United Airlines

The issues arose during the computer outage on Friday, July 19, 2024, when our flight from SMF was delayed. We arrived in IAH and upon landing confirmed per the app that we had landed in time to make our connection to LIB.

I asked an Attendant to please contact the gate to inform them that our party of seven had landed and would be able to make our flight. The Attendant confirmed on his own phone that we had landed in time and he ensured me that the gates knew that we are on the ground and we would make our flight. The gate was next to the one we would be departing from, literally less than 100' away. However, we were held for approximately 25 to 35 minutes on the Tarmac but was told we would make our flight since we are on the ground.

Once we finally made it to the gate to catch the next flight from IAH to LIB, one of our party members arrived at the gate just as the doors were closed. We were in shock to say the least, after being told the gate knew we were on the ground and not to worry we would make the connection. Obviously that did not happen, for unknown reasons to our party. We were given a card with a number to call, the number that was given to us was worthless, one in our party was on hold for over an hour, I myself over heard another passenger conversation and was given the number {{Rrdacted}}.

I was able to get ahold of an agent in minutes, just to have them hang up on me, not once but twice. Finally, the third time I spoke to an agent at approximately 5:40PM, this agent worked diligently to find seven flights to get us to LIB. Two of us went to ORD, two to DEN and three stayed in IAH. We were offered meal vouchers and hotel vouchers as compensation, however, they were worthless, we could never use them due to other delays and the fact that not all vendors would accept the vouchers.

My wife and I made a reservation in Chicago and tried to use the Motel Voucher, however, the delays to ORD made the voucher useless, we arrived so late, in order to take ground transportation to the reserved room would allow us only an hour or two of rest. We decided to stay in the Airport and at 5:00AM we used our two United Club Passes (request reimbursement). The other party members decided to stay in their respective connecting airports to get to our final destination of LIB. Although inconvenienced and upset about missing our flight, although we were ensured we would make the connection by staff and the United App, we felt we would still be able to enjoy our vacation and miss a day.

However, that was just the beginning. To preface the next portion, I would like to share that we were told that our bags would follow us and that it would be more of a hassle to get our bags and recheck them since our final destination LIB was international. In fact at least two gate personnel told us to that we could not be helped, they would only assist those who were going to board flights at their gates and that we had no choice other than trust that our bags would make it LIB in time. Of the seven in our group, only two received their bags at the carousel in LIB.

One received their bag on Sunday evening, actually Monday morning around 00:30, another parcel was delivered on Monday at approximately 23:00 and we received one bag on Wednesday at approximately 15:30. Two bags were never delivered and sat in IAH during our vacation, they were finally rerouted back to SMF and we were told they would be delivered to our homes. However, that did not take place either. They were eventually sent to RDD which is a muni close to our homes.

One of our party picked up her bag on Saturday, July 27, 2024 and I received a call from the RDD Baggage Claim department asking me if I wanted my bag sent to LIB (are you kidding me), I explained to the baggage person to please hold on to it, I would drive up to pick the bag up personally. They were actually going to send it LIB, what a joke, but I did drive to the RDD airport and picked up my bag. During the time trying to reroute our flights, dealing with baggage, the numerous calls and cancelled excursions due to timing of deliveries, to the useless vouchers and the overall experience I am requesting the following reimbursements. 1) Vouchers for two flights equalling the amount spent on the original flights of approximately $840/ticket for a total of $1,680 in ticket compensation.

2) Would request full reimbursement for the two United Club Passes used in ORD and an additional 10 United Club Passes to be issued to my account. 3) I am requesting that I receive compensation for time spent addressing the delay and loss of connection to LIB, the time spent on the phone dealing with the loss bags, reimbursement for missed excursions due to timing of delivery of bags in Costa Rica and the countless hours spent using the Virtual Assistant during my vacation. Based on an hourly rate of $50/hour, I estimate time spent of nearly 10 hours (this is a very low estimate) or $500 reimbursement of time. Furthermore, I was told by a baggage supervisor that I would receive a complete transcript of all phone conversations, and all electronic communications (text with Virtual Assistant) with 3 to 5 business days, or on approximately 7/29/24, however as of today 8/5/24 I still have not received which prompted another communication to the United Virtual Assistant which was then escalated to an agent via text.

Which I am currently in communication with. I have now been to told via text messaging that I cannot receive a transcript, that is the reason I am writing this complaint.

I hope this will be addressed. Respectfully, JBS (Note that upon clicking on the United Website, I acknowledge that I am redirected to the site under PISSED Consumer https://united-airlines.pissedconsumer.com/sendEmail.html?group=Customer%20Service)

When boarding United Airlines Flight UA2605 on August 17, 2024, a flight attendant asked my wife and me to take our backpacks from the overhead storage bin. She wanted us to put them under the seats in front of us.

