United Airlines

1.The Flight from PIT to ORD pushed back from the gate, but then the pilot said there was an issue with the brakes. So we went back to the gate an sat there for 90 minutes. The plane was in PIT all night long why wasnt someone checking out the plane and making it sure it was ready to go first thing in the morning?!

2.They let us get off the plane in PIT, and we tried to book another route to HNL that day (via NWK), but then United customer service told us to get back on the plane, because we could still get to ORD and make our connection. But there more delays once we got back on the plane. It finally took off 2 hours late, and there was some small hope that we could make the connection in ORD. But then there were air traffic delays in ORD (which United SHOULD HAVE SEEN AHEAD OF TIME!)

3.When we finally landed in ORD we ran to the nearby gate for the connection to HNL only to learn that the flight had departed ten minutes previously. There were 20 passengers making the connection from the PIT flight to the HNL flight. United could have easily held the flight for another 15 minutes (the flight was scheduled to land EARLY in HNL as it was!!) to allow all of us passengers to make the connection. Your failure to do this demonstrates your complete lack of care regarding your customers.

a.Your customer service options totally suck.

b.We tried to use the kiosks in ORD to rebook a flight, but they were not working.

c.No one answered your customer service phone line.

d.The line at the customer service desk was over 50 people long yes, I counted them.

e.I tried to use a Day pass to enter a United Club near the gate, but they were not accepting Day Passes. WTF?!

4.We walked to another United Club and I used a Day pass to enter and get help from the customer service agents there. While the agent was helping , she was providing options, and I needed to discuss them with my wife who was waiting outside. I went to get her so she could help make a decision re rescheduling our route to HNL, but the women at the front of the United Club would not let her in without a day pass even though we did NOT want to use the facilities, did not want to stay, and only wanted to get our flights rescheduled. I demanded to speak with the manager who took his time coming to speak with me, and then he was a complete corporate tool and would not let my wife in for 5 minutes to help with this rerouting, either. Such terrible customer service, for what was already a bad experience, was completely absurd and unacceptable.

5.We got rebooked on a flight to SFO and then on the HNL, but when we went to the gate for the flight to SFO, it was delayed by 3 hours!! So we would miss the connection to HNL! (that flight was eventually delayed by 6 hours total. Can United not keep your planes in working order?! Seriously?!)

6.So, we got rebooked again on the flight to HNL the next day missing an entire day of our vacation in Hawaii. Thanks a lot United!

7.The agents that rebooked us for the next day arranged a hotel voucher at a not very impressive hotel in a sketchy part of Chicago, and gave us some food vouchers. But they did not tell us that the food vouchers were only valid inside the airport. Even though the vouchers say they work like any prepaid credit card, they do not! They only work at airport locations. This isnot helpful when we are going to a hotel at noon and need to wait until the next day at 10 AM to fly out we are not going to stick around and eat at the airport we needed vouchers that would work anywhere. I tried to use the vouchers at a grocery store and at a restaurant near the hotel, and the vouchers did not work at either location. So, What the *** Your vouchers ended up being worthless to us.

8.On the following day, we returned to the airport, and tried to check our bags at the curb but the bell caps said they could not check our bags and we had to go inside. Inside, the kiosks would not allow us to check in or print bag tags and we had to speak to an actual agent. After waiting in line for half an hour, the agent could not figure out how to check us in, or check our bags, because she said the system showed us as having left the previous day on our original flight. Clearly NOT TRUE! We had printed boarding passes for the upcoming flight, with assigned seats, but she could not find us in the system. Your computer systems are also terrible.

9.The agent eventually called some people who got it figured out so that she could check our bags, but she changed our seats to much worse seats than we had on our boarding passes. She said that there was nothing she could do about it thats how the system works and we would have to speak to an agent at the gate to try to change our seats there. Ridiculous.

10.We did manage to change our seats to ones similar to what we had expected at the gate. This flight was only delayed by half an hour.

11.On our return trip, we arrived back in ORD on time, but the connecting flight to PIT was delayed by 90 minutes, again for a mechanical issue. Three mechanical issues out of 4 flights? I am now scared to fly on United why cant you keep your planes in working order?!

12.We eventually made it home, and I now have time to document this debacle of an experience with United Airlines. This was the most egregious example of poor customer service I have ever experienced with an airline in 40 plus years of flying. I run my own businesses, and if any of my teams ever provided a customer with an experience even close to what my wife and I experienced on this trip, I would fire people and then reconsider my processes and our ability to remain in business.

At this point, have had no response from United. I also sent a copy of this letter to Toby Enquist and Scott Kirby who are senior management at United.
To whom it may concern,
I have been flying United for years and am appalled that I even have to write this letter.
I recently flew with United and the experience both during and afterward was the worst in my years of travel.
The United Operations team completely upended my trip of a lifetime celebration to The French Polynesian Islands with my wife.

