United Airlines Reviews

If I have not already paid for the tickets for sure I would look for another airline to travel. Interesting is that when you look inside the site of United (it is almost standard, is very similar in KLM), they ask for some information about the pet, location, etc, after three days they tell you that you have to hire a company to transport your dog inside the same plane you are but paying a much higher price than you would have to pay if they just do as other companies do. It seems to me that is a way to charge more bucks for the same service.

Over the course of the next month, we probably called United over 100 times. Each time we were sent to a call center in India. The reps there were useless, since their only contribution was to input a search request in the computer that then went to Seattle. You would think that if the same search request came 100 times to the airport, someone there would think to place a call or have the decency to contact the complainant. No one called us. After about 50 calls, we started to figure out the call center business and finally get through to someone in the US. Every five calls or so we even had the privilege of convincing the person to get someone from the airport on the line - we couldn't talk to the airport directly, we had to pass messages through the person who took our call who would then put us on hold, speak to the Seattle rep, then relay that rep's message back to us. If it wasn't for the sentimental and valuable stuff we had in our luggage, the whole farce would have been somewhat funny.

Again, no progress. We went back to Seattle one weekend to check. We went to our airport. We wrote letters. United started an investigation but no one called us for 3 months. Eventually, talking to one very helpful and smart person back at Seattle airport (we had to go back to the actual airport to find this person), it became clear what happened. Since there is no policing the baggage area, the bags came out once the plane landed. Because we were re-rerouted, however, we had to sit in the plane for some time while United made arrangements for the passengers. During this time, the luggage was sent to the carousel. It hit the carousel a good 10 minutes before we disembarked. It was therefore clearly stolen. A number of workers at the airport confirmed that theft was rampant there. Basically anyone can walk off the street and take a bag away. We talked to the police and they investigated, but given that more than 2 weeks had gone by, all the surveillance footage had been erased. They said there are multiple thefts there everyday. No luck.

About 10 years ago, apparently, United had a security system in place where a rep checked your bags before you left the claim area. After talking to more United reps, we were told that they made a decision to abandon this security to reduce costs. They basically decided that paying out claims for lost luggage was less costly than maintaining security in the baggage area. After accusing United of negligence and complaining over and over, we eventually got a measly cheque that covered basically our expenses in doing our own investigating - phone bills, costs of driving to Seattle, etc. The bag was never found. It contained all our wedding things - dress, suit, gifts, other clothing we brought for the occasion, some mementos, probably about $30k worth of stuff. The piece of slime that stole it must have thanked God for his luck.

United is completely negligent and uncaring towards its passengers. It makes no effort to secure the baggage that comes off their planes in known theft zones. It makes no effort to give complaining passengers all the details they need to find their bags, like informing them that they ought to also notify the police. They have established an elaborate Kafkaesque system to make it extremely difficult to speak to customer service reps in the US, at the airports, or who would actually be able to help or give you information. The almighty claims reps, high on themselves, are rude and obnoxious, an aromatic stew of arrogance and stupidity. Their compensation for losing your property due to their own negligence is paltry and a complete insult. They actually, in our case, were obligated under law to pay us more but ignored those laws assuming that we won't start a claim. Even the worst airlines don't treat customers this badly. If anyone is up for a massive media campaign to expose this company for their dismal practices and strong-arming of customers I'm in!

At that time, the old man wasn't going to pass the counter or anything. I didn't know why he shout at him. The old was trying to say a word but that ground staff kept saying with a high pitch voice to him "I said step back...". He didn't even listen or answer the old man's question. I hate to think about that if it's because the old man was an African American?! However, when another two Americans went to the counter and asked a question, the ground staff politely served them without saying "step back". WHY? So, the old man could be frustrated at that time and tried to go talk to the ground staff again but the ground staff acted so rude and he said "step back and I can make you not getting on this plane if you don't listen what I said." The old man was pissed off (Who wouldn't??!!!) and said a one bad language. The ground staff started to shout at him even louder and said "I can do whatever you did to me right now. I can yell at you, you can complaint and call my supervisor but now you need to calm down or I'll not let you go on the plane."

There was another security guard standing up right next to him but he didn't do a thing to try to stop the fight. At the end, the old man stood back and the ground staff really didn't let him get on the plane. I hate to think about that's about discrimination of race but it seemed to be.. and I felt so sorry for that old man. I know it won't help even I made a complaint to United Airlines because nobody cares.

Today on 25/11/2014, I spoke to Andrea **, who tells me that I have to book flights for the full amount or more than that. I have to make travel plans in a week??? I spent a lot of time to make my travel time and they change policy in a day and I have to make changes to my plan. If what Andrea said is correct did United airlines not train the other service representative (at least 8 of them)? What is going on? I need an answer soon. I have to book tickets before the end of Nov.

At 11 pm they announced that the flight has been canceled - all the passengers very disappointed. We were stuck for one night, slept on the floor at Narita Airport. They only provided a blanket. We all took a flight to LA at 2 pm the next day on Sunday, 09th of November '14. I've finally arrived in Vegas on Sunday, 9th November '14 at 2.30pm - due to Flight 033 cancellation I lose my 1 day vacation in Vegas. I wasted 1 night Hotel at MGM and also Britney Spears' concert. This was such a terrible experience. I will never fly with United Airlines anymore.

Mind you I have done this before and I did not get a response and they could not help me when I called, so I was not going to do this again. Our money is just as hard to come by as theirs, but obviously they do not see it that way. When I talked to a supervisor he stated that he could not help and when I said I would be using another airline he said OK. I would rather pay more and use a company that cares about their customers than have to deal with this company on a regular basis. There should be something more that people can could do about companies like this.

We were sent to the Comfort Inn by the Bay in a bad part of town late by shuttle. The United agent gave the shuttle my name to arrange transportation for ALL 9 of the United cancelled passengers in my relocation party. I called to confirm the shuttle and found out UA had NOT made a reservation. I had to book it for all of us myself. Which would have been a huge issue for UA had I not taken charge. I am disgusted by the bad customer service AND the unprofessional way we were all treated. I was told in every interaction with a United agent to go online and complain. I expect a call back from a customer care professional ASAP with a resolution. Thank you.

There were a few angry people started to scream and asked them to get more help because we all need to get rescheduled. The situation was so messy and a lot of customers were really angry because they cannot provide us when the plane will be ready or provide more help. At this time, the 7th delay notification was sent. Finally, the lady rescheduled us to a American Airline after we waited for more than half an hour and we only had an hour to make the flight, but she told us that we might not get our luggage. We explained to her that we need our luggage. How can we travel without it? Then, all she said was to go to the customer service counter to get help. When we got there, there were about 20 more people ahead of us and only 2 people at the counter. We waited and waited for 45 mins...still couldn't speak with anyone.

We were really close to boarding time for AA so we went back to the gate and spoke to the lady, but she was helping another customer and pointed me to another gentleman. He didn't want to help and told us to go back to the customer service counter with a horrible attitude. Back at the customer service counter, they told us to call customer service phone line. Being on the phone for awhile, but the customer service rep on the phone couldn't really help either. He only could sent a fax.

We missed our flight with AA so AA had to reschedule our flights with Air Mexico. After that, I had to call the United customer service line again to ask them to take our luggage to AeroMexico instead of AA. He said that he sent a fax to ask united to transfer our luggage to AeroMexico and he reassured us that we will get our luggage. We rushed to AeroMexico in the international terminal to catch the flight and hoped for the best. After being in the line 3 times with 5 different United reps, check- in line 3 times with 3 different airlines and 2 securities checkpoints. We were already mentally and physically exhausted. We still tried to look at the glass as half filled.

When we got to Cancun, it was 12am in the morning 11/1 and they lost our luggage. AeroMexico filed a claim for the lost luggage, we did not get to our hotel until 2am. It was extremely disappointed to get through all these run around and waiting in so many lines, then come to find out you have no luggage, no clean clothes or any of your personal items to use. I called United at that time, but they said that they can't help and I had to write an email to customer care so I did it right away. Today is 11/7, and we are back home but still no words from United. This is my last time flying with them for sure!!!

What makes it worse is that the whiskey had enormous sentimental value because of their connection to my father's birthday. I was planning on sharing a glass with him from those bottles when he came to visit over the course of the next few years and reliving the memories of our Scottish adventure. At the end of the day, the airline business (more so than any other) is built on trust. When we choose to fly United we are making the decision to put our lives and valuables in the airline's hands and trusting in the professionalism of their pilots, maintenance personnel and ground crew for the duration of the journey. My trust in this airline has been severely shaken.

United Counter Representative Kimberly ** made a determination before I got to the counter that my dog was too large for his carrier. She did not wait on me, talk to me, and did not even know the reason that I was at the counter. When I did step up to pay the $175.00 for the dog and print my boarding pass, the person who did take care of me was pulled away and told that the Supervisor was on her way. Deborah ** with United Airlines of Warwick, Rhode Island, told us that it was determined that my dog was too large for his bag. We tried to ask how this was determined and she said that it was the agent's decision to call her for further determination and she agreed. We explained our view, asked that she investigate our frequent flying with this dog, and the fact that we had JUST flown to Rhode Island just 16 days prior to Warwick on United....We asked "How could we have taken so many flights on the same airline, paid at the counter each time for the same animal with the same carrier and never had this happen before?" We even put the dog in the bag and tried to demonstrate how it could turn around.

Deborah wanted nothing to do with the explanation, nor did she watch as I tried to show her. My husband had to make this flight and I remained behind to deal with getting another flight. Deborah made a reservation, but made a point to use her authority writing in the itinerary that my animal should ONLY be allowed to use the United's PetSafe Program, making it impossible for me to fly the next morning! There are other airlines out there, I can fly them. United is the most expensive to fly a pet in the cabin and in the cargo. The "PetSafe" programs has so many complaints, that I wouldn't use it for a small dog or any animal.

Our dog is 17pounds, fits in and can turn around in his carrier which is within the sizes for United's specs. United's PVD agent Kimberly ** and Deborah ** (PVD) who is with the United's management team are the only two who have found this dog to be too large for his carrier....in one year and seven months and over 12 round trips. I made a few calls to the airline during the evening. The airport staff wins over any Supervisor on the phone. One United person actually told me over the phone, "You should just fly another airline." Great customer service and loyalty to their airline! I guess that I should fly another airline in the future. As for now...I remain in Rhode Island, with a complaint against United Airlines and my great rescue dog.

Hours later, the gate designation was 44 and the plane should have taken off by 1230pm, but just started boarding. No reason was given by staff. We only saw them with the routing maps at the counter, looking like they were trying to find a route to fly. At the doorway to the plane on the boarding ramp, there was a last minute baggage check? That proceeded to go through our bags and just removed our water/liquid bottles even though we had already all been through TSA. We were NOT allowed to touch or drink what we carried, they just put their hands into mine as well as others bags and removed my water bottle which I had just bought and threw it out!!! We were never told why the flight was so late, or why there was an additional TSA check, that looked like UA staff. The plane did also not have individual water bottles to give to us.

They did not do hourly rounds for water and when I rang the call bell for water twice, it was not answered either time. I boarded the plane with a cold and a fever and as a rider AND a registered nurse, I needed to have a constant supply of water due to the dry conditions of the airplane. The second time after no one had answered, I walked to the back of the plane and the stewardess was another traveler and gave me a dirty look after I had to excuse them after a few minutes to get my water. She also appeared to have an attitude later when she was serving beverages and food. This is horrendous treatment under any circumstances and I will NEVER be using this airline again.

As a matter of fact, I am forwarding my complaints to any and all parties who will listen to them, as UA should not only be issuing refunds for their delays, but also further compensation for the lack of communications, and inappropriate supplies, and treatment to passengers by their staff. PS This flight was from Hong Kong back to Newark airport, with a flight time of 15+ hours without the delays. I have nothing to do with staffing inadequacies or staff's inadequacies, nor should I be penalized for them. I am an ER nurse in NYC and we always have staffing issues and are expected to complete our responsibilities in spite of the shortages. I also have a 2 inch gash in my brand new suitcase used for the first time on this flight.

At the gate 1.5 hours before takeoff I go to the counter and the agent looks at me like I've lost my mind and says "I can't help you right now, I've got to get the plane ready. I'll get to you as soon as I can". I proceeded to watch this man pace back and forth between two gates, never actually going outside... because there was no plane there for him to get ready. As soon as he quit fidgeting I approached the counter again only for him to walk away. So I continue to wait patiently and he returns to the microphone and announces that the flight is overbooked and asks for volunteers. Of course no one even acknowledges what he said so I go to the counter and say "this does not mean that I'm on standby?" To which I get the response, "No, as of now you do not have a seat on this flight". I don't understand why I don't have a seat when I booked so far in advance and I'm ignored. He then proceeds to get on the microphone and board the plane, leaving me at the counter.

So I continue to wait and another passenger walks up only to discover she has the same issue as myself. The entire plane boards and the man still has not come back to the counter. Finally when he returns he tells us to "hold on I'll be right back" and disappears in the walkway with the door closed behind him. Thinking he's counting passengers and returning immediately I text my family that I'll be visiting for the weekend to keep them updated. 5 minutes go by. Nothing. 10 minutes go by. Nothing. 15 minutes go by. Nothing. The plane’s supposed to be leaving any minute. I look out the window to see the plane backing out and still have not been notified that I'm being denied my flight that I paid for months ago. Thanks for taking my money United.

Ten minutes after the plane leaves the lovely gentleman walks back into the airport with someone else and goes straight to another gate's counter. Who hires someone that just completely blows off their customers? You're hiring them to be in customer service! And for the next 50 minutes that I was at that counter the man never once made eye contact with me. That's pathetic. I take that as him acknowledging that he just screwed me over.

So this new man (apparently the supervisor because no one else could come help me) attempts to help me. This was the beginning of the longest reroute I have ever experienced in my life. The first thing he tells me is that someone had re-booked me for an indirect flight tomorrow. What company allows anyone access to their customer’s accounts/itineraries WITHOUT the customer’s knowledge or consent? I was dumbfounded that this had happened.

And of course they couldn't tell me who the culprit was. I was told all other flights to IAH that night were booked from this airport as well as the two surrounding airports. Was denied being put on standby for any of them. Refused to call the other airlines because "we all use the same system". Nothing was going to the other airport in Houston. So my only option was to cancel my trip or arrive 16 hours later than planned. I was FURIOUS. I had paid for an event in Houston tomorrow morning that I will now miss... keep in mind it cost more than my plane ticket.

After 50 minutes of my time wasted I am booked for a flight first thing in the morning from an airport 1.5 hours from my home. Taking a cab to said airport that I had to book myself (I've got a voucher and we'll find out tomorrow if it's enough). Missing my expensive event. Compensated for twice my ticket price. Thank goodness for technology because I was able to deposit that at 9pm as soon as I got home. And according to the voucher I was given I should be compensated for four times what I paid since my new arrival time is greater than 2 hours past my original arrival time. I was told if I didn't think this was fair compensation I could call the number listed on my voucher. So guess what I did as soon as I got home?

By the time I left the airport there was only one other flight leaving tonight. I feel terrible for the poor girl who was in line behind me. One because she had to wait 50 minutes until I was finished. And two because the other three United workers at the gates told her they could not help me. There was only one man with no sense of urgency to help. Needless to say, I'm guessing she's at home just like me right now.

Well... United doesn't take feedback over the phone. You can use their website. Or they'll let you leave a voice message. You also must use the website to make your claim for compensation despite what the untrained man at the gate tells you. Morale of the story... do not fly United even if they are the only airline that offers direct flights.

After an hour of arguing with Jose, we collected our bags and called Southwest Airlines ourselves to check about getting a flight home. Southwest Airlines was more than willing to help us and got us on a flight the next morning out of San Antonio (we were in Houston) AND set us up with a rental car. Jose told us that we would be reimbursed for our rental car, food, and a hotel. We spent $309 on a rental car, $50 on food, and $1700 for 4 tickets from Southwest. United Airlines is reimbursing us $143 per ticket (we were told by Jose that our 2 tickets on our connecting flight were worth $713). We have called several times to call United Airlines customer service. Each time we wait on "hold" for over an hour and never get to speak to an agent.

I am normally not one to complain, but this experience needed to be heard about. United Airlines employees are rude, extremely unprofessional, and need a lot of training in customer service. This was my FIRST and LAST time flying with United Airlines. Thanks to them (and Jose lying to us) we are out $2,586.

It never arrived as it was latter determined that it never left Philadelphia. Baggage Claim at United airlines on San Jose determined that it had never been put on the Houston bound flight. They gave me phone numbers to call to check on the status of the bag. Over the next 3 days those numbers were never answered. Multiple phone calls were made over the next few days to every conceivable part of United Airlines including their corporate office. No one knew anything. That effort resulted in me being told by a switchboard operator that none of the executive STAFF took phone calls and that the CEO did not have a personnel assistant.

When I asked for her supervisor I was told he was much too busy to come to the phone over such a trivial matter. Suddenly I found myself transferred to someone who spoke no English. Call after call and no one knows anything. Now desperate. Feeling sick. Unable to see and realising that my vacation is nearly half over. I turn to senator Chris Coins of Delaware. Suddenly things begin to happen. They find the lost bag. And are in constant contact with me and United AIRLINES until the bag arrives in Manzanillo Costa Rica on Thursday.

I survived this debacle. What if I was an elderly traveler dependent on the cardiac medication in the lost bag? Or a traveler with allergies coming to this jungle area and his Epipen is in the lost bag? Or anyone else who followed The rule "Pack everything you need in your carry on"? Finally. Don't our congressional staff have better things tinfoil than the work of United AIRLINES?

I was flying to Cancun from MSP Fly United 3783 leaving at 5:03 October 2, I was waiting at gate and the man who was taking care of getting the people on board told me that I have to go and check the carrying on because it full plane and I said I have to go back to security and he replied yes so I run over there and checked the little carry on luggage. I came back running and then another the plane wasn't full and it was a lot open seat all over. Why did Mr customer service offered to check the carry on instead of asking me to go back and check? Mr customer service should not work in customer service. Very busted, I will never never fly with United again.

