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01 May 2012

United Express could have been faster

Date: 23 April 2012
Airline: United Flight UA4892
Location: Newark Liberty

My wife and I waited in the checkout line (Terminal A - United Express) for over two hours. Four of the eight kiosks were out of order. Two employees were working diligently but two others were very slow and unresponsive. One of them directed us to a kiosk that was out of order. When I told her it was out of order she did nothing to help us, and several other customers jumped ahead of us. The line was unsupervised, and frustrated customers occasionally jumped to the express line.

We then had to take a shuttle bus to Terminal C, and just barely made our flight, even though we had arrived at the airport 2 1/2 hours early.

When we arrived in Pittsburgh we discovered that our 2 checked bags ($50) were not on the plane. We are still awaiting resolution to that problem.

This is not our first disastrous experience with United. Generally speaking I find United employees to be rude and contemptuous to their customers. They have no sense of professionalism, courtesy or empathy.

- Matthew

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