We had planned a cruise on the Paul Gaugin cruise line a year in advance and booked our flights with United to coordinate our travel dates. We had an extra day in our itinerary to ensure any mishaps would be covered.
Our original flight was a direct from FLL to San Francisco, connecting in San Francisco to Tahiti. It allowed us a 1 1/2 days to adjust for jet lag or any other unexpected occurrences. Approx 2 months prior to our departure, we received an email from united informing us of a flight change.

We would now have another leg in Houston, which meant an early flight and an additional cost to stay near the airport in Fort Lauderdale to catch that flight. It seemed to be a bit of a tight connection but since United made the change we felt they knew what they were doing. We arrived at FLL for our flight early to check bags. Only after our bags were checked through to Tahiti, were we notified that the Houston flight would be delayed.

This now jeopardized our connection in SFO. In speaking with the gate agent, she assured us that she would contact operations(it was a Sunday morning at 5:30 am) and let them know that we were enroute and to follow our plane to ensure they held the flight to Tahiti if possible due to the delay. The flight from FLL was on time to Houston, so we would board our flight prior to knowing what transpired. The gate agent had my contact number and would call and leave a message once she had any information.

That voicemail never came. I won't bore you with the details, but the pilots did make up time in the air and our flight from SFO to PPT in Tahiti was departing at 1:25 pm. Our flight from Houston landed at 1:15 pm.
As 1st class passengers on the SFO to PPT we were hoping that United would have someone at the gate to quickly escort us to the plane so we could make the 8 hour flight. Not only did that not occur, the plane to PPT actually departed early leaving us stranded as the next flight out on United wasn't for 2 days and we would miss our cruise.

(Interestingly enough, on our return flight connection, we barely made that flight, only to be delayed for 30 minutes as United held the flight for 2 passengers-this was from Chicago to Albany-a regular route-yet they wouldn't hold the flight for 2 Polaris passengers on an 8 hour flight)
Scrambling to now try to get to Tahiti to make our cruise, I contacted the 1K line via phone and the rep tried to rebook us on a untied flight to LAX then a Delta/Air France flight from LAX to PPT late that night. We were on the phone for over a hour, and he could not get the system to assign the ticket. At that time, he told me to go directly to the delta counter and buy the tickets. He assured me numerous times all notes would be reflected in the record.

I was instructed to go directly to the ticketing counter and pay for the seats for which I would be 100% reimbursed. While this was going on, my wife had the bags pulled at SFO and I stayed on the line with the United rep while I purchased the tickets. This was over $3K, as we were buying on day of travel, but once again, he assured me we would be reimbursed.
but we had to retrieve our bags from United. Delta had a flight from SFO to LAX and then LAX to PPT which was the best option as we could check luggage through and not worry about that portion.
We finally made it after over 35 hours on planes and in airports.
Upon return Approx 3 weeks later, a follow up call to the 1K line occurred and provided instructions on how to submit receipt for reimbursement after the agent read through the notes.

Once all was submitted online, I received a DENIAL on the submission for the $3371.40. A follow up phone call appeared to have a completely different account from what transpired. I asked to have them contact the person who directed me to purchase the ticket directly, but was told the notes in the system could not be traced to who had made them. I find that difficult to believe as I have overseen customer care departments and call centers in my past.
What was even more frustrating was that the representative from that night was on the phone with me for over an hour, including while I was at the delta counter purchasing the ticket.

The notes he or someone else put in the system stated that I was canceling my ticket and was well aware there would be no remuneration. That was, incredibly, the exact opposite of what occurred and downright false and dishonest. I asked to speak to a customer service manager and was told the same thing. "Sorry for the inconvenience, don't knew who put these notes in the system and that is our policy".

I then asked to speak to her manager and was sent to another individual. (His letter back to me is attached below)Remarkably, he could see the trail of communication, and who had instructed me to purchase the ticket.He also states that we should never have been assigned the new connection through Houston and that was a mistake. He noted where he saw the change in flight to LA to catch the connection, and also where we decided to take the delta flight to LA and then the Delta/Air France flight. Lastly, he said he believed me, and they would look into how this occurred.

The best he could at this point was to issue flight credits for United in the amount of $3K which I took what I could get at that point.
I sit here now after two weeks and felt I had to write this letter. I can not not believe that this is how United treats its passengers-especially a 1K who had booked 2 business class seats, who wouldn't hold an 8 hour plane flight for 15 minutes, after being advised numerous times that operations was aware and we should be OK. What was even worse, was the way I was treated post trip and the blatant dishonesty form our 1K desk. At every step, both during and after this trip, United dropped the ball.
My wife and I were ultimately provided with $1500 in travel credits each which is $185.70 each we were not reimbursed and we now have to pay out of pocket an additional $3371.40 due to United's inability to stay true to their promises.
It has taken me this long to calm down and collect my thoughts about this horrendous experience with a company I have been loyal to for years.
I would hope this note is reviewed at an upper level and management is aware of how bad things are for a long time customer.