We were left stranded in San Juan without luggage, without my medication and with no apology because the PILOT felt I was a security risk. I am still in Puerto Rico. I have NEVER been so humiliated in my LIFE!

I had plans to fly into Maine and my cousin would meet me at the airport and we would continue on the wedding site to finish setting up and celebrate the pending nuptials. I called United three days before my flight in an attempt to completely alter my flights plans to avoid Chicago and re-route to Boston so as to avoid known flight issues. The customer service agent was completely unhelpful and unwilling to change my flight without a $200 flight change fee and told me, "it was too soon to know" my flight would be impacted and that everything would be fine.

My flight out to Maine had only been slightly delayed, an hour or two, the previous day and I decided to risk it in hopes of arriving in time for the celebration. I tried one last ditch effort before getting on my plane of asking the customer service desk if I should reroute right then but was not given any hint of service but told everything is fine in Chicago now. Well, as soon as I arrived in Chicago my onward flight to Portland, Maine was cancelled. I was stuck in Chicago with no hope of getting to Portland Maine that night. I had to rush to the customer service counter and hope for a miracle, there was none. The next flight out was full and delayed. I decided to go to Boston, I had never been and knew no one there but had family flying in the next day, and I was unsure if I would ever get out of Chicago and on to Portland.

Luckily, I arrived just in time for the rehearsal dinner while changing my plans on the fly. United cost me $250 for a hotel/taxi in Boston and when I asked to be compensated for my inconvenience and their lack of service, I was informed they "do not compensate for delays out of their control." The delays in Chicago were known for weeks and I attempted to mitigate the issues for myself and United before they happened and was rewarded with additional expenses and a giant middle finger from United.

We booked a flight to the Dominican Republic months in advance. Then, a couple weeks before our trip, United contacted us to inform us that our short, same day layover, would now be an overnight layover. Instead of flying from BWI to Newark airport Saturday morning, and then hopping on our connecting flight, we would have to fly out a whole day earlier and spend the night in Newark. The same was expected of us on our flight home. No apologies, no discounts, nothing was offered for the inconvenience.

Fine, things happen, and we decided to roll with it. However, when we asked about hotel accommodations, the agent refused to provide us with any information. We explained that we would be traveling with an infant, and would need to know details, and the customer service rep was rude and unhelpful. Fine. Again, we decided to roll with it. When we arrived in Newark, well past my son's bedtime, we found our way to the United help desk. Again, the agent was rude and short with us. She reluctantly gave us directions to the platform to catch a shuttle to the hotel and caught a major attitude when we asked about our luggage.

So, we went to the luggage help desk. We were informed that the agent at BWI tagged our luggage for the DR so we would not have access to it. We calmly explained that our son's bottles, food, formula, travel crib, EVERYTHING was packed away. We have an infant, these items are necessities. The agent told us they would send someone to *try* to find our luggage, but that it would take upwards of an hour. So, what choice did we have? None. So we waited. And waited. And waited. Finally, after well over an hour, and well past 10pm (did I mention we were traveling with an infant) we approached the agent, who informed us that they supposedly looked three times, but could not find our luggage. Right. So off we went, with no supplies to take care of our child.

We were directed to an area where we could catch a shuttle to the hotel. We had to wait outside, in the cold, at 11 o'clock at night for a shuttle. The place was a disorganized madhouse (admittedly, the airport's fault, not United) and people kept rushing the shuttles, leaving us and our baby out in the cold. Finally, we gave up and caught a taxi ourselves, which cost us an astonishing $28 to go less than 2 miles.

When we arrived at the hotel, the front desk apologized profusely and said that the United agent was supposed to call if someone was traveling with a baby, the elderly, disabilities, etc., but they never do it. If the agent had done her job, they would have sent a shuttle just for us. Additionally, they are supposed to call and request a crib. However, since it was nearly midnight by the time we arrived, there were none available. We would have used our own, but, United lost our luggage.

Our experience was so horrific that we could not put our young son through that again. So, instead of staying in Newark for our return flight, we decided to rent a car and drive the 3 hours home. We would rather drive 3 hours after a 3-hour flight than deal with the deplorable customer service that United provides. So, we ended up spending an additional $160 to fix a horrible inconvenience caused by United. Our whole experience was beyond unacceptable. We are out nearly $200 because of United's incompetence. Our son had to sit in the cold, stay up hours past his bedtime, and go without his necessities. Never once were we offered any compensation for our troubles.

As I said when I started this post, I am not the type to leave negative reviews, but how could I not with this type of service? I will share our story on every social media outlet I can, as well as warn my friends and family not to fly with this airline. Please, do yourself a favor, and choose another airline when you book your travel arrangements.

So because United employees cannot perform their job duties I have to fly from Cozumel to Cancun and spend the night then fly to Houston on Tuesday AM and get home just in time to attend my mom's visitation at the funeral home. When I filed a complaint the response was that I did not call back and confirm my flight change which I did. This is the most unprofessional, incompetent, rude bunch of people I have ever dealt with. I did request to talk to a supervisor when I called the first time to change flight and was hung up on and had to call back. The system United uses for their phone calls is not user friendly and probably on purpose. The only way I will use United Airlines again is if there are no other options and even then I will think real hard on that decision.

I don't think I've ever found a flight attendant that wasn't friendly or polite. And most of the pilots are pretty friendly as well, some even funny. I'm not someone who gets angry or irritated easily so it takes a lot to really piss me off, but overall the majority of United employees I've had contact with are pretty decent and I haven't had a reason to be irate with anyone.

In September 2014 when I was flying out of DEN there were mechanical issues with the plane. We had boarded and the engine was running when the pilot came across the PA and told us there were some mechanical issues with the plane and we would have to deplane and wait until the problem was fixed. This was an inconvenience but it wasn't something major... I didn't have a connecting flight to catch... so I wasn't too upset about it. United did make a good effort to keep passengers informed of the process and when they expected to reboard. I received text alerts and the gate agents provided overhead announcements.

Once we boarded the plane there was a weather issue with lightning in the area. We did have to wait even longer to take off. When I finally arrived at my destination it was 3.5 hours after the scheduled time but it wasn't the end of the world. Maybe it would have been a different story if there was somewhere I absolutely had to be at by a certain time. I know mechanics and weather happen and I can't blame that on the airline.

I've never checked bags so I can't comment on that process. Overall after flying United around 25 times I haven't encountered any major issues with the airline. There hasn't been a reason for me to call customer service. I will continue flying United for now because for me it's been an easy process of booking flights, doing everything from my mobile phone, and not really having to encounter many employees before reaching the gate. I like that United offers most everything from their app so I don't have to wait in long lines or deal with employees. Maybe that's why I don't have anything bad to say about them.

I would recommend United in most circumstances. For customer service it's better than some other airlines, but for me personally, I've never had a bad experience with United employees. The prices are usually pretty reasonable for the routes I normally take. All I really care about is getting from point A to point B. I don't need upgrades, food, and wifi in flight, so for me the prices are okay and I feel comfortable flying with them. I can carry on what I need to and they give one free beverage. I don't ask for much more than that.

I was told I could use the ticket later toward another ticket, but would still have to pay the $200 change fee. The Representatives as well as Supervisor were rude and unsympathetic. The Supervisor stated "I am only going to be repeating what the other representative stated. Why are you continuing to waste our time. You can call 10 more times and the result will be the same". I ended up cancelling the flight all together and made other arrangements. I had hoped that when United teamed up with American that United would be a bit more consumer friendly. No way. I will never fly United again, and any opportunity I have to make others aware of their lousy service I will take it.

I was worried about my Father and since we had only 42 minutes to get to another corridor, with no wheelchair, no assistance, I didn't have time to deal with her. My Father suffered greatly. I finally found an unattended wheel chair and took it. I am getting my things in order to file and sue along with agency to ask that you give disabled and wheelchair bound people their fair accessibility as the law now requires. As for the woman that called me a **, just a fine example of how you don't care for your customers, especially the disabled. By the way, My Father, Dr. Edward **, was being honored into The football hall of fame. He has been an NFL Scout, College All American, Coach and has had many other impressive achievements.....all with a lot of ears that will be hearing this story.

Fact is the Airline was overbooked, understaffed and United does not care. They got you. I was never offered any alternate plan, any compensation, any upgrade. All the passengers got was "oh, I am so sorry, as they snickered". I was told to go to the Customer Service for United at the Houston airport. I got there to find nearly 200 other displaced passengers get the same "oh, I'm sorry crap." The truth is they are out for profit at the customer's expense and THEY DO NOT CARE.

The information on the boards is incorrect, rarely updated, and no one knows what's happening. One of the cart drivers (an airport employee, not a United employee) makes jokes about it ("In my experience, this flight has left on time only two or three times in the past few months. I don't know why they don't just eliminate the flight altogether"). One can call the main information number for United, and again get agents that have no idea as to the status of the flights. One can only read, and laugh at, United's stated policy on their webpage.

"Notify customers of known delays, cancellations and diversions. We work hard to get you to your destination on time, as scheduled. There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens we will make available the most current, accurate information about your flight’s status that we have. This includes providing information about a change in the status of a flight to, from or within the United States within 30 minutes after becoming aware of a flight cancellation, a flight delay of 30 minutes or more in the planned operation of a flight or a flight diversion. We may use one or more of several ways to communicate this information, such as: providing information in the boarding gate area of a flight, on airport flight status display boards, upon request via phone with United Reservations, in flight status updates on United.com and, for our subscribed customers, voice and email alerts."

This statement has about the same credibility as "the checks in the mail", and "of course I'll respect you in the morning." None of the other airlines in SDF have similar issues with lack of gate agents and refusal to provide information on massively delayed flights. Unfortunately, United is the only carrier with non-stop flights. It's actually been better for me to get flights on Delta and US Airways. Despite all of the other airlines having interim stops (taking the supposed travel time from 2 hours on United to about 4 hours on the other carriers), in fact one usually arrives in EWR earlier and more predictably with the other carriers.

On the way back we left DEN on time and were 2/3 of the way to YQR. The plane lost a generator. The pilot was instructed to RETURN to DEN because United does not have service personnel in YQR. So at the expense of its passengers time and money we went back to DEN, deplaned and were then sent back to YQR. I had already upgraded so I could get some legroom and I asked the flight attendant for something to drink. She yelled "I only have 10 minutes to land this plane". In her defense 10 minutes later she did grab me a water. Not really great customer service especially for those of us a little nervous about the aircraft issues.

Before I arrived at ORF I was emailed by UNITED to inform me that my daughter's flight was delayed by at least 22 minutes, but this quickly became over an hour due to technical difficulties. I returned home and after an hour or so my daughter called to tell me her flight was cancelled and that she can now no longer get back to Scotland until Thu (Fri morning) (4th arriving 5th Sep). My father has surgery on Wed 3rd Sep and my daughter was to help him when he was released from hospital for a few days. No one at United cared about this additional fact. I am really not a very happy customer. I cannot even speak to anyone to vent my anger - another reason why this airline is the WORST I have ever flown with.

For example, one finds out at the end of one's flight that a suitcase with broken handle - duly handed over in good condition at check-in - is not eligible for repair by the mishandling airline. They are not responsible for broken handles and zippers. It ends there. Similarly, non-delivery of baggage to passenger destination still gives airlines a say on whether to offer temporary passenger relief or not! Although not of passengers own making, baggage incident is invariably an obtuse position to find oneself in. It is a needy talking to the greedy situation where service providers unashamedly stick to their prerogatives.

The semblance of lacking judicial discretion arises out of this background: Under the IATA inter carrier agreement on passenger liability, legal responsibility for loss through carrier mishandling of baggage while in transit is limited. The resolutions by which member airlines are guided prescribe stringent conditions governing administering recompense, including rejecting responsibility for certain items (fragile, perishable, valuables etc) in baggage, redefining the meaning of baggage to suit their own context of property in flight, limiting the amount of sums to pay in settlement and quite a few others.

If it sounds outright illegal, just don't call it. Knowledge is power. Passengers need to know, for example, to which International Convention the airline they intend to travel with ascended. Each one handles baggage claims uniquely, and has direct bearing on passenger concept of service. The trick is to find out which Convention (Warsaw, the Hague or Montreal protocols) the Government of a country in which the airline has headquarters had endorsed. Quite often, the inference of flexibility for the passenger by some translations of amendments to International Convention is misleading and end up causing so much hassle and despondency.

Claim assessors are not moving an inch to give up their reflex constituency. If circumstances at hand strum their prejudices, like reporting baggage incident from home, they have sure-fire pretext for denying responsibility regardless of what publications make. Never volunteer to assist passengers to claim what is due them, airlines tactfully allow the tide of circumstances to turn in their favor. It is not uncommon to hear tell of carriers employing delaying tactics until the window period for right to recompense elapses. Generally, only passage of 24 months from the date of taking delivery of mishandled bag from the airline forfeits right to claim.

That United employee sure did not bother to call the front desk to see if my girls are in the airport. That United employee did not bother to call their names before deciding to give their seats away. That United employee refused a hidden gesture from another employee to correct her mistake. She simply send them away, closed her desk and she left while my children were astonished from her cruelty and coldness.

I called the airline and the first customer service said they were following procedure, lol. I told her they checked their bag. Why would someone check a bag then leave? What kind of security they are running? I just wrote a complaint to the airline and I called the United States Department of Transportation. I am taking that matter so far it's gonna count.

They agreed so I was next in line behind some people who were checking 9 bags for 3 passengers. By this time, I knew that there was a time crunch and when the agent, after endlessly checking things in slow motion was going to slowly put each bag on the belt, I asked him if he could take me first. By this time I had been on line for about 20 minutes. He glanced at my info, came awake and said "I can't help you, it's too late, go to door 10." It took another 3 precious minutes to clearly figure out if I could get help with this (details unimportant) but I raced to door 10 and there were a lot of self-checks and an open counter that seemed to be for people who needed help. I went there and ran into a total road block. The man there, 50ish, thin, with straight, combed back greyish hair was absolutely NOT equipped to deal with anything. I think he was new and he said "I can only think about one thing at a time."

After a few minutes of trying to locate my reservation, someone else, a Latina woman, came over and showed him what to do. He told me I could not get on the plane, that it was too late. It was now about 30 minutes before departure and it had to be 45 (which I did not know since it is 30 here). I volunteered to let my bags go later if needed, but he refused. It was clear that he was not even capable of any problem solving. It took him another few minutes to tell me that there were no other available flights that day, but he could not help me find any other possibilities because "You booked this on Expedia." This is NOT someone who should be in a position of even pretending to help passengers. The general attitude was that since I had made a mistake it was MY problem. That is not customer service!

Finally sat on the floor and opened my laptop and found that there were no flights that would get me to STL that day. Eventually, I realized that Southwest had flights to STL and raced over to Terminal 1. What a difference! The agents actually wanted to help me. I got home after midnight instead of 7 PM, but I got home, and everyone I met along the way from that point on was interested in helping me. Ironically, when I was getting lunch after booking the SWA flight, l got a text message saying that my UA flight had been delayed and was leaving at 12:40!! Is there a pain and suffering award??? :-)

I received a call later that evening and was told, again, that they don't cover normal wear and tear or zippers and that I should come back to the airport to pick up by bag. After voicing my grievances, the person on the phone told me that they could send the bag to Dallas to their baggage claims dept. for review "if I really wanted them to." I told him to do so.

Almost 2 months later, I received a call from the United counter at Midland International Airport (where I dropped off my suitcase) and the rep told me that the bag had been in their back room for 2 months and they wanted to know if I still wanted it. They never sent it for review! I told him that it was supposed to be sent to Dallas and he told me that, "it would just be denied," so I should come pick it up if I still wanted it. I got it back, but I am NOT happy with my scuffed, torn, crippled bag! Thanks United!

United had been sending us text updates. There was one agent at the gate to help a plane full of people. A supervisor showed up and gave us a number we could call to get on another flight. I rebooked us on a morning flight and waited in line for a hotel voucher.

When it was my turn, the supervisor started punching numbers in and telling us he can get us on a flight to Honolulu. I said we want to leave in the morning. He did it anyway and then told us we had to go down to baggage claim and have our luggage retagged. It was now 4:30pm and the Hawaiian airlines flight was leaving at 5:15. When we got to the ticket counter there was a long line of passengers from our flight trying to retrieve their luggage. We knew there would not be enough time so we headed back to the gate to the supervisor. We had to go through security. The TSA agent said we did not have a valid boarding pass because it was from Honolulu to LAX. So we turned around and headed back to the ticket counter to rebook our flight and hopefully get a hotel voucher.

There were now several more agents to help. Our agent rebooked us on the same morning flight we started with originally and gave us hotel and meal vouchers. We asked if we could go to the Marriott and use the voucher and pay the difference and they said no. We ended up at a roach motel. The following morning we had to hire a taxi because the shuttles were booked from the other passengers on our flight.

We arrived there very early to make sure there would be no problems. While waiting at the gate we are looking at the plane and it is the same plane from the day before. We boarded and a few minutes later we were deplaned because the plane had the same mechanical problem! It had not been fixed or not fixed correctly. The agents were a little more helpful this time and rebooked us on other flights.

We had to fly Hawaiian Air to Honolulu to connect to our United flight. At this point we were happy to be on a plane going somewhere! We boarded our new flight to LAX (27 hours after our original departure time) and were very excited to get going. Then we got that oh-oh feeling after sitting on the plane for about an hour. Pilot came out and announced there was a mechanical problem. At this point, we thought it was a joke. He said he wanted us to deplane to be able to move around, use restroom, etc. By the way, this pilot had quite the positive, friendly personality and assured us everything would be taken care of.

After about thirty minutes we reboarded and took off. This was the worst experience flying that we have ever had. What is the probability that 3 planes have mechanical problems? This doesn't make me feel very confident about boarding a United plane!

I asked United office about broken handles. Guy over there said they are not covering handles in domestic flights. I said it is international flight and delays because of United. Person tried to give new luggage for broken handles. I accepted for one of them because it was not expensive luggage. But other luggage is $200 expensive and very strong luggage. It is hard to break any part. There is iron inside the handles too. But United was able to break it. Guy in United office gave me claim (file number) number and said go to united.com.

