Date: 17 March 2012
Airline: United, flight 727
Location: San Francisco
At San Francisco airport our flight did not board until 1:10 pm (our scheduled departure time was 12:47 pm). We were told in advance that there was some issues with the landing strip and we would be delayed. After boarding late, the plane did not take off for at least another hour.
During the duration of our flight many of us passengers were concerned about our connecting flights. We were told countless times that our flights would be notified of the delay because it was not our fault. When we landed which was no earlier then 9:46 pm we still had to leave the plane and travel across the airport to our next gate, by 9:55 pm.
The flight attendants told all passengers with connecting flights to see the woman at the desk and she would explain to us what we needed to do. When we got to the counter, the woman had no information to our flight to HPX (Fort Campbell, KY), instead she proceeded to help all other customers before looking up in the computer.
Once we had the gate and ran as fast as we could to it, the flight had already left. We got in line to speak with United representatives who were very unhelpful. All they could tell us was that there were no hotels in the area for us, and if we could find one United was NOT going to pay for the cost of it. We were also told that if we wanted food we had to go to another section of the airport, come to find out ALL of the food places are closed.
Not only have I been on an airplane for the majority of the day, but now I will be in an airport for the night. This delay is causing everyone in my party to miss work, a huge inconvenience. We have no where to eat, no where to sleep. No customer service rep will be of help to us. Not one person that is associated to United Airlines has any concern for us 7 passengers that missed our flight to HPX and the rest of the passengers from our flight, who missed their other flights have not been helped either.
I want to make it clear that I will not stop making complaints until I have been taken care of accordingly.
-Emily
Showing posts with label agent. Show all posts
Showing posts with label agent. Show all posts
18 May 2012
Delta changes departure airport but does not tell passenger
Date: October 24, 2011
Location: New York (JFK and Newark)
Airline: Delta
I am writing to file an official complaint for the failure of Delta Airlines to get me on the flight I purchased from JFK to Bonaire Island on October 15, 2011. I have been credited $359 as a result of not being informed of the airport change to Newark from JFK and I appreciate that gesture even though there is a $150 reissuance fee and it was the fault of Delta.
The $359 covers the flight your staff caused me to miss, however, I incurred several expenses as well as 24 hours of missed vacation time due to the incompetence of three Delta agents who had unbelievably surrey attitudes towards me. Below is a recount of the horrific customer experience at Delta and the expenses I incurred as a result of the failed flight.
I fully expect to be reimbursed for the amount below as they were direct out of pocket expenses. I will never be able to recapture the lost 24 hours in Bonaire, but I completely expect to be reimbursed for the out of pocket expenses. I plan to escalate this complaint until I receive
full reimbursement for the disastrous experience with Delta.
July 28, 2011
- Purchased one way flight from JFK – Bonaire via Atlanta for $359
- Delta flight 1743 JFK – Atlanta 6:25am – 9:45 am
- Delta flight 663 Atlanta – Bonaire 9.45am – 2:45pm
August 8, 2011
Received an email from Expedia that my flight departure had been changed and called into customer service to verify. Made note of the time change for departure.
October 15, 2011
Arrived for flight at 5am and spent 15 minutes with curbside attendant before he told me I had to go inside and that there was no record of my flight. Found first agent inside at 5.15 and she told me that I was booked out of Newark despite my printed itinerary reflecting JFK. She spent another 15 minutes trying to figure things out before she sent me to the head Agent (Shane) who said "We were killing him with all of these issues so early in the morning".
He told me I was too late to get on the 6:25 am flight. I pleaded and begged as all of the signs posted said 60 minutes prior to flight would ensure getting on board. I was well within that time frame when I got to Shane and there were no lines in security. He let other agents interrupt him and worked on their issues despite the fact that there was a 6:25 am flight leaving to Atlanta out of JFK that he could have placed me on in plenty of time.
