNER I HAVE COUNTLESS OF OTHER STORIES I CAN WRITE OF THINGS I WAS TOLD BY REPRESENTATIVES THERE SEEMS TO LACK CORRELATION BETWEEN REPRESENTATIVES WHICH IS EXTREMELY FRUSTRATING FOR ME AS THE CUSTOMER. | |
| Ray N. Mann | 5/21/12 |
| It strains credulity to imagine that even the most sinister mind could conjure up a more pathological and reprobate business model than that which has become United Airlines. Like so many others, I tried to "link" my old Continental and new United FF numbers and thus began a descent into a fetid, murky world where 60 min.+ wait times and no email response have turned the new Untied Airlines into a business school case model for how to execute everything in the absolute worst way. It may have seemed liked a great idea on paper (even if they really had no other choice) but the merger has essentially taken what was once a very fine airline (Continental) and made a complete hash of it. But don't take my word for it: take a walk around any local airport where Untied does business and just look at their people; despondent, defeated and, perhaps most ominously for United, desultory. I had been flying Continetal since the days of Piedmont and it is a shame to see them turned into New Coke. | |
alexander dandrea  | 5/23/12 |
| on return trip from chicago to harlingen texas,after paying 25.00 for one bag,while waiting for our flight to arrive the airline anounced that do to the full flight they would check bags that were to be carried on for free,i guess i was taken in by united,thanks | |
| D Loreth | 5/23/12 |
| Why does a small (in cabin) pet need a vet's health certification? I have flown many dozens of times and I have never been asked to produce such a document -- they are expensive and valid for only 30 days, which adds up per year. Also $125 (per each direction) for an under the seat small pet?????? Your and not a bank and becoming "Too big to fail". | |
| Craig | 5/23/12 |
| I was going to write my horror story about Houston to the Bahamas, but after reading all the other postings, it appears to be just another day for United. I used to be a huge Continental Airlines, but the merger with United has brought all the poor service and bad attitude issues into the merger and lost all of the great services Continental provided. Like others, I'll fly anybody else next time. | |
| Maria | 5/23/12 |
| Booked my reservations back in March 2012 for family vacation of 5 people from Newark to miami in which once in miami will be taking shuttle bus to miami port on May 28, 2012. Decided to check reservations on 5/22/2012 to found out my flight to miami was changed to a later time. Called customer service in which they wanted to change me to a connecting flight which I explained to them can't do traveling with small child and a diabetic. So they cancelled my flight without giving me the opportunity to request to fly in the day or 2 before. I had to do last minute rebooking with AA. I always travel continental but now they merged with United. Never again will I ever fly with United. They never bother to send me an email stating the change. My point to them was "what is the point of requesting an email address and phone number when making air reservations when United doesn't even bother to contact the passangers affected by there time change". A heads up and some consideraton for their customers would've been appreciated. | |
| Russ Hinely | 5/24/12 |
| I have flown United for many year and have 850,000 miles with them. Their service deteriorated beyond belief and to get someone to return a call or email is non-existent. In fact I have tried for 2 years and sent over 35 emails including to their corporate. Try a phone call to customer service that is a joke. You wait 20 - 30 minutes on average and when you ask to escalate the call they refuse to give you name or numbers and say it is them or no one. Actually no one would be better. Maybe someday I will get a call I am trying again today by the way that email is rdhinely@msn.com | |
| Mary P | 5/24/12 |
| On May 14,2012 I checked in early for my 2:30pm nonstop flight from Chicago (O'Hare)to Roanoke, VA. The flight was delayed until 4:30pm. When I finally arrived in Roanoke at 7:00pm, I found that my one piece of luggage went to Boston. The United rep put in the claim. By the time my baggage arrived in Roanoke the next morning, I had already left for my home in New Jersey. The contractor, (not United itself) used to deliver lost luggage was very good, and my bag was delivered to me by that evening. All that was good service, and the only reason I gave 2 stars instead of one. I then went online to file the claim for the $25 I had paid for the checked bag. I got an automated response saying my claim had been received. Then, I got an email saying more info was needed for my claim. However, the name and claim number given on the email weren't mine. A telephone number given on the email is for the reservation department. The rep said that no refund claims are handled over the phone. I finally found an address for baggage refunds. I am now in the process of writing a letter and attaching all paperwork. I am also going to send a copy of everything to the CEO, Jeff Smisek. All this will probably end up costing me more than $25 worth of my time, but at least I will feel a little better. | |
| April Redmond | 5/10/12 |
| My family and I flew United from Newark to Puerto Vallarta Mexico 4/48-5/7/12 on flight 1524-1525. It was the worst trip ever! Leaving Newark New Jersey, we started out late from the gate, had no offering of music or movies (which are now $7.99 by credit card purchase only) and had 3 attendants who's only concern was first class. They huddled in the back of the plan most of the trip talking to each other. The trip was over 6 hours long. On the way back we were offered the music/movie purchase, but told there is no food on the plane so they hope we ate before boarding! We did get a small cup of water 1 hour before arriving back in Newark-late again. What a joke for over $700 per ride per person. It is a flying "public bus" if that! The seats my family got were broken so they did not recline and can you tell me when did the airlines stop offering pillows or blankets? Airlines complain about passenger decline and costs but there no longer is any service and for such a price, shouldn't people get something? The airlines terminal was packed with people so I personally do not see a decline. There were no empty seats on our plane either. The attendants again catered to only first class which is a small section of seats while the "economy class" sat unattended. I will restrict my travel in the future to the USA for a good long period of time where I can go by car, train or boat and avoid the air. It is just so not worth the time and money. | |
| joyce golinsky | 5/10/12 |
| We flew from Houston to Pittsburgh and paid extra for our seats. There was a gentlemen and his wife sitting in row 11 with some crying twins. The seats beside us were still empty so he asked the stewardess if they could sit there. Without hesitation she said ok. The one person that paid extra for the seat arrived late. He took the seat of the person who moved. My question is why did we have to pay extra and the stewardess did not even mention to the gentlemen that he was sitting in an extra charge seat. We fly once per year and i am sure we will no longer fly United. When we flew contenential they always told people that wanted to sit in those seats they couldn't because there was an extra charge. Why should we pay and someone else not have to.!!! | |
cindy taylor  | 5/12/12 |
| I just came back from the Kentucky Derby. I took a flight from Newark International to Louisville. I had received a call from United Airlines that Tuesday telling me my return flight had been changed from Louisville to Dulles Airport in Washington Dc. She emailed me my new tickets. She was very polite and nice. The flight to Louisville from Newark was on time. Everyone was polite including the flight attendant and the pilot. In fact I thanked the pilot for the nice landing. Coming home I had to take a flight from Louisville to Washington DC. That left on time. The United Airlines staff at Louisville was very polite. In washington DC there was a late change of gate but we managed. The friend I was travelling with has bad knees. She needed some help and they offered to help her. If you have any gripes with United Airlines you should type a letter and send it to their corporate office via regular mail instead of wasting time blogging on a website. Send a letter to the CEO of United Airlines and voice your complaints. | |
| Susie | 5/16/12 |
| I am a Premier Customer, so I was hoping I would receive excellent customer service. However, that was not the case with handling my situation. I had reservation to fly on May 3,2012 confirmation. I ran into an issue with my travel voucher, customer care service asked me to give them a week to locate the voucher" which I did". It was a night mare... I was put on hold each and every time I called, with no resolution. I put my trust and faith with United to help me with this issue so I wouldn’t miss my flight... if I would have known that your company would be giving me the run around, I would have taken another airline... then at the last minute customer service wants me to pay for the full fair. WOW!!! next poor customer service is when Zahra wants to give me a lecture on the travel vouchers, it was my responsibility to hold onto the vouchers. I didn’t call for a tongue lashing- I needed help. Things happen. I did apologize for misplacing the vouchers because the family moved. I have two weeks of notes on my account and no one could help me. every time I called all they could say is, someone will email me in 48 hours, right!- when will that happen? as of today, guess what? i'm still on HOLD!!!! I WILL NEVER FLY WITH YOU AGAIN!!! I will be transfering my miles to another airline. | |
| CV | 5/17/12 |
| Should be ZERO.. Don't purchase Economy Plus seating!!! They switch your flight to another aircraft that doesn't have Economy Plus seating! You lose all your money. Try calling the customer service department, it's a joke. On hold for more than an hour, I still can't get a real person. This is the worst airline, and I will avoid them at all cost. | |
| SHONEICE | 5/17/12 |
| AWFUL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! ALL I WANT IS MY $25 REFUND BACK THAT I WAS CHARGED. I CHECKED IN 2 BAGS AND WAS CHARGED FOR 3!!!!!! THE REP AT THE ATL AIRPORT THOUGHT SHE REFUNDED ME THE $25 BACK, ONLY TO FIND OUT LATER, SHE DID NOT. WHAT DID SHE "THINK" SHE WAS DOING. I EMAILED THE REFUND DEPT, IT TOOK THEM AN ENTIRE MONTH TO EMAIL BACK. TOLD ME TO SUBMIT MY BANK STATEMENT TO THEM. I HAVE BEEN TRYING TO DO THIS SINCE THEY SENT THE EMAIL, MAY 4TH. THE NUMBER HAS BEEN BUSY NON STOP!!!!!!!!!!!!!!!!! ARE YOU KIDDING ME!!!!!! ARE YOU GUYS CONCERNED ABOUT YOUR REPUTATION, AT ALL??????????? UNDERSTANDABLE YOU ARE A HUGE COMPANY AND YOU MAY THINK A FEW COMPLAINTS A DAY ARENT BAD, BUT WHEN ITS ALMOST ABOUT THE SAME THING....C'MON NOT HAPPY AT ALL!! THIS WAS MY FIRST, AND LAST!!!! P.S. DID YOU KNOW CUSTOMERS WOULD RATHER TALK TO A HUMAN!!! | |
| Julie | 5/18/12 |
| 1 gives this company too much credit.From the beginning of our flight on May 10th from SNA, at check in the woman who helped us with our bags printed up two of our baggage tickets, and then literally stopped what she was doing and walked away. We then stood there for 30 minutes without anyone helping us or acknowledging that we were in the same spot for a long period of time. Then, someone finally walked over and stated the computer broke. We arrived 1.5 hours ahead of our flight to ensure there was enough time for check in because we had senior citizens with some disabilities travelling with us. After our previous problem, check in took an hour. After this dilemma, we were spared almost no time at all to go through security and get to our gate. The flight was okay, but once arriving in Boston we realized all six of our bags did not arrive, including my mothers carry on bag with all of our toiletries, and my grandfathers medicine. After continual promises of our bags being delivered to us by 9:00 p.m., then 11:00 p.m. then 1:00 am, it finally arrived at 4:00 am the next morning. On the way back, we had many bags to check as we were bringing our daughter home from college. The woman who helped us check in was so flustered with our amount of luggage that again it took over an hour to get us checked in. Then we had a 3 hour layover in Chicago, and at 20 minutes to our flight we realized we were not being boarded. We asked your employees and they informed us our flight had been moved to an entirely different terminal, treating us like idiots and talking to us in a demeaning, condescending manner. The man said, " Well, did you look at the board like everyone else?" There was not a "board" anywhere in our area and they made no announcement to the change at all to any of us sitting in the gate on out ticket. We were not the only passengers befuddled. Your company's inconsideration and carelessness forced my grandfather who has a steel rod in his knee, a bad heart and very bad feet to, yet again, run through the airport to catch our flight. My son had to literally run ahead to hold the plane and they were extremely rude to him as well when he arrived and told them his grandfather was on his way. They said, " we are leaving in three minutes, sorry." We did make the flight and after throwing out many of my items, they had to check my carry on, again, with fragile items anyway. It was a beyond horrible experience overall, and a problem at literally every step along the "United" experience. When the United video came up and the president mentions how much care they take in the well beings of its customers, the entire plane laughed. This does not say a lot for your company. Aside from the actual attendants and pilots who were extremely helpful and embarrassed, the sour attitudes of the employees on the ground and total lack of efficiency, communication and regard to its customers is inconceivable. I would never recommend this ariline to anyone- what a joke. Complaints are being logged almost daily and nothing is being done. | |
| Rosalind Gamble | 5/20/12 |
| On May 5, 2012 I flew out of Indianapolis Airport to Washington DC (IAD)when I arrived @ the airport my connecting flight had departed the airport. Several people were stranded and schedule to cruise out of Miami destiny cruise line which departed @ 4pm on May 5th, Instead we were directed to quickly go to the customer service department where the customer service person was rude and totally not understanding or sympathetic to our needs and concerns. Finally, we were told to walk briskly to retrieve our luggage to put place into a cab to rush to Ronald Reagen airport to catch the 10:30 flight to Miami, unfortunately, everybody ticket was printed out right but mines my flight was for 12:30 to Fort Lauderdale. I had to pay for another luggage check, and nervously wait with anticipation that my family would be with the ship and still dock side. I missed my family gathering in Miami and I paid $73.00 for a cab to take me from Ft. Lauderdate to Miami for my cruise. I was suppose to arrive in Wash DC @ 7:26am with a 37min layover and to arrive in Miami @ 10:40am, I arrive @ the dock @ 3:55 by cab speeding to help make the rest of my vacation happy and enjoyable. I missed the family gathering and reunion in Miami and the boarding photos during the boarding with my family. I have heard nothing and I spent 73.00 plus 7.00 tip and 75.00 for three luggage checks two to United coming and going and 25.00 to United Airways. my Case # is 1344755 my telephone # is 317-363-6542. Please respond to this follow up complaint please. | |
| Damon Gil | 4/26/12 |