At home, I tried but no like web pages. I called customer service on Aug 12th. Representative kept me almost 1 hour on phone, said somebody will call me. But nobody called me. Next day I called customer service, this time lady said go to same web page. I said there is no web page like that. Then she stopped and gave me another fake web page under united.com. I think they are trying to get rid of their responsibilities. I will ask my attorney to help me if they do not contact me.

Today my United flight arrived in Washington, DC, a few minutes late. I jumped on the shuttle with my toddler attached and sprinted to the gate. I arrived 12 minutes before departure time but I was told my seat had been given away and I would need a different flight. I subsequently had to wait over 4 hours with a 20-month-old in the terminal and miss a very important family event. The man working at the gate was unfriendly and dismissive. I have been delayed by United repeatedly over the year and tolerated rudeness in various locations but this incident was really horrible for me. I could see that the plane had not yet closed the doors and when I later looked up actual departure time it was at 12:30 and I had arrived at 12:08.

After over two weeks from sending the complaint through their online system -- the only way they address customer care issues -- they "awarded" me with more miles. I called and told the agent I finally got on the line that I don't get paid at work in United Airlines miles, so I don't know what that translates to. Turns out it was less than a quarter of what's required to redeem a flight. Absolutely amazing. Perhaps if major airlines couldn't BUY gates at airports in the US, we could have some competition and perhaps an airline with decent operations and customer service might have a chance. This company is straight out of the Middle Ages.

The United rep at the airport was just plain nasty but said it would be there later and would send it to the hotel, didn't happen. We left next day for different town with no luggage, called the number he gave me and repeatedly got the auto message that they were tracking it. If it hadn't been for the Princess Co. I truly believe I would still not have my luggage, they were on it as soon as they heard my story and my luggage was quickly recovered (after 2 days). I highly recommend Princesses Cruises but Do Not recommend United.

Finally I asked for a supervisor, and after a very long wait, the supervisor immediately said Bombardier, which is a Canadian company, and she told me it was a 2 engine aircraft with 77 seats. I wasted over 30 minutes of my life because this reservation agent didn't understand or speak English, or had little or no training on the most basic aspects of her job.

Subsequently I called to change that reservation, and again, the agent was useless. Every question I asked resulted in a 2 to 3 minute wait for a response. United reservations simply was unable to help me. I ended up calling Expedia and got much better service and was able to make the changes I needed. It's so sad that these important customer service jobs have been exported to God knows where - where they pay nothing to people who know nothing. Shame on all the airlines for exporting these jobs!! United Airlines Reservation services is a complete joke!

After talking to two different people we found out we had a Blown reservation and basically had no tickets or seats any longer. My husband Joseph spent 3-4 hours on the phone the day before we left trying to get this straightened out. We were assured we were good to go & just needed to get our tickets at ticket counter in Chicago. We still didn't feel completely comfortable with this so we got to Chicago real early for our flight. When we went to check in at the kiosk, we were told our reservation needed special assistance. We had to spend 1 1/2 Hours at ticket counter with 5 children to get tickets because we were still not fixed. We were assured in Chicago that we were good & would have no issues on return flight home as that was our next concern.

When we got to San Juan, we went online and checked because we were not confident & our one son did not have a seat assignment like the rest of us. We called on Wednesday, June 25th, while we should be enjoying our time there not worrying about flights home & got him his seat assignment. Again we asked about our return flight home and were assured we were good to go & would not have any issues on return on July 2nd.

On July 2nd, we got to the airport over 2 hours early because I was not confident that there would be no issues. AGAIN, our reservations were cancelled out. So we had to spend over another hour again with 5 children & more anxiety at ticket counter in San Juan to be able to get home. We were told flight was completely sold out & overbooked by 3 so we would be on standby. There were 7 of us travelling and 5 of them were minors. Miraculously we got seats but they were all over the plane & our kids had to sit by themselves next to strangers.

I even asked the ticket agent how she all of the sudden got us seat and I was given a shrug of the shoulders. Later I found out from two people who were at the ticket counter next to us that their reservation was cancelled and they were told by their ticket agent that they had just lost their seats because our ticket agent just gave them to us. How is that right that people who have not gotten checked in were bumped from their seats and not getting to their destination that day because of an error by United?

I called Customer Service again on July 3rd to get some answers; the only thing they could tell me was that someone in Chicago cancelled us out on Thursday, June 26th; two days after we were in Puerto Rico and asked for a refund. I spoke to a supervisor and when I told her about the lack of customer service and how I felt nobody cared that we were having all these issues and anxiety while on vacation - I was told... "Well, we did help you out. You got on the plane, didn't you?" I should not of had to worry about someone getting me on the plane or have been appreciative about that when I reserved and paid for tickets in January. Then I was told she could not help me that I would need to fill out feedback forms, which I had already filled out one on Wednesday, June 25th. On July 3rd, I filled out one for customer care site and another from the email we got asking about our flight.

We have had a VERY unpleasant experience with United & I have felt that customer service was bad & nobody really cared we were having issues & I was stressed about this while on vacation. Nobody can seem to really give us answers on why this all happened or why someone in Chicago cancelled us out & asked for a refund. This was the worst experience I have ever encountered while traveling! We had three kids with us who had never flown before and I had to repeatedly tell them that this is not how flying was, but this is now the impression they will have forever as their first flying experience.

United doesn't have any type of representation in the airport in Istanbul, so I had to call customer service (an expensive call on my cell phone). The automated system confirmed my flight sequence (the one that the Turkish Airlines representative said I was not on). So I opted to be put on hold to speak to an actual customer service rep. I was on hold for 50 minutes and finally gave up in increasing panic as my flight time drew nearer. I finally found someone at Turkish Airlines who helped me. It turned out United switched my flight to Lufthansa (rather than Turkish Airlines), going through Munich rather than Frankfurt. I was able to make my flight and actually arrived home earlier than I would have on my original flight. However, I have no idea how I was supposed to know about this itinerary change. I fly United a lot. If things go well it's an okay airline. But if you ever have to contact customer service you're completely out of luck.

Because the company doesn't have a proper arrangement with Qantas, I was unable to check my bags all the way to Washington D.C., which is what I usually do, even if I have to go through American customs. It's never such a headache. I had to go through baggage claim in Sydney upon landing and lug the bags to the departures terminal to transfer to international only to be told that I was not eligible to use the transfer shuttle. Thankfully a compassionate man in the airport helped me to the public bus station to transfer to international. I thought everything would be fine.

I get there and get charged THREE HUNDRED US DOLLARS to check TWO bags. That doesn't even make any sense. Who charges that much? And which self-respecting airline only allows one checked bag on an INTERNATIONAL FLIGHT? Moreover, the flight itself was extremely uncomfortable, and on a full flight, I was put at a seat with a BROKEN TRAY TABLE, that was not fixed all flight long. In an already cramped seat, I had to eat my food on my lap. Given how much I paid for my ticket and the excessive baggage costs, I would hope I could at least eat my meals. That's immoral and bordering on wicked. It's cruel to gouge your clients who could choose other and better airlines. It's disrespectful and wrong. I want my 300 reimbursed. I've never been so angry as to take the time to write a company for wrongdoing but this was unacceptable.

A few months ago, we decided to schedule our very first 7-day vacation trip to Mexico as a gift to our 6 year old daughter Maya during her first school year's vacation. We shopped around to find the best deal we could find on travel. We chose to go with what seemed to be a reasonable deal from United Airlines 1 transfer in Chicago on the way from Boston to Cancun, and 1 stopover in Washington D.C. on the way back home, on the same plane.

The June 17, 2014 trip to Cancun with the layover in Chicago was pleasant and on time. We had a blast in Mexico and for anyone who hasn't done all-inclusive resort vacation, we'd highly recommend the family-friendly Iberostar Paraiso Maya resort.

The return trip was scheduled for Wednesday, June 25, 2014 at 4 PM. We were supposed to fly to Dulles International Airport in Washington D.C. and then take the same airplane 1.5 hrs later to fly to Logan International Airport in Boston, MA. We arrived at Cancun Airport at 1 PM and after standing in line to check in for over an hour we learned that our flight had been delayed by an hour. Not a big deal we thought, since were not actually changing planes in Washington and staying on the same one. We got our boarding passes, checked our bags in and had lunch while waiting for the first flight. While at the gate, Maya met and chatted with two very friendly gentlemen in uniform, who later turned out to be our pilots waiting to fly us to D.C.. She learned about the plane, the stripes on the uniform and what they meant, and was even invited to come into the cockpit when the time came to board.

Separately we learned that the delay was caused by Pilot Crew Rest, which apparently meant that someone had overslept and the pilots who were called in to fill the gap needed to take mandatory rest. We were very grateful for our pilots' kindness and of course we snapped pictures of Maya who was thrilled to sit at the controls of the Boeing 737-900. The flight was actually delayed by 2 hours and 3 hours later at 10:10 PM EST, we landed in Washington D.C.

On board we learned that since this is the first port of entry into the United States on an international flight, we had to leave the aircraft, go through immigration and customs, and get our luggage before checking back in to go to our final destination, Boston. We saw our pilots in the terminal corridor and asked them how this is supposed to work when we're staying on the same plane. They told us that we'll just have to check back in and come back, and that the flight from Washington to Boston was delayed to accommodate the late inbound flight from Cancun. We had 1.5 hrs to make it back since the second flight was scheduled to depart at 11:40 PM. Though we found this procedure somewhat annoying, we had no choice but to take a bus to a terminal, stand in lines, find our luggage and walk long distances to make sure we can make it back on time.

After clearing customs, immigration and getting our bags, power walking for what seemed like an eternity to the United Airlines counters at 10:50 PM, we were called out of line by a man who was wheeling a baggage cart. He seemed to be in a rush and was asking if we're going to Boston. After we confirmed, he took our luggage and told us to hurry to the gates, because there wasn't a lot of time left. A few minutes later we found the security gates, which were now closed and an airport worker told us to go to an employee security entrance. Apparently the employee security gate is the only one open after hours.

We were relieved to find this other security gate and recognized a few passengers ahead of us from the Cancun flight who made it past security who were also on their way back to board the Boston plane. We were waiting to have our papers checked with one last hurdle before we can board our final flight! Behind the desk, there was a TSA woman who appeared to be mean-spirited and disrespectful based on the arrogance and attitude with which she handled passengers in front of us. We remained positive for the sake of our daughter, so that she wouldn't be intimidated by the woman.

When we finally reached her desk, the official looked at our passports and boarding passes and yelled at us with disdain that we had to leave the line and get new boarding passes. According to her, our boarding passes should say Washington IAD to Boston BOS rather than Cancun CUN to Boston BOS. We pointed out that our boarding passes were issued to us at Cancun and that we are getting on the same airplane that got us to Washington, with the same exact flight number (#1133). This didn't sway her and she told us to come back when we have tickets to pass her gate.

At this point, I noticed a couple that was flying with us from Cancun that made it through the TSA lady who was about to pass the security gate. I called over to them, asking what their boarding passes showed, in the hope that perhaps if others made it through, we would be able to do the same. They were happy to show their same exact boarding passes to try and help us; however the TSA lady retrieved their carry-ons from the other side of the X-RAY machine and angered that she somehow missed their boarding passes, pulled them out of the line to get new boarding passes. As this was happening, we witnessed an elderly mid-70s, non-English-speaking Asian couple whose remaining 6 family members already made it through the security gate, who were also turned away for the same reason.

It is now after 11 PM, Maya, now genuinely afraid of people in uniform is beginning to cry and ask us if we will be OK and we're doing what we can to keep our cool, to comfort her that we'll be fine. As we run back to the United Airlines check-in counters, we are joined by about 10 other people including the couple that was pulled back from security and other passengers from Cancun going to Boston, some of whom still had their unchecked luggage with them.

Back at the United Airlines we found empty customer service booths with no agents and the only remaining United Airlines person who was leaving the airport was completely dismissive of our group when she mumbled under her nose that after-hours customer service is inside the United Airlines Baggage Claim office. After finding the small baggage office with a long line of people waiting to speak with one of the two representatives inside presumably about lost luggage, our group walked into the office and was quickly escorted out by yet another mean, self-important official who took her time to explain to us why we should stand in line outside the office.

She turned out to be a United Airlines customer service supervisor, who very reluctantly asked us about what we were there for. I told her that the TSA would not let us back onto the plane we came in on Cancun from, and that we need boarding passes that reflect Washington IAD to Boston BOS, otherwise we won't be able to make our flight that leaves in a few minutes. She proceeded to ask us for our boarding passes, hand-wrote thru flight on every one of them and instructed us to run back to security, assuring us that this will be enough to get us through the gates. Though the TSA security gate and the United Baggage office were only about 300 feet apart, exhausted from running back & forth, we returned to meet the same TSA woman who now almost seemed angered to see us again.

Picture Of course, handwriting thru flight on the boarding passes was not enough to convince her and now a second male TSA agent joined her in coldly requesting that we go back to United Airlines. We could not believe what was happening, it was a completely surreal experience! Here we are with our 6 year old, who is tired and scared from running and having all of these random people yell at us as if we've committed some criminal act and our airplane is minutes from departure! There were also elderly people and other families, including a young woman with a 4-year old son on her arms with unchecked luggage. All turned away by indifferent, nonsensical TSA agents a second time to meet yet again with a United Airlines supervisor lady who didn't care enough to take a minute to reprint correct boarding passes or walk with us to security.

Unsurprisingly, when we returned to the United Airlines baggage office, we were greeted by the same UA service supervisor whose name we later learned was Helen. With a condescending tone she went as far as LYING that our flight has already departed, 10 minutes before its actual take off! It's not my fault that you ran into some crazy TSA people who didn't like my note. Just get in line and we'll make other arrangements for you. Your flight is gone already, she said as she turned around and walked back to her office.

We could not believe our ears! Within minutes, our flight did actually leave and we were officially left stranded at the airport with our 6-year old daughter already way past her normal bedtime. Helplessly standing in line in front of the Baggage Claim office, we found other travelers who were in the same position as we and as some were exiting the office, we learned that there is some sort of a golf tournament in town with Tiger Woods, and that all nearby hotels are solidly booked with no available rooms. The next Boston flights scheduled to depart Washington D.C. were at 8AM, 12PM and 5PM.

While waiting for our new flight arrangements, enraged by what had happened, we wanted to document the incident. We formed a small group of passengers, traded each others contact information, took pictures of our boarding passes and tried to collect names of the TSA and United Airlines officials involved. Our group, outside of the people who went back through security to wait upstairs, consisted of the 3 of us, the couple we inadvertently pulled from the security line by asking them about their boarding passes, the young lady with her 4 year old son and their luggage, and an elderly Spanish couple who were also stuck with their luggage. No one was successful at obtaining United Airlines Ms. Helen the Supervisors last name, as she said she's the only Helen there is and that she doesn't share her last name with anyone. In fact she had purposely flipped her badge around so we could not glimpse her last name from it! Some had tried calling the United Airlines customer service phone number, but were either disconnected or told by a robot that hold time would be 20+ minutes. There was no one else that we could escalate our problems to.

Close to 12 AM Thursday, my animated wife went back to the TSA gate to collect names of the TSA agents and I got queasy when she was gone for over 15 minutes. I'm sure you have heard about how TSA may treat someone they may label as a threat. So I asked other passengers to stay with Maya and went back to security, where I found her talking with a TSA agent, who later turned out to be the Chief Acting Supervisor. He was apologetic about the way the TSA personnel handled our situation and after being yelled at by the same TSA lady that she would not be giving us her name, he was able to obtain and share the TSA agents' names with us. In the end, he told us that we should submit a formal written complaint to the TSA and that it would reach his desk.

It was eventually our turn at the baggage office counter, where we were booked for a 5 PM flight (roughly 16-17 hrs from then). We were told that there was nothing that could be done, as the 8 AM and 12 PM flights were already overbooked and that we could try to stand-by and hope someone misses the earlier flights with no hotels available in the area at all! In fact the United Airlines clerks all said "Good luck if you think you can find a hotel." Everyone inquired if there is some sort of a room at the airport to sleep in, or a rest area, or a cot to sleep on anything to make the stay at the airport less miserable not so much for us, but our kids and there was absolutely nothing.

United Airlines was only able to give us a few $7 meal vouchers and courtesy packs with toothpaste for those of us whose luggage went to Boston without them. Someone made a suggestion that if we go to the security gate with our new boarding passes, we may be able to get our hands on some blankets, but we could not all go as a group. The elderly Spanish couple and the young woman with her 4 year old son had their luggage with them. Problem is, you can't go through security with your unchecked luggage and the luggage could not be checked in until 4 AM, when check-in opens. We decided to wait for 4 AM at which time we would help each other check-in and go through security together.

The next challenge was what to do with the kids for the next 3 hours. The chairs we were sitting on all had hand rests between them, so even if we wanted to use them as makeshift beds, it would have been impossible. I looked around the baggage claim area and found two carpeted carts, which are used for transporting luggage around the airport so I wheeled one of them next to us and with a little bit of MacGyver creativity, we laid out our daughters blanket on it. We were able to get both kids to fall asleep on the cart. Eventually, I tried taking a nap on the second luggage cart, but after a few minutes found it to be impossible to fall asleep on. While trying, my wife snapped the photo with my cart next to the kids.

Shortly before the United Airlines Baggage Claim office was to close at 3 AM, Ms. Helen walked up to us and asked for our boarding passes then returned about 15 minutes later with new boarding passes, which moved us from the 5 PM to the 12 PM flight. Despite two separate seats and the third marked as *, she promised we were confirmed on the 12 PM, but that we should still try the 8 AM flight as stand-bys. Everyone else in our group was scheduled for the 8 AM flight, because they made it to the front of the line before us. On Helen's way out, she finally yelled out a quick I'm sorry as she walked out... the only apology we received all night.

At 4 AM, we wheeled the sleeping kids and luggage to the check-in counters, helped the elderly couple and the young woman check in, and went to security. At security we had to wake the kids up and get rid of the carry-on luggage carts. My wife took Maya on her arms and when she woke up to see a TSA agent in front of her, Maya nearly stood at attention like a soldier, terrorized by the sight of the uniform, anxiously asking us what she should be doing. I told her not to worry and that this will all be over soon. There was a Dunkin Donuts near the gate, which opened at 5 AM, and that's where we had an opportunity to get some coffee and snacks. Kids played and ran around the gate area, while we, by this point almost delusional from the sleep deprivation, tried to keep our eyes open.