He sent me to a female agent who said there was no way to make the flight and that she was getting off duty. She disappeared with my entire travel itinerary and no one could find it at the airport. With tears running down my face and feeling defeated, I went outside to use my iPhone and rebook another flight after your staff said, "Sorry, you were too late."
It was really an awful experience. I then had to book a new flight that took 13 hours and cost $1,396 for a one-way flight to Bonaire departing out of JFK at 11.55pm on October 15th (17 hours after my original flight time) as this was the cheapest and quickest flight down to a 7 day pre-booked vacation package. Not to mention, I had to fly all the way down to Ecuador and then back up to Bonaire.
Knowing that flights to Bonaire are so limited your staff should have called down to the gate to let them know I was coming at 5:20 am (65 minutes prior to departure). They could have cared less that I was going to miss the first 24 hours of my vacation and incur several hundred dollars beyond what I'd already spent on the first failed flight.
Expenses incurred as a result of the failed flight
- One-way airfare JFK – Bonaire $1,276.30
- Cab back to NYC at 7am - $58.30
- Cab back to airport 14 hours later - $60.00
- Lunch - $22.00
- Dinner - $66.53
- One night lost hotel cost in Bonaire - $168.32
- Total amount: $1,651.45
If we can resolve this disaster, I fully plan on flying Delta again in the future. I am a reasonable person and will chalk it up to poor personnel decisions so long as Delta recognizes and takes accountability for the expensive and poor customer experience I endured and reimburses me in full for the unnecessary expenditure and missed 24 hours of vacation time. If not, I fully plan to file a complaint with every organization possible and write multiple poor reviews on every web site I can find. There are options for air travel and Delta performed poorly against KLM and the other international carriers.
-Jill
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Seattle, WA
Location: New York (JFK and Newark)
Airline: Delta
I am writing to file an official complaint for the failure of Delta Airlines to get me on the flight I purchased from JFK to Bonaire Island on October 15, 2011. I have been credited $359 as a result of not being informed of the airport change to Newark from JFK and I appreciate that gesture even though there is a $150 reissuance fee and it was the fault of Delta.
The $359 covers the flight your staff caused me to miss, however, I incurred several expenses as well as 24 hours of missed vacation time due to the incompetence of three Delta agents who had unbelievably surrey attitudes towards me. Below is a recount of the horrific customer experience at Delta and the expenses I incurred as a result of the failed flight.
I fully expect to be reimbursed for the amount below as they were direct out of pocket expenses. I will never be able to recapture the lost 24 hours in Bonaire, but I completely expect to be reimbursed for the out of pocket expenses. I plan to escalate this complaint until I receive
full reimbursement for the disastrous experience with Delta.
July 28, 2011
- Purchased one way flight from JFK – Bonaire via Atlanta for $359
- Delta flight 1743 JFK – Atlanta 6:25am – 9:45 am
- Delta flight 663 Atlanta – Bonaire 9.45am – 2:45pm
August 8, 2011
Received an email from Expedia that my flight departure had been changed and called into customer service to verify. Made note of the time change for departure.
October 15, 2011
Arrived for flight at 5am and spent 15 minutes with curbside attendant before he told me I had to go inside and that there was no record of my flight. Found first agent inside at 5.15 and she told me that I was booked out of Newark despite my printed itinerary reflecting JFK. She spent another 15 minutes trying to figure things out before she sent me to the head Agent (Shane) who said "We were killing him with all of these issues so early in the morning".
He told me I was too late to get on the 6:25 am flight. I pleaded and begged as all of the signs posted said 60 minutes prior to flight would ensure getting on board. I was well within that time frame when I got to Shane and there were no lines in security. He let other agents interrupt him and worked on their issues despite the fact that there was a 6:25 am flight leaving to Atlanta out of JFK that he could have placed me on in plenty of time.
