My letter to United Airlines United Airlines, Do you ever wonder why people stop flying your airline? Well, I am pretty sure the short answer is because you suck. In case you are interested in a more specific example, I will give you my most recent experience. I am a medical student and had a last minute chance to spend a long weekend with my girlfriend but then ... I spent an hour with your agent (who was too stupid to correctly put me on hold while she bailed her husband out of jail on the other line) just to find out the only flight option would only give me a single day at my destination. Because there are few options that suck any less I opted for this arrangement. Now, fast forward a day and all the crap it takes to get to the airport and through security and to the departure gate, wait an hour until just before the on-time flight is supposed to leave and imagine my surprise when I am informed that your ground crew (for the incoming flight) was late and the plane had not even left for my location. How you didnt know the flight wasnt on-time when it hadnt even taken off by the time it was supposed to be landing is better left for another letter. Far more importantly was that this delay was significant enough that I could no longer make my connection. Now comes the real fun of my day. The agent on duty did not know how to use your ticketing system and the agent she called in for help was away for training and, when the one agent that did know how to use the system looked at my situation, all she could offer is a flight that got me to my destination just about in time to catch my flight home. Then, when I said that wasnt going to be acceptable: she first tried to cancel my reservation for next month, then told me I would be charged a fee to cancel my flight for today, and finally gave me a URL to a website to file a complaint that does not exist. In other words, your airline fails on about every conceivable metric. If one were to look for a silver lining in all of this, I guess it could be that at least you are consistent and have been for over 20 years. If you want more feedback, please feel free to contact me.
Posted on: Sat, 04 Oct 2014 01:18:02 +0000
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