Finally the boarding crew for the 8 AM flight arrived and we were the first to register as stand-bys for the flight. Our chances were slim since the boarding clerk told us that the flight was heavily oversold. We said goodbyes to our new friends (jokingly coined the term united VIP passengers) as they walked through the gate, everyone hoping that somehow we will be able to make the flight with them. At the very last minute before the gates were closed, the boarding clerk offered two seats to us, which would have meant splitting up we had to decline, other stand-bys took the offer and the doors closed.

Tired, Maya asked if we'd ever be able to get back home and we assured her that we'll be home in a few hours. Beaten and half-awake, we started the long trek to a different terminal, where we were promised confirmed seats for the 12 PM flight. When we arrived at the gate, we found chairs with no hand rests and fell asleep on them. After hearing something from the PA system about Boston, bewildered, we woke up around 10:30 AM and I went to check if anything has changed. Thankfully the flight was still on-time and scheduled to leave from our gate. Our expectations by now were so low that when we spoke with the boarding clerk, we were only slightly surprised to learn that our seats were not in fact confirmed and that this 12 PM flight was oversold as well, there's a chance we may not make 12 PM. All the clerk could do is asking for volunteers to move to a different flight.

Initially, he offered a credit of $300 to anyone willing to drop the flight. When there were no takers and most everyone has already boarded the plane he offered $500 credit to volunteers and at the very last minute, two people came up interested in the offer. In the end, we somehow made it on board. We didn't have seats next to each other, but after 26 hrs since our trip began, we couldn't be happier to fly.

My wife and I lost two additional vacation days each, one for travel and another for recovery. I have recently overcome problems with chronic insomnia and the involuntary all-nighter pulled at the airport has ruined any progress made thus far. We had to pay for an extra day of parking and incurred other expenses at the airport, including sweatshirts to stay warm. One of our two checked-in bags was lost and was just delivered to us 3 days after our return. We had wet clothes in the bag, which ruined half of my entire Summer wardrobe.

Our daughter Maya has been waking up from bad dreams about the airport and people screaming at her since we got back. It seemed the trip was a deeply traumatic experience for her. On Friday, a day after we returned, Maya developed a high fever hovering between 102 and 105 F. After taking her to the Emergency Room, her pediatrician and getting blood work done, all we can do is to keep her cool with cold baths and ice packs. According to the doctors, it's some sort of a virus - and though impossible to prove, spending this much time at the airport, touching everything like a kid does, this misadventure was certainly a contributing factor. As of today, Wednesday, 7/2/2014, the fever has not gone away.

How could this have been avoided? At the Cancun Airport, the United Airlines clerk could have printed two sets of boarding passes that is, if these were actually required for thru flights on the same plane. If the TSA agent half-cared about customer service, she would have: Realized that she had let 10+ people through (that we have seen ourselves) in with the wrong boarding pass and let us through; Noticed that our boarding passes are indeed correct, because they reflect the correct time, flight number with the correct final destination; Accepted the United Airlines supervisor thru-flight note, which explains why we all had a single boarding pass rather than a set of two.

Not flipped her badge around to hide her last name or refuse to give it to her customers; Taken a minute with a few keystrokes to print the boarding passes that the TSA was requesting from IAD to BOS; Walked us all over to TSA a few hundred feet away to get us through the gate.

If the Dulles International Airport cared about the well-being of its passengers in distress when an airline or the TSA bureaucracy drops the ball it could: Provide additional services, such as a sleeping room or cots to passengers waiting for their next flight; Arrange for some sort of service personnel reps or an area for passengers with special needs, such as families with little children.

The last memory we have of our relaxing, restful week is this stressed out and disappointing experience. I have never experienced such poor service at any airline or airport and unless there is no other option, I won't be flying United again. So, who do you think should be held accountable? Share your thoughts below and thanks for reading!

We will never fly United Airlines again. I am sick of people trying to defend delayed flights saying that we just don't understand all the intricacies of flight. All companies deal with good planning and contingency plans for when things go wrong. If things are going that wrong, that regularly, this is an easy pattern to spot and fix! They are either making bad flight promises that they know they cannot keep or they have the worst contingency plan for a downed flight. Remember this airline industry: The ONLY reason people choose air-flight is for the fastest travel speed, and you are regularly failing at that. Don't be surprised when you are closing your doors.

I will say that knowing they were obviously short staffed, some of the people who worked all night tried to help but by that time it was too late. Solution to this problem. If they had made an announcement and said, "if you are departing in the next 1 hour or less, please go to the kiosk and check in, pay your $25 and this will expedite the process". Given this scenario, we would have all made our plane. Why is it so difficult to be thoughtful or have some problems solving skills when it comes to your job. Don't even get me started on the people standing around chatting while we missed our flights. Sadly I will never fly United again I would rather have a longer layover, even pay a little more to have some service. That's where the story ends. I called customer service and they told me to complain online!!! Wow.

The desk clerk throw my tickets on the floor and said she would refuse to book us because I said "Christ." How dare use the Lord's name in vain. I picked my tickets off the floor and went to stand by the security guard who was shocked at her behavior. My husband tried to get a plane that would get us there on time with no results but consistent rudeness. So we ended up in Houston. We were told they did not care if we missed the talk. The flight was not late until 24 hours. We were put on 5 flights in Houston, on and off 2 planes.

Talking with other people from OKC that were canceled, we found out they had earlier flights to San Francisco but were behind us in line. We were yelled at by 3 desk people in Houston for standing in the wrong area and in one case I was crying. Finally got on a plane at 3:30 pm. NEVER AGAIN will I fly with this rude, disrespectful, poorly ran airlines. I could tell the crew on the San Francisco flight was competent employees... Very compassionate. Thanks United for robbing me of a once in a lifetime experience and not caring like you did.

It is understood that a vendor cannot make everyone happy, there will be a select few that want first class service for economy prices. This review is not at all like that. This review was based off real time occurrences at the United Airline counter and with United Airline customer service representatives.

My wife booked a commercial flight with United Airlines some two and half weeks, to Ankara Turkey from the Dallas - Fort Worth International Airport. Approximately six hours prior to the flight departure, my wife and I got online, and performed an online check-in and seat assignment. Not an abnormal occurrence for passengers that are looking for that extra leg room. We not only checked in, we upgraded her ticket from economy to economy plus (just to make sure that my wife was as comfortable as she could be for that long flight).

My wife and I loaded her luggage in the car and departed for the long drive, through traffic and construction, and arrived at the airport approximately 3 hours in advance. As online boarding passes was not available for this flight, my wife and obtained the boarding passes from the electronic ticket counter kiosks. Still early, my wife and I went outside to say our last minute good-byes, we kissed and I left for the parking garage to obtain our car and drive back home, and my wife left my side and underwent airport security to her assigned departure gate. I got home and decided to call my wife to ensure that she made it through security without a problem. We spoke briefly and she reported that she made it through security and was sitting at the gate awaiting to board the plane. Again, saying our goodbyes (and I love you's) we agreed that once she reached her USA connecting city, that she would call me minutes before she boarded the plane.

Approximately 30-40 minutes later, my phone rings, I look down at my caller ID, to discover that my wife is calling me. Now, that may not seem strange to most people, but I knew that my wife should be in the air by now. I answered the call, and was informed by my wife that the flight was going to be two hours delayed for "mechanical" reasons. Not so much of a problem for most passengers, but for someone that would - miss their connecting flight due to United Airlines delay, this was a concern for my wife. (Flight Info: DFW - Washington DC - Munich, Germany - Ankara, Turkey). My wife informs that she was standing in line at the United Airline ticket counter behind several other of the passengers at the ticket counter, who seemingly was not happy either. In the background, I could hear obscenities being voiced by other passengers over my wife's voice.

My wife finally made it to the counter, and explained that due to United's delay in departure she would miss her flight in Washington DC and requested accommodation to ensure the rest of her flight(s) would not also have to be rescheduled. My wife informs that the United Airline customer service lady at the counter did not even hesitate and informed "The only thing we can do for you, is to reschedule your flight for tomorrow". My wife informs that she patiently waited for a "Or" or maybe even a "But" but those words were not to follow. My wife explains to the United Airlines employee that arrangements were made in advance to have family and friends take off work to meet her at the airport and that rescheduling the flight would surely result in a unachievable challenge for all.

As passive as my wife is, she informed me (much later) that she literally took a deep breath, released and asked if there were other options available .....for example...contacting one United Airline sister airlines to inquire if a vacant seat was available that would accommodate the flight from Dallas-Fort Worth International Airport to Washington DC that would also aid in my wife not having to reschedule the remaining of her flights. Response from the United Airline customer service representative: "No, I am sorry, we cannot do that".

There were but a couple of options that my wife and I had to ensure that she made it to Turkey. #1 - cut out losses (non refundable ticket) and go with another airline. #2 - Allow United Airlines to reschedule her flight for the following day - informing her family and friends that she would not be in Turkey as previously scheduled - thus taking a shuttle or taxi to the targeted destination. Needless to say, I drove back to the DFW Airport, picked my wife up and drove back to the house - only to get up the next morning and forego the check-in process....yet again.

It's a foregone conclusion that there'll be some confusion for some of the airlines/flights at some point. Yes, air travel is still the safest means of travel known to man. Again, reiterating that a vendor cannot make every single customer happy, however, this instance is not one where a customer was asking for anything abnormal our outlandish. This is merrily an instance where as a customer through due diligence pre-scheduled their flights to a destination, made appropriate arrangements to be picked up at her final destination.

With all of that being said, this ordeal set me on task to research any reviews or complaints people have had referencing United Airlines. I was astonished at the never-ending negative reviews people submitted for United Airlines. To name a few of the reviews/complaints, from lost luggage, golf clubs to disrespectful and unprofessional attendants at ticket counters as well as flight attendants on board the aircraft. Truly concerning.

Lastly, I thought to handle this situation with patience and empathy. I decided to telephone customer service representative to assist in managing his horrific ordeal. As I maneuvered through the United Airline electronic teleprompter operator, I finally spoke to a United Airline representative of whom I could barely understand, only to find that she was working in a office in Malaysia (Southeast Asia). I truly was not able to understand her English being pronounced, subsequently having to terminate the call.

In closing, I propose that United Airlines has forgotten that they do not exist without supply and demand for the service of which they provide. United Airlines has truly forgotten that they are in business to provide a service to make money - as opposed making money and forgetting about the need to their customers. When a person hires a vendor to provide a service - usually when the vendor does not provide that service, most people in their right mind wouldn't pay for that service and most likely not use that vendor again. You hire a roofing contractor to replace your roof, pay the vendor their money, only to discover that the vendor/roofer took your money and did not provide the service? What would you do? You would more than likely NOT be happy.

I am not happy referencing the shambles of an airline named United Airline and how they have seemingly lost their way to the customers who utilize air travel and in some cases are dependent on air travel to maintain their way of life. I hope that Karma visits United Airlines one day (soon) bringing inevitable results of failure to the people who have the ability for positive change for the people utilizing their service....and they've chosen to do nothing.

In comparison to other commercial Airlines offered, United Airlines is suggestively one of the worst airlines here in the United States and abroad.

Arrives in Washington the following day to have his connecting flight first delayed, then cancelled for maintenance. Again, hundreds stranded. Now keep in mind that during this whole ordeal, my son/others receive little or no updates until they reach the counter after standing in a long line. More calls to the only live person source to attempt to schedule another flight. Scheduled on a 4:50 flight, supposedly. He finally gets his boarding pass and no seat is scheduled. He is told he likely will be bumped. Another call to verify and I am "assured" he will board the 4:50 flight and be assigned a seat at time of boarding. At the same time, we schedule him on a 10pm flight just as a precaution, again being "assured" he will be on that flight if needed.

For 2 hours he sits assuming he will be headed home. 25 minutes before boarding, he is informed by the local United agent that he is bumped from both the 4:50 AND 10pm flights. Now another call to have this latest issue explained to me. This time I am told that the reservations call center has no control over what any local airport agent has the authority to do, they only manage scheduling and the best she can do for me is place him on a 12:30 am flight. Really, didn't we just go through this for the 10pm flight? OK, so which time was I misled? The first & second calls where I was "assured" of his boarding or the third where they have no control to assure anything? Can't be both.

Finally, at the very last minute he is called to board after two others had not responded to the boarding call. Now to top it all off, when he was informed he was bumped from both flights, he asked if he could at least get some type of voucher for a drink or food as he was out of money and was told by the agent she did not have the authority. You're kidding me, right? She has United's authority to bump him multiple times but can't authorize a simple beverage to someone. Now, in my 55 years, I've seen some poor customer service but, in my opinion, this one sure tops them all.

Anyway, we stood in another long line which stretched past 3 gates and we were put on another flight that flew to New Jersey at 4:30 which would have us arriving on Buffalo Thursday morning at 7:45 am which meant we would have to sleep in the New Jersey airport during a 5 hour layover. So we boarded that plane and sat on the tarmac for 2 hours!! During that time, at least 2 dozen mechanics and engineers boarded the plane. After 2 hours they told us that we were to deboard the plane due to mechanical and "weight" issues - whatever the heck that meant!!

So we proceeded to once again return to the customer service line which once again was stretching past many gates and they said there were no more flights that night. We could go to a hotel (with no clothes, underwear, toothbrushes, deodorant etc because our bags had since headed off to Buffalo without us on some weird flight that no one could figure out). The lady at the desk said that she since there had been sooooo many problems that day, most flights on the following day were already overbooked and she could put us on standby on a late morning flight and she hoped we would ALL make it on. That flight combination if all went well would have us arriving in Buffalo Thursday late evening - exhausted, smelly and grumpy.

At that point I started having visions of Tom Hanks in The Terminal movie and was already deciding how to remodel the bathroom at LAX to more better suit my needs. Tired and wanting to cry, I told the lady - "please just send us home!!! " She had only 4 seats left on the last plane departing LAX for the Bay Area and I saw that as a sign that I should take them. We arrived home at 1 am after renting a car to drive from San Francisco back to the San Jose airport where our vehicle was parked in long-term parking.

I promised myself many years ago that I would NEVER fly United after a half dozen flying fiascoes. But in my attempt to procure reasonably priced tickets I ignored my pledge and booked flights on United. I have never been treated so rudely or seen such incompetence in all my years of traveling. I also felt soooooooo unsafe on our final flight once I realized the low level of quality that is routine at your airlines. But we are safe and sound at home and I am glad for that.

Right now my luggage is still in Buffalo and I have spoken to a half dozen customer service reps in India who are telling me they have no idea when my luggage will be returned to San Jose and who barely speak or understand English.

My daughter has contacted United to file a complaint and request a refund for our flights and they said they have no idea how long it will take to process.

I went to the website and called. The phone system directed me to reservations. When I explained the situation, the attendant side she couldn't help, I needed to call customer care. I explained I did that. She said only customer care can give refunds and vouchers. She could only help with reservations. She also said that the United Club woman should have been able to help me. So I asked if she could change my reservation to first class. There were not first class seats on that flight, but she did change me to a later flight where I could keep my first class seat. She recommended talking to customer care, but since the system said the flight was cancelled due to weather, it was not United's policy to pay for a hotel room. I told her the status on my app indicated originally the delay was due to a mechanical issues. She said she couldn't help.

Pile this last experience with the next ones. In March, I found out I lost my status level because United did not have records of about half a dozen flights. Customer service and the manager refused to help reconcile the issue and even after sending in proof, nothing happened. I also realized that my cross country trip in Canada that was booked on United.com would only add 25% of the miles flown because their relationship with Air Canada, who they booked me on for those legs, was such. They refused to accommodate on this. Next, I needed to travel to London. The flight was delayed and I would miss my connection in Newark. They rebooked me on a direct flight instead on British Airways. However, because BA is not Star Alliance, I would receive no miles.

When you travel as much as I do and lose 25% to 50% of your miles on long flights that bites into your status level making it impossible to get to or maintain the level that offsets the pain of travel. United does not honor their side of the program and looks for ways to weasel out. If this is how they treat their best customers, I can only imagine the pain of those that are not.

Last thing, United had eliminated many direct flights out of Boston and instead code shared with US Airways. In the merger with American, this relationship was severed. So now, almost any flight out of Boston requires a connection through some of the worst airports, namely Newark. This has added hours to my travel and increased the number of delays I experience. Add to this that WiFi is non-existent and you are nickel-and-dimed a thousand ways if you fly Economy Plus. It makes me wonder why I keep doing this. I am seriously considering severing my relationship with United, even if that means flying coach on a weekly basis for a year.

19 May 2014 - I have called to Customer Support Center and asked to restore tickets in previous condition for OLD price 45000 miles and 158$. They answered that award saver tickets is not available. I have asked to change on the business class, because it was available. They said that "we can not lost money" and that I should buy award tickets from the beginning for NEW price 52500 miles and 167$. I said NO!!! 24 May 2014 - I have to book available tickets in business class for same route and write the complaint to the small court for 10000$ (court in Palo Alto, CA).

I then asked Shane If I could find another flight to get me to Sacramento Ca by 9am and he look very quickly and said 11 am was the best he could do. I proceeded to ask if I could take another airline and he was rude and said no that is it and would not even look for me. I also asked to upgrade my flight to first class and he laughed and said I paid for coach. I took my new flight that was going to put me in Sacramento at 11am and then went over to Delta to find out that the woman that was working help me in 2 minutes find a flight landing me in Sacramento by 9th the next morning.

I then call United Airlines Customer service and was on hold for 38 minutes and then got a person on the phone that could not understand what to do. After 50 minutes of more horrible Customer service, I asked for a supervisor and that was not much better but she finally got me on another flight that got me to Sacramento. Now I am watching Shane make a ladies cry. Good luck, United Airlines.

In summary, we're talking about an Airline with: intentionally devised cramped and uncomfortable seating under the guise of a new tier (aka Economy Plus) that nickels and dimes you for everything and forces you to suffer through hours of unruly screaming brats on overbooked international long-haul flights where you're beholden to flight attendants with bad attitudes. AVOID LIKE THE PLAGUE.