Lastly, the rep who lied on the notes should be reprimanded at a minimum.
John O'Carroll
Hi John,
It was great speaking with you this morning, although I would have preferred that it was in connection with a much more positive flight experience with United Airlines. We're very sorry for the inconvenience that you experienced with the delay of your flight from Houston to San Francisco, causing you to misconnect with your flight to Papeete.
We noted your statement that the information conveyed to you about the flight with Delta turned out to be inaccurate and we have shared your feedback with our management team. We understand that when you spoke with the agent at Delta, they advised you that we did not have a confirmed seat that was ticketed and the only option that they would offer was to have you purchase the tickets for you and Karen.
In order to assist you with these unexpected costs, we're issuing to both you and your wife a United Airlines $1500.00 E-Certificate, which you can use towards the purchase of a future United Airlines / United Express operated flight booked on united.com.

The E-Certificates will be sent to you via email and you will receive them in the next few days.
Thanks, as always, for being a great Premier 1K customer. We appreciate your business immensely and look forward to welcoming you and your wife aboard again soon.
Kind Regards,
Steven L
Customer Care Lead

My wife and I booked our bucket list trip to Italy through United via their Star Alliance partner, Air Canada. The nightmare started on September 25, in Montreal, when boarding started, but was never completed.

450 passengers were told that there was a delay because the Air Canada airline baggage personnel crashed the luggage lift into the cargo door. Passengers deplaned and were told there was a one-hour delay. We were then told there was a two-hour delay. Delay after delay.

We were strung along until 1:30 am on 9/26/23 when the airline finally admitted the plane would not leave until noon the next day!

Vouchers were offered for hotels and food. We were made to pick up luggage and go through customs again and then check our bags again, all 450 people! Then we had to get in line for the vouchers. This took a lot of time and we were exhausted.

The line moved slowly and when the service desk was in site there was ONE Air Canada attendant working! Unbelievable! Meanwhile there were 6 or 7 other attendants at the service desk helping passengers for flights the next day and none stepped in to help the passengers that had been up all night! When we finally reached the front of the line (at 4:30 in the morning!), we were told there were no vouchers left!

We returned to the gate and slept on very uncomfortable benches as airline transport vehicles beeped and announcements rang out all night. We received $30 for food. We spent $12 of that on toothbrush kits and had to spend $64 for a meal out of our own money!

The flight left at noon the next day and arrived at 2 AM in Rome. The original flight was to arrive at 9:30 AM in daylight when the trains were running in Rome.

We were supposed to catch a train to Florence but trains do not operate at 2:00 am! We spent our second night trying to sleep at the train station in the company of pigeons and other passengers in the same boat! We took the first available train in the morning to Florence but arrived 30 minutes too late for our first scheduled tour of David and Accademia. We had already paid $73.88 for this in advance so not only did we lose our chance to see David and Accademia, we lost our money

We ended up missing our first two nights stay in the hotel we booked in Rome.

We were told the rooms were canceled because we were a no show but yet we still had to pay for them even though we called our hotel several times to report our delays. It was a very stressful time!

I reached out to both Air Canada and United. The Case ID for United: 169813****81069 The case ID for Air Canada: CAS-689****-M1K8B5. They claim the flight was cancelled due to a safety-related reason and it is ineligible for compensation.

It was a safety related issue but the issue it was caused by United/Air Canadas negligence. An employee ran his luggage loading forklift into the airplane and caused the door not to be airtight.

Since the airline caused the problem due to their incompetence, I should be compensated for the misery we were put through. Their excuse for not compensating me is ridiculous and makes no sense!

--FLIGHT INFORMATION--

Flight Number: 892

Flight Date: 2023/09/25

Departure City: YUL Montréal Trudeau

Arrival City: FCO Rome Fiumicino

Ticket Number: 016246****982

my family, and I have become the victims of fraud and repeated severe mental/emotional abuse at the hands of United Airlines and its employees. We have been manipulated into believing we were being treated fairly and with compassion.

United Airlines has abused not only loyal, repeat customers but an active-duty member of the United States Armed Forces. On October 3rd, my husband unfortunately boarded a flight with United Airlines. He was returning from school in Florida to spend some time with his family and infant son. His checked bag was mishandled by united employees and ultimately deemed lost.

Everything he needed for his career and daily life was in that bag. All military carry what is most valuable to them. What they deem necessary for their life is in there. United Airlines seems to be unaware of this fact judging by the cold-hearted responses (plural) that we have received.