| If there was a "0" I would give you that. I purchased 8 tickets from you and had to cancel one when a boyfriend broke up with my daughter. When canceling the ticket, the ex gets a credit for the next ticket. Great customer service there United! There is a process for giving the credit to a different subject than who it was bought for (you guys are nice enough to do it when someone dies). What you should do is live up to your "we care 2" slogan, and work with purchasers with other "special circumstances". Thanks for showing your appreciation for the fact that we are purchasing (7) other round trip tickets from you by screwing me out of the credit for the cancellation. The fact is you really don't care. Truly caring is shown by actions, not by naming a website. By the way, someone from corporate needs to be more available to talk about policy issues like this. Hiding behind an e-mail conversation where emotion is not involved is about as friendly as your original policy. My biggest regret at this point is that I made such a large purchase with your airline. | |
| leerenn | 4/27/12 |
| Why would an airline book a trip with only 30 minutes connection, almost a give I will miss the connection, then United says that illegal (HOT) connections are not their responsibility, and any hotel costs, or change of flight costs are the responsibility of the traveler. RUDE to the max. Too bad, UNITED used to be a great airline and I know captains there who are great as well, too bad for them. Also, on a side note, I used to own a lot of UNITED stock, but then they declared bankrupcy and all my stock was declared of no value and I lost it. What happened to UNITED? I think they may be going the way of PAN AM. | |
| Warren | 4/27/12 |
| Congratulations United for sending me a email flight cancellation message on 4/21 two hours before scheduled departure from Newark to St Louis. I had presentation to do that afternoon in St Louis and your next available flight was not until the following day. Your call center in Monterey Mexico spoke English as a secondary language and placed me on hold for 15 minutes or more without resolution necessating many call backs. I learned afterwards in speaking with a supervisor that agents cannot call out to customers. Thats wonderful and a poor business decision! In closing, I also was told that it takes up to 6 weeks to receive a credit for this flight. Make note all! If I return merchandise to Best Buy they process a credit on the spot and on my account within few days. Why are they permitted to do so? | |
| Cherie Stephenson | 4/27/12 |
| DO NOT FLY UNITED!!!! They really are the worst airline. The following is a recap of just some of the horrendous circumstances that I endured with a recent united flight - After multiple delay notices I asked employee Wafa Zayid “What will happen if we get bumped again, at some point will we all be offered an alternative flight?” Wafa Zayid’s response was “I can’t predict the future.” I doubt employees are trained to treat passengers that have already endured flight delays with sarcasm. - I witnessed a heavyset bald man, an employee with United Continental say, “I am leaving, I don’t need to deal with this. That is what the night time supervisor is for.” Shortly after he rapidly and discreetly left the terminal, we were alerted of yet another flight delay notice. - Another employee told me “You don’t need my name, you already got hers.” As he strategically placed his name card in his shirt pocket out of view. - Around 3 to 4 in the morning, a fellow passenger announced to the rest of the passengers of a gate change. When I asked her why the United employee (Wafa Zayid) did not announce this, her response was that she didn’t want to wake sleeping passengers. Which was a completely ridiculous assumption, when the passengers all just want to get to their destination. Shortly after, Wafa Zayid rapidly and discreetly left the terminal with her purse in hand. But not before she told an elderly passenger in a wheel chair that the gate was just around the corner. To my knowledge no assistance was offered to the elderly woman and a small group escorted the elderly woman through 2 elevators, a moderately long walk, and a train ride to the alternative gate. Not just around the corner. - Lastly and possibly the most appalling thing that happened was when I witnessed a United employee rant, yell, and point “I HATE PEOPLE, THAT’S NOT DIRECTED TOWARD YOU, OR YOU, OR YOU, I JUST HATE PEOPLE, I HATE PEOPLE!” There is no doubt with whom her rage filled outburst was directed, it was a result of my question, “Has the pilot arrived?” Her outburst continued after I defended myself and the other passengers, she continued to speak to me in a raised voice, furiously gesticulating that she “HATES PEOPLE,” when I told her that maybe she should rethink a position where she works so closely with the public she said “MAYBE I SHOULD.” At that point I walked down the ramp to board the plane. Shortly after United employee, Susan Harris followed me and apologized for what I had witnessed, she even made a point for me to speak with Martha Neel FO, made arrangements for me to receive better care and moved me to a more comfortable seat. She has literally been the only employee throughout this entire experience that has gone above and beyond to make me, a passenger, happy. Although what I have endured is unacceptable and a free cocktail and a bump to economy does not make up for enduring what I went through. | |
| Susan Swanson | 4/21/12 |
| Also would rate zero if it was an option. Hadn't flown united for several years due to extremely poor service, i.e. specifically customer service wait times via phone and also, many of the flight attendants ruder than most other airlines (I fly approx. 10 times/year on average). Decided to try them again and now find that nothing has changed! Have been trying to get mileage credited to an acct. for a month now -- requested it via their "missing miles" email system, rec'd response several days later that it would take 10 days, nothing happened so 14 days later I called, held for 23 minutes, then had to hang up. I called again early the next morning thinking the wait might be shorter; held for 49 minutes only to have the agent, "Micah" answer and (politely) say she couldn't help with anything related to Mileage Plus because the computers were down!!! I then asked to speak with a supervisor and she said she would have to place me in "que" for the supervisor. Another 22 minutes later I spoke with "Manny" and expressed my extreme displeasure with now having waited a total of 1 hour and 34 minutes only to be told "the computers are down". He took all of the missing miles flight information (all the same info I emailed 3 weeks ago) and said it would be credited within 72 hours. I am, at this point, cautiously optimistic! He apologized and related the problems to "the merger" -- I told him these problems have been occurring LONG before the merger! I have had MUCH better experiences and service (both with customer service and the flight attendants) with Delta, US Airways and Frontier! Maybe United Corporate should try contacting these airline customer service folks and see the difference! | |
| Yue Han | 4/23/12 |
| Cannot give them the rating they really deserve-zero stars. Flew from Austin to San Francisco round trip, had to pay their baggage fee and experienced the worst service I have ever seen. Had to cut trip short because of problems and on arriving at the airport had to wait for ticketing agent to return from break and while waiting was explaining my situation to someone who came up and asked why I was waiting. This person could not seem to understand why I was there. Finally talked to ticketing agent who was very helpful, which was a surprise. Did not take long to get problem resolved with her, even though I have no intention of booking a flight with United ever again because of the baggage fee and the extremely poor service, lack of consideration on the part of the cabin crew, no meal unless you paid for it, nor any in-flight entertainment. Perhaps they could use some lessons on how to treat their customers as well as the foreign airlines do. | |
| Sharon | 4/18/12 |
| Wow. United/Continental merger has really made this airline provide poor service. Leaving O'Hare we were instructed to go to the desk to check in. The check in guy walked away - and never came back. We stood there for about 3-5 minutes, thinking he was finishing something and then a new worker came to the desk with a computer. It took her 3-5 minutes to notice we were standing there and said, "Oh, are you here for me?" She then was sort of pleasant, waived the $25/per bag fee and checked our bags. I would rather have another root canal vs. getting on a United/Continental plane. The flight attendants cared NOTHING about the passengers. No greeting while getting on, they talked amongst themselves the whole time, the captain said no more than 8 words and this included saying: "Seat Belts On", twice. No, "you are flying over XXX now." Or "we might experience some turbulence... " or any niceties. The movie was on but no one provided head sets. And if we thought that was bad, flying home was worse. NO ONE greeted us getting on the plane. We had booked our reservations a long time ago and the three of us were not allowed to sit together. A mom and her daughter were sitting one on window, one on row aisle across and talked to each other the whole time. Really? Could you not sit families together anymore? After we diligently paid our $25 per bag on the way home when we got to the gate, they offered the non-rule followers FREE bag check as not all of those bags can fit in the cabin. Gee, next time I am NOT going to check my bag so I can save my $75 for bag fees. I will only be dumb once! Why should I pay for following the rules? And then when we got on the plane, I did not think we had ANY Flight Attendants. NO ONE was around. Then I saw one of them and she looked like her last friend had left her. Unpleasant. She eventually scolded the woman next to me for "not listening to her speech about the kind of foods they did not have" and did not really help her find the menu list in the magazine. Snotty, snippy. Really, there are folks who want jobs! Why not let them have these jobs and make paying customers feel like customers. And, about 40 minutes out of the gate, flying, the other woman next to me said, "Did we see the Safety Video?" No, we did not. Hmm, I think THAT is against FAA. And then, the TV's that are stuck in the back of the seats ahead played stupid TV things. No way to turn them off. I don't want to watch black and white movement for 4.5 hours. Yeesh. I used to be proud to fly with United. No more. The staff need to find their pride or find new jobs. I am not sure that the staff would have helped anyone in an emergency. And the captain probably would have been first to leave. Something needs to change. Bad bad service. | |
| Thomas A. Summerlin | 4/17/12 |
| As some have stated here a zero would be most appropriate. I cannot even begin to list all of the issues since this "merger" began. The list is so long and painful that it isn't worth the time. I am a million mile plus flyer and a 1K and I am quitting... I don't care about your airline because you don't care about me. The rudeness of your employees, the inept call center and the not to be believed website "upgrade" did the trick. Not even recognizing my loyalty I have no intention of being loyal to you. I am now starting to fly bi-weekly to San Francisco and you have the best flights, but I don't even care if I have to make a stop I refuse to put up with you again. You may also want to tell the chairman we don't give a damn about painting the planes, they are filthy and the staffs are suffering, I am not going to suffer with them. | |
| tommyleetirey@yahoo.com | 4/11/12 |
| I have been shunned by the airline that I trusted,I am the Ceo of Cebu Solar Inc. and on 4-12-2012 I was flying from the philippines to chico and after landing at sfo at 800 am waited for my flight to chico for 3 hours,after 3 gate changes I had 15 min to board and went to the restroom(max 8 min) returned to the gate to find they had shoved everyone on the plane and closed the gate,(not the first time this has happened to me)refused to allow me to board ,the plane door was still open ,I asked the attendant to call the plane she refused,told me I should not have went to the restroom,she said she paged but there is no speakers in the restroom,even though I had checked in with her and had been waiting at the gate for 3 hours,they rebooked the flight for 415pm and that flight was late and Im still waiting, its 500 pm now | |
| JIM | 4/11/12 |
| I was traveling with my kids today on a flight back from West Palm beach. Before take off I had asked an attendant for assistance. She told me she had to sit down because the flight was about to take off. I figured "OK she will come back to me or tell another attendant to see what I needed." As soon as the plane went up, she bolted to the front of the aircraft to first class. She never came back to see me or ask what I wanted. 15 minutes later I finally got an attendant to give me a set of earphones for the TV. Totally dismissed me.....It gets better. Beverage service comes through, she hands my kids their drink, as the cart is still right in front of me, I ask her if my son could just get a little more water. She ignores me. I think; maybe she didn't hear me. So I ask again politely and she says that there are 100 other people on this plane that she is helping at this time, you will have to wait. So I say why are you being so nasty??? She then proceeds to tell me that she will call the captain and have me removed from the plane????????? I am floored by her comment. So I sit there and take the abuse from her because no she has threatened me and my kids are starting to get upset. I figure she is having a bad day. I NEVER RAISED MY VOICE, USED BAD LANGUAGE OR ANYTHING TO UPSET HER.....An hour later she come to me with a piece of paper about illegal behavior.. Reprimands me again in front of my children and freaks them out completely. Talk about an abuse of power. You always assume that friendly service is the way to go. I WILL NEVER FLY THIS AIRLINE AGAIN....FLIGHT #1595 AND NONE HAD A NAME TAGS EXCEPT DEBRA, HOW CONVENIENT. | |
| D.W. Cranford | 4/12/12 |
| Zero is most appropriate. A recent trip from Sacramento to Washington D.C. exceeded even my negative expectations for United based on previous flights. A 3 hour delay that turned into 4.5 hours because United could not get a replacement pilot from SAN FRANCISCO??? After finally boarding we were shown a video extolling the virtues of United service, a real PR disaster. We were delayed so long that our rebooked connecting flight was missed and the promised assistance from a gate agent on arrival in Denver never happened. After paying extra for our original ticket to Reagan National United was only able to send us to Dulles and a $50 cab ride to our hotel. I have never been on a United flight that departed on time and I have found that UNITED is actually an acronym for Usually Not In Time Expect Delays. I will avoid United for future trips. | |
| G. Longmire | 4/4/12 |
| Your rating does not include a "0" for non-exsistant. I purchased a first class ticket from Los Angeles to Las Vegas, only because of United's new rule, that you have to fly four (4) trips or else lose all of your miles. When I purchased the first class ticket, I also purchased the flight insurance for $ 34.58. I later (before the 24 hour cancellation period had ended), called and cancelled the flight. When my "United" statement came, the original charge was still there, along with the charge for the insurance. As of this writing, I have spent more than 4 hours on the phone (including 20 minute wait times), trying to talk to an United American representative, only to be helped by people in India, who do not understand my questions and keep repeating the same answers to me. That they can cancel my ticket, but there is no refund. Hopefully this email will get someone's attention as to the non-exsistant customer service that is offered. At this point, they can keep the half a million miles I have with United and I am transferring over to Virgin Airlines, who have the most incredible service, and I even rode with Sir Richard Branson, himself on my last flight. Now that is truly believing in your company! I don't think any of the executives at United fly United, as they have their own corporate jets. Why would United execs mingle and/or subject themselves to their customers? Could it be that they might be afraid of all of the horrific experiences that we, the paying customer, all have had to endure? | |