We were not the happiest with this as she needed to be back home on her original scheduled time but accepted it if they were going to see to her needs in this way. Well, as you probably have guessed, we were lied to!!! Upon landing in Houston, she was told there would be NO hotel room and the doors to the airport would remain locked down all night. She would not be allowed to step outside for fresh air, unless she wanted to spend the rest of the night out there as she would not be allowed to come back in until morning.

At the service desk, the man speaking for United told her he would get her a blanket, asked to see her ID. She then showed him her military ID. I am assuming with his reaction to this, United has much disrespect for our military and their families, as he then told her, "Oh, you will have to see the USO," and the offer for the blanket was even retracted! She was given $21 in food vouchers so that she could pick up a meal at the McDonald's in the airport. There were no offers for any compensation. I'm disappointed in the way she has been treated, lied to, disrespected because she was presenting with a military association! I recommend DO NOT COUNT ON OR FLY WITH UNITED AIRLINES! They are a terrible business!

What? That was another option, now they say that I have to fly a certain distance to qualify to get my miles back. I called back and they said, "just disregard that." A company this big, making these mistakes, there is no excuse for that. It is careless!

United service is sliding down from when it was Continental. My handicapped mother flew intercontinental, in Business Class, no less. She was not treated well, had a chair that did not recline and the crew did not want to assist her to relocate to another chair. This is United Business Class!!?? I filed a complaint with the airline, on my mom's behalf and it took many months and several follow ups to get a response.

Unfortunately, I live in NJ and Newark Airport is the best airport for me. Since this is a big hub for United and they dominate this airport, I am often stuck with United. For a few long flights, I have traveled from JFK/NY with Delta and their service and quality of cabin crew is much better. I feel more appreciated that I choose to spend my money with Delta. They all have the same well crafted lines when you arrive and leave but if you are not your word, you are not believable.

I hope some marketing people from United read this. This is how your customers feel when they fly your airline. Operation does not fulfill the promises made in your marketing campaign.

15) Book you on a 5 am flight back out because the last flight out is overbooked.

If you chose A - you must be a stupid United Airlines traveler (one of 4 that missed your flight because you don't listen). Now, this is only the end of the story... The beginning of the story is that you made a mistake and booked the wrong plane to Madison. You wanted Tuesday at 6 am leaving from DC but you inadvertently booked Monday at 6 am. You realize this 2 days after you booked it. You call United and ask what you need to do and they say $200 to change the flight. How much for a 1 way ticket on Tuesday? $160 but you can't do that because they will cancel your return flight if you are not on the flight out. What you can do is call back on Sunday (day before) and they will do it for $75 same day.

OK you think, $75 is better than $200 right? Your mistake, you will be more careful next time (you are not happy with yourself for this). So you call United Airlines customer service again on Sunday and reach Cloey, Cloey says "you can't do that, it is a 24 hour courtesy, you have to call EXACTLY at 6 am to get the $75 same day change. "

So you set your clock for 5:40 am so you can do the phone tree thing and get to a real person. You get to a real person at 5:50 am and reach Melba in Tampa and let her know that you need to change your ticket in 10 minutes. She says "you need to call back in 10 minutes, I can't wait 10 minutes for you to change this (with an incredulous tone of how stupid can you be to think that)." You say that you have talked to 3 different people and have gotten 3 answers and you want to make sure this is right. After 2 minutes of discussing, you say "so I call at 6 and they change the ticket right". She says "let me check" (imagine that).

She checks and behold she says "you can't do that, you have to cancel your current ticket or you will be marked as missing your flight". So, she cancels your flight with 4 minutes left before you were in big trouble. Great you think, we are down to 2 minutes surely she will wait with you... Nope. She says, "you need to call back at exactly 6, I cannot wait for you." By this time you really don't want to talk with Melba anymore so you hang up and immediately call back and exactly at 6, you reach Joy. Joy makes the change, charges you the $75 and you are now up for the day, tomorrow you fly to Madison.

Now, this is a day trip so you don't have any luggage (otherwise it would cost you $50). You get up at 3:30 am Tuesday, make the trek to the airport by 5 am so you can get through security for your 6 am flight. You board and arrive at Chicago. Your connecting flight is 20 minutes late (you wonder how the first flight of the day can be late but hey, at least you are getting there).

You have your meetings that are very productive and gear up to get back to the airport on time for your return flight. Tomorrow is a busy day in the AM even though your plane into DC is the last flight landing at 12:44 am (that will be a 22 hour day by the time you get home)... Except... United Airlines parks your plane at gate 5 instead of gate 6... Now you are staying overnight without any change of clothes, paying for the hotel and getting up at 3:30 am again to catch a 5 am flight.

So let's get this straight. We United Airlines travelers can make a simple mistake that doesn't cost the airlines a dime and less than 5 minutes to fix but it costs us $200 or 4 calls, extreme punctuality + $75. United Airlines can be late with no repercussions or recourse from the traveler. United Airlines can park a plane at the wrong gate, not change the monitors causing us to miss our planes and not be held accountable for the impact of our delays. Something has got to change. Oh, it is. I have already told 30 people this story, now I am spreading it here.

I had mentioned that I was going to see my son who is in the Army and would be leaving for Afghanistan for his first tour of duty. The customer service people went back to their computers and were talking among themselves. They then informed me that they were going to try to get us on a different flight on another airline that might be willing to help. I thanked them and started praying right there on the spot. They came through with the arrangements and we were on our way with a straight shot to Hawaii. I just want to thank all the United Airline Customer Service People that day for helping us out. I was able to spend some time with my son before he left for Afghanistan. Thank you so much...

The Supervisor said he was sorry, but the tickets are good for one year from the date of purchase. I explained I don't buy a ticket to go anywhere the day before I’m going, I plan things and that is why I was claiming my tickets in May and not waiting till July to use them. He stated, “There is nothing he could do.” I asked him if he could speak with someone to see what he could do and he told me that he was the powers that be and no one could do anything and he was sorry. I said, “Sorry doesn’t get my money back and doesn't cut it, since I'm out the money because your Agent gave false information and you don't seem to care.” How many times does United Airlines say sorry and keep people’s money?

Eric and John from Bayville, New Jersey are not happy with an airline the steals from its customers. Sad United Airline lets their Employees steal from their customer’s time to tell the 62 family members what United Airlines did and to pass it on by word of mouth from California to Maine and all the family in-between even the ones that couldn't make it. United Airlines Scams Their Customers By Allowing Their Agents To Give False And Misleading Information. SHAME ON YOU UNITED AIRLINES!!! TIME TO GO JETBLUE!!!

We missed our connecting flight 645 due to a clogged toilet on the flight 3484. Per the pilot, the clogging happened the night before. Why was it not fixed the day before the plane was put into services, instead of having a full plane of people? Was saving the overtime pay for someone to fix the toilet worth a plane full of customers being late? It must be. We sat on the plane for over 90 minutes, waiting 70 minutes for the toilet to be unclogged, approximately 10 minutes for de-icing the wings (temp was not below 32 per review of historical weather info) and another 15 minutes for someone to come check a new problem with the plane, a generator failed a test.

At this point we had taxied to somewhere off of a runway where the broken planes are sent to wait. Everyone on the plane was looking around trying to see when a vehicle would arrive to fix the new problem. No one came to the plane the check the generator. At the end of that wait, the pilot reported that they were informed that the generator and plane were ready to take off. We must not have needed that generator.

The flight itself was an hour and we arrived at DULLES. We missed our connecting flight 645 since we were 90+ minutes late. The result of missing the plane, on our tenth wedding anniversary was missing 3 days/2 nights of our cruise and a new itinerary from United that I hope no one ever has to repeat. During this whole ordeal, we were assured by United representatives, "Submit all receipts when you get home and you will be reimbursed." No problem. We spent two hours in DULLES with a United Airline person while they were trying to figure out the problem. We were also told, "Check with the United representatives after each flight and they will give you hotel and transportation vouchers and be able to help with finding a local hotel and transport."

There was never a United representative to found in the airports at the hours we arrived, so we had to find transportation and a hotel at Miami and Caicos ourselves. Bless her heart; the woman at the United customer counter at Dulles tried to help us. She gave us each a meal voucher for $7.00, a transport voucher to get Reagan where she found a flight to Miami, an airline ticket from Reagan to Miami, and a ticket to Caicos. She had our old airline tickets and cruise itinerary to try to get us on the ship as soon as possible. We trusted what we were told and thought all would get better with all the assurances of reimbursement and United helping us at each airport.

The next part of our sordid path to the ship was in Miami AA Flight 1227 on 03/08/14. There is no one at the United counters this late at night; so, just like in Burn Notice, we got dumped in Miami. I think it was about 10:30 pm, during a Spring Break weekend, trying to find an open hotel in Miami. The fifth hotel I called had rooms, but at over twice what I've ever paid for a room. I called a sixth hotel, they were full and thought I'd rather sleep in an expensive hotel in a bad part of town than in the airport, so we booked the room and arranged for a late checkout since our flight the next day left so late and the fact that it was close to midnight when we arrived. How could this get worse? No vouchers, no transportation, and no United rep as promised to assist.

Our next flight from Miami to Caicos, AA flight 2391 did not take off until about 8:00 PM on 03/09/14. It was also during this flight from Miami to Caicos that we discovered that United did not fly us to the right island. We arrive in Caicos at about 10:30 pm, and start filling out the customs information and got to the section on the form about where we will be staying on the island. As usual, no one at the United counter. A lady at the airport told us of a hotel just a mile up the road from the airport, no problem. The customs lady there did get a very good laugh out of our reason for missing our flight.

We take our five pieces of luggage and drag them uphill to the Airport Hotel TCI. Later in reading the Airport Hotel TCI reviews, it seems to be a common practice to take a tourist there, then say it is full and dump you into a different crazy expensive place. Well, we were dumped into a place that ended up costing about $75 an hour for our stay and that did not include the cost of transportation to get to the hotel or back to the airport at 6:00 AM. It was a national holiday in the islands, so we were told we would be fortunate to get a flight to Gran Turk on 03/10/14.

Now for another exhausting day, since we now know that the United Airlines rep in Dulles dumped us on the wrong island, we needed to be on Grand Turk to catch the ship. We arrive at the Caicos airport with little sleep and the only flight left to island hop went out at noon. We make the arrangements ourselves to get to Grand Turk and finally caught up with the boat after 2 pm, the ship set sail at 3.

Our 10-year anniversary vacation started out horrible all because of a plane toilet. The stress made both of us sick, my husband while on the cruise and me afterwards. We have sent the receipts in emails/certified letter (confirmed United received on 03/31/14) and requested reimbursement for our expenses incurred while trying to catch up to our cruise as told by United Airline employee at ticket counters, help desks and from phone conversations. Our advice is to Fly the Friendly Skies with someone, anyone else

Summary:

Response: Help others to not experience what we have with United Airlines

Left Sacramento around 11:59 pm, arrived Huston 5:40 am. 4 people on plane were disabled and flight crew informed me that ground crew was notified. Departed plane. No one was there so I started down ramp into airport. About halfway, I was met by someone that took me to an electric cart which had 2 of the 4 loaded. After one more trip, the driver drove me for awhile through the airport, stopped and informed me to go up escalator to a tram and go to B9 gate. By just the short walking already, I was beat and hurting.

Got on tram thanks to a kind black lady. Got off tram expecting to see someone with a wheelchair - there was no one. I started walking or stumbling until an employee who wasn't supposed to help did. He took me to my gate where I tried to let the lady at desk B9 know I wanted to file a complaint. I was quickly informed to find someone in a blue jacket (there was no way I could find anyone, I was in a wheelchair). Went over and sat in handicap seating. By this time I knew something wasn't right and got the attention of a lady in orange and red jacket United employee. Told her I was going to have a seizure. She took off running to the desk and I fell to the floor having a seizure.

NOW everyone in United that ignored me was now involved. I was so embarrassed and in pain now also with a Migraine because it was normal afterwards. Plus I did a head dive to the floor so my back and neck hurts. Paramedics came and checked me but once a seizure has run its course, not much can be done. Since only 1 flight a day flies into Grand Junction, CO, I denied going to the hospital. I'm a 100% disabled vet who was in the Marines for 14 yrs active duty then had brain surgery and many problems. If I would have been transported as I asked for this never would have happened.

I'm now considering filing a lawsuit because if this is happening to me, how many others are also going through this? I did call and file a written complaint with United's disability section and the young man said he could give me $250.00 for who knows. I just said, "Are you kidding me?" That's what prompted me into looking for an attorney. I will make United realize they were completely wrong plus violating the persons with disabilities act. There was more that happened but I'm tired of even thinking about it, at least for now. Thank you.

As I entered the aircraft, the same attendant said to her colleague that I was being awkward and if no space for me my baggage, I can get on another flight as she doesn't care. I asked the then present attendant if she really just said what I think I heard. I again said why I wasn't happy about not keeping my luggage with me and the attendant came towards me pointing her finger at me and said that a lock for my case was my responsibility. I responded by saying that I have faith that I will find a space and walked away. There was lots of space in the cabin and most if not all people did not have to check in their luggage or get another flight.

I then asked a young male attendant if he could get me the names of two of his colleagues as I was not happy about the way I had been treated and he responded by saying that was up to me to do and walked away. I sat in a seat (as another person had sat in mine to be near his wife and child) and 2 minutes later the female attendant stood right in front of me questioning me about wanting to know her name. She said that she would not give me her name unless I gave her mine and that she would report me to the pilot for causing a scene. I said that she was the one causing a scene and I did not appreciate her trying to intimidate me and that she was annoyed that I had asserted myself and dealt with her in a reasonable and intelligent manner. She walked away in a huff and obviously annoyed.

5 minutes later, she came storming down the aisle towards the back of the plane and purposely banged into me and carried on walking. There were at least 4 people seated who witnessed this. I looked back at the attendant and said 'Really'. She walked up to me and asked what my problem was. I said that I knew she was aware of what she had just done by bumping me which she denied and in a very schoolgirl, playground was reenacted her definition of what had happened, It was very embarrassing on her behalf the way that she had responded and she then said clear and loud 'do you want to stay on this flight' as the aircraft was still stationary. I asked her if it was common practice to threaten customers when she knows she is in the wrong and asked her to stop harassing me. She walked away and did not bother me for the entire flight, I found out her name later to be Marbel.

As the plane landed and I was leaving the aircraft, there was a woman from security was waiting to speak to me (Ms. **). She explained that someone had filed a complaint suggesting that I should be put on the No Fly list. Once I explained the events that had occurred, she was very apologetic and suggested that I write a letter of complaint. If I had been such a flight risk, why was the Pilot or anyone else with authority not called to come and speak with me and most of all why did the aircraft still take off for a 3 and half hour flight if I were such a danger or risk to jeopardizing the flight. I am 45 years old and have been flying all of my life and never had such a terrible experience and even more concerning United Airlines has a flight attendant who's name is Marbel and she is willing to lie and stop you from travelling rather than use her customer service training and treat passengers with respect and admit when she is wrong. She really does have the power to do that but evidently prefers to get other people into trouble and totally misrepresent the truth. My first time flying United and most probably my last. I have submitted a complaint form to United via email so watch this space as I'll keep you posted.

Prior to this, United had already failed me. Two weeks ago I was returning from a conference in Denver through IAH. We had a crew delay for 3 hours on the same 9 PM flight from Houston to Sacramento as the UA316 fiasco. 5/4/2014 UA228 was delayed for 3 hours. The new configuration A320 has seats so small that my knee had to be physically jammed into the armrests. The tray table will only tilt down 45 degrees before it hits my chest. When you turned your A320 into a torture chamber for anyone over 6' tall, you should assume it takes longer for us to get our bags. By the time I got off the plane at 1:30 AM, went to the bathroom and nurse my aching back, and proceeded to baggage claim, your staff locked my bags in a glass room and went home. Apparently, they get off at 12:30 AM and did not want to wait for me to hobble my way through the airport. I don't want to be there either.

It took 90 minutes and $25 gas for me to come to next day to be ignored by chitchatting staff at the check in counter who I needed to open the baggage office. I already get ignored by UAL staff on days I am traveling. I should not have had to stare blankly at your chatty check in agent, who was working alone, as she spent 20 minutes with the one customer in front of me in line.

Had you just agreed to a room in San Francisco I could have taken that alternate flight. My flight out of Charleston was delayed, shortening my time to make the IAH connection in Sacramento, but I still had time. When I got off the plane in IAH, the monitors said it had been delayed to 11 PM due to a need for a crew. When I reached the gate, an agent offered to move me to an SFO flight. I told her I needed to have a room comped on the other end since my car was in SMF and public transportation between city stops at 9 PM. Even the BART subway stops at midnight, about the time that flight would arrive. United refused to get me a room, so I was forced to wait for the flight to SMF. I told the agent helping me that I could not risk being stranded in an airport for the night because I might cause my back injury to flare up. Little did I know, that is EXACTLY what happened.

Had you canceled my flight earlier I might have found a hotel room. Had you canceled the SMF flight at 9 PM, I might have taken my chances with a flight to SFO. I also might have been able to get a room in Houston. You strung us along until well past midnight, at which point, every hotel in Houston was full and there was no hope of an alternate way out of Houston.

Your gate agent ignored my health issues. After the flight was canceled at 12:30 AM due to crew fatigue for the crew you just flew in from Las Vegas, I told the gate agent I could not sleep on the floor with my bad back, I could not continue to stand, and need a manager to find an alternative. He told me just to wait and he would do what he can. I stood for at least 2 hours and an old back injury became inflamed. He still did not get a manager to help me. Then they moved the line I had been 2nd in to a different location. At that point pain was growing, I could not make the walk and get in the back of the line.

I told him I need a manager here, with my back acting like it was I just needed a bed. I told him I can't continue to stand, can't walk. He ignored me. Finally, after another half hour, he offered to update my boarding pass (which was already deleted and replaced in the United Android app). Update boarding pass?!? I SAID I AM IN PAIN! I SAID I NEED A BED! I SAID I NEED A MANAGER! He would do nothing but give me a new boarding pass for a rescheduled flight the next day at 11:30 AM. At this point it was well after 1 AM. I had been up since 5 AM EST. Sleep deprivation and forced standing for long periods is torture, not customer service. He acknowledged the boarding pass updated on my phone and moved on to the next customer.

