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United - Unaccompanied Minors

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Melanie of Eugene OR (5/3/04):
I live in Oregon and have children that must fly to visit their father in Alabama. We have flown all the major airlines many times. On March 30, 2004, my children were scheduled to return from Alabama to Oregon via Chicago-O'Hare. I paid for the ticket and, at my insistence due to the short layover, my ex-husband paid the fee for unaccompanied minors.

A United representative took my children from their first flight to the Portland MAINE gate and left them there unattended. (They were supposed to have a United Representative with them until they boarded their connecting flight). My son (age 16) noticed the difference in flight times and numbers on the board (the board only said "Portland" -- not Maine), and the United representative refused to even review his proffered ticket.

As a result of United's lack of concern, my children missed their flight. My 13-year-old daughter called me and I spoke with a gentleman named "Ricardo." He assured me he would get them on the next flight and promised he would have the kids call me back within 20-30 minutes. I waited and waited, but they never returned my call. I called my travel agent (who booked the flight) to seek advice as to how to find my children. She checked the kids' itinerary only to find that the kids had indeed been rebooked on yet ANOTHER flight to PORTLAND MAINE (instead of Portland, Oregon).

She hung up and began trying to reach United and so did I. I was finally put in contact with someone named "Amy" and she had my kids. She later disclosed that they had rebooked yet a third flight, this time to Portland Oregon. I spent several hours very concerned about the whereabouts of my children, and I was not comfortable with the way United was handling the situation.

I believe United acted in appropriately and put my children at risk due to their multiple breaches of responsibility.

Michael of Elmira, NY, writes:
Three young girls from Holland came to visit us and their flight from DC to Buffalo was cancelled due to stormlike weather. They had to obtain a hotel room and UAL didn't pick up the charge nor did they even offer a discount to these girls who were not at all accustomed to the US and specially the DC area. I believe that the airline should have paid for their hotel accommodations for the night.

The girls got a room at the Hampton Inn and paid $84.14 from their own funds. They returned to the airport and flew into Buffalo on schedule the next day. The girls and their parents were very worried about this situation as we were. UAL should have shown more compassion for these kids who don't have a clue about the reality of being on the street in Washington DC.

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