American Airlines plane ride turns into bus trip

Date: 28 June 2013
Airline: American Airlines
Location: LAX
Flight: 3626 (LAX to San Diego)

I purchased (suprise) ticket for my wife to fly from Maui, HI to Los Angeles, CA to San Diego, CA. I find out from her that the flight from Maui, HI to Los Angeles, CA was great. However, after arriving in Los Angeles, CA she sits on a plane for 30 minutes and is then told she has to ride a bus to get to San Diego !! What? I paid for her to ride on a plane, made arrangements to be picked up, and this experience cost me more money!

I have called Amercian Airlines and the only answer I got was "sorry". No compensation what so ever! So with this.... is the best option when flying into Los Angeles from Maui, HI is to get a Greyhound bus to San Diego? NOT happy with this issue.

Delta promises free checked bags but does not deliver

Date: 21 June 2013
Airline: Delta/Alaska Airlines
Flight: 7470

The most disappointing flight I ever had! Before my trip, I called Delta SkyMiles representatives to ask whether I could get a free check-in bag with the Delta Gold credit card. The representative said yes, and encouraged my family to carry bags for free check-in. I gave her my confirmation number and she said my itinerary was eligible for this offer. All the flights on my itinerary had Delta flight numbers.

Then, on my way back, I had Delta flight number, but it was operated by Alaska Air. Then Alaska said I had to pay for check-in bags! This is totally different from what Delta SkyMiles told me. After I came back, I called Delta customer care and asked for refund, they refused to take the responsibility of telling me the wrong information!!! I couldn't believe it.

Poor coordination between United Airlines and Amtrack

Date: 24 June 2013
Location: Philadelphia, PA (train station)
Airline: United
Flight: UA6661/UA675

My wife and myself,[names redacted], had a pathetic experience traveling from Philadelphia to Seattle on June 24, 2013 on United Airlines. Ref confirmation code [redacted]. It was Flt # UA6661 from ZFW to EWR (train service) and then Flt # 675 from EWR to SEA. We booked through Expedia (Itinerary #[redacted]) and the reason we chose this option was that we were traveling with bags and it seemed very convenient to check in at Philadelphia train station.

With a Flt no. for the train service and indicating franchise operated subsidiary, this expectation seemed very much in line with norms of reason. It turned out at the time of travel that there was no United check in or flight no. at the Philadephia Amtrak train station. We had to carry our luggage (three check in bags) through train stations all the was to Terminal 3 at EWR.

Because of the check in bags we hired a porter service at Philadelphia train station and it turned out to be a saving grace because nowhere on the Amtrak flight system was UA 6661 displayed, which train service we were looking for, and it was because of the porter that we got to the right train. At the time of booking the way the whole thing was presented is tantamount to giving wrong information to the customer.

Had it been mentioned that our flight was from EWR to SEA and we had an Amtrak train connection from Philadelphia Amtrak station to EWR, we would not have opted for this United option and selected a suitable flight option from Philadelphia to Seattle on any airline.

Passenger wants compensation for delays and poor customer service

Date: 25 June 2013
Airline: Spirit
Flight: 946; Cartegena, Columbia to Ft. Lauderdale, FL
Location: Cartegena, Colombia

Flight schedule to depart at 1:39 PM from Cartagena, Colombia to Ft. Lauderdale , FL left at 6:30 PM, after some passengers complaint about it just gave us a small snack. I missed my connection to Tampa schedule @ 9:36 well that flight was delayed too left Ft. Lauderdale , FL at 1:30 AM. so total delayed 9 hours. Company never keep passenger informed about situation only said sorry about delayed. I got home at 4:30 AM.

I travel with my daughter 8 years old. Customer service was horrible in Cartagena and in Ft. Lauderdale. Beside one of my suitcases handles has grease when I claim my bags my hands was all black. One of the agent from Immigration help me to clean my hands and offer me gloves that way I can take my bags to my next flight.

I demand a explanation and compensation for all my trouble my daughter and I we had with Spirit. We travel time was 24 hours since we wake up on Tuesday until we got home.