He sent me to a female agent who said there was no way to make the flight and that she was getting off duty. She disappeared with my entire travel itinerary and no one could find it at the airport. With tears running down my face and feeling defeated, I went outside to use my iPhone and rebook another flight after your staff said, "Sorry, you were too late."
It was really an awful experience. I then had to book a new flight that took 13 hours and cost $1,396 for a one-way flight to Bonaire departing out of JFK at 11.55pm on October 15th (17 hours after my original flight time) as this was the cheapest and quickest flight down to a 7 day pre-booked vacation package. Not to mention, I had to fly all the way down to Ecuador and then back up to Bonaire.
Knowing that flights to Bonaire are so limited your staff should have called down to the gate to let them know I was coming at 5:20 am (65 minutes prior to departure). They could have cared less that I was going to miss the first 24 hours of my vacation and incur several hundred dollars beyond what I'd already spent on the first failed flight.
Expenses incurred as a result of the failed flight
- One-way airfare JFK – Bonaire $1,276.30
- Cab back to NYC at 7am - $58.30
- Cab back to airport 14 hours later - $60.00
- Lunch - $22.00
- Dinner - $66.53
- One night lost hotel cost in Bonaire - $168.32
- Total amount: $1,651.45
If we can resolve this disaster, I fully plan on flying Delta again in the future. I am a reasonable person and will chalk it up to poor personnel decisions so long as Delta recognizes and takes accountability for the expensive and poor customer experience I endured and reimburses me in full for the unnecessary expenditure and missed 24 hours of vacation time. If not, I fully plan to file a complaint with every organization possible and write multiple poor reviews on every web site I can find. There are options for air travel and Delta performed poorly against KLM and the other international carriers.
-Jill
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13 May 2012
First class prices with second class speed
Date: 15 March 2012
Airline: US Airways, flight 959
Location: San Francisco, CA
My compannion Ana xxx and I bought round trip first class tickets Miami-Charlotte-San Francisco-Charlotte- Miami on US Airways at a cost of about $1,500 per person. On the return trip, US Airways San Francisco to Charlotte flight 959 was delayed, partially due late arrival and the rest due to an extremely slow boarding process aided by poor airline personnel direction/supervision, requiring over 40 minutes for a mid-sized Airbus A321 aircraft.
As a result we arrived at Charlotte 5 minutes BEFORE the Charlotte to Miami connecting departure. We ran to the Gate which was close to the arriving gate getting there at 10:22 pm, two minutes past departure.
We were told the flight had actually left the gate several minutes BEFORE regular departure time of 1020 pm (Flight crew decision). In other words not only did US Airways made no effort to protect connecting passengers by a couple of minutes, the aircraft actuall blocked off BEFORE departure sked time.
We were rerouted to next morning flight to Miami, downgraded from first class to economy and were denied overnight accommodations.
We asked for a refund for the Charlotte-Miami difference between first class and economy and were refunded $31 for each passenger, a total of $62
which obviously is too low.
We are requesting an upward adjustment in the refund to reflect the difference between first class and economy for the Charlotte-Miami flight segment plus a refund for the hotel ($55). US airways conveniently blamed the delay on ATC and weather, ignoring the incompetent boarding process in San Francisco.
- Ramon
Airline: US Airways, flight 959
Location: San Francisco, CA
My compannion Ana xxx and I bought round trip first class tickets Miami-Charlotte-San Francisco-Charlotte- Miami on US Airways at a cost of about $1,500 per person. On the return trip, US Airways San Francisco to Charlotte flight 959 was delayed, partially due late arrival and the rest due to an extremely slow boarding process aided by poor airline personnel direction/supervision, requiring over 40 minutes for a mid-sized Airbus A321 aircraft.
As a result we arrived at Charlotte 5 minutes BEFORE the Charlotte to Miami connecting departure. We ran to the Gate which was close to the arriving gate getting there at 10:22 pm, two minutes past departure.