| Maggie Jessup | 4/5/12 |
| I stopped flying United airlines over 20 years ago for a reason. Have flow Continental ever since. If I wanted to fly on United I would have. Now that you have merged I am reminded of the many, many reasons I decided to never again fly United. Unfortunately my status is with Continental. The service has plummeted since the merger. Customer service goes out of their way to insult the customer at ever opportunity. You have taken all that was good about Continetal and tossed it out with the rubbish. I have been trying to reach someone with this organization all afternoon. I was on hold (Premier Priortity Desk) for a total of 96 minutes today. If I ever here the United jingle again I may go mad. There must be a better way. | |
| Barv | 3/26/12 |
| While on my way to the airport I get a call from united/star alliance lettin me know my flight was delayed 2hrs, I thought wow how nice of them to call. Was I wrong. I stopped and got food and wasted time then arrived at the airport two hrs later and went to check in. The lady told me not only was the flight gone causing me to miss it, but it was never delayed at any point. She told me she had no idea why they'd called and so after my husband missed a day of work and drove 1hr to and from the airport he had to do it again the next day and waste more time and money because I had to get a last minute ticket for the flight the next day. This is just one of the problems Ive had with united. Not one to complain and I expect problems delays being someone who flys once a month but this was just reficulous and 100% their fault and could have been prevented. | |
| Danielle | 3/21/12 |
| I work in marketing in the travel industry and travel often both for work and pleasure, and have never had such a horrible experience as I recently had with United. On my return home last a week ago on flight 5400 from Denver to Cleveland, was delayed nearly 2 hours due to maintenance issues. This caused me to miss my connecting flight in Cleveland. Come to find out upon arrival that there was no other flight to Richmond last night, so I was stuck in Cleveland overnight. Subsequently, I missed an additional day of work today, had added costs of $75 to my pet sitter, and had a difficult time finding a ride home from the airport at a time of day when most people are working. Not to mention the utter personal inconvenience of all of this. The folks at Untied could have solved this problem while I was still in Denver at a hub airport. With a nearly 2 hour delay, I'm sure they could have had the foresight to put me on a plane that could get me home instead of stranding me and causing me all of this inconvenience and added expense. In this economy, I would think they would be mindful of these things for their customers. To make matters worse, last night when I arrived in Cleveland, United customer service booked me on flight 4422, the 11:15 am flight scheduled for today from Cleveland to Richmond. They said that was my best option because it was a direct flight. Then, at 11:45 pm I got an email that it was cancelled (also due to maintenance). So, at midnight, I had to call and wait on hold for 45 minutes to book another flight. This flight was flight 1584 at 6:33 am to Newark, then to Richmond. So, after the horrible day I had already experienced, I then had to get 4 hours of sleep and be back at the airport at 5:30 am. Good thing I heard the email alert or I would have been stuck until late afternoon. Every step of the way on my return flights, something went wrong because of United - not me. I filled out an online complaint in their "feedback form" on the website after getting the run around for hours on the phone requesting part of my ticket be refunded. I have yet to hear back. Horrible customer service. | |
| Bob | 3/22/12 |
| I will walk before I ever fly United again. I flew from Sea-Tac to Washington-Dulles and had 40 minutes to make my connection just to find out that they changed the departure gate w/o telling eight people trying to make the connection. This caused me to miss further connections in Atlanta. Then on my return trip I was ordered to leave the plane in Seattle because a women said I had pnemonia and was infectious. Because I coughed. I was given no recourse and threaatened if I did not get off. I was not given anyoptions other than the guy offered to "get some help" removing me. I was able to get on the next flight due to the efforts of a wonderful lady named Ardiss but I subsequently missed my next flight because of this unjustified action on Uniteds part. I was not allowed to retain my baggage that they had aked me to check because they were overloaded in coach. This is a dispicable way to treat people and I was unjustly humiliated. I do not and did not have pnemonia like this women said and what right does this guy have to make a medical judgement and make me under threat deplane? I may have ingested too much pollen on my vacation but I was certainly not infectious. I will be writting to the BBB in Chicago for whatever good that might do. | |
| John Green | 3/21/12 |
| What a mess... is an understatement. As I type this I am attempting my 4th call and over 2 hours of back and fourth with United. All I am looking for is a copy of a itnerary for upcoming travel. On all calls I was assured I would recieve the requested information by days end. NOT HAPPENING!!!! Currently I am on hold with an estimated 30+min. hold time,I have to chuckle when I hear" we are experiencing high call volume". Good thing you are spending $550M in fleetwide improvements. What a joke... You have taken everything good about Continental and taken a giant dump on it. You should be very concerned about your company. | |
| Lisa | 3/9/12 |
| has been the worst thing to happen! What a complete mess for several months. The online booking is messed up! I can't even get into my account! On the phone is at least a 30 minute wait once you get thru the automated mess! OH, then isn't it interesting test UNITED, an American airline has it's call centers in the Phillipines and India, not in the United States, no wonder our unemployment rate is so high! Our jobs are outsourced to people who barely speak English and mess up your reservations. OMG, where is Continental? So, I have called three times in the last hour, and now on hold for the last 15 mins. To speak to someone who will again Transfer me back to same dumb automated machine! I will need to take my business to another real American airline tat supports the U.S. Economy by employing U.S. Citizens with American taxpayers money! | |
| Bill Strubbe | 3/12/12 |
| Hello at United, I have been a Mileage Plus member for many years. Recently I have been trying to call your number to make a reservation and it is now impossible to get through to a human being. I was put on hold for over 7 1/2 HOURS!!! A few days later I tried again just for the hell of it, and another 4 hours put on hold until I went to bed. I am so angry. I cannot book a flight because I want to use my miles for an overseas trip with a stopover and you cannot do that online. I also got an Explorer credit card specifically so I would not have the rigamorale of having to use FF miles for an economy seat. It says that any flight with a open seat can be booked...But not really so, as they have many days/flights that you have to use 150,000 miles RT for overseas, whereas is used to be 75,000/80,000. Those flights/seats are limited to very few flights, and not the best routes. Sad to say, but United Airlines has now lost me, and I will reconsider using them again...I am so pissed off at you.... Ps -- if you feel like having a real life human being call me to try and rectify the situation, that would be more than excellent. PSS -- Also, I am a journalist/travel writer, and will be sure to write about United's downgrade and disregard for their customers. | |
| Judi Fiest | 3/15/12 |
| A UAL representative, likely calling from India, contacted me about changes to my upcoming flights. He truly was non-communicative so it was agreed an email would be sent. Turns out there were no flight changes for me but there were for a passenger I am not acquainted with. I sent an email to that effect & received an automated reply that it would be answered within 7 days. Not so - was over 2 weeks, and was advised to call. Did - another person from India, this time even less able to understand. Example: 'I'm calling to have a mess straightened out.' Reply: 'You want to change your reservation?' Answer: 'No.' Reply: 'You want to cancel your flight?' And so on - including being put on hold for no reason. I finally (as when making reservations on line) took care of it myself - tracked down the woman & faxed the changes to her. Here I sit - retired - with time on my hands & Americans out of work having to do the job right because somewhere in India $ is poring in to some guy who probably sub contracts to ... whatever! The powers to be at UAL should be ashamed of what decisions have been made to waste $ on this non-existent service. | |
| helen | 3/15/12 |
| United/continental airlines-i should have been on fb n google before purchasing my ticket,however getting a ticket to fly with this airline has been a great disappointment,a flight scheduled for 7:10pm changed to 11pm and they offer $10 food vouchers each,all of a sudden the flight was changed to 1am and people trying trying to voice their opinions were shut down ill-gotten mannered customer service managers at the desk in which they requested for cops to come over in which the two women that were cops were screaming on harmless people for voicing their opinions.what an airline,my advise their are some good online classes for customer service relations that teaches communication and manners,pls transfer all ur staffs to that class,it will really help or however sell ur planes and buy buses to transport on the road,nothing positive about ur airline,U GUYS ACTUALLY | |
| Patrick Shanley | 3/6/12 |
| I purchased tickets in Jan. for a flight from Phoenix to New York. I pick and was assigned specific seats. Now after the merger these seats are no longer available, unless I pay an additional $59 each. What a scam!!!! I will NEVER use this airline again. In addition the phone wait time is 30 to 50 minutes, and after all that time you are transferred to some in a foreign country,who has a hard time communicating with you. Nice job keeping these jobs in the US. You guys are a real work of art. | |
| Jeannette | 2/18/12 |
| I was shocked this morning to discover that I'd lost 81,000 points in 2008. Perhaps I did not receive United's pre-notification by postal service, because we relocated from Japan in 2008 with two additional stateside moves that year. I've had the same email address for over 20 years. If United had sent their pre-notification by email, like they did this morning to my husband,for his 196,000 points, I would have been adequately notified to take appropriate action. I am outragged by United's Corporate tricky business practices. Is it possible that Mr. Jeff Smisek, United's Chief Executive Officer, is unaware of what his MilagePlus division is doing? I wish I had been aware of these disappointing facts before I booked with United for air travel next week. | |
judy  | 2/6/12 |
| I am shocked that United/Continental has changed the Mileage Plus awards program by downgrading the Premier status to only receive the upgrade to Economy Plus seats at the time of check-in. As a lifetime 500,000 miles member of the Mileage Plus Program I am disapointed that United has implemented this program. While I was Premier Executive for the past three years, I was unable to get to 50K this year, but I never expected to be downgraded to this extent for being a loyal United flyer. I am also amazed that there has been very little outrage and disappointed expressed by other Mileage Plus Members. Maybe United is doing their best to keep this downgrade under wraps. | |
| alice | 2/5/12 |
| I flew Continental from ORF/EWR/GLA on the 16th of October 2011.on Flights 4905 and 17. Upon arriving in Scotland, I opened my suitcase to discover that my Cannon sure shot camera and my jewellery case were missing. I contacted Continental airlines and was told to send all info pertaining to lost or stolen items. On October 24, they responded by e-mail that they had recieved the required information. I HAVE HEARD NOTHING FROM THEM SINCE!.... I eveb wrote to the CEO Jeff..................anyway, for someone who is supposed to be so concerned about the passengers needs and comforts, he also chose not to respond...... someone took my belongings out of my suitcase, plain and simple... The electronic tape surrounding my suitcase should have given them important clues as to who handled it, who moved it and possibly who opened it...I am a retired R.N. and I shudder to think what would/could have happened to my patients if I had been so casual and apathetic in their optimal well being.... same thing should apply to large companies. Without us, we the people, your company would be non existant. All of you running this company simply need to do a helluva lot better.... | |
| Samantha | 1/31/12 |
| Claim # K Z J P Q T On January 11 I flew on Continental flight from Brazil to Chicago - IL and Chicago - IL to Tulsa - OK My bag was not at the baggage claim carrousel, so I immediately notified the Continental baggage representative who had me filled out a report. My luggage was last seen in Chicago where I had to check my bags one more time to be able to fly to Tulsa. The next day the airline informed me that they had a video of the bag being stolen from the carrousel and asked me to file a police report with Tulsa Police Dept. I am a college student at the University of Arkansas and all my clothes were in that bag. So far nobody from United have contacted me to ask me if I am ok, I haven't received anything from them yet and all the time that I call they say that I have to wait 60 business day. It' s been really tough without my clothes, I am a student and I had everything in that bag. I've already sent all the paperwork and I need some response ASAP, I have no money or clothes and I need some information about my case, please. You have my case # if anyone cares!!! | |
| Samantha | 1/31/12 |
| Claim # K Z J P Q T On January 11 I flew on Continental flight number UA5912 from my home in Sao Paulo - Brazil to Chicago - IL and Chicago - IL to Tulsa - OK. My bag was not at the baggage claim carrousel, so I immediately notified the Continental baggage representative who had me filled out a report. My luggage was last seen in Chicago where I had to check my bags one more time to be able to fly to Tulsa. The next day the airline informed me that they had a video of the bag being stolen and asked me to file a police report with Tulsa Police Dept. I am a college student at the University of Arkansas and all my clothes were in that bag, your airline should safely deliver my bag to me upon arrival. It' s been really tough without my clothes and so far nobody from your airline have contacted me or have given me anything. When I call they say that I have to wait 60 business day!! I've already sent all the paperwork asked and I need some response ASAP, I have no money or clothes and I need some information about my case, please. You have my case # and my information is in your system if anyone cares? | |
| Deniz Tokcan | 1/24/12 |