On October 9th , United Airlines confirmed the bag, was indeed, lost. We submitted a claim immediately and received confirmation of the submission on October 14th. After completing that, we began to purchase and replace what we could. Primarily my husbands military equipment since he could not return to school without it.

My husband returned home again on November 18th to find a check of 1800 had been sent from United Airlines. He called and explained that did not cover the cost of replacing what we had submitted. We were told it was policy, 1800 for domestic, policy. We needed the money.

We had no choice but to use the money we had saved for our sons first birthday party in order to replace his fathers military gear. We were certain that we could trust United Airlines to correct its mistake. Imagine our shock when the check was canceled/bounced and stamped with a big red stamp. The clerk told us it was worthless.

It had been canceled by United Airlines. My husband was left standing there holding a useless piece of paper. He came home with nothing. We had nothing.

We called and called, desperate for answers as to how a check from a company as big as United Airlines bounced. Finally on November 30th, after hearing it would take another 20 days to void this useless check before another could be sent, I had a breakdown. I called United Airlines in tears. I called to ask how they could treat customers this way.

We werent even talking about compensation, we were simply trying to get our money back, what we were owed. Listen to my call. Hear my desperation in explaining that we had to use the money for Christmas for our sons birthday. Apology after apology for my families inconvenience, I was promised that this was being taken seriously and would be handled promptly and with the utmost urgency.

My husband United Airlines personnel if our family would get receive our money back before Christmas, they said they would do their best to help. We had no choice but to sit and wait. United had our money and United did not want to give it back. This is where the mental abuse really took its toll.

On December 5th, my husband received a call from a fraud/employee by the name of Apurav Singh and CONFIRMED that the check was voided, and a new check was being reissued. My husband had to periodically call and check what progress is being made. United Airlines employees promise to call you back within 48 hours but that is rarely the case. We finally saw hope that we may, in fact, be able to provide an amazing Christmas for our children after all to order to make up for dad being away for so long.

We eagerly checked the mail every day. On December 15th during a routine phone call made by my husband, we were told the most heartbreaking news. After being told over and over from numerous employees everything was fine, everything was moving in a positive direction, a supervisor shattered every hope we had for Christmas for our family. The Supervisor informed my husband that the check was NEVER VOIDED.

There were virtually no changes to his account. It was as if we had never called. We are devastated. We have nothing.

We used the money for our sons first birthday to replace his fathers military equipment, depleting over 2000, we used our Christmas savings for our sons birthday. My sons first birthday was a shadow of what we planned and saved for. In the end, we had a 400 budget for our first childs first birthday. We have nothing for Christmas, surviving off credit cards.

Compliments of United Airlines. As of December 18th, we still have no clear answer and there is nothing being returned to us. A manager had the nerve to hang up on my husband when we asked why we were lied to on December 5th.

What a vicious and cruel company United Airlines and its hired personnel are. I will post this email on every forum, every social media platform to warn as many innocent families as possible like ourselves to not fall into the trap that United Airlines has laid for their trusting, loyal and unsuspecting customers.

Dear Mr. Kirby, I hope this email finds you well.

I am writing in regards to a new aircraft order that United should announce in the near future. As United's current widebody fleet continues to age, despite United ordering 200 787's back in 2022 and exercising the order to 50 units in 2023, United Airlines should plan a new widebody order with Boeing, which would enable the airline to expand its long-haul operations in the near future. United Airlines should plan on placing an order with Boeing for 50 Boeing 777-9's as well as converting 70 of its Boeing 787 orders to the smaller Boeing 777-8. This order would enable United to grow its long-haul operations as well as to boost passenger capacity, as part of an effort for the airline to recover to pre-COVID levels.

Before this huge order with Boeing can be announced, the airline would need to enter discussions with Boeing over a potential B777x order as well as completing the necessary steps before even announcing the order. If United Airlines ever orders the Boeing 777x, this would make United the first airline in both the USA and North America to order the Boeing 777x, as well as the first North American operator of the type. The carrier would also need to make a huge investment into this order, as an order for the Boeing 777x would be worth billions of dollars. United should order the Boeing 777x to act as a replacement for both the Boeing 777-200ER and for fleet expansion purposes.

The airline should seek to take delivery of its first B777x aircraft sometime in 2027, with deliveries for the B777-9 occurring between 2027 and 2031. For the B777-8, the carrier should also seek to welcome its first B777-8 in 2031, with deliveries for the B777-8 occurring between 2031 and 2037. A huge order for the Boeing 777x would also increase the total backlog for the type from 453 to 573 orders, as well as a potential production increase for the type, as a result of the huge order and the billions of dollars spent for this order to be made possible. The airline should aim to begin discussions with Boeing over a potential B777x order sometime in April, with the order being officially announced at the upcoming 2024 Farnborough Airshow, which will take place between July 22, 2024 and July 26, 2024.