We were told the flight had actually left the gate several minutes BEFORE regular departure time of 1020 pm (Flight crew decision). In other words not only did US Airways made no effort to protect connecting passengers by a couple of minutes, the aircraft actuall blocked off BEFORE departure sked time.
We were rerouted to next morning flight to Miami, downgraded from first class to economy and were denied overnight accommodations.
We asked for a refund for the Charlotte-Miami difference between first class and economy and were refunded $31 for each passenger, a total of $62
which obviously is too low.
We are requesting an upward adjustment in the refund to reflect the difference between first class and economy for the Charlotte-Miami flight segment plus a refund for the hotel ($55). US airways conveniently blamed the delay on ATC and weather, ignoring the incompetent boarding process in San Francisco.
- Ramon
09 May 2012
Gate agents don't smile like they used to
Date: 22 April 2012
Airline: United Flight 5155e
Location: Newark Liberty
Flight had been announced to be delayed by two hours, and as I waited, I must have missed hearing an announcement that it was back on time. When I discovered the plane was boarding, I walked up to the gate to verify, and told the gate lady that I thought the flight wasn't leaving for a couple of hours.
She shortly responded that she had announced that the plane was back on schedule. I told her great, thank you, sorry I missed that, and smiled. She turned away rudely, so I handed her my boarding pass, smiled again warmly and said, it's okay, smile.
She responded: I don't have to smile to YOU!
I told her that I apologize for not hearing her but we can still smile and enjoy the day, and she refused to talk to me. Her coworker or supervisor watched and said nothing.
- Deana
Airline: United Flight 5155e
Location: Newark Liberty
Flight had been announced to be delayed by two hours, and as I waited, I must have missed hearing an announcement that it was back on time. When I discovered the plane was boarding, I walked up to the gate to verify, and told the gate lady that I thought the flight wasn't leaving for a couple of hours.
She shortly responded that she had announced that the plane was back on schedule. I told her great, thank you, sorry I missed that, and smiled. She turned away rudely, so I handed her my boarding pass, smiled again warmly and said, it's okay, smile.
She responded: I don't have to smile to YOU!
I told her that I apologize for not hearing her but we can still smile and enjoy the day, and she refused to talk to me. Her coworker or supervisor watched and said nothing.
- Deana
06 May 2012
Gate agents speak ill of passenger behind his back
Date: 26: April 2012
Airline: US Airways, flight 1760
Location: Charlotte, NC
I traveled from Cincinnati (flight 2709) to Charlotte (flight 1760) to Hartford, CT on April 26, 2012. When I arrived at the airport in Cincinnati, I was instructed that I was being put on an earlier flight because of weather in Charlotte. The agent printed me two boarding passes that displayed my reserved seat numbers. I arrived in Charlotte and was at the gate for over an hour before the flight left. When I went to board the plane, the agent scanned my boarding pass and asked me to step to the side where the agent Ron would assist me.
The agent punched a couple of keys and said, "Oh my…looks like you won't be getting out of here until the next flight. You can have a seat over there. The next flight isn't until 8:30 pm. Looks like you have a few hours to wait." I said I purchased the ticket in February, my boarding pass indicates I have a seat and that I needed to be in Connecticut by 6:30 pm. He simply looked at me and said, "I don't know what to tell you." I questioned how they could give my seat away when I had a boarding pass with a reserved seat.
The supervisor then brought up a separate conversation about the gentlemen before me and how they should have called the police and had him arrested because he became upset that they gave his seat away. I overheard that conversation, and the gentlemen they were referring to was NOT rude. He simply was asking questions to understand how they could give away his seat and downgrade him when he was clearly a gold member frequent flyer.
After he boarded the plane, the supervisor (older women, gray hair, heavy set around 5 feet 3) continued to bad mouth him in front of all the customers; threatening how she was going to take care of this situation; how the agent should have called the police and have him 'thrown' off the plane, etc.
I was appalled by their behavior and the lack of respect they were showing this man. This type of issue should not be discussed at the counter where everyone can hear. It should be discussed in privacy to not discredit and disrespect customers when they aren't there.