| Very Unsatisfied , had a important meeting in newyork , and i told the people who was working on the counter that i will really need my baggage and my final destination was in new york , all my cloths that i had to wear on the very same day was in my luggage , guess what ? it didnt arrive , i had to go to a coctail and a very formal dinner at night , i had to go and do an extra shopping of $400 dollars and couple days later on my baggage arrives , telling me that it will be here at 8pm latest arrives at 11 45 where i miss an other meeting , the cost the time everything that i loose and was really having bad replies from the people who work i will request my expenses that i bough for the meeting , if not i will try to sue them , worse experience ever | |
| P Belon | 1/5/12 |
| Many flight choices available,booked international flight 3 weeks in advance. United made one letter error in passenger name. United said they had to cancel whole reservation. United could offer not one flight two weeks before and two weeks after original flight date. United made no effort to find a flight at anytime thereafter. | |
| Robert Mellwig | 12/26/11 |
| The sad fact is, nobody will likely ever ready this or respond to me. As SVP, HR for a major hotel company in the U.S., I can't help but use your airline as a consistent example of what not to do in the hospitality business. Someone who came up with the idea that as a service sector business, you should get rid of any phone number where your customers can speak to live united representatives to hear their complaints is abosolutely ludicrous. Your are in the airline business, transportation business, but also the hospitality business. While pricing has become competitive and is a clear factor in consumers choosing airlines, routes, planes and service are all factors. In fact, your service is now (for me) a negative detractor. It was never great, but is was acceptable. It was not a factor in choosing or not choosing your airline. Now, it is a factor, a negative consideration in going out of my way to take more expensive carriers at times that may even have less desirable flight routes, but at least I know, if I come across an issue someone can help me. I speak publically for the travel business on many occassions and address most sessions with a PPT slide or two on service. I showcase a positive example and negative. Congratulations, you made th PPT (not the good list). Knowing that a call from real live human being is too much to ask for, I'll just write the CEO and ask him to consider replacing the moron who came up with the idea to save costs by alientaing your customers. Brilliant. You have my contact information in your system if anyone cares? | |
| Jeanne Tubb | 12/16/11 |
| United Airlines booked my daughter on a flight from Paris, CDG to IAD (Dulles) with a connecting flight to Denver. They are using a 757-200 which CANNOT FLY THE DISTANCE OF THE FLIGHT. So, now they have declared a "fuel shortage" in Paris and will divert the flight to Boston first. That means she misses the connecting flight to Denver and might get on a flight the next day. She also paid for a ski trip with friends, which means she is missing transportation, lift tickets and lodging that she's arranged. UNITED SCHEDULED A FLIGHT THAT CANNOT FLY THE DISTANCE AND THAT IS INCREDIBLY IRRESPONSIBLE. UNITED NEEDS TO REFUND ALL CHARGES AND FINANCIAL HARDSHIPS CAUSED BY THEIR MISTAKE AND BE DISCIPLINED. | |
| Dan Eric Ilteris | 12/9/11 |
| For your prompt attention and reply! Dear Customer Relations Officer and the management of United Airlines, RE: E-Ticket No. 01629742840931 - Passengager Name: Daniel Eric Ilteris and his family I feel that I must write to express my utter disappointment in flying with United Airlines this time. I thought my family and I would have a wonderful Christmas holiday this year but it has started off horribly wrong. We booked our business class flights through your airline from Singapore to Boston. The first leg of our flight, Singapore to Tokyo, was assigned to your star alliance partner ANA. Upon checking in at the counter at Changi Airport, the ANA representative, Ms Hammie (don't quite recall how to spell her name and I trust that you will able to trace at your end who was on duty that morning) asked my wife and stepson if they had their (ESTA)visas for the USA. I was unsure as the arrangements were made through our travel agent. The ANA representative told me she would check. A few minutes later she informed me that yes they had visas and she issued all our boarding-pass for the three of us from Singapore-Tokyo-Chicago-Boston. Our flight to Tokyo was late on arrival. We did not have much time to make it to our next gate. Upon checking in at the gate, we were told that my wife and stepson did not have (ESTA) visas and were not allowed to board the plane to the USA. I was flabbergasted. Needless to say we missed our flight to Chicago. How could your star alliance partner tell us we had (ESTA) visas and issue our tickets to the USA and then the United gate agent in Tokyo tell us "NO". Your star alliance partner in Singapore lied to my face. If the gate agent at Changi airport told us the truth and did her job properly, we would have had more than sufficient time to go online and get the (ESTA) visas in order. But due to her negligence and blunt lies to me we were not able to do it in time at the Tokyo (Narita) Airport. Your Tokyo staff were very helpful in assisting us in making alternative flight arrangements, Tokyo-Honolulu-San Francisco-Boston. Your gate agents in Tokyo informed us that there were no more business class seats available on the the USA legs of our trip. We were disappointed but what to do right? We got on the flight to Honolulu. Upon arrival in San Francisco, we checked our email and our travel agent had managed to make a reservation (the booking reference/Amadeus ref. no. was UA/NQGMPF/2FQHRD) from Honolulu to Newark Airport on "business class" and not "economy". Needless to say we were disappointed that we were not put on that flight. I have a bad left leg which requires several pain medications and I specifically booked business class tickets for this trip to ease the pain. But all things said, I just wanted to get home to Boston to see my family for the holidays. Then we received another shock, my wife's luggage went missing. It did not make it to Boston and was lost. We filed the baggage delayed/missing report at Logan Airport. After several days, we finally received a call that the lost baggage will be delivered to the our home between 1000-1400 on the 8th of December. Once again things did not go as they were supposed too. In fact it went horribly wrong. The delivery agent (Deputy Delivery Company) engaged by United Airlines caused me to be extremely disgusted by the services rendered and has caused the utmost embarrassment to me. It is bad enough United Airlines delayed my arrival home and lost my baggage for several days but for your baggage delivery representative to call the police is beyond reproach. It was explained to me at Logan Airport that upon delivery of my lost bag that I would get a delivery report. This is required for my private travel insurance claim. Well after several days without my bag it was finally delivered today at 1425hr. I told the delivery woman that I needed to make copies of the QUICKLY TAG for my insurance. I admit that I had problems starting my computer. This is because I use my work computer and it has data encryption which means that it takes 15min plus to start. Your delivery woman became extremely insulting and combative towards me. She said she was leaving with my bag if I do not give her back both the PASSENGER COPY and the DELIVERY INVOICE COPY. I told her that if I can wait several days for my bag she can wait a little bit until I copy the DELIVERY INVOICE COPY document that had my signature. She refused to wait, insulting me and becoming extremely belligerent. She then called the police who arrived at my house embarrassing me in front of my family. I immediately called the 1800 number to speak with a customer representative to determine what was the proper procedure. I spoke to Mr. Kihito who told me in front of the police officer that I am to get the original PASSENGER COPY of the QUICKLY TAG. However, the police officer could not make the delivery person give it to me. The end result is I had to pass back the QUICKLY TAG - PASSENGER COPY as well. Only then would your delivery woman release my bag and the police would leave my house. She refused to leave my bag until she had both copies. What is the point of having a document titled PASSENGER COPY if your employees/contractors refuse to give it to your passengers? United Airlines provides a service. This time it went horrible wrong for this passenger and his family. I expect the delivery woman to be fired from her job as she has significantly damaged your airlines reputation. I would also expect a refund for the segment of flights that were booked for business class. I do not see the need to pay business class fare for three persons and fly economy class seats. I hope you can take this matter seriously and investigate what went wrong so that you can make it right for this passenger and his family. Looking forward to your response. Yours faithfully Daniel Eric Ilteris Singapore Cell No. +65 9889 7718 | |
| Scott | 11/30/11 |
| I used to be a frequent flier on United and now I remember whay i am not any longer. Their service must be really bad since they refuse to actually let you speak to a live human being and refuse to provide you with a phone number that does anything but continue to route you to the website. While traveling with a group of five, United lost all five of our bags, one for each of us. We were "authorized" to purchase whatever we needed for the next day. given the nature of our business in Chicago, that meant nearly $2300 in clothes and supplies. All of it on my personl credit card. All I want to know is when it is going to be reimbursed but I can't get to the right department and no one returns emails. | |
| Maria | 11/22/11 |
| The process to actually find your luggage and get it to the right place once lost is way too time consuming and ineffective. My luggage got lost on my last business trip and it took forever on the phone to get the situation fixed and my luggage returned to me. In addition, you ripped me off, shorting me on expenses I incurred due to the fact that your airline lost bag. I would like a complete refund! | |
| Dave | 11/21/11 |
| I was scheduled on United flights 5818 / 793 to return from Pittsburgh to Los Angeles on November 4 departing Pittsburg at 1:33 and arriving LA at 5:37 PM. On November 3, I called United to change flights so that I could arrive earlier in Los Angeles. I was charged $150 for making the change to flights CO 4078 / CO 1008 which was scheduled to arrive LA at 4:00 PM. When I arrived at Pittsburgh airport on November 4, I was informed by the gate agent that flight CO 4078 was already delayed and that I would miss my connection in Houston. Then, I was rebooked on flight CO 1653 which finally got me back to Los Angeles at 5:17PM. This was almost the same time that my original flight was scheduled to arrive. I want a refund of the $150 charge to my credit card for changing flights. The flight delay on CO 4078 totally defeated the purpose of making the change in the first place and ended up being a waste of money because of your flight delays. Furthermore, I feel that the change fees are far in excess of what it actually costs the airline to make a 5-minute change in the computer. And the Continental flight was another step down because there is no economy plus seating and I couldn’t even watch TV without paying a $5.99 charge. I am totally dissatisfied and want the change fee refunded. | |
| Ray Horoho | 10/24/11 |
| My wife a Soldier in the US ARMY recently used air miles to upgrade from coach to business class for her redeployment flight home from Afghanistan, Flight 981 from Kuwait to Dulles on 17 October 2011. She used the miles so she could get a better seat to sleep in on the 14 hr flight. Her seat was broken, when she asked to have her seat moved she was told no because the seats that were not broken were saved for flight crew. When she contacted United Customer Service they were unsympathetic and not at all in tuned to the customer service perception of leaving a premier exec customer in a broken seat. They also were not willing to refund the 25K miles it cost for the upgrade telling her first she could have 3 then 9K but beyond that United would no longer talk to her. They told her she got more out of a business class upgrade than a broken seat. Can you believe that an airline would put its crew member in a functioning seat before a paying customer? And, can you believe that they would do this knowing the person in the broken seat was a Soldier redeploying from a combat zone? Go further, can you believe that the training and leadership at United is so disconnected as to not step in, apologize for the flight crews mistake, and offer a refund of miles to a long standing customer who moves between 1K and premier Exec? My wife looks forward to and opportunity to talk leadership with Mr Jeff Smisek. Ray 703-231-8417 | |
| Camille | 9/28/11 |
To whom it may concern, I am extremely unhappy about the amount of reimbursement for my extra expenses incurred when United Airlines delayed the arrival of my baggage on a recent business trip. I am a frequent flier, however I do not usually travel on United Airlines. On August 1st I flew on United Airlines from Boise, ID to Omaha, NE, with a layover in Denver, CO. I made it to Omaha, but my baggage was delayed in Denver for 24 hours, which I was informed meant it missed three flights before making it onto a third. It was also reported my baggage was in Denver and was not, nor had it ever been lost. On the date in questions due to extreme heat United Airlines was asking if anyone would be willing to delay their travel in exchange for a $400 travel voucher. The request was related to high heat, which caused a weight reduction on the aircraft. I have suspicions my baggage was delayed in Denver intentionally to accommodate the weight restriction. When I arrived in Omaha I had dinner with a client on the evening of August 1, and business meetings the following morning. I had no makeup or appropriate clothing or shoes. I spoke with United Airline’s claims department and received preauthorization for $200 in expenses related to my delayed baggage. My total expenses directly related to my delayed baggage was $264.64. Last week I received a reimbursement check from United Airlines for only $100.00. This is completely unacceptable. I had no need to purchase any of these items if my baggage had arrived on time. Regardless of the continued use of the items purchased, I would not have had these expenses if United had performed as expected. Additionally, Many of the items purchased where selected at the lowest cost, and are not items I would have selected were I shopping for myself. I controlled my expenses as much as possible, considering my $500.00 suits and $400 worth of makeup.. not to mention shoes, hair products, etc. were located in Denver. I am simply asking to be reimbursed for the loss I experienced as a direct result of United Airlines negligence. I expect a second check to be issues to me in the amount of $164.64. Additionally, I have retained the United Airlines delayed baggage claim ticket attached to my bag. Upon receipt of my bag, I found a handwritten note on the back of the claim ticket which says, “Here’s your f-ing bag.” I am appalled at the professionalism at United Airlines. Please provide remedy to this situation immediately. Sincerely, Camille S. McClelland | |
| Kelly | 8/10/11 |
