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
25 May 2012
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
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
24 May 2012
Mystery date change with Singapore Air
Two tickets were purchased and confirmed on 24 November 2011 to fly from Houston to Moscow for 30 April 2012. On Saturday 31 March 2012, I received a phone call from Singapore Air stating that we could not fly on the date of the purchased ticket and had to change the date of departure.
Initially offered an earlier date, I argued against that change since our visas would not allow us into the country for that arrival date. Then I was told we would have to go either on the 1st or 2nd of May 2012 and settled on 1 May 2012. The tickets were reissued that day with the same ticket numbers and the date of purchase (not change) was backdated to the original purchase date.
When queried about the reason for this change I was not told nor was I told when I called the airline nor was my complaint ever answered by Singapore Air. I would still like us to leave on the original date and return on the original date (22 Jun 2012). To arbitrarily change a date for a purchased ticket without any reason and tell they cannot go on that date is the height of airline arrogance. Although this is the only complaint having used Singapore several times before, this one seems to be serious.
-Jimmy
Initially offered an earlier date, I argued against that change since our visas would not allow us into the country for that arrival date. Then I was told we would have to go either on the 1st or 2nd of May 2012 and settled on 1 May 2012. The tickets were reissued that day with the same ticket numbers and the date of purchase (not change) was backdated to the original purchase date.
When queried about the reason for this change I was not told nor was I told when I called the airline nor was my complaint ever answered by Singapore Air. I would still like us to leave on the original date and return on the original date (22 Jun 2012). To arbitrarily change a date for a purchased ticket without any reason and tell they cannot go on that date is the height of airline arrogance. Although this is the only complaint having used Singapore several times before, this one seems to be serious.
-Jimmy
23 May 2012
Can't fit standard infant carrier in some US Airways seats
Date: 9 May 2012
Airline: US Airways, flight 1247
Location: West Palm Beach, FL
I was traveling with my 5 month old infant son as well as my 4 year old daughter and mother. My father paid for two seats for the infant, one going to Palm Beach and one for the return flight to Philadelphia There was no problem with using the baby carrier on flight down. However, on return flight, attendant said baby had to be buckled into window seat.
The infant carrier did not fit in the window seat and US Airways' attachment seat buckle did not fit around carrier. US Airways neglected to tell passenger that the older planes do not properly accommodate baby carriers on window seats, even though US Airways mandates that babies have to sit in the window seats.
I had to hold my 17 pound baby during the entire trip. Paid for a choice seat for an additional cost. Seat was never used. I am requesting a refund for the unused return flight seat. Lack of communication regarding baby travel requirements was the fault of US Airways, not the passenger.
-Kristine
Airline: US Airways, flight 1247
Location: West Palm Beach, FL
I was traveling with my 5 month old infant son as well as my 4 year old daughter and mother. My father paid for two seats for the infant, one going to Palm Beach and one for the return flight to Philadelphia There was no problem with using the baby carrier on flight down. However, on return flight, attendant said baby had to be buckled into window seat.
The infant carrier did not fit in the window seat and US Airways' attachment seat buckle did not fit around carrier. US Airways neglected to tell passenger that the older planes do not properly accommodate baby carriers on window seats, even though US Airways mandates that babies have to sit in the window seats.
I had to hold my 17 pound baby during the entire trip. Paid for a choice seat for an additional cost. Seat was never used. I am requesting a refund for the unused return flight seat. Lack of communication regarding baby travel requirements was the fault of US Airways, not the passenger.
-Kristine
22 May 2012
United employees accused of popping slides for no good reason
Date: 13 May 2012
Airline: United, flight 1098
Location: Houston, TX
I am outraged that my flight to Houston scheduled to leave at 5:01 after a 4 hour layover was sabatoged by a United employee on the arriving flight, at the gate. A mechanical delay was announced. A United employee whispered that a slide had been deployed, on the A320, at the gate following landing.
I went to the service desk and was told the plane probably would not fly until the next day and was told that this was the third slide deployment at the airport by a United employee. This is outragious, and a terrorist act as the employees are damaging and disabling airplanes.
I was scheduled to land in Lake Charles, LA at 10:55PM Sunday evening for an interview the following morning. I was forced to take a flight to New Orleans, LA which arrived after midnight and drive three hours to Lake Charles, LA arriving 3:30AM Monday morning. These United employees seem to face no consequences of their actions, but look how their actions impacted
... just me. I am outraged and want action taken against United and the terrorists!
-Richard
Airline: United, flight 1098
Location: Houston, TX
I am outraged that my flight to Houston scheduled to leave at 5:01 after a 4 hour layover was sabatoged by a United employee on the arriving flight, at the gate. A mechanical delay was announced. A United employee whispered that a slide had been deployed, on the A320, at the gate following landing.
I went to the service desk and was told the plane probably would not fly until the next day and was told that this was the third slide deployment at the airport by a United employee. This is outragious, and a terrorist act as the employees are damaging and disabling airplanes.
I was scheduled to land in Lake Charles, LA at 10:55PM Sunday evening for an interview the following morning. I was forced to take a flight to New Orleans, LA which arrived after midnight and drive three hours to Lake Charles, LA arriving 3:30AM Monday morning. These United employees seem to face no consequences of their actions, but look how their actions impacted
... just me. I am outraged and want action taken against United and the terrorists!
-Richard
21 May 2012
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
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
19 May 2012
Suggestions on flying with expensive luggage
Date: 5 September 2011
Airline: Delta, flight DL1923
Location: Atlanta, GA
I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923
On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.
My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.
-Phillip
Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:
- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight
Airline: Delta, flight DL1923
Location: Atlanta, GA
I am writing to complain about damage caused to my Louis Vuitton luggage which occurred on my journey with Delta Airline on September 5, 2011 from New Orleans to Atlanta on Delta Airlines flight DL1923
On arrival at my destination in Atlanta airport, I discovered damage to my luggage. I express total disappointment in the way my luggage has been handled by Delta Airline. I declared the cost of my luggage at $4,700 and asked your staff to take good care of my luggage when I checked in.
My luggage was badly damaged during a recent flight on your airline and I have been unable to obtain appropriate compensation. Dona Stopper who is claim manager called me on May 7, 2012 asked for the original receipt and I did fax to her on May 14, 2012. However, Dona called me again and asks for more documents. I believed that she just want to run me around until I give up for this claim.
-Phillip
Suggestions from AirSafe.com
While nothing can prevent damage or loss to luggage and its contents, there are several things you can do to protect yourself:
- Buy insurance for your expensive travel items
- Consider packing expensive luggage within a larger piece of luggage
- Review airline baggage damage policies to find their reimbursement policies
- If you have a claim, be sure to keep all documentation
- Photograph the condition of expensive luggage before your flight
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