Passenger harassed by airline employee

Date: 22 June 2013
Airline: American Airlines
Flight: 890
Location: DFW

An employee was helping me straighten out the flight confusion, another employee named BELLA (working gate C28 at approx 7 pm CST). I was both cursed at and yelled at regarding the way i was speaking (upset about my flight problem) in front of my children. she also told me i needed to learn how to "raise my children" ... after this interaction, i sat in gate, waiting my flight. i sent my 10 yr old daughter to read her name tag at which point, she enters the gate and in front of roughly 200 people, says to me ""if you want my name, don't send your kid, come get it yourself" i asked "what's your last name"" she responds "you don't need to know my last name" ..... i said nothing else. i intended to report her lack of professionalism with a frustrated customer, and so this is it.

Coach class passengers treated with no class by Korean Air

Date: 28 May 2013
Airline: Korean Air
Flight: KE 0019
Location: Incheon, South Korea to LAX

Once my son and I boarded the airplane and settled in, the captain told us the airlines were having some difficulties and we would be leaving shortly. After waiting another 15 minutes, the captain again mentioned some struggles happening with the luggage. He also said he didn’t want to leave until everyone’s luggage was onboard. In essence, we were delayed numerous times before departing on our soon to be long and unpleasant flight.

During food service, my son and I requested chicken for our choice of dinner but was rudely denied by one of the flight attendants. She said, "There isn’t any chicken left, pasta is all that we have." Immediately I asked why this had happened and the [Steward] rudely replied, "I'm sorry but that’s what happens when you sit in the back." I explained that I paid just as much as everyone else for my ticket and deserved the same option for food.

During the second round of serving drinks, my son and I requested Ginger Ale and were told by another Stuart that the airlines had run out. Once more, this Stuart said, "This is what happens when you sit in the back of the plane."

My son and I didn’t ask to be seated in the last row neither deserve the treatment we were given. This was a very long, disturbing, and uncomfortable flight for the both of us. (Keep in mind; we flew 10 plus hours across the country)

Upon arrival at LAX we were soon notified our luggage hadn’t come in and had remained in London. We would not be receiving our luggage until the following day but was once again told it would not arrive until the day after the original date.

All in all, the treatment we received was unacceptable. I feel every customer should be received and treated with equal respect no matter where their seated, business or standard class. After speaking to a representative on the phone, we're still feeling those raw emotions from the flight. What a bad experience this was for the both of us...

United fails to deliver food and is mean to an infant

Date: 26 April 2012
Location: Newark, NJ
Airline: United, flights UA 6127 and UA 26

(Addressed to United Customer Care)

I am writing to you regarding a recent trip that my husband, my three-month old daughter and I made to New York, Newark, with United Airlines.

Our tickets were purchased through Expedia and the flight numbers are as follows (UA 6127 and return UA 26).

On our outward journey my husband had booked a vegetarian meal for himself and a seafood meal for me from the available drop down menu. Shortly into the journey we were informed in a less than apologetic manner that there was neither. In fact there was nothing on board for us to eat. We were not on the list for special meals despite a phone call through Expedia confirming meals with United prior to the outward flight.  We were quite surprised and eventually some cheese and crackers were found. On a transatlantic flight I really do not think that this is acceptable.

On our return journey my husband had again checked that there would be a meal on the flight. He had been advised by outward cabin crew to go on to the United Airlines website to confirm the return meals, which he did.  He spoke to "Alex" the virtual advisor and joined the United Airlines membership and "edited his profile including meal preferences!" this was confirmed online.

We paid $394 extra for upgraded seats and were at the front of the economy cabin against the bulkhead. (Return journey seat numbers were 8F and 9E.)There was a male member of your cabin crew who was very helpful, Mr Josh Hollifield, (International Service Manager), he did provide us with a sky cot for our daughter.

However, despite being subjected yet again to your United Airlines promotional video staring "Jeff" , your CEO, telling his captive audience how all passengers on United Airlines are very well looked
after while on board one of his flights, there was again nothing to eat! Surely not twice?

Now you may be starting to think that this letter is simply from two grumpy passengers who had to survive six hours each way on a micro bag of salty pretzels. This however is not the case.

My three-month old daughter slept for most of the journey and she did not at any point need anything at all. Fortunate as there probably would
not have been a meal! I did not even have to ask for a bottle to be warmed as I am breast feeding. (I could go down the breast feeding mother needing food as a priority route but I'm afraid that just isn't me.) So all I'm highlighting is that I did not have to pace the aisle trying to comfort her or cause any extra work for your crew.