| We recently flew United and had the worst experience ever. Prior to leaving on vacation (with our 4 children)I made sure the seat assignments were in order so that we were all seated together. When we logged in the day before to check in we were unable to complete it online. We got to the airport early to get checked in and were told we didnt have seat assignments and the lady at the ticket counter was really nice and made sure the person at the gate knew we needed priority to sit together. The flight was overbooked and then it had mechanical issues. We were told we could catch the flight to O'Hare (we would miss out connection) and they would put us up or we could be put on a flight the next day. We decided to stay the extra day (finding a hotel to sleep 6 is next to impossible and we didnt want to subjec the kids to that) When we completed the survey post messup they were so kind as to offer is a $25 travel voucher (seriously). And now we can't get thru to a human being. This tells me they know they are going to get complaints and dont want to deal with them. I work in the retail industry and I dont care how big you are If you have crap service it will affect your business. I will NEVER fly United again | |
| Stacy Gaudio If there was a star below 1 i would have picked that one | 8/14/11 |
| To United, My name is Stacy Gaudio, I never flew on a plane before and thought the expirenece would be one i would never forget, unfortunatley it was for all the wrong reasons.I flew out June 8 2011, a Thursday out of Buffalo NY. I then brought a upgrade seat for $45 dollars, for what 5 more inches of leg room? Then I checked my bag for $25 dollars. My layover was in DC Dullers. On the layover there wasn't even a pilot to fly the plane and we had to wait a few hours. We then got on the plane and couldn't even take off due to a lame excuse on the weather and we waited 3 in half hours REALLY?? Well then i had a one stop layover in Huston Texas which was about 10 or 15 mins they made me get off the plane and board again. We then flew to Denver airport which was my final destination. I went to the bagagae claim to get my bag and it wasnt there!!! They took my bag off in Huston and never checked my bag back in. Not to mention I was'nt even done with my trip I still had a 4 1/2 hour car ride to Wyoming. Not to mention I flew out for my husband didnt see him for three months. Had to go shopping at Wal mart to buy brand new stuff which should have never happened it was expensive and time consuming.I had everything in my suitcase so this was an unneccesary trip. My bag sat in Huston as I sat there calling United airlines and having my famliy and friends keep checking up on it. It finally arrived on Sunday June 11 2011. The representatives who work for United are very rude and not understanding what so ever. Well not to mention I left Thurs June 16,2011 flew out of Denver Checked my bag again $25 dollars and got sick on the plane. This time my layover was in new Jersery again 10-15 min layover. Got on to my next plane again I was heading to Buffalo NY airport. Got off the plane and again no suitcase YOU GOT TO BE KIDDING ME !!! Went over to the lady and she tryed to give me another person bag telling me this "is your bag " . Then told me my bag should be in the next plane and to wait. But my trip wasnt done again I was going to Rochester NY and my bag would come to my house (she told me). So I went home and waited and waited and waited some more till the phone rang and it was another lady asking me if I got my bag " NO" I told her!! Later that night i got a phone call from Wymoning telling me they have my bag!!! Again it never arrived at the airport. So they sent it back to Buffalo a few days later and I got a phone call saying, You can pick up your bag in Buffalo. First of all your guys where going to bring me my bag. Next day I called this would be that Monday June 20 2011. They cant bring me my back and they sent it on another plane back to New Jersery and it was going to come into Rochester Ny airpor, after it went to Jersey, why the hell was it ever in Jersey?. Then I recieved a phone call Thursday saying they can bring me my bag to work. Fine I told them bring it and my bag was all broken and bent out of shape. I am writing this letter beacuse this still makes me mad and ill never fly Untied again. The service sucks the people dont care about their customers and im telling everyone i know and dont know that this is the worst airline ever. | |
| John Schirmer | 9/19/11 |
| Dear United, Customer service with United Airlines leaves a lot to be desired. In addition the apology e-certificates one receives when United cancels flights are a joke and possibly a fraud. My flights for both my wife and I were cancelled July 15, 2011 from Tampa to Chicago. I eceived a standard apology letter with a choice of two offers. We chose the 20% off e-certificate for a future flight. With the e-certificate were a set of "terms and conditions". I tried to book flights for us using the online system and with 3 attempts I kept receiving the message that these e-certificates would not apply to the flights chosen. I called and talked to a rep for 36 minutes who could not understand why the system was refusing my e-certs and then she totally cut me off. I called back and asked for a supervisor, after waiting for 23 minutes to reach one, he also could not explain why the e-certificates would not work. I sent an email complaint and over two weeks later received a reply. The reason the rep gave was a quote from "terms and conditions", HOWEVER, she quoted a totally DIFFERENT set of "terms and conditions" than what I had received. I sent her MY "terms and conditions" which stated that my flights were eligible and I have heard nothing from this rep since. The possible fraud is that United is using two sets of "terms and conditions": one for the customer and another, more restrictive one, for booking. All I ask for is an apology and an acknowledgement that United was in error, either is sending me the wrong "terms and conditions" or in denying my booking. | |
| Ronni Fox | 8/16/11 |
| There is no customer service and it is much worse since the merger with Continental airlines. We recently completed a trip from Buffalo, NY to Anchorage, Ak. They lost our luggage and United blamed Continental who blamed United..finally, two days later, our luggage showed up but was sent to the wrong hotel..now they have so convienently "lost" all our paperwork for reimbursement...and I am out $800 in costs to replace our clothes/etc...I will NEVER willingly fly them again. | |
| Terri Ottoboni | 8/20/11 |
| I recently traveled on United from Eugene to San Francisco w/my family. We were trying to go standby for an earlier flight which was sold out so not likely we'd get on. We were told by the counter clerk and the gate clerk that IF we did not get on the flight we would NOT be charged the $75 ea. standby fee. It even says it in black and white on United web that you will not be charged if you do not successfully get on the flight! So when we did not get on and got home to see a $225 charge (for 3 of us) we were very upset. After making 3 calls and being disconnected twice. After sending emails to customer refunds and being denied for an issue that is 100% united error I am at my breaking point. And the web sight says they have the best customer service. If this is the best it's the last time I'll be using this a/line. After a month now I'm still trying to get this problem solved??? | |
| Don Kelley | 8/27/11 |
| United lost my suggage on my trip to Russia and lost it again on the return flight. I have written a letter and laso sent an email with NO response. Could someone please call me? 618 457 8419 | |
| Geraldine Henry | 9/16/11 |
| The absolute worst flying experience ever! Other airlines flights are delayed, miss connections, lose or damage baggage, fail to compensate for meals, etc.; but none do it with such uncaring rudeness, impossibility to contact anyone to resolve problems, or outright delight in people's misery. Where do they find such incompetent employees and who is training them in customer relations--Charlie Sheen? | |
| upset traverl | 9/2/11 |
| I will never fly United again, they don't care about thier passengers. I'm tired of having to deal with India and the Phillipines. I purchased my ticket using US dollars, I expect to speak with someone in the US. It would appear that United with all the money have receive from passenges and the US govn't would be able to hire people in the US, not other countries. Bye Bye United | |
| Jessie Teddlie | 9/4/11 |
| It is hard to believe that an airline would ONLY have contact with customers through online communications when many senior citizens (who can afford to fly) do not do computers! Not only is United the worst in customer service but are making Continental customers feel like second class citizens. | |
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| | 9/6/11 |
| My name is Busigye Patricia ,i will be travelling from Chicago to Entebbe Uganda on the 12th October my booking ref no is XBFH2U TICKET NUMBER7:2 4 2104 578 80 ,my question is if i have a hand bag and a small suitcase will i be allowed to board with them as hand Luggage my email is hbaru_2001@yahoo.com | |
| David Loman | 7/10/11 |
| Can anyone offer a real address for United executive offices in Chicago? The PO Box will not work for a Fed-X envelope from Singapore. I am sending a letter of complaint but must have a real address to send the package. Can anyone help? | |
| jazzlady1028 | 8/6/11 |
| My college-age adult daughter had a terrible experience with United on 7/31/11, on what was to be her first day of a short (3-day) visit to relatives of mine whom she had never met, and whom I hadn't seen in decades. These were my elderly aunt, widowed last year and now living with my cousin and his wife and their two young adult children, in a small, picturesque rural town west of Portland, OR. My daughter and I booked our flights while on the phone with one another, to meet up in SFO (I was coming up from LAX and she was coming down from Arcata, near Eureka, CA), and take flight 464 together from San Fran. to Portland (we would be returning on separate days, with me taking a non-stop back; all that worked out fine). Well - while I made my connections (my outbound was 45 min. delayed, but then so was my connector flight, so I lucked out!) - all heck broke loose for her. In this totally frustrating process, she lost 12 hours of time and the whole nightmare ruined most of the day for her, myself, and somewhat for my cousin even tho' he is a real "trouper." She was calling repeatedly, crying and carrying on. Sure, a little adversity can be good for a 20-yr.-old - but Arcata is only a little over 400 miles from Portland, and the fact that it took 16 hours is ridiculous, as she could've driven there in less than half that time!!... To recap: a) Her outbound at 8:50 or so, was cancelled. The new flight was not until 6:15 PM, inconveniencing her boyfriend who had to make two trips to and from the Arcata/Eureka Airport, the 2nd one causing him to have to rearrange his work hours that day! Then, b) that flight was delayed by 1-1/4 hours; and THEN, c) the connector flight was ON TIME - it did NOT wait - so she missed that!! She was so distraught, and it disrupted the entire day. Finally, she was put on the LAST flight out - at 10:50 PM. She landed in PDX at approx. 12:30 AM on August 1st. This is criminal! My cousin and I had to make a 2nd trip to PDX, very late at night - and meanwhile, my daughter did not get to meet my cousin's son's girlfriend, who was leaving very early on 8/1 to fly back to Orange County, CA. My daughter also didn't get to have the nice family dinner we all had on 7/31 evening, with my dear old aunt and my cousin's whole family, because she was still making her way to SFO whereas she should have gotten to Portland when I did, which was at ~1:15 PM!! I am writing a complaint letter to United - their site doesn't reveal their address, either, which is bad news in my opinion. But I got it by searching on local.yahoo.com - United Airlines, Chicago, IL (I found out thru' "Investor Relations" that they were based in Chicago, but they don't reveal the actual address). I will INSIST on a voucher for a round trip, Arcata/Eureka to LAX and return - they had BETTER! She could sure use it!! I will not let a terrible experience like this go!! SHAME on United - they cut off 33% of my daughter's very special 3-day trip to see meaningful relatives. We packed a lot of sightseeing into 2 days - but this was sooo unfair and wrong of United. I will seek to fly other airlines in the future, despite UA's having in-flight entertainment rather than Alaska's "GoGo" which requires the use of a smart phone and costs $4.95 to boot! | |
| Ted | 8/6/11 |
| After reading all these comments and experiencing major headaches with United myself...I think it's time to move to another Airline. Think I might try Delta to see how they fair. United first class to hawaii on the 767 is hideous. No leg room and seats that are truly uncomfortable, it might as well be an economy cabin. Delta has a A330 from Minneapolis to HNL with lie flat seats in first class. I might even try American as soon as they get their new planes and finally dump those nasty MD80's which I avoided all these years. Don't be loyal to any airline. Trick is to find the best airline with the best type aircraft that have the comfort you enjoy for the route you want to fly. It has become nothing more than a shell game now so do your homework online and find the flight that suits your needs. Airlines are only in it for the buck. There are a few airlines with routes that treat you well with nice comfortable seats and nice aircraft but you have to find them. | |
| EX United Customer | 7/12/11 |
To the Customer Service Representative at United Airlines: Subsequent to my 15-year-old’s solo travel experience on July 1, 2011, I wish to state my dismay and advocate for policy changes to the current United Airline’s Standard Operating Procedures regarding the safety and well-being of unaccompanied minors traveling with United Airlines. First of all, we were understanding that “things happen” when there was a computer glitch on Friday, June 17 from 5:00-11:00 p.m. PST that grounded flights across the nation and ultimately impacted our travels from San Francisco to Washington/Reagan Airport on Saturday, June 18 at 6:00 a.m. My husband, daughter and myself were on flight UA 756. Crowded airport, long lines, under staffing and delays were expected and accepted after such a large shutdown. We also accepted that “things happen” when there was a delay in Denver to fix the co-pilot’s chair. Next, we were ultimately thankful that the pilot made a safety decision to make an unscheduled landing in Chicago to fix the spoiler on the wing which was resulted in a long delay. “Things happen” beyond human control. We arrived tired but safe and grateful. My husband and I returned on July 25 without incident and my daughter remained in DC for another week to complete a summer program. We had inquired, in advance, that United did provide assistance to minors but not for connecting flights. My daughter was on the UA 657 which departed DC 3:30 and had a connecting flight in Chicago then to San Francisco. I researched the safety of connecting flights to ensure that it was within the terminal gates of paid passengers and not the general public area; spoke to the customer service at United Airlines at Ohare, showed my daughter the layout of United at Ohare and walked through Reagan Airport to increase her awareness and safety. On July 1, she arrived at 1:00 at Reagan, checked in and waited at the gate area. Shortly before the flight, she heard the announcement that there was going to be a delay. In phone communication with me, I instructed her to check with customer service often who again informed her of the delay but not a gate change which may not have been determined as of yet. Unfortunately, she did not hone into the gate change between the second and third inquiry in which she was informed that there was a gate change and that she missed her flight by nine minutes---she inquired at 4:09. She was told that she was going to be placed on waiting list for the next flight to depart at 4:45. She immediately called me which was a mother’s feared phone call to receive when the child is more than 3000 miles away with no safety net. I again instructed my terrified and at this time crying child who is for the first time