I felt threatened that the supervisor was indirectly warning me that if I kept asking questions, they would call the police on me if I didn't just say okay and had a seat. I never raised my voice nor was I rude. It was critical that I was in Connecticut as originally planned. They clearly overbooked the flight, but they never asked for volunteers to give up their seats.
Again, I told the agent how important it was that I be in Connecticut by 6:30 and asked if they could please see if there were any empty seats. He proceeded to tell me all his problems; demonstrated frustration through verbal and non-verbal expressions and repeated twenty times it wasn't his fault. The lack of accountability, poor customer service and unprofessionalism this gentlemen and the supervisor continued to demonstrate was ridiculous.
I eventually got on the plane, which the agent and the supervisor proceeded to act as though they did "ME" a big favor. I fly every week to a different state with my job. I will NEVER fly US Airways again and I will be sure to share my experience with the travel department. The CEO Letter by Doug Parker states "Doing Our Very Best". If that is what they consider their very best, perhaps they should benchmark against Southwest and how they treat their customers. Southwest is one best airlines I have ever flown.
US Airways need to remember without customers flying their airline, they wouldn't have a job. Customers should not be threaten with the police because they are simply inquiring why their seat was given away with no effort for resolution, compensation or accommodations.
- Brenda
Airline: US Airways, flight 1760
Location: Charlotte, NC
I traveled from Cincinnati (flight 2709) to Charlotte (flight 1760) to Hartford, CT on April 26, 2012. When I arrived at the airport in Cincinnati, I was instructed that I was being put on an earlier flight because of weather in Charlotte. The agent printed me two boarding passes that displayed my reserved seat numbers. I arrived in Charlotte and was at the gate for over an hour before the flight left. When I went to board the plane, the agent scanned my boarding pass and asked me to step to the side where the agent Ron would assist me.
The agent punched a couple of keys and said, "Oh my…looks like you won't be getting out of here until the next flight. You can have a seat over there. The next flight isn't until 8:30 pm. Looks like you have a few hours to wait." I said I purchased the ticket in February, my boarding pass indicates I have a seat and that I needed to be in Connecticut by 6:30 pm. He simply looked at me and said, "I don't know what to tell you." I questioned how they could give my seat away when I had a boarding pass with a reserved seat.
The supervisor then brought up a separate conversation about the gentlemen before me and how they should have called the police and had him arrested because he became upset that they gave his seat away. I overheard that conversation, and the gentlemen they were referring to was NOT rude. He simply was asking questions to understand how they could give away his seat and downgrade him when he was clearly a gold member frequent flyer.
After he boarded the plane, the supervisor (older women, gray hair, heavy set around 5 feet 3) continued to bad mouth him in front of all the customers; threatening how she was going to take care of this situation; how the agent should have called the police and have him 'thrown' off the plane, etc.
I was appalled by their behavior and the lack of respect they were showing this man. This type of issue should not be discussed at the counter where everyone can hear. It should be discussed in privacy to not discredit and disrespect customers when they aren't there.
I felt threatened that the supervisor was indirectly warning me that if I kept asking questions, they would call the police on me if I didn't just say okay and had a seat. I never raised my voice nor was I rude. It was critical that I was in Connecticut as originally planned. They clearly overbooked the flight, but they never asked for volunteers to give up their seats.
Again, I told the agent how important it was that I be in Connecticut by 6:30 and asked if they could please see if there were any empty seats. He proceeded to tell me all his problems; demonstrated frustration through verbal and non-verbal expressions and repeated twenty times it wasn't his fault. The lack of accountability, poor customer service and unprofessionalism this gentlemen and the supervisor continued to demonstrate was ridiculous.