In order for this aircraft to feel like a true flagship to United's fleet, even though it would if an order were to be placed, the airline should opt to equip all 120 aircraft with electronically dimmable windows in all classes, as well as a premium-heavy configuration onboard, similar to what United used to offer when it flew the Boeing 747.

I kindly request United Airlines to consider the following suggestions as potential ideas for fleet modernization and expansion. I am eagerly looking forward to seeing these plans come to fruition if announced and I am anticipating a timely response from you soon!
Sincerely,
Tran Jacinto

Flew from San Francisco to el salvador with stop over in Houston , once in Houston Upon getting my boarding pass I ask to confirm that my luggage was with me , They confirm that it was and that they were going to tranfer to new plain, once in El Salvador Luggage was not there, Then they told me that it was going to get there on another flight later that day and they were going to deliver it to my Hotel. In the mean time tracking show that it was being deliver to me,2 days after I decided to go to the ariport and check for my luggage , it turns out that the person in charge never took the that information for it to be delivered , United in El Salvador is the worst , they gave me a number to call , I called 1000 times and no body answer , Very disappointed , I lost 2 days from my plans because of this, especially for a stupid human mistake , not acceptable in my life

I want to express my utmost disappointment and frustration with the flight arrangements made by United Airlines, which have resulted in significant financial loss and mental distress during my recent journey. I would like to provide a detailed account of the events that transpired, outlining the various issues I encountered during my travel with your airline.

My original flight, UA565 from Toronto to UA869 Hong Kong, was scheduled to depart at 06:30 on Sunday.

Flight confirmation number: DPPZ4R

Last name: Chau

Come from: Hong Kong

Due to an extensive security check at the Canadian airport, I found myself caught in a lengthy queue, which delayed my arrival at the gate by a mere 3 minutes.

I would like to emphasize that I followed all the recommended guidelines by arriving at the airport three hours prior to my scheduled departure and entering the security check process 1.5 hours before the check-in time. Despite adhering to these procedures, the excessively long security check time was beyond my control. It is disheartening to note that United Airlines did not offer any assistance or guidance during this period and simply instructed me to remain in the lengthy queue, ultimately leading to the missed flight. It is disheartening to note that despite my best efforts, I was denied boarding and was instead provided with an alternative flight, which proved to be an arduous and inconvenient ordeal.

The airline staff I interacted with during this process displayed poor communication skills and a lack of understanding of my predicament.

Instead of attempting to accommodate my situation and find a more suitable solution, they simply assigned me a significantly longer and more time-consuming journey. As a result, what was originally intended to be a 24-hour trip turned into a grueling transportation experience spanning over 48 hours.

To my dismay, the inconvenience did not end there. United Airlines failed to uphold its commitment to timely departures, resulting in two separate flight delays (UA2313 & UA869) that caused extensive waiting times and further disrupted my travel plans. In the beginning, from YYZ to IAD, where I was forced to endure an agonizing 8-hour wait at the airport.

This delay alone had a cascading effect on subsequent flights, causing further disruptions to my itinerary.

The second delay, which transpired during the IAD to SFO leg, added an additional 4-hour wait at the airport, compounding my frustration and leaving me with no choice but to miss my connecting flight from SFO to HK. This unforeseen setback further exacerbated the financial loss I incurred, as I had to make alternative arrangements for accommodation and reschedule my onward travel.

Finally, during the third and final leg of my journey, from SFO to HKG (UA869), I was subjected to yet another delay, this time due to an internal issue within the airline. This prolonged delay of over 11 hours and 4 hours again not only caused further inconvenience but also contributed to an overall negative travel experience that left a lasting impact on my well-being.

The series of unfortunate events I experienced during my journey with United Airlines has not only resulted in a substantial financial loss but has also caused significant mental distress. I would like to highlight the distressing situation I found myself in due to the missed connection and subsequent overnight stay in San Francisco.

As a solo traveler, I was left stranded without access to Wi-Fi or sufficient US dollars to meet my immediate needs. The long hours of waiting, the missed connections, and the lack of effective communication from your staff have left me deeply dissatisfied with the level of service provided.

I would like to bring to your attention the adverse consequences that this flight arrangement has had on my professional life. Due to the prolonged delays and missed connections, I was unable to return to my company on time, which led to my manager assigning blame and dissatisfaction to me. As a direct result, I was compelled to take an additional day of unpaid leave, resulting in a financial loss of approximately $2000HKD.

I firmly believe that United Airlines should take full responsibility for the financial repercussions of their inadequate service.