When we landed we asked for the stroller to be brought to the door of the plane so that the journey through customs would be easier. We waited while the majority of passengers left the aircraft and the ground staff at Birmingham located the stroller which was in a travel bag and brought it to the aircraft door. When it arrived my husband went to remove it from the bag and get it ready.

To my horror at this point one of your female crew, Ms Mary H., stomped back onto the aircraft and without realising that I was within earshot said in an angry tone of voice "Yes, and he's opening the buggy like it's Christmas morning!"

I interpreted this to mean that he was being very slow and holding her up as she was extremely keen to leave the aircraft. I stood up and asked her what she meant and on realising that I, and her colleagues had also heard her, she was acutely embarrassed. Eventually she apologised but this did not negate the fact that we were clearly delaying her and looking after us was certainly not on her list of priorities. Josh was horrified by his fellow colleague's behaviour and apologised profusely. We suggest you look into this cabin crew members conduct personally.

I have two other children aged 6 years and 8 years and have travelled withvarious airlines all over the world with them.  I have NEVER in all that time come across such unhelpful, rude and unprofessional cabin crew. I am extremely angry at the manner in which we were treated and would appreciate it very much if you could run this experience past "Jeff" and ask him if he believes that any ofthis experience is of the standard he expects for his customers.

We are appalled and do not feel your airline has provided good customer service or value for money. The airline certainly cannot justify the premium economy upgrade costs we were charged and we expect this to be refunded in full as a minimum.

-Hiten

Flight attendant behavior causes loss of medication

Letter sent to airline by dissatisfied passenger
Airline: Southwest Airlines, flight 3463

To Whom It May Concern
Re: Flight 3463 from Houston Hobby to Harlingen, Texas
Date: 6 May 2012
Subject: Alicia xxx --Flight Attendant

I realize as I write this letter of complaint; I most likely won't get a response but I feel compelled to let you know what happened to me on that flight (Flight 3463)

On Sunday evening I boarded a flight from Houston Hobby headed on a direct flight to Harligen, Texas I decided to take the very front window seat to the left of the aircraft. Next to me was a lady and her seeing-eye dog. I had no carry on bags, only my purse. To get situated I placed my purse behind my feet (with my medication on top of my bag) on the floor under the seat because I had medication to take within a 30 minute time frame.

Before takeoff, the flight attendant (Alicia xxx) yelled at me very loudly "give me your purse" initally I said, "no" but before I could explain to her i needed to get my medication out of the purse she yelled again "give me your purse". At that time I tried to fit my purse under the seat but she said, "I said give it here-someones' bag is under there". When I tried to hand it to her she jerked it out of my hand and threw it in the overhead compartment.

She then stood there, and yelled "is there a problem"? I said "no" Her response was: " I dont understand why you are looking at me like that" "Your purse has to go up top" ...I replied "I heard you the first time". She then responded "Then you need to quit looking at me and turn your head the other way" "I will have you kicked off this flight; you are looking at me in a threating manner and I'll have you kicked off immediatly". I was frieghtend that would get kicked off so I turned my head and said nothing.

She continued to yell at me stating "I dont take attitude, I will have you removed, you understand that?" Everyone around me head the exchange I was humiliated. To make matters worse, she began to call the other flight attendants up after we got off the ground to brag about how she told me off and how she put me in my place.

When the flight was over in baggage claim many passengers came up to ask me my name and stated I was treated harshly and it was un called for. I was humiliated.

As a result of her throwing my purse; I didn't take my medication. When I went to the rest room at the airport in Harlingen, my medication was nowhere to be found, nor were my keys. I am convinced that when she threw my purse in the overhead compartment that my medication fell out along with my keys to my home. Because I didnt place my purse in the overhead compartment nor retrieve it upon exit of the plane; I dont know what was left behind. My purse has no zipper so anything could have fallen out.

I feel really disrespected by how this flight attendant treated me. I flew Southwest becuase it was most cost efficient for me and you don't charge for bags and my job sends me to the Valley often and I wanted to take advantage of your frequent Flyer Program, but now I will opt to fly with United; they are pricer but at least I will have better luck not getting humiliated.

-Jessica

United could not coordinate between their own flights

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

Always get documentation from the airline when they lose your bags

Date: 12 March 2012
Airline: United, flight UA3937

I called to find out why I had not been contacted about items stolen from my luggage by United baggage handlers. "Josh", who said he had no employee identification number was condescending and belittling in my attempts to find out where my matter stood. He kept asking for a reference number which I repeatedly told him was never provided. When he did find my information he did not provide a reference number and had an attitude almost taunting.