I eventually got on the plane, which the agent and the supervisor proceeded to act as though they did "ME" a big favor. I fly every week to a different state with my job. I will NEVER fly US Airways again and I will be sure to share my experience with the travel department. The CEO Letter by Doug Parker states "Doing Our Very Best". If that is what they consider their very best, perhaps they should benchmark against Southwest and how they treat their customers. Southwest is one best airlines I have ever flown.
US Airways need to remember without customers flying their airline, they wouldn't have a job. Customers should not be threaten with the police because they are simply inquiring why their seat was given away with no effort for resolution, compensation or accommodations.
- Brenda
04 May 2012
Offshore telephone customer service agent can't understand a customer
Date: 27 March 2012
Flight: United, flight UA1010
Location: Newark
Original Message
To whom it may concern,
I have been using Continental Airlines for most of my adult life (living in NJ near your Newark Hub), and never have I encountered such problems as last night!
It began when my company asked me to book a flight to Florida for an emergency client meeting schedule in 2 days. My wife booked the tickets as she normally does, but this trip we would also be celebrating our 42nd wedding anniversary, so she would accompany me. As per normal, we checked in 24 hours before flight time to try and upgrade our economy seats to first class…special trip.
When I tried to do that, the "system" said I wasn't yet ticketed, so 1st class options weren't available to me (6 seats were available).
Frustrated by that I tried to refresh the screen repeatedly figuring the system has my money, the bank verified the $929.20 plus a $1.00 charge had been withdrawn so it must need to "catch up".
After several attempts, still no ticket, although the "system" allowed me to change my seats from row 40 to row 22, it still said I wasn't ticketed…strange.
I tried the "chat" but that didn't address this problem and kept trying to direct me elsewhere…automated mischief. Ironically, I work the "Chat line" for our ClipTraining company, real people chatting with clients imagine that, no automated mischief!
After wasting precious "upgrade opportunity" (now only 3 seats available in 1st class) I decided to "go live" what a mistake that was. The auto attendant told me my wait would be 30 minutes, 2 hours later a totally inept person who must not have ever booked a ticket herself tried to help me, but after repeatedly having to "speak with a supervisor" she failed miserably to resolve the issue.
In total frustration I requested she just let me speak with the "Supervisor" myself and cut out the "middle man" (woman).
"Marian" (really?) was equally inept and then as she is actually re-assuring me my debit card would not be "charged a 2nd time" despite my suspicions, it happens! My wife was on the banking site trying to prove the money had been taken out of our account and she sees another $929.20 taken! Now the Airline is "holding $1858.40" of my money and still I have not been ticketed!
I'm not prejudiced, but I really don't think the Pilipino Call center works very well I really think it would be worth it to allow problem calls to be escalated to an American call center where there is a shot these people have actually booked a ticket on a major airline and have some clue as to dealing with customers.
At this point, I don't know if I am flying out to Florida today to make my Business meeting tomorrow, but suffice it to say I'm not a fan of the merger with United if this is a sample of the new and "improved company.
I hope my experience proves helpful in rectifying some of these problems for your future customers, of which I may not be…
Regards,
John xxx
United Responds
Dear Mr. xxx;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie xxx
Customer Care
The Customer Responds to the Response
Dear Jackie,
We actually did have a ticket, although your system didn't acknowledge it until it was too late for me to upgrade. I did make my meeting, thank you for your concern ... but,
You seem to misunderstand, on so many levels…you have a serious problem here ... are you based in the Philippines' also?
The point is…it does matter where the call is handled, if it's not handled properly and you can trace that to a location… especially when the perception is the service is never the same as in the US.
The other misunderstanding you have is, it wasn't hard for me to understand your Philippines based agent (I have a number of Philippine friends) it was impossible for them to understand me, that's why I suspect you are also in the Philippines', their misunderstanding and ineptitude was so much so that they didn't even know they were charging my credit card a 2nd time, while I was watching it happen.
This is not a new problem and I more than most understand the economics behind the company decision to "off shore" these issues. I just think you drop the ball here in not recognizing the need to have a better escalation plan, when your agents are having a problem send it back to the States with an apology and try to fix the problem with someone who really understands.