flying alone to go back to the customer service and tell them she is only 15 years old (a minor). My daughter called me back and told me of the callousness of the representative who told her she was #19 on the waiting list and was more than likely not going to be on the next flight and will have to take the next flight the next day. I hope you are a parent and can ask yourself how you would feel if your 15-year-old teenager who has just completed the ninth grade was going to be in an unfamiliar city, across the country from home, without friends or relatives to assist, without a credit card or driver’s license to either remain in a very much empty terminal after hours or go…where? As soon as I received the first phone call that she had missed her flight at 4:09, I drove directly to our travel agent at 1:15 PST / 4:15 EST. Our agent called United Airlines for assistance and noted that the call was outsourced to India. By this time while we were working with the travel agent, my child was denied access to the 4:45 flight out of DC since she was #19 on the waiting list and could not be accommodated. The scenario was explained to this United employee in another country again that the child was a minor. The ONLY option provided by him: * Spend the night at a hotel. No sense of reality that a US 15-year old is not equipped to navigate the shuttle/cab, make reservations or check-into a hotel without a credit card or driver‘s license. Our travel agent suggested determined that there was one first class seat available on another flight to SF and to allow my child to have that seat or to upgrade a coach passenger to allow my child on the flight. The United employee said agreed upon his supervisor’s approval that I may purchase the seat for the fee of $2200. We were willing to pay any amount and use our credit card if that meant the safety of our child. Our agent who continued to be much more compassionate about our situation noted that we could fly her into Los Angeles where she would arrive at midnight. We gladly agreed and made the arrangements Of course, typical to our recent United travels, the plane was delayed and she didn’t arrive until 2:38 a.m. “Just another passenger” is how I felt the United personnel portrayed my daughter at both the airport and in the customer service department in India. With the recent merger of Continental and United, one could understand that it will not be a seamless transaction and that “things happen.” I accept full responsibility that I should have emphasized my daughter to regularly check the monitor at the airport for flight/gate changes however, what I find reprehensible is the fact that personnel employed by United Airlines refused to assist a minor. I strongly encourage that policies are reviewed to give priority on the Waiting List to seniors, special needs and to certainly include unaccompanied minors. I would expect no less from a company that is concerned with public safety. . | |
| DNC | 7/15/11 |
| BUYER BEWARE!!! If you purchase a non-refundable ticket through United you will NEVER get a refund. Even if you cancel your ticket within 24 hours of purchase and 2 months prior to departure! Even though they have plenty of time to sell the seats I purchased to someone else the only thing I was offered was a useless "credit" to use towards a future flight. Why is it worthless? Because they charge you a $150.00 service fee per person upon rebooking. This fee exceeds the cost of your original airline ticket. Somehow your "credit" winds up costing you MORE in the end! In summary United gets to keep my money and charge someone else for the SAME seats. Sounds pretty slimy to me! | |
Katie  | 7/20/11 |
| I am looking for a way to contact United Airlines to be help with answers to exactly what I was exposed to on a flight last week. Flight #3879 7-13 there was a medical emergency on board as a result I came in contact with ill passenger's blood. I am looking for those medical records! Anyone have a suggestion? Customer service is not responsive. | |
| | 8/4/11 |
| I requested a refund after Continental tried to change my flight. Now I booked through Travelocity so I flew in on United and was to fly out on Continental. I called this airline and they referred me to travelocity who referred me to Continental who referred me back to this airline. I asked to speak with a representative, and for the record they need to get rid of the stupid automatic reponse when you call, anyway I'm still on hold! It's been about ten or so minutes. I know you're probably wondering why I didn't cancel with Continental, well apparently since I flew on United, they are responsible for my refund. I requested a refund on June 23rd of this year, it's August. Now here's the thing, they canceled my flight, yet my refund is still M.I.A. I will be calling BBB before tonight end. United has lost me as a customer for good! WOW I sat on hold and the system hung up on me. Waste of twenty minutes | |
| Dana | 7/26/11 |
| i booked roundtrip tickets for 2 from Orlando to Denver connecting to Jackson Hole Wyoming. Then Jackson Hole Wyoming to Denver connecting to Orlando. The reason I booked was to visit my son who was employed in Wyoming. My son is no longer working in Wyoming, he now works in Denver. So I thought, no problem, I will just get off in Denver and not take the connecting flight to Wyoming. Then on the return trip, I would just pick up the connecting flight in Denver. No date or flight time changes. I called reservations to make the change, well that was a big mistake. First of all, it takes forever to talk to a real person, and then you cannot understand them at all. But I attempted to tell them my dilemma. I explained that on the outbound flight that I would just get off the place in Denver, no problem I was told. But, on the return flight I could not board in Denver if I did not get on the plane in Wyoming, their reason was because it's a connecting flight. OK, my argument was that I would have been on the flight anyway, but I was told that if I did not board in Wyoming that the reservation would be a "no show", and the connecting flight in Denver would be void. What a crock that is. But, for a fee of $175.00 per ticket plus tax, they could make that change for me and I could board in Denver on the return flight. So that will probably cost about $400.00 to make that change. Heck, the tickets didn't even cost that much. And that would not even be a guarantee that I would still be able to board. I called 3 different times, tried to speak to 3 different people, and I got 3 different answers. Customer service sucks big time, to say the least. Will I book with United in the future? Definitely not, I don't care how much more another airline charges. Once they get your money, it's "Sorry about your luck, it really sucks to be you"attitude. My flight isn't until late August, I can look for another flight, I'll be darn if I will give them another cent, so they can resell my tickets. The airlines aren't hurting, they are making big bucks with their policies. | |
| Grandma Kathy | 7/28/11 |
| HI, Have not been so humiliated in all of my 50 some year on this earth. I am on a tight budget and was trying to get two of my grandkids to casper Wy to be with my oldest daughter. Well I thought I got the right fight and it wasn't. Then they would not let my granddaughter fly because she is 6 and flying with her cousin whom is 12 and a half, because I did not understand that because the flight was a connecting one she my 6 year old could not fly with her cousin. First when you call you never and I mean never get any one in the united states, only India and the Philippines and they do not speak english very well or not at all. The corporate office is never open no matter what time you try and call. I live in Alaska and thought that by buying the tickets that I could afford for my grandkids, I was doing something good for them to get them to Wy where they will start a new life. But because I am poor this is not so. This airlines talks to you like you are the cum of the earth. So now the airlines is helping because they are dumping my grandkids in Denver that they are doing a good thing. just to shut everyone up. but they won't send them on to Wy like the ticket I paid for. WOW what a great airline. I feel like the worst grandma in the world because I could not afford to fly an adult with them and the mothers could not afford to pay for an extra ticket either. customer service is very bad and they hire the meanest people and so uncaring. I guess that if you don't have lots of money and work hard you are still the cum of the earth to big corporations like United Airlines. I am devastated.out sourcing is the way to go no more job for us WOW. So If you have to fly DO NO USE UNITED AIRLINES UNLESS YOU ARE RICH.or at lest not the lower working class. God Bless America what have we come to. | |
| Lawrence Brish | 8/1/11 |
| Customer Relations Q9PCZU United Airlines PO Box 66100 Chicago, IL 60666 First, I cannot believe that an American company has a "customer relations" department that only communicates by on-line, fax or mail. I will make it a point to spread this bit of news to thousands of people, thanks. Second, the experience and treatment I just received from your people, for my son and I, was horrendous. We were, what amounted to, "tossed" into the throngs of traffic at O'Hare in Chicago, to get a hotel for a flight we were made to miss by you, by 5 minutes! Wandering through hallways, looking for the correct "bus station" for the now comped hotel was just wonderful. My son now loves everything about Chicago. Including United Airlines. I incurred an extra $18.21 in parking fees in LaGuardia off-site parking (yea, no biggie, right?), as well as never sitting in my upgraded $88.00 seats on this missed flight, both of which, I would like a refund for please. I spoke to one of you "reservation reps" and asked to speak to their supervisor. I was told they were switching me to them, then I was rewarded with a dial tone! I am sure someone out there is probably having a little chuckle right now with this, right? I called back and received the same rhetoric from your reservations supervisor in INDIA! I give up. On you. | |
| JK Maynard | 8/1/11 |
| My flights from Atlanta back to Oakland, California were a nightmare. of course weather delays are not the fault of United, but lack of information from gate agents is a problem...No one seems to care anymore at all, at least they don't in Denver. When further delays were posted on the screen, no agent could tell us why. Also, the Red Carpet Club and the huge amount of money they require yearly, need to be more accomodating to Premier and 1 million miler flyers. Closing the club at 9:30 in a major airport is way to soon..Especially with 4-5 hour delays! I feel United is going backward, rather than forward in the way they treat their customers. There are other airlines out there United, don't forget that. | |
| Virginia Hedges | 6/21/11 |
| July 21st of last year we flew from Denver CO to Durango CO. During that 45 minute flight my luggage was lost. Denver promptly found it and lost it again. Now, almost a year later, I am still trying to be compensated for my lost luggage. I have been calling 2 times a month since July 2010, I have faxed all of the requested information 3 times and promised that I would be contacted yet this has not happened. The service is horrible when I speak to someone they have no ability to contact the corporate office. What kind of business has no ability to contact their main offices? I will be escalating this issue to who ever I am able now, BBB, TSA and up until someone actually hears me! | |
| Lynette Frison | 6/23/11 |
| My 84 year old Mother was booked on a flight with explicit instructions on her care. She was to be supplied with a wheel chair and ecorted to the next terminal for the cotinuation of her flight from washigton D.C. to Portland Or.6/12/11(Flight 251 due in Portland 8:30p.m. Due to weather conditions the flight was delayed to arrive at 12:00p.m,then delayed to 2:00am 6/13, then again to 2:30 am. 7 hours of sitting for a woman with bad hips! When She finally arrived her ride was no longer available. She was told there were no wheelchairs available at that hr. She was left to walk alone down the escalators to baggage claim where she knew she could catch a cab. I can't believe Unted coul be so negligent. She could have fallen down the escalator. I think the least you should do is reinburse her the $70.00 for the cab!!! Lynette53@gmail.com | |
| Francis E. Glaser | 7/2/11 |
| In February, using frequent flyer miles, I obtained two tickets from United's Web site for my wife and me from CA to HI, going over on Sept. 21, 2011, and returning Oct. 19, 2011. At the same time I purchased seating upgrades for the longest segments over and back, and I received e-mail confirmation of the payment and seating assigments. I expect some scheduling changes, but I certainly did not expect that United would remove me from economy plus to economy without any offer to reimburse what I had spent. The only way I found this out, after literally hours of trying to get a decent schedule again via multiple contacts, was to spot it myself on the My Reservations Change. In essence, we were bumped down for United convenience and United had no intention of paying us what we spent. I consider that theft. After years as a local flyer, I will never use United again if another alternative exists. We go to Hawaii three times a year, and can get a better deal with Hawaiian, working with nicer people. Aloha, United. Kaput. | |
| Virginia | 6/29/11 |
| I have been nothing but frustrated in dealing with United. I will never, never, fly with them again. Last year...yes you heard me correctly...I have been trying to get my reinbursement for a bag they lost not once, twice, but three times since July 2010. After arriving in Denver, CO, my friend who was traveling with my family and me fell on a moving sidewalk and hurt her elbow pretty bad. Instead of trying to get to the Denver hospital which would have taken longer than an hour, we decided to take the 45 min. flight to Durango and seek help there. After the airline had her sign forms the flight took off. We arrived in Durango and hurried off to the hospital. About 30 min. afterwards, we realized we had left a carry-on bag on the flight. We quickly returned to the airport to which we were told that Yes, the bag was on the flight and it would be sent back with the next flight. The next day...no bag...don't know where it went? Oh, yes, they found it was left in Denver and would have it that afternoon...Nope, no bag. They would look for it. Again they found it in lost and found. Lost it again and have not been able to locate it since. OK...we have gone through all the paper work and was told in October that they would reinburse me for the items in the bag. Still, no bag, no money, and am not able to talk to anyone who can help me. My case was sent to HEAD QUARTERS which has no way to contact a person. AHHHHH> | |
| Briley | 6/10/11 |
| My words cannot even begin to describe my frustration and disappointment with your air lines! I planned a trip to Vegas for my boyfriend in DECEMBER for him and his friends, one of which he was flying with. My first problem, this was a surprise and the party was TONIGHT! So thank you for running that! Secondly the other people attending the party have made other flight arrangements and have non refundable tickets they will be leaving Vegas on Sunday morning, therefore the flight and new hotel reservations you have booked us for will be pointless! Thirdly, I understand things happen, however we booked these dates for a REASON, so since he will still be in Vegas Monday he will not be able to work a job site, which will put us out of a large amount of money! I understand things happen however by using your air line we are suffering for it, I don’t know what the case was for that particular plan but the way it was taken care of was poorly executed! Since we are not going to be flying through ya’ll anymore I would like and immediate phone call and would like to see something happen fast! I will be working to contact the highest up. Thank you for screwing up my boyfriends 21st whats a suprise party without your friends, he will never be able to redo this moment in his life. Thanks, Briley! | |