I called back to complain to a supervisor and somehow he took my called and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial.

- Christopher

United can't find confirmed tickets

Date: November 28, 2011
Airline: United fight 1605
Location: San Francisco, CA

I have been a United customer since I took my first flight 41 years ago. United has been instrumental in helping to create many memorable experiences over the years, but my recent trip was the worst traveling experience ever in my many years and miles of traveling.

I arrived at San Francisco airport with my girlfriend to begin our romantic vacation in Costa Rica at 6:45am on November 18, 2011 for my 9 am flight (UA 1605). The agent looked confused and disappeared for 15 minutes. When she returned she stated that she could not find the second leg of our reservation to Costa Rica.

I asked how she knew we were going to Costa Rica if it did not show up, as I had just given her my passport and not my itinerary. I stated I would like to speak with a supervisor if there was a problem. No supervisor showed up. I then showed her my conformation from my travel agent which showed that I had purchased 2 first class tickets for myself and my girlfriend on October 7, 2011 and that we had seat assignments for all 4 legs of the journey.

The agent left again and did not return for 30 minutes. When she returned, she handed us boarding passes. I asked if there were any problems and she stated that everything was in order. I thought it was unusual that it had taken us over 45 minutes to get a boarding pass, but trusted her that everything was in order.

When we arrived in Houston we made our way to the gate. Upon having our passports checked against our boarding passes Christy's boarding pass was taken and we were told she did not have a seat on the flight, UA 1565. The agent in San Francisco had given her a boarding pass with no seat assignment and told us everything was "in order." I asked to
speak with a supervisor and was told one was "on the way."

The agents at the gate, AnnMarie T., Sophia V. and Terri J. were very unhelpful and unfriendly. We were told that the flight was oversold and there was no seat for Christy and that "their" computer had no reservation. I immediately called my travel agent and he made some calls and called me back. (I have a very good travel agent as I work for a very high-end wine estate in Napa valley and the business flies millions of miles a year as we make wine on four different continents). He assured me he spoke with someone at United and United central booking had us in seats 3A and 3B (UA 1565).

I asked again for a supervisor and was told they were on their way. We were not the only passengers this had happen to. There were at least four other groups that had the same situation.

The plane was over 45 minutes late at this point. There were six women crying loudly at the counter and still no supervisor had shown up. I have never seen anything this bad in all of my years of travel. My girlfriend was finally offered a seat in economy and we unhappily boarded the plane. No supervisor ever showed up in the hour and a half we waited at the counter.

We were not even on our way yet and we had already spent two and a half hours at the United counter for tickets we had purchased and were confirmed six weeks prior. Christy cried the whole way to Costa Rica…. So much for our romantic vacation.

The next day my travel agent spent over an hour on the phone with Continental and United to insure this did not happen on our return flight. He was assured by the agents and then assured me that everything was confirmed for our return flight.

We arrived at SJO at 1:30pm on November 28th for our 3:55pm flight (UA1447). We were quickly informed that we did not have seats 3A and 3B as we had reservations for, but that we had economy seats and were on the wait list for First Class. After another hour at the ticket counter we were finally given seats in First Class, but not together.

We went to the gate and waited at that counter for another 45 minutes and they were finally able to switch someone and seat us together. Upon boarding the plane we were greeted by a female flight attendant whose first words to us were, "Is there a problem?" in a very snotty tone. I explained that, No, there was not a problem, but we were having a trying day of travel and would love a drink at her first opportunity.

I was surprised by here level of rudeness. The next surprise was there was no audio/video on the plane! Nothing. We were told this was a "new" plane and this was the way they come. I have never heard of such a thing. When I was departing the airplane I asked for the attendants name that had been rude to us. The other attendants told me that they did not know it and that I needed to get out of the way.

When I politely asked how they did not know their co-workers name, they told me to get off the plane or they would call the police. We were so worn out from the experience we exited the plane in shock. We made the last leg of the journey (UA 1712) with only minor delays.

This was by far my worst traveling experience in my 49 years and I have been all over the world on many different airlines. In my job I participate in many food, wine and travel blogs. While this experience is without a doubt the worst travel experience I have encountered, I have not posted about my experiences yet, and as a life long United customer I am hoping that this story will have a happy ending with United taking responsibility for their mistakes and making this right. That would be a story worth posting about.