Another part of their ignorance was clearly shown when they attempted to blame someone else for charging my account the 2nd time…they have the sheer idiocy to say, "maybe it was someone else charging my card" for the exact amount and "they" somehow convinced my bank to list it as United Airlines again!
You have these sessions recorded "for training purposes" you should "go back to the tapes" and let some American call center people advise you of the failures here, because you apparently still don't get it!
As I was at the airport explaining my dilemma to the American woman at the counter, Jennifer was very helpful at straightening things out and getting us our tickets. She did mention her concern as did others we spoke with that the merger has caused many similar difficulties and there have been many problems not getting worked out properly…I would advise you,
Let the Continental Staff work it out…it seems the United Staff are not up to the job!
Not happy with your lack of concern for the demise of a once great airline like Continental.
- John
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From: Customerrelations@united.com [mailto:customerrelations@united.com]
Sent: Saturday, April 14, 2012 1:46 PM
To: John xxx
Subject: United Airlines Case ID xxx
Dear Mr. Duggan;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie Monroe
Customer Care
Flight: United, flight UA1010
Location: Newark
Original Message
To whom it may concern,
I have been using Continental Airlines for most of my adult life (living in NJ near your Newark Hub), and never have I encountered such problems as last night!
It began when my company asked me to book a flight to Florida for an emergency client meeting schedule in 2 days. My wife booked the tickets as she normally does, but this trip we would also be celebrating our 42nd wedding anniversary, so she would accompany me. As per normal, we checked in 24 hours before flight time to try and upgrade our economy seats to first class…special trip.
When I tried to do that, the "system" said I wasn't yet ticketed, so 1st class options weren't available to me (6 seats were available).
Frustrated by that I tried to refresh the screen repeatedly figuring the system has my money, the bank verified the $929.20 plus a $1.00 charge had been withdrawn so it must need to "catch up".
After several attempts, still no ticket, although the "system" allowed me to change my seats from row 40 to row 22, it still said I wasn't ticketed…strange.
I tried the "chat" but that didn't address this problem and kept trying to direct me elsewhere…automated mischief. Ironically, I work the "Chat line" for our ClipTraining company, real people chatting with clients imagine that, no automated mischief!
After wasting precious "upgrade opportunity" (now only 3 seats available in 1st class) I decided to "go live" what a mistake that was. The auto attendant told me my wait would be 30 minutes, 2 hours later a totally inept person who must not have ever booked a ticket herself tried to help me, but after repeatedly having to "speak with a supervisor" she failed miserably to resolve the issue.
In total frustration I requested she just let me speak with the "Supervisor" myself and cut out the "middle man" (woman).
"Marian" (really?) was equally inept and then as she is actually re-assuring me my debit card would not be "charged a 2nd time" despite my suspicions, it happens! My wife was on the banking site trying to prove the money had been taken out of our account and she sees another $929.20 taken! Now the Airline is "holding $1858.40" of my money and still I have not been ticketed!
I'm not prejudiced, but I really don't think the Pilipino Call center works very well I really think it would be worth it to allow problem calls to be escalated to an American call center where there is a shot these people have actually booked a ticket on a major airline and have some clue as to dealing with customers.
At this point, I don't know if I am flying out to Florida today to make my Business meeting tomorrow, but suffice it to say I'm not a fan of the merger with United if this is a sample of the new and "improved company.
I hope my experience proves helpful in rectifying some of these problems for your future customers, of which I may not be…
Regards,
John xxx
United Responds
Dear Mr. xxx;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie xxx
Customer Care
The Customer Responds to the Response
Dear Jackie,
We actually did have a ticket, although your system didn't acknowledge it until it was too late for me to upgrade. I did make my meeting, thank you for your concern ... but,
You seem to misunderstand, on so many levels…you have a serious problem here ... are you based in the Philippines' also?