No attention from United management even after I collapse on your floor. I noticed the other line getting shorter and decided that was my only hope of seeing a manager so I walked. As I rounded the corner, I stumbled but caught myself. A few steps later, I fell through your crowd control banisters. I received no attention from United management even after I collapsed on your floor. Fellow passengers helped me move out of the thoroughfare, my old back injury now hot and live with pain. After the EMTs arrived, a United employee who did not identify herself came to get my information and wrote down what happened in my last flight. She told me that I could have my ticket honored on standby if I did not return from the hospital in time to make the rescheduled flight. United did nothing to make sure I was OK. They probably do not even know the hospital they put me in.

Ambulance and Hospital. EMT found my blood pressure 20% above normal. It has never been that high. United said the pilot probably would not let me on the plane for health reasons. I agreed to be transported to the hospital because they said they could not *** my condition in the field. Once the ambulance dumped me in a Houston hospital, I had virtually no human contact for 5 hours. I did not know where I was.

I posted to Facebook and Google Plus so my wife would know where I was. I had asked the woman from United to call my wife as well. She never called. In fact, my wife began calling United customer Service for help not knowing if she needed to fly to my aid. Her calls did not make it to my phone except for one time. I did not know where I was - some hospital 1500 miles from home, wrenching back pain and spiking blood pressure. No one helped in the hospital. My wife called United for help. Your customer service center hung up on her. No one contacted me from United. No one made sure I was safe or even alive. The hospital took pulse, blood pressure, and nothing else. They propped me up in a wheelchair, in excruciating pain, and ignored me.

When I could not take the pain any longer, I knocked over my luggage and got on the floor to sleep on it. An orderly forced me to move. Humiliated already, he forced me to get up and walk through my back pain. He put me in a corner in an unoccupied part of the waiting room. In a virtually deserted waiting room, I sat in pain for 5 hours with no one to advocate for me and limited ability to move. Why did United not have the decency to send someone to the hospital and at least tell me where I was? Maybe even get a medical professional to see me. I finally found out where I was using my cell phone hours later, but with dying battery and a virtual check in app, I became concerned I would not be able to get home.

I told the hospital I could just as easily prop myself up in pain in a plane as be ignored there. I was told by the hospital I was in no condition to travel - I told them, I came because of concern why blood pressure spiked. So, I made a late afternoon appointment with my doctor in Sacramento, walked out, got a cab, and got a wheelchair at the airport. Back at the airport still no assistance.

The offer over the loud speaker "get in line for breakfast voucher." Get in line! They obviously did not notice that I had to be brought to the gate in a wheel chair. I was too hungry to not eat, and could not wait in a line, so I stumbled through to a restaurant and bought something on my own. The $14 you gave me the night before barely covered half of dinner anyway.

Returning to the gate I was able to gain the attention of a customer service agent. They told me that they cannot do anything to compensate for the events of the last day but assured me I could fill out a complaint on line. They did recognize I was in pain and got a wheel chair to get me to my plane. When I am speaking with a human they should have the power to help. The web site is not responsive, it is offensive.

United.com appreciation does not work. I have no way of figuring out what is being offered on United.com/appreciate. United requires a number from my boarding pass for compensation for UA316 5/14 FIASCO. They deleted that boarding pass from the United Android app when they gave me the new boarding pass for my new flight.

United Twitter response seems tone deaf about this situation. They say they are investigating but have given me no timeline, no person to contact, and no phone number. I told them this whole story and they ask if I was able to get a flight home. I was forced to stand, ignored, injured, and treated with indifference as I was shipped off to a hospital that did nothing. UAL offered no support and even hung up on my wife when she was panicked and did not know where I was. I was abandoned in a hospital for 6 hours with virtually no human contact and never saw a medical professional. I will be in pain for months. Getting a new flight was the least of my concerns.

My Expectations. I expect full refund, agreement to pay ambulance and ER bills, and a pair of vouchers for future travel for my trouble. United's indifference caused weeks, if not months, of pain for me. I expect assistance from a human to achieve this. I do not have the numbers the website is asking for and this just makes me angrier.

The following week I went online to finalize the purchase. I found the reservation there and I pressed "Purchase Now". Then I started entering my credit card information. At some point, there was an error message, apparently because I had entered my billing address incorrectly. I tried to correct this, and then when I went back to my reservations page, I found that the reservation had disappeared again! I called United again and explained what had happened and the agent told me, once again, that I had hit the "cancel" button! I thought I would completely lose my mind! I was in the process of trying to confirm the reservation and enter my credit card number - why on earth would I press the 'cancel' button?

Now they are telling me that they cannot honor the fare, and the price has gone up by like $500 per ticket! I am furious. The amount of time and nerves I have invested on this whole ordeal is insane! This must be a computer glitch (it would not be the first one to affect United Airlines). I still don't know if this will get sorted out. If it doesn't, our travel plans are lost - we will not be able to go. My wife and kids will be in tears if it comes to that, as will my mother and father who will not get to see their grandchildren, and my daughter's best friend who was going to go to sleepaway camp with my daughter. The whole thing will be lost - we haven't the money to pay $500 more per ticket. What a horrible ordeal!!!!!

The flight attendant was passing with an empty cart and my husband thought she was collecting the trays. He put his tray on her cart and she started yelling at him that it was not her job to collect garbage. "That's what we have caterers for," she yelled. She then threw the tray back at my husband! My husband who needed to get up and stretch asked her what he was supposed to do with his tray. She responded, "I don't care what you do with it!" Then she starts talking to other passengers about my husband and how rude he was. People close to where I was sitting started commenting to me about how unprofessional she was.

I went up to her and asked for her name and she gave it to me but laughed in my face when she did. She knew she would not be held responsible for her behavior. From Italy I wrote to customer service to complain and it's obvious she was right. United could not care less. It took them almost a month to respond to my letter with a form letter that said sorry and they hope that the next time I fly the friendly skies with them they will prove to me they are a good airline. As if I would ever fly them again. What's scary is that these days if you as a passenger make a scene defending yourself you could end up arrested.

I think congress should start investigating all of these claims that I am reading on this site. The airlines are becoming abusive, rude employees, canceling flights at whim, leaving passengers stranded, claiming no responsibility for anything. Once you book, they can change your flight times or just cancel and leave you no option. You can't even cancel without a penalty when they change the terms. This seems very unfair and needs to be looked into. Passengers on airlines need someone looking out for their rights. But I will end this by saying United has the worst customer service policies I have ever encountered. They really don't care about their customers and have no problem letting you know. And this is a policy from the top of the company down.

I'm sitting here with a ticket. I won't leave until 11 o'clock and when I get home, it's going to be after 5 o'clock. I'm a disabled person. I felt like that I was not treated fairly on this issue. I feel like United Airlines owed me an explanation why that I'm still sitting here in this airport when I should have been home around 1130. I need to have an explanation as well as compensation for the inconvenience that you caused me. Thank you.

In the meantime the supervisor started cutting off the lights in the ticket area even though there were other customers working with agents to re-book. Re-booked us on standby for the following morning (Monday, April 28) and assured luggage would be on that flight. Also booked us for same evening flight. Arrived at gate, agent stated flight was overbooked and was asking for volunteers to give up their seats. Agent even increased credits to get someone to volunteer. Went back to airport for 9:01pm flight that night. Agent indicated that arriving flight had to land in Peoria due to weather but would only delay us about 30 minutes. Agent indicated an hour after flight was supposed to depart that the crew that came for Peoria had exceeded their flying time and they were working on getting another crew.

At 11:00pm we were told that crew had been located and would be in area within 15 minutes. At 11:30pm we were told that crew had clocked out and left so the flight was cancelled and we needed to go to United Customer Service. Finally were waited on by agent who told us that flight was cancelled because of weather and when we indicated that was not true she said that was what was on her screen and then called someone and said why was flight cancelled. She then stated it was because of weather and we had to call for our own hotel rooms and again there was no compensation.

She booked us thru Charlotte, NC the next morning and with a transfer on US Air to GSP. Asked about luggage and she said it was at the United desk at the Greenville/Spartanburg Airport. We finally arrived at GSP two days later and when we asked about the luggage at the United desk, we were told they didn't have it and to file a claim with US Air. Went there and explained and found out that the luggage had indeed been sent to airport the previous day and then returned to Chicago. Finally received luggage that night.

At no time did we receive any apologies from any of United Airline employees, they never even acknowledged there was a problem, provided false information to ensure they didn't have to provide any compensation or vouchers and showed no concern or care for their customers. Cost us an additional $350 for hotel rooms and food for the two day delay to get home. No follow-up after the fact with an apology or request for feedback. We will never fly United Airlines again and will continue to let everyone we know about the lack of customer service provided by this airline. They shouldn't even use the phrase "customer service" at all.

He asked for compensation and was told he gets nothing because it wasn't their fault - the flight was not allowed to leave on time because of traffic control, but first he was told it was the weather. I don't believe that the previous writer was given vouchers, etc. United policy states that they are not required to help if it's not their fault. His flight down had also been delayed so that the connection would be missed, but he was allowed to change the connecting flight and arrived an hour late.

Given this advice, I paid an unnecessary fee of £96 GBP (~$150 USD) as I was almost certain that I would not be returning on this new date. It simply provided me time to arrange a definite date to complete my round-trip. After paying the change fee, my new return date was August 25th 2012... Lo and behold, and not surprisingly, this date was no longer feasible to complete my round-trip. I proceeded to call United on the morning of August 25th, 2012 and arrange a different flight back to London. I was told by this representative that I was actually able to put my reservation on hold for a year starting August 25th, 2012 (The new return date of my flight after paying the change fee). I wish I was given this advice earlier!

On March 13th 2013, I called United to ask some questions with regards to my return flight. My plans had changed, and I first asked if I could be refunded. I was told this was not possible. I also asked if I could use this flight credit towards a different flight completely (I.e. USA to Spain for example). I was told I had to complete my round-trip back to London Heathrow only before July 29th, 2013. So that's two sets of conflicting information now. I argued what the original representative told me when I called on August 25th, 2012. She simply said "Well that's wrong. I'm sorry you were given incorrect advice", Great. I asked to speak to a supervisor. I waited on the line for just over 18 minutes, and then hung up. I don't believe it takes that long to talk to somebody who could explain and clear matters up! This is an absolute disgrace!

On March 14th, 2013, I called United again with the same request as above. I would like somebody to explain why I had until the 29th of July to book my flight back to London, instead of August 25th, 2013. I was told that despite the change process and paying the change fee, "the original date of the booking is taken by the computer". So I was given incorrect advice when I called on August 25th, 2012? Who knows what to believe anymore! I asked another question while I was still on the line. My question states "If book my return flight to complete my round-trip before July 29th, can I book the flight for a later date, travelling back on December 11th, 2013 for example". I was told that this was not a problem by the representative. She said that as long as I book the flight before the deadline, it would be fine.

After the phone conversation on March 14th, 2013, I made many plans with family, friends and spent a great deal of time arranging my affairs with regards to this piece of information. My wife even signed up to the MileagePlus Explorer Credit Card so we could use the introductory miles to fly together in December. It wasn't until later that I realized that this was completely incorrect. Do advisors really lack the simple training it requires to inform customers of their options? Do you think about the effect it has on customers by providing them with completely false information? This is completely outrageous!

On the 22nd of July 7:45am PST, I called United to book my return flight back to London, completing my round-trip. I was informed by the representative that I actually had until August 25th to book my flight as I had already paid the change fee and changed my reservation. I spent around five minutes explaining my situation and the fact that many United representatives had given me incorrect advice. I told him that I explicitly do not want to attempt to make this booking in August, only to be told that the 29th of July was the deadline. He was reassuring and explained the situation. I asked to speak with his supervisor as I was very hesitant to call back in August with no options available.

After much hesitation, he unwillingly told me to wait on the line. I waited around 15 minutes and still no answer. Awful! I didn't want to call back and explain the whole process again; I was very busy at the time and took his advice as truth. Understandably (and completely unnecessarily!), I was keeping a rigorous call log as a security precaution by this point! I called United on the 20th of August 2013 3:45am PST, a clear 5 days in advance of the deadline, to complete the booking. Lo and behold my worst fears became apparent. The representative told me that I could not make my booking as July 29th, 2013 was my deadline and I had missed it.

ARE YOU KIDDING ME?! I asked to speak to her supervisor immediately, this was absolutely ridiculous!!!! Around seven minutes later, I actually was able to speak with somebody in a position of authority. Christopher (Agent ID: **) explained that July 29th was indeed my deadline but he was willing to look into exemptions and asked me for my intended date of travel. I said around December 10th, 2013. He told me to wait on the line. After two further minutes he returned and told me that this was not possible. I would have to travel before August 25th, 2013. He told me to visit the United website and offered no further assistance on the matter. I hung up the phone and very angrily proceeded to take this matter further.

My wife and a mutual friend were sitting next to me for the entirety of these events as we were planning to make flight arrangements together. They are both willing to testify to the complete accuracy of these events. At the moment, I have a flight valued at £939.79 GBP ($1473.12 USD) which I am unable to use due to the incompetency and ill-trained customer service representatives at United. I have also paid an unnecessary change fee of £96 GBP (~$150 USD) due to further incompetency. As previously stated, my wife also applied for the MileagePlus Explorer Card due to the sole reason that I had existing credit with United and we could benefit from flying together. I am demanding a full investigation into all of these events whereby a suitable resolution is provided. I expect correspondence within 14 days of the date stated at the top of this letter.

As of today, I have received no response at all. My original complaint has been completely disregarded by United. I'm sure it's been marked as "complete" in their system, but I am VERY UNHAPPY. As frequent flyers and MileagePlus members, this was an absolute disgrace to us. Given our patronage over the years, United really just does not give a **.

When you purchase a ticket, check in online and print out your boarding pass, doesn't that give you the right to a seat on that plane? The agent told our daughter there were no other flights to her destination that evening (the next one two days later was sold out, or should I say overbooked); nor were there any other flights to nearby airports that day! We were astounded and absolutely furious! The agents said essentially there was nothing they could do for her. Our daughter is too young to rent a car, too young to spend the night alone at an airport, too young to find a hotel in a strange city. We did find another flight the following evening for $450 to an airport 90 minutes away.

Had we purchased that ticket, the round trip airfare would've cost us a total of $1000 plus a $150 taxi ride to travel between 3 states. We did find out through the internet (not the agent or anyone at United customer service) that according to Federal Aviation Administration Regulations, if you are involuntarily bumped, the airline must give you a written statement describing your rights, as well as the airline's boarding rules and criteria, which you must have met. If that airline is unable to get you to your final destination within one hour of your original arrival time, the airline must pay you an amount equal to 200 percent of the fare. The airlines may offer you another ticket but you have the right to insist on a check. Needless to say we will not be flying with United again.

Yesterday we dropped my daughter off at the airport for her return flight on United. She found that her reservation had been cancelled because she hadn't taken the outbound flight. The flight was full, and it was the last flight of the day, and there was no offer of rebooking. I called United, and was told they routinely cancel a return flight if a passenger is a no-show on an outbound flight. I asked why I hadn't been notified, and was told that it was likely because I booked through a third party (my credit card rewards program).

Here's the really egregious part: even if I had called and told them that she wasn't going to make the outbound flight, I would have had to pay $250 plus $50 in fees JUST TO TAKE THE FLIGHT WE HAD ALREADY PAID FOR AND WEREN'T CHANGING. Because I was so upset, and because I hadn't gotten an email notice of the cancellation, the agent offered to waive the $250 to rebook my daughter for the following day. But she needed to get back, so she went to Southwest and successfully got a ticket and flew back.

The upshot was that I paid $310 for a round-trip ticket on United, had to pay $160 to fly the first leg on Southwest, and pay an additional $370 on Southwest to get her back in time for classes. I am outraged by this entire experience, and really stunned that United can keep customers by doing business like this. I will certainly never do business with them again.

Anyway, at United Airlines customer service there were six representatives, all busy with people with connection problems, all from different parts of the country, and there were more frustrated travelers lined-up. Same story throughout (we talked to several): cancelled flights, changed flights, flights made so that connections were impossible. OBVIOUSLY, this is a United Airlines habit. They can push the blame onto any other booking site, travel agent, etc., but REALLY it's all about UNITED AIRLINES BEING JUST PLAIN HORRIBLE! 30 customers at the customer "service" desk at the same time are NOT wrong!

My primary complaint? The time of our second leg was moved so that we could not possibly have made it, and United knew this when they issued our boarding passes on 3/15/2014. Why didn't they tell us at THAT time, in Albuquerque? We could have been on stand-by for an earlier flight out! Our first leg landed ON TIME at 6:44 pm, and the second leg was not listed on the boards when we landed. (Our confirmed itinerary from Orbitz said there would be a 1-hr, 16-minute lay-over between flights.) Checking with United Airlines in the terminal, they said our connecting flight had been moved to 6:00, was already gone, and that this was an Orbitz problem. Furthermore, they refused to issue any kind of voucher, either for hotel or future flight.

That 6:00 flight (United Airlines flight #3857 from Denver to Lincoln) was the last one on Saturday. The Sunday flights were full (according to customer service) except for ONE open seat. Since my husband and I were supposed to be at work on Monday, 3/17, no chance we'd just wait around in an airport on Sunday, probably with no satisfactory results. We booked a rental car, rested overnight at a hotel, and drove home on Sunday, 3/16. (Excellent service by Enterprise, by the way.)

All-in-all, why does or can United "shuffle" so many flights, leaving so many customers in the lurch? Extremely poor business practice, obviously NOT concerned with REAL customer service, because that would require their flights to be more reliable. Better communication at the check-in point would help, but doesn't solve the problem at its heart. I will be writing a separate complaint about ORBITZ. Have been trying to contact them, but LOOOONG waits on the phone, even today. Stay tuned.

