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26 April 2012

Another customer service failure from merger of United and Continental

Letter sent to United CEO Jeff Smisek

Flight scheduled for 5 July 2012

I want to register a complaint about recent arrangements on United for a trip to Maui on July 5, 2012. I have been a loyal United customer for many years, flying domestic and international routes many times. Over the years I have been frustrated by frequent schedule and seating changes. Once again this has raised its ugly head!

You will see that I have flights scheduled through September of this year. I have Multiple Sclerosis and the wife has had recent knee replacement surgery. We always book a bulkhead for our comfort, in Economy Plus. We used to fly Business Class, but the cost is now completely ridiculous.
At any rate, we booked six tickets to Maui. All Economy Plus seats. I held Elite Status at the time I booked this flight. I am not sure what level my status is now as I have not received a new Mileage Plus care since January 2010.

(passenger describes how the current booking arrangement separates family members, including a child)

I spent hours on the phone, mostly waiting to talk to a live person, but to no avail. I was finally transferred to an offshore facility in the Philippines. I talked to two nice ladies, one a supervisor neither who could resolve this issue. I was told by the first CSR named Leri, that customer relations could not call me back. Does the phone only work one way? The supervisor I spoke with said she (Mejia V02873) would have Customer Relations call me on Monday, April 16. Never got the call.

I booked Economy Plus seats, sitting together with my wife daughter and her family. What are you going to do about this? I understand the complexity of merging two airlines. Perhaps this is a result of putting a Continental Airframe on this flight. I had a contract with you and you have not honored it. I pray your organization does not screw up my travel arrangements in September.

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