The point is…it does matter where the call is handled, if it's not handled properly and you can trace that to a location… especially when the perception is the service is never the same as in the US.
The other misunderstanding you have is, it wasn't hard for me to understand your Philippines based agent (I have a number of Philippine friends) it was impossible for them to understand me, that's why I suspect you are also in the Philippines', their misunderstanding and ineptitude was so much so that they didn't even know they were charging my credit card a 2nd time, while I was watching it happen.
This is not a new problem and I more than most understand the economics behind the company decision to "off shore" these issues. I just think you drop the ball here in not recognizing the need to have a better escalation plan, when your agents are having a problem send it back to the States with an apology and try to fix the problem with someone who really understands.
Another part of their ignorance was clearly shown when they attempted to blame someone else for charging my account the 2nd time…they have the sheer idiocy to say, "maybe it was someone else charging my card" for the exact amount and "they" somehow convinced my bank to list it as United Airlines again!
You have these sessions recorded "for training purposes" you should "go back to the tapes" and let some American call center people advise you of the failures here, because you apparently still don't get it!
As I was at the airport explaining my dilemma to the American woman at the counter, Jennifer was very helpful at straightening things out and getting us our tickets. She did mention her concern as did others we spoke with that the merger has caused many similar difficulties and there have been many problems not getting worked out properly…I would advise you,
Let the Continental Staff work it out…it seems the United Staff are not up to the job!
Not happy with your lack of concern for the demise of a once great airline like Continental.
- John
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From: Customerrelations@united.com [mailto:customerrelations@united.com]
Sent: Saturday, April 14, 2012 1:46 PM
To: John xxx
Subject: United Airlines Case ID xxx
Dear Mr. Duggan;
Thank you for writing us. I'm sorry that you received poor service from our Reservations Department. It shouldn't matter where your call is handled; the service should still be the same. I regret it was difficult for you to understand our agent which led to your frustrating experience.
Our offshore representatives receive thorough testing for both proficiency and understanding of the English language. After passing the proficiency test they are given the same training as our U.S. based agents. Our calls are monitored for quality assurance and agents receive regular training and coaching to ensure that the best service is offered.
I have forwarded your comments regarding the issues you also had getting your reservation ticketed. Since our completed merger in early March, we are working to get all glitches addressed and working correctly. Your comments will tell us where we still need to improve. We appreciate your business.
Regards,
Jackie Monroe
Customer Care
29 April 2012
Another reason to confirm anything your airline says about flight delays
Date: 21 April 2012
Airline: Delta, Flight DL833
Location: San Diego
Mechanical problems with the first flight caused a delay, asked about connections and were told we were probably fine but they couldn't check, landed in detroit and were told to sit tight until a gate agent told us where to go, agent only addressed the one flight being held then told everyone else to go ahead and deplain and we would be helped by an agent when we got to the gate. Agent at the gate told us to check the monitor and then we pressed about our connection departing in 10 minutes, she indicated the plane was being held. Ran through the airport and got to connecting gate as the jetway was being pulled back. That agent told us the flight was never being held and there was no way for us to make it.
Can't get on another flight for over 12 hours. Waiting in line with 14 others in same situation.
Michelle
Airline: Delta, Flight DL833
Location: San Diego
Mechanical problems with the first flight caused a delay, asked about connections and were told we were probably fine but they couldn't check, landed in detroit and were told to sit tight until a gate agent told us where to go, agent only addressed the one flight being held then told everyone else to go ahead and deplain and we would be helped by an agent when we got to the gate. Agent at the gate told us to check the monitor and then we pressed about our connection departing in 10 minutes, she indicated the plane was being held. Ran through the airport and got to connecting gate as the jetway was being pulled back. That agent told us the flight was never being held and there was no way for us to make it.
Can't get on another flight for over 12 hours. Waiting in line with 14 others in same situation.
Michelle
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