As a gesture of goodwill, I hope you will consider compensating me for the financial losses incurred, as well as the mental anguish and inconvenience I endured throughout this ordeal. Therefore, I request a full refund and compensation for the aforementioned amount.

I trust that United Airlines values its customers' satisfaction and will take this matter seriously.

I look forward to a prompt and satisfactory resolution to this complaint. Please provide a response within two days.

Thank you for your attention to this matter.

Heidi Carter: Confirmation No. C868TK

Meagan Smith : Confirmation No.

CN47YN

Taylor Gray: Confirmation No. 2BGM9L

This email serves as a request for a refund for the above individuals. My name is Heidi Carter. My daughter is Taylor Gray and my best friend is Meagan Smith.

I am 46 years old and have been flying on a very regular basis since I was a kid. My dad works for American Airlines for the last 35 years. I have flown A LOT! Including oversees.

And I have dealt with a lot of hiccups in my travels. Delays. Disappointments. Chaos.

But never in my 46 years of life have I had to send a complaint and a request for a refund. Same goes for Meagan and Taylor. The three of us purchased tickets to fly together from DFW to Stockholm Sweden. With a 2 hour layover in Newark airport.

This nightmare story will take me 5 hours to explain over the phone.

And this story truly will turn into a novel if I include the WHOLE story. I am leaving out some points and emotions to the story. This is what I call, the Readers Digest Version. And the only plus side to this whole experience is that all 3 of us were smart enough to not check on any luggage.

We only did carry-on.

We arrived at DFW on June 13th for our flight from DFW to Newark to leave at 10:22 am. About the time we are suppose to board, our plane still hasnt arrived at our gate. A United employee at the counter made an announcement that the flight has been delayed for about an hour. And told us that for some reason our plane decided to go land in Oklahoma City instead of DFW.

They have no reason why that happened. And explained that all the other airlines are landing and taking off with no problems or delays. I then panic a little because of our connection in Newark being just a two hour layover. I made my fear known to the United employee at the ticket desk and the gentleman reassured me that we will make our flight.

And there were 14 of us on this flight that are making that connection in Newwark to Stockholm.

Close to the hour mark of the flight delay, the United employee came over the intercom and said the plane was about to land and they will quickly deplane, clean and get us in our seats. About 10-15 min later the United employee told us our flight has been delayed again because the pilot came in for a landing and aborted the landing and circled back around. But hey, the United employee once again reassured us we would make our connecting flight.

When we land in Newark, we land at the exact time our flight from Newark to Stockholm is boarding. Nothing is smooth about trying to get us off the plane.

So many delays in getting us off the plane. THEN, a United employee made an announcement to all of us on the plane who are making the connecting flights that our Stockholm plane is waiting for us. We still are panicking and rush to the next terminal and gate to catch the Stockholm flight. All 14 of us running.

Just to get to the gate and the United employee said sorry. Gates closed. Plane is still sitting there. Although we were told REPEADEDLY that we will make our connection and they are holding the plane for us.

They would not let us on that plane. We have missed our connection. All 14 of us. And the United employee sent us to customer service.

As we are waiting in a long line for help, I call United customer service. See who can help us faster. Someone in CS answered the phone first while we were still in line. Im trying to quickly tell the person on the phone what happened.

She then tells me that if I can get to Pennsylvania, there is a flight leaving from there at 5:00pm directly to Sweden. I told the United employee that its 4:45pm and Im in Newark. Even though Ive already explained all of this to her. By that time we made it to the in-person CS United employee.

And I let the CS employee go over the phone.

The in-person CS United employee that helped us had us at her desk for 2 ½ hours trying to help us get another flight. Myself, Megan and Taylor had to do all the work trying to find what flight we wanted to be on. The united employee was zero help in helping us navigate our options. We had to do all the research on our phones to find a flight.

Here it is Tuesday and we were told the next direct flight to Sweden from Newark isnt till Thursday. I told them that wont work because we have hotel reservations. And we dont want to lose 2 days in Sweden. We spent a lot of money on this trip.

And we were only going to be there for 6 days. If we wait 2 days for another flight, we will only have 4 days there. And I pay for 2 nights at a hotel Im not even there for. So after A lot of research, we asked to be booked on a flight leaving that evening from Newark to Edinburgh.

And then catching a flight in Edinburgh to Frankfurt. Then Frankfurt to Stockholm. Wasnt happy about it. Still losing a full day and 1 night in Sweden.

But guess that was better than 2 days.

So the United employee prints off our tickets for our flight from Newark to Edinburgh and hands us each of our tickets. All 3 of us. Then the United employee hands Meagan and I our tickets for our flight from Edinburgh to Frankfurt. And Frankfurt to Stockholm.

But doesnt give Taylor hers. The United employee said for some reason Taylors tickets for those last two flights are not printing out. But reassured us that the tickets have been confirmed and gave us the confirmation page. And told us when we land in Edinburgh to go to the Lufthansa ticket desk and have them print out her tickets.