That was 4 1/2 weeks ago. I called again to "India" where I was advised all calls go, was told my bag was being held at FedEx because they couldn't find my address although they have both my home and cell numbers and never called so they were sending it right out now that I have given them directions (they deliver here all the time). Anyway I still have not gotten my bag. I called again today and they ask me if I would like to file a claim or they could transfer me to my local Airport. I just want to cry, I don't know what to do. The person I spoke had no idea what I was talking about... What is wrong with United Airlines? I will never use this airline again... Anyone know what I can do?

After countless hours on hold that evening, one which lasted over an hour, we were finally booked on a later flight for Tuesday morning with a return of Saturday. We even remarked at how nice it was for them to book us on American Airlines to accommodate us. Yes, it was a pain and we had to change hotels and make a few international calls but at least we were going! Monday.... The fun ensues. We receive a confirmation email from United for a three-leg flight down to Cancun, which was NOT what we rebooked... now arriving 3 hrs later.

The laborious run around on the phone with them continues. They had accidentally only booked one of us on a flight that had one seat left!!! In an effort to correct their mistake, they put both of us on the later flight, which had 2 seats available. Yay for communication! American blames United (and rightly so since they had sent over the botched reservation) and United then blames American. Eventually, a nice gentleman at United takes pity on us and 'straightens' it out, even sends us a new confirmation email with our itinerary.

Okay... deep breath we have it in writing so we must be going. We arrive at Logan in Boston bright and early Tuesday morning and try to check in at American. They do not have the correct trip in their system sent over by United. We must now travel to the United terminal, which is manned by TWO, yes TWO whole people who inform us that there are no employees because no one wants to work for them! This sentiment was echoed by other employees I encountered at various airports throughout the day (remember...4 different airports).

Flight has now officially been missed... We are rebooked on a later flight to arrive 9 hrs after the previous one... no apology, no offer for a flight voucher (not that I'd ever choose to fly with them in the future). I have traveled quite a bit in my life and I understand that complications arise from weather, but this airline takes the cake in my book. Zero communication, very poor customer service, no attempt to remedy the situation with any type of refund or an APOLOGY. Do yourself a favor and steer clear from this airline. I know I've learned my lesson.

While all this was happening, I was on the phone trying to get a hold of somebody at United for more than 4 hours. Finally got a hold of someone and they told me that they should act as adults and nothing is going to happen to them at the airport, and there is nothing that they can do, and that they will call the police to take the kids away for trusting them, but when they sold me the ticket, I requested the flight attendant service, but since the flight had a few stops and it started with Air Canada, the first flight they do not offer that service for that route. I get an Skype call from my girls at 2 AM, scared and crying and all I can do is have them go to see an officer to see if they can help them, since UNITED could care less to what could happen to them. If there is somebody that can guide me to file a lawsuit against a careless airline like this please contact me.

When I asked to escalate this matter to supervisor, lady on phone simply hang off the line. American Airlines have refused to compensate for our loss. They refuse to pay us a single cent. It is American Airlines cheating and willfully providing wrong confirmation to passengers. Had I been confirmed correctly then I would not have choose not to travel by alternate flight. American Airlines did provide wrong information so that rescheduling of passengers is done fast and intentionally forgetting passenger inconvenience. I have experienced terrible inconvenience, loss of time due to this and AA need to refund this money to me immediately. In fact being vegetarian, my wife and son remained hungry because American Airlines confirmed wrongly that they will inform United Airline. SHAME on American Airlines...... Very Bad Services ... Will never travel by American Airlines.

They asked all the passengers to stand in line for a reroute. ONE HOUR AND TWENTY MINUTES LATER, I finally reached the front of the line. I asked the agent to find me another flight to Orange County. He searched and informed me that there was nothing available to Orange County for the day. He gave me two options, either wait until the next day, or fly into Los Angeles. Since I had to be back to OC that night, I choose the Los Angeles flight. But I asked for some type of arrangements to get me to Orange County. His answer was, "Sir, There is not much I can do. I suggest speaking with a United agent at the LAX airport when you arrive. Plus, your LAX flight is boarding in 10 minutes. You better hurry up."

He took my email down and emailed me the flight info. I check my email, and it turned out they got me a flight with Delta. The Delta terminal in Detroit is 3 miles away from the United terminal. I had to exit the terminal, take the shuttle to the Delta terminal, and go through security again. I miraculously made it to the gate and was the last to get on the Delta flight to LAX.

After landing in LAX, I went to United's reservation counter. Asked for a supervisor. Ileane came to speak with me, I explained to her my situation, told her that I am at a different airport and that I needed some type of arrangement. Speaking with her was a struggle because she kept speaking over me. She also had the worse attitude. The supervisor had the nerves to tell me that it was my choice to fly to LAX and that there is nothing they can do as far as getting me back to Orange County. I insisted on speaking with another supervisor. She looked at me like I was crazy and walked away.

A few minutes after, two supervisors came out to speak with me, they approached me with the worse body language. I had to explain to them my situation again. After arguing back and forth, the supervisor decided that she was going to book me a super shuttle from LAX to the Orange County airport. I live 20 minutes from the Orange County airport. Super Shuttle do take customers to their homes. I politely asked her, "Since you guys landed me in a different airport. And since it was at a later time from my initial arrival time to Orange County. Plus all the trouble I went through. Do you really not have the courtesy to schedule me a shuttle ride to drop me off home?" She said with a firm voice, "I am only going to offer you a ride to the airport." And by the way, she acted like she was doing me a big favor. I looked at her and said forget it and walked away.

I travel a lot. I understand that delays happen. Flights get canceled. However, All the other airlines I traveled with, managed to fix the situation somehow. They either manage a reroute to my destination the very same day. If a plane breaks down, maybe replace it with a plane that works without having to cancel the whole flight. Or maybe offer a voucher for the inconvenience. United failed to do any of this. I know that I will not fly with them in the future. They failed miserably. I will tell all my friends my story and make sure they all avoid flying with United.

And United, if you decide to cancel your flights to reasons not due to weather, maybe try to get your passengers a different plane. Inconvenience yourself a little instead of inconveniencing your customers.

At first I didn't know the female flight attendant's name and when I asked her name she didn't tell me and she flipped over her name tag on purpose and I needed to ask her 4 times for her name, she even said that she was not on duty, then why she talked to me in that insulting and demanding way. She had no right, that's why she was not willing to give her name at first. Their manner were extremely rude, intimidating and dominating. I felt very humiliated in front of so many people on the flight. I saw that other people were putting their stuff in the overhead compartment, even small bag, jacket and other small stuffs, why I cannot. I believe they have racial discrimination as I am an Asian and they want to harass me.

This is my fourth time this month flying on United back and forth from JFK to SFO. I have never experienced like this before. I flew in other airlines before so many times and it never happened to me like that. No crew members treated me like that. I was shocked and I need to think about flying with United Airlines again for my future travel and also I wouldn't recommend my relatives and friends to take United if United continue to have those kind of flight crew members on board as I don't want my loved ones to get humiliated like me. Moreover, I don't want any traveler being treated like that in the future. Shame on those United flight attendant because they bit the hand which feeds them. We are customers and because of us, they are getting paid and employed. SHAME ON THEM!!!! United customer service suck!

Our Den to MPS flight was delayed as well, not cancelled like some of the later flights. And so we waited, and waited. United continued to postpone the flight in 15 minute increments (the First Officer was a no show, there's a crew coming in from Santa Fe, whoops they timed out...). At 10:30 they finally cancelled the flight.

I then joined the customer service line with HUNDREDS of other stranded United passengers. At 1:30 a.m.!!! I was rebooked and given vouchers for a cab and a hotel. I packed in a crappy minivan with 9 other people and was deposited at a fleabag motel for a few hours sleep, oh and $14 in food vouchers. My alarm was an automated call from United informing me that my new flight was cancelled and I needed to rerun to the airport to rebook. The NEW line of several hundred people progressed at a glacial pace because there were TWO agents at desk, while the United priority lanes had five agents for virtually no customers.

FIVE hours later an agent, the first and only sympathetic United employee, told me she could get me out on Wednesday the 8th, and no, there were no other flights. I told her I found a flight on Southwest for Tuesday. She explained that they weren't partners, so I was on my own. Wow, thanks. She requested a refund for me and that was it. I booked the $730 flight myself and flew out Tuesday, the 7th.

THE KICKER, today (January 21st), I was told my refund for my $513 United ticket was $88, because they'd gotten me to Denver. Apparently, I should be grateful to be stranded at an airport because I was geographically albeit not realistically closer to my final destination. My inquiries have led to a voicemail box for "Customer Care" in which no one returns my calls and a mailing address!!!! The website is useless, and there is no fax or phone that reaches an actual person. I'm disgusted and frustrated and out a fair bit of money. I will NEVER fly United again and will pursue this as long as I can.

It is now 12:30 pm. I stuff a bunch of dollar bills in the porter’s hand and he assures me that he will take my mom to her gate (70A) and she will be taken care of all the way to the plane. We decide not to leave the terminal until her plane takes off at 2:04 pm (still on schedule, as per the monitors). We decide to get something to eat while we wait; however, we can't find a restaurant, not even a coffee stand, as this terminal seems worse than an old bus station in Gaza City. After walking around the airport, still hungry and thirsty, we return to Terminal 7 and glance yet again at the screen, only this time to our disbelief, the flight has been cancelled!!

I help her into a wheelchair that I find near the restroom and ask three different United workers what happens next. They all greet me with the same fake smile (must be a hiring requirement), shrug their shoulders and only say... weather. We are finally given a new boarding pass for a new flight (#1828) scheduled to leave at 5:15 pm. The heavy snow, they say, needed heavy machines to de-ice the planes. We wait for an empty airplane to arrive shortly for this flight and soon after, it arrives to our gate. Imagine my surprise to discover that the plane came in from Cleveland (maybe the coldest place in North America on this date)!

Meanwhile, my mother and many other passengers have been at the airport since the early hours of the morning and nobody offers any food or even water from the airline! A little before 5:00 pm, there is an announcement: the flight will be delayed until they find a pilot to fly it. Are they serious?! After all this time they haven’t located a pilot? The thought crosses my mind, “Maybe they can find one on eBay?” When frustrated passengers complain, they are told "If you want to be safe, you have to be patient." Apparently, safety is a reward for good behavior. Around 8:30 pm, another announcement is made: "There is some good news and some bad news: The good news is that we have a pilot, but the bad news is that there will be no food, not even for purchase, on this flight because the plane has been at the gate too long… long enough for the food to go bad.” They even apologized to their First class customers (the more important customers), that alas, even they will have no food.

At 9:00 pm, after spending more than 10 hours at the airport, the plane finally leaves the gate on its way to Newark. From this experience, the one good thing that happened to me is, I now know I WILL NEVER FLY UNITED. I have 15,000 miles that I have accumulated over the years; they are available to anyone who has the courage to use them. I think I will post them on eBay, right next to the pilot-wanted page.

After check in, upon arriving at our gate before departure, the electronic signs stated that all flights departing from gates 21 and 22 were on time. As 1:30 pm, departure time, came and went, my boyfriend went in search of answers as all of the signs indicated the flight would still take off on time. After 30 minutes of searching for staff (who were nowhere to be found) to provide answers, he and the other passengers in line near him, were told that the flight to Cleveland was canceled. We were directed back out of security to get rebooked at the ticket desk. We are reasonable people and understand that weather issues are out of an airline's control so we were in good spirits as we waited 90 minutes in line to be rebooked.

When it was finally our turn to work with a ticket agent, the woman informed us that our flight that day was never canceled, it was just delayed, and it was currently taxiing away from the gate. Naturally, we were incredibly frustrated and confused as to why we and the other people who were with us in line to get rebooked, were given this misinformation. The ticket agent suggested that possibly this was due to the flight being unbalanced as far as weight was concerned. Again, we were frustrated and confused because that would clearly be an unprofessional lie to give us this misinformation instead of trying to remedy a problem like that with other solutions.

The manager on duty for the ticket desk (first name Jeff) came over to assist and suggested that the agent at the gate may have actually said that our flight from Cleveland to Phoenix was canceled, but after checking on that, that was not in fact the case and we still would have made that connection, even with a delay. At this point, we were still trying to be reasonable, despite the obvious error on behalf of the Star Alliance staff. We were focused on getting ourselves and our pup back to Phoenix as soon as possible. So when the agent that was assisting us told us the next available flight for us would be in six days, Friday January, 10 again, our frustration continued. We informed her that to avoid missing that many days of our jobs we would be willing to drive to a bigger airport Newark, JFK, LaGuardia, Philly, Albany, even all the way to Charlotte, NC to get a flight earlier in the week.

From our point of view, we were being amenable and trying to work with the circumstances of the situation by driving hundreds of miles out of our way to find something else. But this ticket agent was NOT reciprocating. Very early in the process of getting rebooked, I requested that she search other airlines for seats. She replied that she would get fired if she did that as it was against policy. About an hour later, I overheard the two agents next to us rebooking on Delta flights. So, my boyfriend went over to the Delta desk, they easily assisted and gave him a flight number for Tuesday that we could get on. The United agent we were working with seemed put off and annoyed with us that we were resorting to going back and forth between the two desks. I requested that she ask a supervisor if booking on other airlines was a possibility and when she did, she was told yes.

This whole process went on for about two hours. When we were finally booked on the Delta flight, we requested that we receive some type of compensation for an error that was caused by the staff at the airport. We were told that we had to call the United help line for assistance with that. Then we requested that a note be entered into the system on our behalf so when we reached someone on the phone, they would be aware of what actually happened and not think that we were lying just to get a free flight or money. We were told this was against policy. We were offered nothing to compensate for our two-hour travel time to the airport, for our missed flight, for our missed work, for gas mileage, nothing for a chaotic disaster that was CAUSED by the misinformation we received. While my boyfriend was running back and forth between Delta and United, the agent we were working with told me that she needed to be helping other customers so we needed to hurry up. I was blown away by the rudeness we encountered for a problem that was not ours and not the weather.

At this point, between the time we spent waiting in line and the time with the ticket agent, we were there for nearly four hours. We were exhausted, our dog needed to relieve herself, and most of all we were frustrated so we decided to leave without feeling that we had a resolution (other than a rescheduled flight). Please see this summary of problems we encountered:

5. We were not refunded for our dogs in cabin cost. Nor were they able to transfer or assist in transferring the in cabin cost for our dog. If we have issues on our Delta flight with flying her, we have even more headache and frustration.

I'm writing this complaint because I can't believe that this is how United has become one of the leading airlines in the US. I have been given compensation towards airfare in the past with United to take a later flight on an overbooked flight and I believe that we should be compensated for this experience as well.

So on the day before his return, I check in with the United Airline rep to make sure we won't have the same issue for his return flight. They get me for another 150 dollars and give me his boarding pass. Now considering it takes 2 hours and $100 dollars in gas round trip, plus hotel so we can avoid driving in the icy mid-west morning conditions. They inform me less than 12 hours from his flight time that his flight has been canceled. That's 200 dollars in gas and hotel wasted. They automatically reschedule his flight for the 5th, now with a 4.5 hour layover as opposed the the original 1.5 hrs. My 12 yr son has ADHD and 4.5 hours is a lot to ask of him.. On attempt to return to the airport, there is no one there to speak with.

So we drive 2 hours back home and hope we can reach a customer service rep to change flights. 2 hours on hold and when an agent finally answers, she hangs up on me. So today when I wake up, I try to call again. "Estimated wait time 4 minutes". Well it's been 4 hours now on hold, still haven't spoken to a person. So from a flight that was supposed to cost me 480, I'm well over $1000 and still cannot talk to a representative to change or cancel. They have really got me good. Never again will I fly him in. I will make the 24 hour drive happily knowing they do not get one more cent from me.

The point is this entire situation is Ludicrous, Continental/United has taken my money and thinks it is okay to cheat customers. This airline has extorted me and I do not think they should get away with it. I ask for all my money back because I will never do business with an airline that has this kind of treatment of passengers. We are their longevity, they are not ours. Because the Doctor submitted a letter to the airline in reference to a regular surgery and a week later an emergency surgery, that ticket was exempt from fees and yet the airline did not keep their agreement so why should they keep my money? By the way they took $150.00 out of my account in 2010 for the change without my knowledge so this airlines owes me all my money back ASAP.

To top it off, the employees repeatedly lied to me saying it was "because of the weather" which there is NONE, and then finally someone let on that EIGHTY OF YOUR PILOTS WENT ON STRIKE TO MAKE A STATEMENT ON CHRISTMAS EVE, leaving thousands of us stranded in the airport. I am a new customer and this will be my FIRST AND LAST TIME on any United plane. I have NEVER had such a horrible experience with an airline.

My fiance and I were traveling home for the Holidays, from Pittsburgh, PA to New Orleans, LA via United and a rental car from NOLA to hometown 2 hrs west. Our United flight had a connection at O'Hare in Chicago. The plane was delayed taking off for Pittsburgh by 1 hour and 14 minutes. We landed in Chicago 20 minutes before the connection. We were told at the gate we would miss the flight and to go to Customer Service. The Customer Service representative told us that plane too was delayed and that our seats were still available, we were fine to go to the gate and wait for boarding. We went to the gate and told the gate attendant we were there. The plane ended up being delayed for mechanical reasons for 2 hours and 35 minutes.

When it came time to board our tickets were not accepted and we were told to wait while they completed boarding the plane and then told us we were out of luck and would have to take a plane to Houston that night and then a plane to New Orleans the next day at 1:15 pm landing in new Orleans at 3:30 pm, a full 22 hours later than scheduled because of their error.

I am certain a more important customer was given my seats and my holiday plans ruined. I was told it is not possible for refunds to be issued. A travel voucher for future use is the best they can do. Well after being treated like dirt the last 2 times I flew United, they will pay a portion for me to get treated like dirt again. Thanks United for wasting my time with 2-hour long Customer Service lines in the Airport, 45 minute to an hour long wait times to talk to rude, unknowledgeable and unhelpful customer service phone representatives. And 2 days later the location of my luggage is still unknown according to all the means United provided me to track what they call delayed baggage. Nothing online, nothing via phone. But the delivery driver shows with the bags. I'm in Houston, my luggage is in Chicago and my rental car reservation is in New Orleans? That is the United way!