My wife explained to her that I couldn't do that because I have long legs and was already cramped in a middle seat. The flight attendant started on a tangent, stating that if other passengers boarded and didn't have room for their carry-on luggage, they would be charged a fee. While I understand this is 'travel etiquette', her approach was disrespectful and out of line. She was so rude that I exclaimed, 'Give me the damn thing!' Her response was, 'We don't talk to each other like that.' She then proceeded to call another coworker who came onboard to ensure I wouldn't cause any trouble and insinuated that I was 'hostile'.

I am 6'2', 250 lbs., with a size 13 shoe, in a middle seat, and I had just paid $50 to check in my carry-on in Seattle. The treatment I received was ridiculous and embarrassing. My wife was concerned that we'd be kicked off the plane, and I had to remain silent because I was already labeled as 'hostile'. There was plenty of overhead space left.

Later, I saw the same flight attendant place a backpack from a man with a dog in the overhead storage with no issue. Four other people, with whom we were traveling, were also appalled at the treatment I received.

I don't know the name of the flight attendant, but she was African American. If you have any questions, please feel free to call me.

The flight get cancelled two times I get forced to fly with Turkey Airlines it was very bad experience rude the seat was very bad even I have health issues not to mention the layover instead direct flight. They damaged one of my luggage Turkey airlines and United Airlines refused to take care of the problem.

I called several times United and turkey Airlines I was a ball between United Airlines lines and turkey Airlines I have many messages from united refused to reimbursed the difference on my expensive ticket I purchased.

This my first bad experience with United I hope you contact me to solve the damage I have. All my family use 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.

On 7/24/24 ticket agent United airlines at skyhoubor airport lost my driver's license and made me miss my flight, connection from LAX to HNL , after arrival 3 days late to Honolulu I lost our on my prepaid booked air b&b $ 5,000. Non refundable, went back to United airlines ticket counter where I was treated horribly and give zero help , I couldn't check into any hotel or cheap motels because I don't have any identification on top of that my checked surfboard bag with 2 Brand new custom shaped longboards are no where to be found, and if United airlines doesn't recoup my entire loss and constipation isn't made to me in the immediate future I will seek legal counsel and take to the furthest legal of the law possible

Worst customer service, due to this new scanning rule at the airports! Why not give customers the option of human assistance as well as the scanning option!

It was so frustrating not being able to speak with someone in person for assistance, especially for older adults who are not as savvy with technology. The workers at the airport are told not to assist you, they just send you to the scanner. Thank goodness for the one person who decided to help, even though they were not supposed to.

We would have been on a flight the next day with the scanner flights that were sent to us! This all happened because our flight was delayed and we missed our connecting flight and needed to arrange for a new flight.

As a lawsuit is in the works, I will not include many details, but I will just comment for people to be aware that United has (at minimum, one) extremely nasty agent working at the EWR Customer Service desk.

I was flying recently, and when I went to the desk, she was extremely nasty, before I even said a word, and before she even knew if I was late etc., or for any other reason with which United could try to use to squeeze out of this, and blame it on. No, she was simply nasty from the get go, before I even said a word (and she actually bent all four of our passports to keep them open.

No, not what you're thinking- not along the vertical direction, as when in folding a book open. No, the HORIZONTAL direction- across the middle of all the passport pages, thereby creasing all four of our passports. And again, this was before I said a word). Bad apples can happen in any company, (and unfortunately, there do exist some naturally nasty humans; without proper self-work, they remain that way), but they obviously have an issue with the vetting process if this woman is actually working as a daily agent speaking to customers.

I'm all for being inclusive and hiring this woman who obviously would not be hired by many a company- but she should have been stuffing envelopes far in the back offices- not up front being nasty to customers. Again, hiring nasty people can happen by mistake, but the real issue is when the company is informed about it, and will try to downplay it, instead of owning it. Welcome to United. When I communicated with the company about this nasty behavior, this was their written reply: "Regarding the behavior of our employee, we've reviewed the matter and found that our employee was following standard procedure.

Although we cannot disclose specifics, we confirmed that your arrival was after the check-in cutoff time for the flight." LOL. I was the one who informed them that I was late, and that the complaint had nothing to do with that, but with the agents behavior, and the answer is "your arrival was after the check-in cutoff time"! Gaslighting at it's best! As the CEO of my business, I will integrate this United personal experience in our employee training courses, as an example of what never to do, should a customer ever bring up an incident of not being properly addressed.

Again, mistakes can happen in any company, even my own, but when the response from the Corporate Office is to try to deflect and actually write that I came late, even after I was the one who informed them that I was late, and the issue was the employee's behavior before she even knew what flight I was on etc., then you know this is not the company to be associated with. Mistakes happen. Reputable companies feel bad about it. United apparently does not.

Not a company to continue with, obviously. Being a frequent flier, I have already cancelled my corporate account linked to United, and will take my business elsewhere, as well as advise my employees of this, and recommend other airlines.