United Customer Service,
The Scenario: I purchased a multi-city fare from United.com on 7/6/2011 flying from Houston TX (IAH) to Tucson, AZ, then flying from San Diego, CA to Washington Dulles (IAD). I realized once I had made the purchase that I made a mistake and meant to put IAD instead of IAH for my departure point. I called United customer service to let them know I had made a mistake and he said since it was within 24 hours (this was 5 minutes after the purchase) that I would not have to pay a transfer fee. He then proceeded to tell me that the difference would be $66.70. I said great and then he told me the flight that I would be taking.
The issue: I learned later that day that there was a 4 hour non-stop flight he could have put me on for $402 (each ticket) instead of the 8 hour flight he put me on for $426 (each ticket), but I brushed it off and said I would just deal with it.
More Issues: THEN, I find out two days later that the $66.70 gets charged twice on my card. I called up United and they said it was an extra $66.70 per ticket which was not what was conveyed in my phone call with customer service. That brings us to $460 per ticket! So now not only am I on the worst flight that he could have found for that day, but it’s also the most expensive flight he could have found. I can get online right now and get the exact same flights for $419 per ticket or shorter flights for even cheaper!
The result: This is unacceptable. I would prefer you just refund my money completely and let me order my tickets all over again (from United.com). I have been flying United for a while, if not remedied soon I will be taking by business elsewhere in the future.
Shaun Cell: (571) 969-8191

I was travelling from Korea to Los Angeles with a connected flight in San Francisco. Due to sudden cancellation of flight No.UA886, which is SF to LA, United Airline forced me to land at Orange County instead of Los Angeles International Airport (Flight No.UA6554). However, when I arrived at Orange County, John Wayne Airport, two of my luggage mis-located to some other place, so I had to paid for the extended ground transportation for myself about 50 miles from Orange County to downtown LA, and had to wait a day to receive my luggages. To make matters worse, when I received it one of my luggage was damaged to use properly next time. (photo of damaged handle is available upon request). I send a complaint email and receive a response below;

Dear Mr. Lee,

It is of utmost importance to us that the service extended to our
customers should be to their complete satisfaction, thus, we deeply
regret the inconvenience you experienced due to baggage mishandling.

Please be informed Mr. Lee, baggage is designed to protect its contents;
some scratches or dirt may appear despite care in normal handling.
United does not assume responsibility for damage to wet/soaked contents
or loss of protruding baggage parts such as zippers, straps, pockets,
pull handles, hanger hooks, wheels, feet, locks and oversized or
over-packed bags. For this reason we are unable to offer reimbursement
for your loss.

We are sorry that we gave you reason to be disappointed with United, and
regret that our response could not be more favorable. We are
continually working to improve our service and minimize baggage
mishandling. Situations such as this are no more acceptable to us than
they are to our guests, and I can assure you that your experience is not
typical of the standards we strive to maintain.

We appreciate you choosing us for your travels. We hope to welcome you
onboard again soon and will work to ensure that your future United
experiences are satisfactory in every respect.

Regards,

Kanika Arora
United Airlines Central Baggage Services

I have had nothing but problems making reservations with United Airlines. This is mainly due to the use of Foreign personnel agents to take your requests. Most, if not all, calls go to India, Malaysia, etc. Their English is poor and they do not understand complex booking arrangements. I have learned to use the International booking function on the phone which puts me into a U.S. based agent pool. This sometimes takes more than one call as you may be transfered back into the foreign-based domestic loop.

Unprovoked attack for over an hour by Continental Staff ganging up to try and have a father and his 5 year old son thrown off a plane for absolutely no reason. Results: A 5 year old child was traumatized and his father unlawfully abused, verbally assaulted, harassed and publicly humiliated by Continental Staff in front on a plane full of passengers and his son. Four passengers are prepared to give statements and there is a video tape of part of the incident recorded by one of the passenger. Details below:


1. Captain’s Involvement: I was wrongfully offended, unjustly embarrassed and intentionally humiliated publicly by the Captain over the airplane loud-speaker; he announced…"We are ready to take off though unfortunately we are being delayed because of a situation and problem with a First Class Passenger.” At no time did the Captain make a personal inquiry about the situation and was totally out of line in making such a public announcement. His actions were immature, unproductive (unhelpful to the situation) and totally unprofessional. The Captain’s remarks and actions caused the entire plane (economy class passengers) to look forward and form an incorrect negative opinion and conclusion of me. The Captains announcement insinuated that I was causing a problem and had behaved inappropriately or in a dangerous fashion and was the reason for the delay. The sole purpose for the Captain to make such an announcement must have been to intentionally embarrass, humiliate and offend me publicly. In addition to the initial embarrassment due to the Captain’s announcement, when I was removed from the plane against my will everyone on the plane was bitterly starring at me in disgust and anger. The Captain's action was an unprovoked personal attack against me; it was harassment and public humiliation thus unlawful. Captain’s physical description: Had salt and pepper mustache.