When we finally get in our seats for the Newark to Edinburgh flighta united employee came over the intercom and announced a flight delay to allow some connecting passengers to make that flight.

How lucky for those passengers. We were not extended the same courtesy.

When we arrive in Edinburgh we immediately go to the Lufthansa ticket counter to get Taylors boarding passes printed. Lufthansa lets us know that there is NO confirmation for Taylor Gray. The United employee never booked her tickets to Frankfurt and Stockholm.

And now both of those flights Meagan and I are on are booked. And no seats available for my daughter, Taylor.

Now Im sensing a pattern with United. The employees constantly are telling us what we want to hear and then passing the buck to the next employee to deal with the lies we were told. Knowing damn well that we wont be able to confront them again.

Thank goodness we had about a 6 hour layover in Edinburgh because it almost took that long to figure out the mess that United put us in.

Taylor was passed back and forth between the United desk and the Lufthansa desks for about 3 hours. Lufthansa would tell Taylor she needed such and such information from United. So she would go get in line with United. Tell them what is needed.

They would do it and then tell her to go back to Lufthansa. She then waited in line again Lufthansa and told once again that it wasnt done. And needed to get back in line at United. She went back and forth like this for about 3 hours.

Tears are starting to fall. We are exhausted. And nothing is going our way.

They finally get Taylor on a flight from Edinburgh to Brussels. With a one hour layover in Brussels to Sweden.

The Edinburgh flight to Brussels got delayed and Taylor was unable to make the connection from Brussels to Sweden. The Brussels airport put Taylor on another flight leaving for Sweden the next morning. And put her up in a hotel for the night, 45 MINUTES AWAY FROM THE AIRPORT. My daughter, all by herself in Brussles.

This wasnt supposed to happen.

When she arrived at the hotel she had 5% left of her battery. The hotel had no converter chargers. Nothing. She had to turn her phone off and pray the hotel gets her up in time and she makes it back to the airport with no hiccups.

She did make the flight and made it to Sweden over 24 hours later than expected.

Meagan and I did make it on our flight from Edinburgh to Frankfurt. But since we have never been to Edinburgh before and never flown with Lufthansa beforewe didnt know all of their rules when it comes to liquid and carryons. In the US, the airports dont have as strict of rules about your liquids as much. Still need to make sure its all in the small containers.

I still keep them in a clear plastic bag. They just dont frown anymore on the size of the clear plastic bag. So to make sure I followed all the rules, I purchased all my expensive hair stuff and face washes and creams in travel sizes. Cost me a fortune.

But I didnt want to bring my full sizes and have to check in my luggage. You know who got mad at Meagan and I for our liquidsEdinburgh. An airport we were never supposed to be at. Never part of our almost $1700 tickets we purchased with United to get to Stockholm Sweden.

They made Meagan and I throw away so many of our liquids. And got mad at us and treated us like we were stupid for bringing that many liquids into their airport. I tried to explain we had no idea and we werent even supposed to be at that airport.

When we get on both of our Lufthansa flights, we didnt know that they only allow ONE carry on. We have two.

A backpack and a small rolling suitcase. Again, we werent ever suppose to be on those flights. We didnt know. The Lufthansa employees were nice about it.

But the passengers on the flights got mad at us several times about our luggage.

I did have to get a hold of my hotel to let them know we are coming and to please not give our room away. And that I understand I still have to pay for the night we missed.

The repeated lies we were told by United made this the WORSE flight experience ever. This was my first experience flying United. And I will never ever fly with you again.

No one has tried to make this right. I put in a request over the phone with a United employee for a refund. The United employee told me that I was due a refund and told me it will be processed and charged back to my credit card with in 7-14 days. And about 4 days later I received and email from United saying they would not do a refund because the tickets were used.

Once again, another lie from a United employee.

All 3 of us paid about $1700 per ticket for a flight from DFW to Newark.

And then Newark to Sweden.

We didnt get that. We lost a lot of money and time dealing with the drama of getting to Sweden. And yes, all 3 of us deserve our money back.

And probably a little more than that for what we went through. But all we are asking for is the money back for the tickets we paid for.

We look forward to hearing back from United.