| Mark | 6/12/11 |
| This company is the worst when it comes to customer service and promises. Do not rely on insurance with their flight to cover what it says it will! I am going to file with the media and find people with the same experience. WILL NEVER FLY WITH THEM AGAIN! False and FRAUD | |
| Joyce Vyhnanek | 6/13/11 |
| I am totaly frustrated, it took over 2 hours to book a ticket while using a credit from an old unused ticket. I spoke with people in Manila & India and can't understand them, promises are made and not delivered. After the 4th call I requested to speak to someone in the US since this involves a domestic flight and was told the only way to do that is to keep calling, going through the automated system and see if I get anyone from the US. ARE YOU KIDDING ME?? Why aren't we hiring within the US? Even if it's just for those who travel within the US, it would be nice to speak to someone who you can understand and can do the job correctly. This is the 4th day and I still do not have the email confirmation of my ticket THAT IS PROMISED EACH AND EVERY DAY. I call everyday and am promised they will email it to me. I will do all in my power not to use United and now Continental. How sad! Then you remove the address on your website because of too many complaints? I don't understand how you are allowed to get away with this. | |
| Debra Walls | 6/14/11 |
| This review is concerning the customer service post travel, but the actual travel was a very good experience. I discovered that I left my cell phone on a flight about half an hour out of the airport. The phone was turned off and when I called it rang and went to voice mail so it had been turned back on. Trying to talk to a live person at United and SFO was a nightmare and never happened. My Mom in Pittsburgh received a call from someone who identified herself as a flight attendant and said that she found my phone. She was very nasty and impatient with my Mom and said that she was in Baltimore and it was her day off and "would get around to mailing the phone when she had time". My question was why did she have the phone and why didn't she turn it in to the United desk or the airport Lost and Found. It has been over a week, no phone, and haven't spoken to a live person yet! | |
| Denise | 6/21/11 |
| I believe that United, as well as so many other airlines, have been pushed by the bad economy, and the high prices of gas, to get so bad in their customer service skills. I'm not totaling blaming the bad economy or high prices of gas, but they have a lot to do with it. With the gas prices going up, the airlines do not have a choice but to charge their loss to their customers, and they will do what they have to to recoup their lost, even if it means bad customer service; even if it means taking their customer service department to India, or any other country, and having people that are useless answer the phone. Though the bad economy and high prices of gas does not justify what they are doing to the customers. UA does not care about their customers. My advice to everyone is to contact the government agency that deals with the airlines. For example, if you have a problem with a financial institution (banks), you would contact the Comptroller of the currency. Maybe for the airlines it would be the FDA. With all the problems that customers are having with UA, or any other airline, doing the research on what Government agency handles the airlines would be worth it. Good luck to everyone. | |
| Alp | 6/19/11 |
| United is the worst company ever. Not only they ruined my trip and pretended like they refunded me my miles and fees+taxes, but also charged me $150 for trip cancellation which was not my fault. On every United airline flight I've been on in the last 6 months (there were 6 in total), there was a technical issue. I don't think I ever will get my money back from them, let alone some customer service. Delta has not be phenomenal either but I at least get someone to talk to in person and some compensation on my losses. No More United ! | |
| Heidi | 6/7/11 |
| I have to make reservations often for my boss. I have spoken to two United reservationists (in India or somewhere where they have a thick accent) recently. One I did not understand at all and she was actually MAD at me that I did not understand HER, the other repeated my e-mail three times back to me incorrectly, finally seemed to get it right, and I never received the confirmation e-mail for the important change I had to make for his tickets and miles reimbursement. I have written e-mails to customer service to confirm in writing this change, no response. I can't call because the 800 number routes me to your outsourcing office in another country!! Why don't you give some Americans some jobs and bring the business back here, so we can understand each other!!! I know it's cheaper for you but it really is horrible customer service. | |
| Ron Ramirez | 5/26/11 |
| United Sucks. I bought three tickets from Los Angeles. One for San Francisco and two for Orlando. I tried to make a convenience change of the flight time for the same day to San Francisco and was told it would cost $150.00 plus tax to change the flight. Are you kidding me? Double the price to make a same day change four weeks in advance. I also made a mistake in a departure flight to Orlando by clicking the wrong date when booking online and did not notice the mistake until two days later. The return date was correct and I tried to correct the departure date thru customer service and was basically told my mistake not our fault you have to pay. I wanted the same flight time, on the same day with the same airline but a week earlier and was told it would cost me $180.00 to fix my mistake. That is more than the $159.00 ticket I paid for. This is ridiculous, they get to cancel my original ticket without a refund, resell the ticket at the same price or more and then charge me and charge me more for the same ticket with an inconvenience fee for having them retype a ticket. What ever happened to customer service and a reasonable service charge? I understand a policy to prevent airline loss on canceled seats on short notice, but months in advance...come on get real, changes should be able to be accommodated with a reasonable fee. | |
| Tired | 5/27/11 |
| Wow! I can't believe what I have to go through to even get to talk to someone. By the way, if you need to talk to them about anything, choose the reservations option. When it starts asking automated questions, just say incoherent sentences. It won't understand them, and after about three tries will get you a real person, believe it or not. They don't want to lose a potential customer. Once they have your money they could care less about you though. However, all of the real people I have talked to so far are worthless. You need to ask for a supervisor. At least you will get to talk to someone. You need to be persisent. I am writing this as I am on hold waiting for the supervisor to get back to me. 10 minutes and counting. 15 minutes. Still waiting. | |
| Shane C. | 5/28/11 |
| Sir/Madam, I am writing about an extremely unsatisfying experience with your airline. After a 5 hour delay in Boston I finally made it to Washington DC. I was originally supposed to connect to Charlotte,NC. This flight was delayed until 12:35 in the morning due to a lack of personnel to operate the aircraft and cancelled it 10 minutes before it was scheduled to take off. I was offered a flight to Charlotte at 4:45 in the afternoon. Due to urgent plans this flight was not acceptable to me. In order to reach my destination in time, I was forced to take a flight to Columbia, SC which arrived around 3 in the morning. This is about 5 hours after I was supposed to arrive in Charlotte. From Columbia I had to take a taxi to Charlotte which took 2 and half hours and cost in excess of $200 dollars. I arrived in Charlotte at around 5 am. Clearly this is not what I paid for. To top it all off I did not receive my bag until 11 this morning. That is very close to 48 hours without my belongings. After all of this I am being told that there is no chance of a refund for this leg of my trip which was horribly botched by your airline. In no other service field could you screw up this bad and still expect the customer to pay. It is near insulting. All I am being given is $50 dollars off a future flight with your airline, which is useless to me since I will never fly your airline again after this nightmare. I would very much like my money back for this flight as it in no way, shape, or form resembles what I paid for. I will never utilize your or any other airline in your "family" and will make sure that none of my acquaintances do either. It may also be of interest for you to note that I am a contributing editor for a very large and popular family of blog websites. I am planning on writing a column about this experience that is sure to reach quite a large number of people and hopefully prevent them from wasting their money on your inferior service. As a whole I am extraordinarily disappointed and dissatisfied with your operations as well as your customer care. There is obviously no concern on your behalf about wanting repeat business. I would be surprised, with the advent of superior customer oriented airlines, if your company manages to stay in business much longer. | |
| Miguel cruz | 4/29/11 |
| Line air united continental american airline i financial you miguel cruz you new jersey lebanon 08833 hill and dale rd 39 want got financial make you designing design blueprinting blueprint timing time make businessing busiesss distirbution distirbute investing investment export import i watch want get got global economic market treasury trade you miguel cruz you want financial make you i it... | |
| marion pettis | 5/2/11 |
| My boss got sick and collapsed on the way back from an overseas trip. The flight attendants immediately called for medical help and 2 doctors that were on the flight came to the rescue. They cleared a row of 4 seats so he could fully recline was able to lie down and sleep for the duration of the trip. They cleared the way for him to exit the plane first upon arrival and United had arranged for medics to meet the plane. They went beyond the call of duty and my boss is so appreciative of the care and concern he received. We are so glad he was on board an airline that cares for people. | |
| Destiny | 5/4/11 |
| This has been the wrost time evre trying to book with United I dont feel like wasting any more of my time becasue it seems like all of our concerns are about the same. I had a credit had to pay change fees that was not my fault. I guess you live and learn. I will never use them again unless they are the last airline standing. Its very hard to get to the right people and eveyone points the finger at everyone else. I have email everyone under the son. I guess my next step wll be to my local news station , and the BBB maybe someone will here our cry. Good Luck on everyone else problems. | |
| Rob Dorchak | 3/31/11 |
| Hi, Back in December I got back from a trip after flying with United ofcourse. Our bags missed one of our flight so I was not able to get them as soon as we landed, instead we had them call us when it had arrived. Not a big deal, right, well that is what I thought. Since we did not receive the bags until late that night we did not unpack tham until the following day. This is when we discovered that my girlfriends bag was opened and not in the same order as the clothes had been put in there. Then the mother of all incidents on what is one of the worst things I have ever experienced was her brand new white $30 shirt had actual blood from an employee all over it and was stuffed in the very bottom of the suitcase. After, going to the airport, calling United,calling the baggage, going back and forth to airport, they finally tried to resolve by giving me a $250 voucher good for a year. I do not know where these people come from but that does not cover the fact that not only one shirt was ruined but we did not want anything to do with anything in the bag or the bag itself. I tried explaining this to everyone I spoke to and they kept bouncing me around from person to person. Then all the sudden I tried calling one day and they closed the case and all I have gotten is an automated service that will not let me through because It says the case was closed. Oh, and even better the only person I spoke to in order to try to get through to headquarters or somebody higher up that I really do not think would be happy with this situation from the beginning to now was a person in India that handles baggage services that had never flown with United airlines. Now, that is F@@#&ed up if you ask me. I still do not know what to do and I am not even sure if I want to fly with them again, therefore, the vouchers are pointless. Thank You | |
| Eric H | 3/17/11 |
| We live in San Diego. Our 13 year old daughter was at the Boston Ballet Summer School when she became ill. She was not getting proper care so my wife flew out and returned with my daughter to San Diego, where she immediately underwent surgery and was hospitalized for 2 weeks with a life-threatening illness. My wife flew back on our frequent flyer miles; we had enough for my daughter also, but instead I changed her return ticket over the phone, after determining the difference in ticket price would be $230. Comparable tickets from other airlines were available on the web at the time for ~$300. We were surprised to receive a month later a charge for a $1221 fare difference on our Credit Card. My best guess as to what happened is that the United agent in India with whom I spoke made a mistake in telling me the price. I noted in speaking with her that she seemed to be generally confused. We protested to UA as soon as we received the charge. We our daughter's hospitalization and there was no problem with UA dropping the change charge. In dispute is whether we owe the fare difference of $230 that I was quoted over the phone when I ordered the change, versus the $1221 that was charged by UA but was never authorized by myself or my wife. It is impossible to communicate with UA by phone or letter on disputed charges- it is only possible to communicate by email with someone in India who does not respond to the specifics of our situation but only sends generic emails repeating UA policy. UA apparently has no signed receipt or voice recording indicating that I authorized the charge. Strangely, I never received an email confirmation of the ticket or the charge, although I have received many other emails from UA. We have paid the disputed charge so that our credit rating is preserved. UA wins in the short term, but I will never fly United again. | |
| Peter Sandercock | 3/21/11 |
| Dear Sir / Madam We recently visited the United States; on our return to Australia we arrived at O'Hare airport to discover our flight to LA was cancelled. We were a group of 10 and we thought we would now be stranded. We encountered one of your attendants Linda Lenton who was absolutely fantastic and managed to get us to LA via Aspen and she did all this with a great spirit and effeciency. If you had more people like Linda your reputation as an airline would be greatly enhanced. Yours Peter S Melbourne Australia | |
| | 3/11/11 |