2. Female Hostess Involvement: When I first boarded the plane I went up to the female hostess while she was in the galley and explained to her the situation and asked for assistance. I specifically asked her if the flight had finished boarding. The female hostess was preparing drink and was unhelpful, unprofessional, rude, aggressive, abusive and hostile from the very first moment. As I saw she had no intention to help me, I then decided to speak with the passenger sitting beside my assigned seat to see if he was willing to move. During this conversation I was rudely interrupted by the hostess. She interfered with a civil conversation I was having with a passenger and ordered me to "stop speaking to the passenger...”I told you we haven't stopped boarding yet!" I calmly explained to her that I had all the right in the world to speak to the passenger and that I would not cease my conversation and that she was out-of-line in ordering me to do so. At that point when she realized she would not be able to stop me from continuing my conversation with the passenger, she once again rudely interrupted me...The hostess went on to falsely accuse me of being loud and aggressive and with hostility and aggression she took a step towards me and said..."Back off" trying to insinuate that I was going to assault her. I was stationary and didn't move a step throughout this entire process with my 5 year old son beside me. All this took place in-front of several passengers. Four particular passengers witnessed the whole thing and where outraged with her and the staffs behavior and the absurdity of overall situation. They are all prepared to give sworn testimony and confirm the events that transpired for over an hour, causing the plane to take off an hour late (after it's scheduled departure time).

3. Male Host (bald guy) Involvement: The host was in the galley during the above conversation, when the hostess got frustrated that I would not cease my conversation with the passenger she went to the galley and both the host and hostess came up to me. Host assaulted me...as he came up to me in a combative and offensive manner and using aggressive hand gestures said…"if there's a problem here, you're out of here, off this plane!"...such behavior scared my 5 year old son. Before making such comments host did not inquire about the situation or try to resolve it. He was more interested in supporting his female work colleague rather then to find out what the situation was and attempt to find a solution. Absolutely no effort was made by the host or anyone else to accommodate the situation. His behavior was totally unprofessional, abusive, harassing and his assault, unlawful. He then proceeded to call an "agent" to seek to have me and my son removed from the plane and went to speak to the Captain and then angrily stormed towards the exit of the plane.

4. Supervisor’s Involvement (one called Carlos): No one inquired about what truly happened. No one questioned any of the passengers even after several requests by me to do so. No one cared to hear the truth. No one made an effort to be fair to me and/or any other passenger and to understand what actually happened. For over an hour everyone (Continental Staff) seemed too pre-occupied in trying to find some excuse how to throw my son and I off the plane for absolutely no reason. They all ganged up on me and my son. They united and abused their professional powers of their position in a team effort to continue to engage in abusive and malicious behavior towards me and to continue to unlawfully harass me in front of my son and passengers for over an hour.

Supervisor (Carlos) continued to threaten to have my son and I removed from the plane and have me arrested if I didn't accompany him and his team of people off the plane. Part of the incident was filmed by a passenger/witness. Carlos also forcefully ordered a passenger to stop filming the conversation and physically tried to remove the camera. This is all on film.

Once off the plane, I informed Carlos about my intention to file a complaint. I asked what rights and recourse I had and the protocol for filing a complaint. He said the only thing I could do is go on-line and fill out a form (customer service form). I asked Carlos for everyone's name so I could proceed to do that and he refused to give them to me; saying that I would personally have to ask each employee and it was at their discretion to give me their names. I decided not to speak to the hostel employees and will have my attorney subpoena the flight records to get everyone’s details.