I am prepaired to give United a "do over." Correct your mistakes with two First Class tickets to Costa Rica from San Francisco and I can try
to "do over" my romantic vacation.

-John

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

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

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

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





Follow us @ Facebook | Twitter | YouTube


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

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

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.

Slow inflight service or signs of discrimination?

Flight Information
Emirates Airlines
Flight EK512 - Dubai to New Dehli
14 April 2012

I boarded the flight above 45 minutes before the take off. I am diabetic and realized that I have forgotten to take my medicines on time. I request the inflight Crew Ms. Lela for a glass of water much before the aircraft gates were closed for takeoff. She replied that she will get me the water in 2 minutes.

The flight took off and after the seat belt sign was off, I called for her again and requested for the glass of water. She asked me to wait for 5 minutes. After 30 minutes, I took my medicines with fresh lime sweet served on the flight. A diabetic should avoid such sweet drinks.

After another 30 minutes I called for inflight crew again at least 10 times through the button on the handset. Another inflight crew (male) comes to me and I again request for a glass of water. He taught me that the good practice to call inflight crew is to press the button just once and does not provide me a glass of water.

When the drinks are being served, I again request Ms Lela for a glass of water and she says the other inflight crew will serve water to me. Well she was laughing at me. I finally got the glass of water from the other inflight crew when he reached the row where I was seated. Ms. Lela's behaviour and the sarcastic smile was nothing but a racial discrimination.

Resources
Air Travel Advice for Diabetics

Unresolved issues with passenger entertainment systems

For frequent long distance travelers, passenger entertainment is a serious issue. In the following case, the airline and the passenger can't seem to agree on an acceptable solution.

This is the middle of the conversation, where the passenger [x] has been in discussion with Virgin Atlantic customer service representative Rachel:

Rachel xxx,

I thank you for your note. However, the content of your response is totally unacceptable. I make three points.

First, as a loyal customer of Virgin Atlantic, between December 2011 and March 2012, I purchased at least five trans-Atlantic flights from your company. On more than one of the more recent of these flights, I purchased additional leg-room. These purchases were owing to the fact that...I required additional space....

Second, you say that 'unfortunately, [my form] is of very poor quality and [you are] unable to read [my] comments. However [y]our cabin crew have also sent [you] a report on the issues [I] faced on board.' I am aghast. In a court of law, it would not be satisfactory to resolve the case, based solely upon evidence from the defending counsel, with no input whatsoever from the prosecution. Similarly here, you are simply unable to resolve my complaint satisfactorily, until you ascertain what I wrote in my form.

I remark that it is strange that my form, which was in excellent condition when I entrusted it to your colleagues, is now 'of [so] very poor quality', that you are 'unable to read my comments'. I am sure that this has nothing whatsoever to do with the fact that the very people to whom I was required to entrust the form for safe-keeping and safe transit were those members of your staff whom I had specifically named in my form as having offered me such abysmal service.

There is only one way to resolve this matter. I advise you to scan my form, to save it in .pdf, and to send it, by email, to me. I shall then be in a position to reproduce my comments for you, in type-written text. Furthermore, I shall then be in a position to comment upon the disparity, if there is one, between the quality of the form, when I entrusted it to your colleagues, and the 'very poor quality' of the form that your colleagues transmitted to you.

Third, you say that 'it’s clear we let you down, and I’m sorry our flights didn’t live up to your expectations. As a gesture, by way of an apology, for letting you down on the flight, I would like to offer you 4,000 Flying Club miles, which already entitles you to Economy discounted tickets. I hope this will go some way to make up for what happened'. Yet, as you well know, 'this will go [almost no] way [at all] to make up for what happened', since 4000 Flying Club miles will not even purchase for me a single flight from London to New York (quoted, on your website, at 17500 miles).... In this way, although you apologise and fully accept blame, acknowledging that 'it's clear [you] let [me] down', you insult me, by offering much less than might reasonably be deemed amends.

I await your swift reply to, and satisfactory resolution of, my as yet unresolved complaint.


[x]
---

On 2 Apr 2012, at 15:16, Customer Relations UK wrote:

Dear Mr xxx

Thank you for filling in our ‘Any Concerns’ form regarding the issue you had faced, when seated in our extra legroom seat.