| I am temporarily handicapped and placed numerous calls to United Airlines reservations and customer service trying to verify how to get wheelchair assistance upon arrival at the airport. I have a walker and cant handle getting baggage to checkin. All agents answering calls are in India or Philappines and were worthless in providing any information on how to get assistance. One advised no assistance is provided until after going through security, one said get in touch with SKYCAP upon arrival, but had no idea how I would do that. Getting through to anyone in the US is impossible. Getting in touch with customer relations at corporate office is riduculous. This airline obviously isn't handicap friendly and its agents located in India and Philappines are worthless in providing any accurate information. On top of that, since they don't know the answers, they put you on hold forever to ask supervisors, who also don't know anything. I suggest United get its act together and become handicap friendly because it certainly isn't now!!! | |
| Julia S | 3/7/11 |
| Dear United Airlines, I am extremely upset over the “customer service” I have recently received. I was supposed to go on a trip with my boyfriend in January before I deployed. My deployment got moved up and I was unable to take the flight. Your company was gracious enough to not only hold my credit of $304.20 for one year but also waived the $150 transfer fee. I was very thankful for this, as the events were not under my control. While deployed I learned of infidelities, and needless to say, would not accept such treatment. When I was able to return from deployment I decided to take a trip, only now I am being told that I can only use $152.10 of the credit. This news is very disheartening and I do not understand the reasoning. I cannot and will not believe it is impossible to change one passenger’s name to another passenger’s name, other than because you don’t want to. Had I been going to another country and needed a visa, I would be more inclined to accept it. But this is a domestic flight. My confirmation email states, “Airline tickets are non-transferable. The name on your ticket must match the name on your government issued photo I.D. presented at time of check-in.” As this will be a completely different ticket, there is no reason why the names should not match. This appears to mean that tickets already purchased for a specific flight cannot be changed to another name, NOT that tickets from one flight cannot be changed to a completely different flight. Had my deployment been 15 months, as I have done previously, I should have been able to gift the credit amount to a friend. Your company would still receive the business and I would not have felt that I lost a large sum of money. Part of your hold message says, “Your business is important to us.” Your website, under company responsibility, says, “As a company, we realize that the actions we take and decisions we make matter. Learn about our sense of responsibility and commitment for doing what’s right.” I do not feel like my business is important to your company. By not allowing me to use the $304.20 credit, which I purchased, you are saying infidelity is ok, and I should not be entitled to the money I have already spent. By not telling me from the beginning that I would only be able to use half of the credit you are saying that it’s ok to withhold information. So I have made the reservations for my trip in April. The round trip cost was $397.30, of which I received $152.10 in credit. So my credit card was charged the additional $245.20. Had I received the full credit, as I should, I would have paid an additional $93.10. I never asked for a refund, but I’m asking for one now. There is no reason why I should not be entitled to the remainder of the credit. I look forward to your response. Julia S | |
| Josh | 2/27/11 |
| United Air USED to be great. Infact the amount of money I spent with them I could've bought a really NICE car with three-pointed star on it's hood. But they've been going down-hill recently. The worst just happened when they lost my bag from Chicago to Denver and I've been lied to and mis-informed by customer service (with thick accents in the Phillippines) on each occasion that I called. It seems like the agents just tell you stuff so that you don't get on their back and pass the burden onto the next agent that picks up your call. The bag has all my suits and presentation material for my meeting in the morning and I flew in all the way from Korea just for this meeting. You don't fly from Korea to Denver if it's not an important meeting! And now my meeting is ruined... Thank you United and your incompetent baggage handlers...they probably stole my bag and it's contents...it's a nice bag too worth over $3000...and the suits are all custom made worth over another $3000 each! They'll probably end up on eBay or something... *If anyone finds a Louis Vuitton travel bag, Zegna Su Misura suits, and a H. Huntsman and Sons (Saville Row!!! = $$$$$) double breasted blazer with custom red lining on eBay let me know. P.S. You just lost a very valuable customer...and it's not just me...my entire company and family fly on United because of the stupid mileage that we have accumulated. In this age of twitter and facebook the disatisfaction of just ONE angry customer can become a very powerful thing... Heed my warning... | |
| Carol | 2/21/11 |
| I booked 2 roundtrip tickets to Miami thru Expedia flying on United. A month after booking I received an email telling me my flight was changed. I needed to be in Miami by a certain hour because that was not my final destination. I was catching an international flight after arriving in Miami. Since the first change, I have received 2 more flight changes. That is 3 changes in 3 months. The last change I explained my situation that I had to be in Miami by such & such a time because of the international flight I had to catch & the change United gave me I would not be able to make my international flight. I explained my problem to United but they told me if I wanted to make the change it would cost me $150. each person even tho they made the change. After repeated phone calls & being the the line for hours & getting no where. I cancelled my reservation today & was told I would receive a credit for the full amount I paid to be used on a future United flight within a year of canceling. If & when I decide to use this "so called credit," I will then be charged an additional $150. per person for "changing" my original reservation. United changed me, I didn't make the changes but yet they want to charge me the fees. I have been on the phone with both United & Expedia for hours at a time. United has my money & I am stuck. I WILL NOT be using this so called credit because it will only cost me more money. I feel I've just lost $800. & now have to re-book another flight to Miami. I WILL NEVER FLY UNITED AGAIN & ADVISE OTHERS TO BE CAREFUL OF THEIR POLICY. They have my money & don't care about anything else. I will be writing their corporate office regarding this but doubt I will get anywhere. I feel I just lost $800. & still have to pay for 2 more round trip tickets to Miami -- another airline. I won't be surprised if United doesn't go under the way they run their business!! AWFUL AIRLINE!!! | |
| Catherine Blair | 12/21/10 |
| As a retired United employee I am completely disgusted with the pay disparity between Unted's top positions and its actual workers. It is morally wrong to pour all the money to a few already rich men while slashing the pay of loyal workers. I do not understand how they got away with it--and continue to. | |
| maria staab | 11/24/10 |
| never fly united again they left us stranted in bakersfield ca from san francisco ca going to lax we had to rent a car in order to get home 140$ plus gas and 3.5hrs of driving very disapointed | |
| Lawrence Koss | 11/24/10 |
| Now that Greg Tilton has retired from his $40M+ post as United's CEO, it seems he is still doing well. According to The Street ... "Upon completion of the merger, Glen Tilton retired as president and CEO of UAL Corp. He becomes nonexecutive chairman of the merged airline, however. The regulatory filing said Tilton, in his new role, will receive "enhanced payments and benefits in recognition of the unique contributions he is expected to make and the heightened responsibilities he is expected to have in the role of chairman of UAL in light of his prior roles leading UAL. Tilton will receive a $600,000 annual cash retainer and an annual equity grant of $150,000 in restricted stock units." Frankly, I'm so disappointed with the exploitation of this airline, I hope to never hear its name again. I have 12,487 miles toward a one-way ticket at 12,500. Could pay $67 to buy 1000 miles yet USAirways will sell 2000 miles for $27.50 - i.e., twice the miles for nearly 1/3 of the cost. Could buy something via United's store at 30 miles for every $1 spent, yet alas, the miles would not accrue in my United Miles account for six weeks. SIX WEEKS from a United store vendor? Heck I can send money anywhere in the world in a matter of minutes! I don't buy anything that United says in terms of valuing its customers. It is an exploitative airlines that even exploited its own employees when it was for a time employee-owned. And can you imagine Tilton taking a $366K bonus in the same year bankrupt UA sought salary and other concessions from union workers? And here's the kicker ... a 4/9/2007 letter to Congress by Greg Davidowitch, President of the United Master Executive Council that speaks to the "obscene" salary/beneits, etc. paid to Tilton from exploiting the flying public and UA's employees to death ... (check para #2) April 9, 2007 RE: United Airlines CEO and executive compensation Dear Representative: The alarming growth in wage disparity between executives and workers in this country is in critical need of Congressional attention. I call your attention to a gross example of this disparity that is emerging at United Airlines, where I represent 17,000 Flight Attendants in the Association of Flight Attendants-CWA. United Airlines CEO Glenn Tilton received $39.7 million in 2006, including salary, bonus, incentives, perks, above-market returns on deferred compensation and the estimated value of stock options and awards granted during the year. At the same time, United Flight Attendants continue to experience life- changing wage, healthcare and work rule concessions, along with termination of their pension plan. Incredibly, Tilton’s 2006 compensation exceeded the airline’s entire annual profit of $25 million reported by United’s parent company UAL, Inc (UAL). The United CEO and senior executive compensation package outpaced other corporate executive compensation by large margins. The Corporate Library, a corporate governance watchdog group, surveyed the proxy filings of 1,000 large U.S. companies and found that overall CEO compensation in increased at a rate of 16% in 2005 and 9.29% in 2006. By comparison, UAL Securities and Exchange Commission filings show Tilton and his suite of senior executives received increases in compensation equaling 40% on a year-over-year basis, as well as bonuses throughout the company’s bankruptcy. This troubling trend continues post-bankruptcy, in addition to generous stock rewards. The Institute for Policy Studies – United for a Fair Economy, reported in 2006 that executive wages were 411 times the average pay of workers. At United, Mr. Tilton’s executive compensation is 1,000 times what a Flight Attendant earns on average at the top of the pay scale, or over 2,000 the pay of a new hire. The airline industry is expected to report record profits in 2007 after a traditionally slow first quarter. The Air Transport Association (ATA), an airline trade group, conservatively forecast industry annual profits to be $4 billion this year, and some analysts predict that the industry could top the record profits of approximately $5.4 billion set in 1999. The dedication, sweat and sacrifice of all United employees have led United Airlines on the road toward sustained profitability. Shared sacrifice must now equal shared rewards. We are insisting that United Airlines executives uphold this premise promulgated by them during the course of bankruptcy and share the financial rewards management currently enjoys. The House Financial Services Committee proposed legislation (H.R. 1257) would let shareholders register disapproval of executive pay packages without the government directly regulating pay. This legislation is a step in the right direction and we encourage you to support it. We also believe that more must be done to provide solutions for workers who are suffering at the hands of executive greed. We call on Congress to act and end the disparity that exists between worker and executive compensation. Sincerely, Greg Davidowitch, President United Master Executive Council | |
| Bob Sundqusit | 11/17/10 |
| Someone used my credit card to purchase a ticket on United. I have just wasted 2 hours of my life trying to get a real live talking person on the phone and still have not been able to. There is apparently no way to talk to an actual living person on the phone at United. | |
| Craig | 11/18/10 |
| I have had the worst flying experience in my life and my family & friends will never fly united again. Worst customer service of any business I have ever dealt with. | |
| Todd Hartley | 11/20/10 |
| Absolutely, without a doubt, the worst company I've ever had to deal with. United has no idea what customer service is supposed to mean. | |
| Taurus Young Ceo of L A City Records | 10/15/10 |
| United Airlines Management : I am F--In mad at your way of doing business. Your voice computer and your customer service rep screwed up my ticketing for my Artist. Now she is left standing at the Forth Worth Dallas Airport and my card has a 72 hour reimberstment on it. This is BS. And I want my credit plus a $200 dollars for my artist suffering and missing that flight. I want to hear from you people asap. Taurus Young Ceo L A CITY RECORDS E-ticket receipt & travel itinerary Confirmation number: MHN9SD This e-mail address does not accommodate replies. Thank you for choosing United. Your E-Ticket® has been issued. Please review and print your itinerary and receipt. Travel itinerary Confirmation number: MHN9SD WASH/DULLES to DENVER departing Friday, October 15 UNITED 971 Depart: WASH/DULLES 6:00 AM Arrive: DENVER 7:50 AM Seat(s): NONSTOP Equip: 757 MP miles: 1452 UNITED ECONOMY In-Flight services: Meal: MEALS FOR SALE DENVER to ONTARIO CA departing Friday, October 15 UNITED 6144 * Depart: DENVER 9:21 AM Arrive: ONTARIO CA 10:34 AM Seat(s): NONSTOP Equip: CR7 MP miles: 819 UNITED ECONOMY In-Flight services: Meal: * OPERATED BY UNITED EXPRESS/SKYWEST AIRLINES PLEASE CHECK-IN AT UNITED AIRLINES E-ticket receipt Confirmation no.: MHN9SD Issued: 14 OCT 10 Number in party: 1 | |
| Suzanne | 10/8/10 |
| Oct. 8, 2010 Customer Relations WHQPW United Airlines PO Box 66100 Chicago, IL 60666 Att: Glenn F. Tilton Dear Mr. Tilton, I just got off the phone with customer service agent manager, where I was asked to rate the customer service. While the agents were kind enough the experience I had today will likely not make UA my first choice in flying. I received an e-certificate in August valued at $150, this was compensation for having lost our luggage. I was making reservations to fly my daughter home 12/16-1/19 from RIC to LAX round trip. When I searched thru Orbitz I located several flights for $300 including United for $304.00 (see attached). So I decided to go online with United and see if I could redeem my e-cert on such a flight which would mean I would be paying approx. $150.00 which sounded like a good deal. So I booked a flight for $314.00 for which I would assume my discount would be calculated at the final stage of my reservation. But when I finalized the purchase there was no credit. So I called an agent who explained that the amount I paid was originally $454.00 and that the price I paid included a discount. So basically the e certificate is a worthless token and one I won’t use. I asked to have refund for the purchase which the agent agreed to do, however I also forfeit the e-certificate. I have subsequently booked a flight on Delta and likely won’t book a flight thru UA if I don’t need to. I was once a Platinum member and enjoyed traveling with United but much has changed. While the customer service is satisfactory your policies are not. Sincerely, Suzanne Osler 00755457051 | |
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