During this incident, I was asked on 2 occasions to step off the plane and abandon my 5 year old son...both times I refused to do so. Explaining that I had no intention to leave my son on the plane alone and/or have him continue to witness such hostile behavior towards me and that I did absolutely nothing wrong to warrant me having to disembark the plane or be treated in such an abusive and hostile fashion. I expressed that such request and behavior by Continental Staff was harassment and inappropriate. I explained that I was happy to discuss the situation with anyone on the plane (where I was) or for privacy in the front galley, so I could keep an eye on my son and he wouldn't have to witness the abuse. I further explained there was nothing to hide and that the passengers should witness to the efforts, conduct and conversation that was to take place by everyone involved.

6. The way all Continental Staff handled the situation made me feel like a common criminal...I was deeply offended, emotionally abused and nearly physically battered in front of my 5 year old son and passengers. I was treated and seen as a criminal by everyone for absolutely NO Cause or Reason! The incident caused me public embarrassment, humiliation and emotional distress. It traumatized my 5 year old son and caused him emotional distress as he was afraid of the staffs continued aggressive behavior towards me and realized there was something wrong. My son was very concerned and scared and asked me several times what was going on, what was wrong? He asked me if we where going to be separated and why they didn't want us to sit together? At one point my son asked me if they where going to arrest me? My son had to see me abandon him while being escorted and unwillingly removed from the plane and had to stay alone on the plane in fear and dismay.

As 4 witnesses and a video tape will confirm, at no time did I ever act inappropriately with anyone on the plane (passengers or Continental Staff). I was always calm and polite, kept my composure, my voice was never raised, I made no threats or did anything to provoke anyone. I diligently tried to explain the situation and understand what was going on myself. There was absolutely no reason for any of this unprofessional, abusive, harassing, threatening and unlawful behavior towards me and my 5 year old son by Continental Staff.

7. Due to this incident, I find myself reluctant to deal and communicate with airline staff and have serious concern about traveling on a plane again...The thought of this cause’s me serious stress and anxiety.

I don't know yet what short and/or long term affect this incident will have on my 5 year old son...I will let a professional child therapist make that assessment.

What action can I take to help avoid this from happening to another innocent passenger? Please advise, thank you.

I just thought you might like to know about our LAST excursion with United. We were scheduled to fly to Florida last Wednesday night from Grand Rapids, Michigan. Due to the weather this flight was cancelled. I can understand this cancellation, but the way we were treated was uncalled for. We asked if we could extend it a day on the other end because it would cut us short a day of our vacation to visit our mother. Of course you could do it for $125 a ticket. We were told it wasn't your fault so you didn't have to do anything for us. One of my sisters went on line to find another flight in the A.M. the next day but when we asked to be put on that flight it was extremely expensive. You would rather fly out with an empty plane then accommodate customers. So we were scheduled to depart Florida on Monday evening and then that flight was cancelled again due to weather in the eastern states. Why that should have affected our flight is a little surprising. So we did end up with our extra day in Florida after all. The problem with this is because we didn't know we were getting the extra day there was not preparation for somebody to fill in at our jobs for us. I am responsible for payroll and you know as well as I, everybody wants to get paid!!

This brings us to our return flight on Tuesday evening. We got to the airport on time and boarded the plane on time. We sat on the plane for a very long time, unsure of what was going on. I guess it was some technical difficulty. Needless to say we missed our connecting flight from Chicago to Grand Rapids. So late on Tuesday night we had to wait in a long line to find out they were putting us up in a hotel and we asked for food vouchers and were told they would not give us any. So that meant we had to pay for 2 meals we were not prepared to pay for. You see my sister is a diabetic and has to eat to take her insulin. (Fortunately she had that with her). So after waiting for about 1/2 hour the shuttle finally picked us up and we got a room assigned and then we went to the hotel restaurant to get a bite to eat. After finishing we went to the room they assigned us to and we could hear somebody else in that room. We knocked and a lady came to the door. I can imagine what her reaction would have been had we walked in on her.

Mind you during our entire ordeal not once was one of your representatives cordial to us in any way. All we were told is they could not help us and would not help us.

I have always heard to fly the friendly sky's with United. What has happened? I don't fly all that much, but I do make arrangements for my employers to fly and believe me I am going to think twice before scheduling with United. If your new image had anything to do with the new name "TED", you would be better off going back to the old name and old way of treating people. A little kindness and accommodation will go much farther then treating people like they don't matter.

I am not one to complain, but it has bothered me so much to be treated the way we were I thought it warranted a letter. I'm certain nothing will be done about it after all its not your problem. As we were told many times.