We have been forwarded this form from our crew...but unfortunately, it is of very poor quality and I am unable to read your comments. However our cabin crew have also sent us a report on the issues you faced on board. Of course if there is anything I have missed out in my correspondence Mr [x], please could you forward any further information to -customer.relations@fly.virgin.com.

From reading this report, I believe that you had encountered problems with your in-flight entertainment system, resulting in your system having to be rebooted on numerous occasions. Additionally, you were promised a DVD player by our crew but did not receive this.

I do understand how important our entertainment systems can be, especially on a long haul flight such as yours. These can be a great distraction whilst travelling and I am truly sorry that you were not able to take advantage of this during your flight.

I can by the reports that our crew did approach you on numerous occasions, to pass you the DVD player but did not wish to disturb you while you were asleep.

Mr [x], I can also see that you have requested a refund for the extra legroom seat. I’m afraid our seats are non-refundable, although I completely appreciate that you were not able to view your in-flight entertainment system, the extra charge for this seat, is for the extra leg space they provide and as you did receive this, I will have respectively decline your request for a refund.

However, it’s clear we let you down, and I’m sorry our flights didn’t live up to your expectations. As a gesture, by way of an apology, for letting you down on the flight, I would like to offer you 4,000 Flying Club miles, which already entitles you to Economy discounted tickets. I hope this will go some way to make up for what happened.
However I can see that you are not currently a member of our reward programme. So if you’d like to take advantage of these miles, do go online and enrol free of charge, ‘I have attached a link below’. Then just let me know membership numbers. Once I’ve got them I’ll gladly credit the miles to your accounts.


I can certainly understand the poor impression of Virgin Atlantic this experience has created. I can only hope that we will have the pleasure of welcoming you on board again in the future, when I’m sure we’ll be able to win back your confidence with the usual Virgin flair and service.

Yours sincerely

Rachel xxx
...
Virgin Atlantic Airways Ltd

Always check with the airline to confirm your flights

When you book with a third party service like Orbitz or some other online service, always check with the airline about the status of your flight.

Airline: United Airlines, flights 5096 and 5033
Date: 24 December 2009 and 1 January 2010
Location: Round trip Kansas City, MO to Salina, KS


After much planning for the Christmas & New Years holidays, I had a less than pleasant experience on my leg from Kansas City to Salina, Kansas December 24, 2009. Due to inclement weather, my flight #5096 was cancelled and rescheduled for the next day. This
flight was was again cancelled and found that the next actual flight that made it to Salina, Kansas from Kansas City was Saturday night December 26. By the way, my luggage (a new red roller bag) finally showed up filthy at that time. This was a fairly recent purchase also. The only reason I made it to Salina was the kindness of strangers from Pennsylvania that invited me to drive there with them or I would have been stranded.

Before my return flight on January 1, 2010 on United flight #5033, I received a call from the Salina airport December 31 around 5pm indicating that my flight was cancelled due to lack of no one working to fly the plane. I was rescheduled for the same departure time and flight number for January 2, 2010 and again informed by the Salina airport that this flight was cancelled due to lack of no one to fly the plane.

I was rescheduled to fly back on Sunday, January 3rd. This is the "funny part", I even received courtesy calls from Orbitz around 3:30am January 1 saying that my flight from Salina to Kansas City was on time. Another "funny" is that two booking sites that I checked indicated that these flights were still booking passengers for the Friday and Saturday flights that were cancelled.

I work in Customer Service and although I had no problems with the people I dealt with as far as courtesy as they were apologetic, after spending $594.40 for my round trip flight from Michigan to Kansas and not getting the service I paid for and luggage problems and added expenses and inconvenience, I am requesting 2 round trip non-blackout days tickets in the continental US. I feel this is the least I deserve after having to change plans inconveniencing myself and my family.

AirSafe.com Responds
Unfortunately, the US airlines on domestic flights are not required to compensate passengers for canceled flights, late flights, so she would be lucky to get anything out of the airline. She has more hope about compensation for the damaged bag, so long as she can document the condition of the bag before the flight.

While you may get information about a flight from on online service, you should contact the airline directly if you have any questions about your flight, especially for delays and cancellations. If you book a ticket through a non-airline service like Orbitz, you should still check with the airline or the airline's web site for flight information

Photo: Aquila