Heidi Carter

214-924-****

hidcarter@***.com

Taylor Gray

903-466-****

Meagan Smith

903-380-****

msmith5751@***.com

We booked our flight a month in advance I asked for disabled wheelchair assistance for my husband not only when we got there were they not waiting with the wheelchair for us but after paying extra to get a front row seat for my disabled husband who is dying I might add on hospice care coming to see his uncle who's also in the hospital dying so they can see each other they asked if we wouldn't mind letting the plane divorce because you guys weren't there with the wheelchair I looked at her and I said we only have a 50 minute layover in Chicago won't that make us miss our flight she said very nonchalantly oh yes I said no then we're getting off we got to get off I can't miss this flight so I had to make my husband get up who can hardly walk mind you that's why we were in the front get off the plane as she's going what can he do that I said well I guess he doesn't have a choice because we can't miss our flight we don't have money to pay for another one now but my husband had a backpack as a carry on they're cubbies were so small it couldn't even accommodate a backpack that had his medication in it the stewardess requested that we green tag it I said okay but it will be there in Kentucky when we get there right because of my husband's medications are in here I was assured it would be there now I don't know what happened in the five feet that it took that stewardess to hand the man loading the suitcases onto the plane my husband's backpack but when we got to Kentucky his backpack with medications after paying almost $80 a seat to get the front row seats and he's disabled so it should have been free to begin with so when I called obviously angry asking for a credit because they put us in the return flight they put us in Rose 32 and 26 i was asking for front row or you know closer to the front of the plane seats because he's disabled and we need to be able to get off and he needs to be able to get off safely without people trying to bump and push and whatever to get off the plane they were able to accommodate us to the 10th and 12th roll and then pass the buck to Chicago airport told me to call Chicago to make sure that the wheelchair assistance was set up and Chicago told me I need to call United to make sure the wheelchair assistance is set up so does anybody around here know whose job is ..who??!!do you even do jobs around here I know that the way you treat your disabled is despicable especially asking a disabled man to miss his flight because you guys can't have a simple WHEELCHAIR! AND I MIGHT ADD IF YOU DIDN'T CHARGE SUCH A RIDICULOUSLY LARGE FEE FOR THE DISABLED TO BRING THEIR OWN CHAIR HE COULD HAVE HAD HIS OWN AND THIS WOULDN'T HAVE HAPPENED!!!

My Husband was so exhausted and worn out because he had to over exert himself obviously we ask for Disabled ASSISTANCE FOR A REASON!!! United airlines shame on you you were despicable and I will be emailing a complaint to the department of aviation as well

My wife and I booked our bucket list trip to Italy through United via their Star Alliance partner, Air Canada. The nightmare started on September 25, in Montreal, when boarding started, but was never completed.

450 passengers were told that there was a delay because the Air Canada airline baggage personnel crashed the luggage lift into the cargo door. Passengers deplaned and were told there was a one-hour delay. We were then told there was a two-hour delay. Delay after delay.

We were strung along until 1:30 am on 9/26/23 when the airline finally admitted the plane would not leave until noon the next day!

Vouchers were offered for hotels and food. We were made to pick up luggage and go through customs again and then check our bags again, all 450 people! Then we had to get in line for the vouchers. This took a lot of time and we were exhausted.

The line moved slowly and when the service desk was in site there was ONE Air Canada attendant working! Unbelievable! Meanwhile there were 6 or 7 other attendants at the service desk helping passengers for flights the next day and none stepped in to help the passengers that had been up all night! When we finally reached the front of the line (at 4:30 in the morning!), we were told there were no vouchers left!

We returned to the gate and slept on very uncomfortable benches as airline transport vehicles beeped and announcements rang out all night. We received $30 for food. We spent $12 of that on toothbrush kits and had to spend $64 for a meal out of our own money!

The flight left at noon the next day and arrived at 2 AM in Rome. The original flight was to arrive at 9:30 AM in daylight when the trains were running in Rome.

We were supposed to catch a train to Florence but trains do not operate at 2:00 am! We spent our second night trying to sleep at the train station in the company of pigeons and other passengers in the same boat! We took the first available train in the morning to Florence but arrived 30 minutes too late for our first scheduled tour of David and Accademia. We had already paid $73.88 for this in advance so not only did we lose our chance to see David and Accademia, we lost our money

We ended up missing our first two nights stay in the hotel we booked in Rome.

We were told the rooms were canceled because we were a no show but yet we still had to pay for them even though we called our hotel several times to report our delays. It was a very stressful time!

I reached out to both Air Canada and United. The Case ID for United: 169813****81069 The case ID for Air Canada: CAS-689****-M1K8B5. They claim the flight was cancelled due to a safety-related reason and it is ineligible for compensation.

It was a safety related issue but the issue it was caused by United/Air Canadas negligence. An employee ran his luggage loading forklift into the airplane and caused the door not to be airtight.

Since the airline caused the problem due to their incompetence, I should be compensated for the misery we were put through. Their excuse for not compensating me is ridiculous and makes no sense!

--FLIGHT INFORMATION--

Flight Number: 892

Flight Date: 2023/09/25

Departure City: YUL Montréal Trudeau

Arrival City: FCO Rome Fiumicino

Ticket Number: 016246****982