Fly United Airlines at your own risk. My money will be best spent elsewhere. For our troubles we were each awarded a $200 travel voucher. Additional cost to me was approx. $75.00 and 18 hours of vacation time lost.

So then I'm told we can get him on that flight that he's already confirmed on, but I have to pay $3000 additional. The worst part is the 2-hour phone call with United where no one would recognize how troubling this would be for a "customer". And to top it off, that United flight from Tulsa to Houston was cancelled - just as I was worried it would be. This whole thing is so troubling. Forget the fine print or the "policy", I shouldn't have to pay for an airline ticket twice. It just doesn't make sense. How many products or services are people forced to pay for twice... and the company gets away with it?

Their call center is nothing but a stream of mis-information and diversion. I expect it will be days until I get my bag - if ever. I have all my clothes and Christmas presents in my bag. A simple transaction of putting the bag on the next flight from IAH to MCO has turned into a fiasco! Please... do not fly United airlines. It is a terrible airline and the chances you will lose your bag are so much more than other airlines. This is the third time in one year that UA have lost my bag. I am fed up. I mean really? IAH to MCO and now by bag is on its way to Japan?? UA should be ashamed. What incompetence! Please spread the word. UA will send your bag around the world if it is lost and who knows when you will get it back!

So we called several weeks ahead of when we thought the tickets would expire to try to re-book a trip, and United smugly said the tickets were cancelled, and have a nice freaking day! Upon filing an online complaint I got a patronizing email with the above dates highlighted in yellow, a pat on the head and was basically called a dumb ass. Well screw United. I will never fly with them again, and I will tell everybody I know to beware of hidden rules and ridiculous policies.

It was a nightmare. We could not get out at all to use the bathroom or stretch and my partner did not have the use of about 30% of her seat. I lost the use of about 20% of my seat as my partner leaned over to join me on mine, rather than share with the very, very large smelly stranger. Well about half way into the flight the woman was able to get herself up to go to the toilet, so we seized the opportunity and also both went at that time. Afterwards we were both very cramped and uncomfortable. During the course of the flight my partner started to feel nauseous. There were no "barf" bags. So we pressed the service button and the steward who could easily see the discomfort - though we said nothing - gave my partner the barf bag.

Eventually we landed. As the plane landed my partner started to heave and vomit and she vomited nonstop for about five minutes to the point where it overflowed the bag and hit me. I was covered in barf. I honestly wish she would have barfed over the obese woman. So I wrote to United and complained that not only was our comfort disturbed, but our safety was severely compromised. What if we would have had to make an emergency escape? What about the armrest being up? What about the fact that my partner, who was perfectly healthy before the flight, was so cramped she got physically ill?

United apologized and sent us a $50 travel voucher. I told them to stick it where the sun no longer shines. I told them that I plan to never use United again as that should not have been allowed in the first place. Surely passengers should not have to police issues of safety and basic comfort? I was so angry that we suffered for 6 hours and were trapped. There was nothing we could do and then at the end of the ordeal we were not compensated. United should have given us a refund or 2 free tickets. But they offered a token and sent me packing looking to be a loyal rewards customer of Virgin... They also had the audacity to ask us to sign a waiver of our rights. No way United....

So here is the solution. The Passenger Bill of Rights should say that if someone has a situation like this, the airline owes them full refund. Trust me they would then do something about it. Very large people should not have to buy 2 tickets - that is too much. But there should be at least 4 special seats on any aircraft that travels long distance and it should cost at least 20% more and if those seats are full per flight, then obese people should have to book a different flight. People should have to declare their dimensions the way they do baggage weight. Why should a stranger passenger have to put up with discomfort? It is the responsibility of the airline to accommodate us all and appropriately.

The temperature on my phone was 91 degrees in Houston. It had to be at least 100 degrees on that tarmac. My pets were finally put in the cargo where they sat for more than one hour as work crews tried to fix a seat belt problem and then an air-conditioning problem. The cargo door was open allowing the brutal heat to cook my animals. We had to change planes because of the faulty air-conditioning and I never saw the PetSafe van take my animals out of the cargo. I was informed that I had to get off the plane immediately. My animals were still in cargo.

Upon arrival in Boston the cargo employee stated, "This is animal cruelty" while looking at my Greyhound and her crate. Her crate was covered in blood, feces and urine. My cat's crate was covered in feces and vomit. My Greyhound suffered severe dehydration and heat stroke. She needed to be hospitalized in intensive care for 3 days; her kidneys were failing due to heatstroke, and her liver was struggling. She was urinating and defecating blood. My vet bill was more than $2700. I detailed everything to United Airlines and asked to be reimbursed for the vet bills. Their offer to me was $1000, and that was to be given to me only if I signed a 4 page non-disclosure agreement.

United claims she had a pre-existing condition and they refuse to tell me what this "pre-existing condition" is. I have a letter from our vet in California indicating she was in perfect health and had NO pre-existing condition. The vet who treated her in Massachusetts has written a letter indicating that her medical problems were brought upon by her mistreatment by United, resulting in heat stroke.

DO NOT FLY YOUR PETS IN CARGO WITH UNITED. They have taken absolutely no responsibility for the brutal and neglectful manner in which my animals were treated. They killed Maggie Rizer's dog and Michael Jarboe's dog last year. Google their stories. In all of our cases they refuse to take responsibility and blame it on a "pre-existing condition." I only wish I had read about what they did to Maggie and Michael's dogs before I ever entrusted my animals to them. Please share this with your associates, friends and family. DO NOT TRUST PETSAFE. Your animals are NOT SAFE and United will take NO responsibility, whether they injure them or kill them!

The ticket agent was on the phone dealing with a man and his flight. Apparently, there was something wrong with it. She never even looked up to see if anyone else was waiting in line NOR did she attempt to get anyone else to help wait on the people in line behind this man. After 20 minutes of being on the phone, she finally waits on people ahead of us, and then the couple directly in front of us. We hear her tell them, "You have 10 minutes to get to the gate to get on board," and they take off running. We get to the ticket counter, she looks at her watch, and says, "The cut off is 30 minutes and that's now." We told her we had been there for 20 minutes already waiting on her to get off the phone and to help the others in front of us. She flat out refused to check our luggage for the flight to Chicago and on to Rapid City.

We begged, we pleaded, as we had to be on that flight and into Rapid City by that evening.She refused to help us & in fact walked away from the ticket counter & said someone from United would come talk to us about getting us on another flight that day. After nearly an hour, someone did come but by then it was too late. We couldn't get on a flight to Rapid City that day and were re-routed to arrive a day late. We had to be there that day or miss out on a very important part of the reason our trip was scheduled to start with (which we did miss).

The ticket agent at Delta, next to the United, said that they should or could get us on another airline to get out that day and on into another airport that could get us in to Rapid City if someone from United would return to the desk to do so. We asked her to call for someone from United to come to the desk but it was still an hour. And they would NOT even talk to us about getting us on another airline. They just kept saying that they would fly us to Dulles (DC), then switch to go to Denver for nearly a 10-hr. layover in Denver, to not get to Rapid City until Thursday morning instead of Wednesday evening.

When I told her I thought that was preposterous, she said United could offer me a REFUND of $1,265.00. I would still need to pay the $1,415.74 because (as Paulena stated) I had paid for a Premium Upgrade for my first class ticket on United and the upgrade didn't transfer. Even though I would be out of pocket around $300.00, I could live with that and agreed only after continued assurance from Paulena that I would in fact receive the refund. I asked Paulena from United if I would be notified of the change and subsequent refund and she said no, but it would all be in my record locator. She said it might take two credit card cycles for the refund to post. I was billed the $1,415.74 and the $150.00 and took the trip. THE REFUND FROM UNITED NEVER SHOWED UP!

Two months went by and no refund. I called United and spoke with five different agents, two of them supervisors. They informed me the ONLY recourse I had was to fill in the customer comment box on the United website. One of them went as far as to mention to me that "anybody could call up and say they were owed a refund from United". I was incensed. I'm not sure about "anyone" else but I know what I was promised and assured. Nevertheless, I filled out the box. I was contacted shortly thereafter by Mireya ** from Customer Care who informed me that I was charged the $1,415.74 because of the aforementioned Paid Premium first class upgrade, which did not transfer. She made NO mention of the promised and assured refund! Clearly, this was something she refused to acknowledge (I'm guessing for legal purposes).

I responded to her E-mail by pointing out that Paulena had ASSURED me I would receive the refund, and that no sane person would pay for a first class ticket, only to pay an ADDITIONAL $1,415.74 to remain in first class. And oh by the way, the phone call to United agent Paulena in June had been documented by United themselves, and was available to confirm, if they chose to do so. In her final response, Ms. ** said United was sticking with their decision not to offer the refund and that she was, "Sorry to learn you were advised you would get a refund as they are only handled by our Customer Refunds Center".

REALLY? Then WHY did United agent Paulena assure me I would get a $1,265.00 refund? Does she not work for United Airlines? If this is the case, clearly there is a tremendous lack of procedural understanding at United, not to mention communications. It's hard to imagine a major, well known conglomerate like United Airlines perpetrating a crime such as this, but they have lied, scammed and cheated me out of a large sum of money. United's actions are unscrupulous, a blatant falsification and totally unethical (and quite possibly illegal! ).

Fortunately, the pilot was able to land the plane safely. However, we were made to stay on the tarmac for almost an hour waiting for someone to come and tug us in to the terminal. The attendants finally came through offering us water. No time during this period did they come through the plane checking to see if everyone was ok. Also, no bus was brought to us so we could go to the terminal and try to make connections with our next flight. By the time we arrived at the terminal, several of the passengers had missed their flights. As for my connection for flight 4912 to KC at 3:45, we were told that they were bringing a plane out of the hangar and we're bringing in another flight crew.

Now in the beginning I was told that flight 3871 would take on the number 4912 and the attendants would be flying with us to KC. We kept being told that they were waiting for the plane and a new crew to come. They also kept changing the departure time. They also told us we were on standby for another plane which was leaving about a half hour earlier. However that plane was waiting for another plane to come in. We were finally told that the plane carrying the new crew had finally arrived and someone was running down to tell them to come over to our plane and that we would be boarding in the next ten minutes. This turned out to be almost 25 minutes later. We finally left Denver at 8:45 KC time and finally arrived at 10:15 KC time.

My concern is why didn't United Airlines do more to accommodate those of us who had experienced the fright and nerve wrecking of an emergency landing. No one in the airport seemed to care and when they were told what happened acted like so what. I also had a bad experience last year in Oct when I was suppose to make a 3:45 connection to KC. When I arrived and asked where the gate was, I was told they didn't know where the plane was. According to the person at the gate, it was in a hangar, but he didn't know where it was. Every time we asked, we were told it was on the way. They kept changing the time it was to arrive. We were finally told that the plane was flying to Wichita, KS and as soon as they landed they would be back to pick us up. This was now about 7:00 p.m.

We were told there was bad weather which was understandable. We were then told that the flight was cancelled. When asked why, we were told the crew had reached their flight limit. We were then put in hotels and given vouchers for food. However, when we wanted to get on another airline, we were told none were available and that the airport was closed. I have never seen such poor customer service in all my life. Your people are like robots trained to say certain things and not able to give an intelligent answer. After reading all of the negative complaints against United, I am terrified to fly your airlines. When are you going to wake up and improve your service and do your best to help the customer instead of acting like we’re nothing?

First of all, a week before we left on our trip we received an email letting us know that we had an extra flight added to our return trip which added over 4 hours to our already 13 hour trip. I called to discuss this addition and the potential for a possible partial refund to repay the three of us for this inconvenience. The attendant and I discussed the possibility of shortening the 12-hour layover during our departing trip on Aug. 15th. In return she agreed and mistakenly booked all three of us on a flight on Aug. 14th (these phone calls took me over 1.5 hours). When I called to check-in to our flight, no one had record of us in the Copa system or the United system. After another 1.25 hours on the phone we weren't on any flights, because we had "missed" our first flight. Another hour on the phone allowed us only the possibility to fly out on our original flight or lose an entire day of our trip. This led to yet another hour on the phone will the manager who put me on hold for over 30 min which got us on a 5 am flight on Friday the 16th that was previously non-existent.

Upon arrival to Lima, I discovered my backpack had been badly damaged to the point where the internal frame was bent so badly that it could not be bent back without snapping (I have enclosed pictures of my pack). There were many rips/tears/burns on the bag, went through bag and clothing/other items. I could no longer use the backpack to carry 45-55 lbs during trip as well as on Inca Trail. Needed to purchase a new backpack. Jambox speaker system was smashed and no longer operable. Cell phone charger/aux cable/speaker charger all severed in half. Several objects of clothing that were close to the surface were badly damaged.

At the airport on the 28th, I again did not have a full itinerary. I had a flight from Lima to Panama, but nothing else was in my name for the other two flights. This led to yet more time at the desk figuring out tickets. Once we were able to get me on the planes, we discover we had only 45 min in Houston to make our next flight including immigration/baggage claim/customs/rechecking of bag/travel to alternate terminal. We tried to adjust this schedule so that we wouldn't miss our plane in Houston. We also asked if they could get us a cart/escort or anything and nothing was possible. Our only chance was to cut in line at immigration/customs and baggage. We just barely made our flight after sprinting from one terminal to the other, but sadly we did not get our bags in SF. This was a huge inconvenience to our friend, Heather **, who needed to fly out the very next morning for another trip.

After this trip, I was very upset that your airline could be so careless of the customers that you claim to serve. I then went to the customer care section of your website and entered all my info and this story. After 45 min. of typing, I hit Submit and there was an error message. This error message let me know that I could try again or call a 1800 number. This effectively erased everything I had written. Wasting more of my time. I called the number and they let me know that the only way to send in a complaint was to mail it. So here I am mailing you my complaint. I find it very archaic that you don't have a single email address to send concerns. I tried again a few days later to submit my concerns and received an error message again. I respect your time, please respect mine.

I have never seen an airport more unorganized or an airline more unconcerned about the plight of displaced travelers. This was to be a wonderful weekend in a part of this land that I had never seen. Now I have wasted my sister, brother-in-law, my husband and my vacation time for this fiasco and will more than likely never see the Florida Keys. If there is a class action lawsuit against United, please someone let me know how to join it.

My question is why would it cost more to change my old tickets (combined cost of $1200) than to buy new ones (combined cost of $800). To add, we were charged a bag fee of $100 for two checked bags although we showed the agent our United credit card. We did not pay for bags going to Santa Fe and feel we were charged this incorrectly. We have both flown Continental-United for many years. This has always been our go to airline. It is most disturbing that we were not given any consideration during a family emergency.

I suffer with arthritis and by the time we arrived in London, I was very stiff and in pain. Why do airlines not make large people pay for two seats instead of inflicting misery on other people?

Why does United accept responsibility for "lost" items, but not for completely broken items? Either way whether an item is lost or damaged, it is due to an employees carelessness, and United needs to be held liable for their employees' actions. Unfortunately every time I speak to a United rep over the phone they are unhelpful and continue to tell me there is nothing that can be done. Well I know that is untrue because the woman in the Baggage Office told me they might be able to help stroller situations depending on the circumstances, and corporate would have the ability to approve or deny a replacement stroller after a claim is filed. So far, no United employee has been willing to open a claim for this situation - the only thing that has been done is the initial inspection of damage at the airport, and the brief notes re: damage the woman typed into the system under my reservation. I don't know what else to do at this point to try and gain back all or part of my loss - any help would be appreciated.

Ok, so I arrived to Sydney International Airport and went to check in at LAN and they did not recognize my ticket to start and they told me to go to the United Airlines office upstairs at Sydney Airport to check the voucher that was issued to me. A man in the office that morning said that the voucher was valid and told me to let the staff at LAN check in to contact him on the number he provided. Anyway the voucher ended up working and I was able to depart Sydney. I then land in Auckland and we had to all get off the plane - in transit. When we were due to board the plane, I again encountered the same issue with my voucher or ticket issued by United Airlines. It was checked with the staff members at LAN Chile Auckland and they said that it was all ok after nervously waiting. I then asked them if it will it be all ok all the way to Bogota because I was tired and frustrated with all the headaches I was receiving whenever I had to board the plane. The attendant assured me that my flight ALL THE WAY to Bogota was going to be all ok. I questioned him about 4 times to be sure and he said “yes, everything will be alright”. I can’t remember the full details but I had the vouchers and whatever documents that was issued to me by United Airlines to reach my final destination.

I arrive in Santiago, Chile. Now this is where I encountered the most unnecessary and worst experience of my travels. I had to wait 12 hours before my departure to Bogota which was at 23:50, so by now I was tired and frustrated with the whole traumatic experience. When the gate opened for flights to Bogota, I immediately went to the gate to check my boarding pass that was issued to me in Auckland to ensure that I will be ok and certain to board the flight to Bogota. The man at the gate checked my boarding pass and said “yes, it looks ok and you will not have a problem”. So then I waited for boarding time in Santiago.

When they started to board, I proceeded to the gate and the lady at the gate said something to me in Spanish, but I was unsure because I didn’t understand the language so I proceeded to the plane and to my seat. I sat in my seat and once everyone had boarded the plane, the flight attendant told me that I had to get off the plane because my ticket issued by United Airlines was invalid. By this time I was tired and frustrated and told her nicely that I am meant to be on this plane and that I have my sister’s wedding to attend and that I even checked with the man at the gate before boarding the plane and he said everything was alright. Then a group of LAN Chile Staff members came to my seat and pretty much ‘ganged up on me’ and then I was a little upset and with the language barrier it was difficult for me to explain what was happening. I then told them that I was NOT getting off the plane and that I had to be on this flight and remained in my seat.

After a few minutes, the LAN supervisor came to my seat and rudely advised me to get off the plane. I still refused and they then called security staff and they escorted me off the plane. They were rude and obnoxious towards me. The supervisor of the airline especially was horrible. There was no need for that kind of mistreatment. I was humiliated in front of everyone on the plane. Now I was really upset by this time that this was happening. She took me to the office and said that she was going to check the ticket. She left me in a place with security guards (I don’t know why, I wasn’t causing any trouble) and no one spoke English and nor did they offer an English Interpreter to help, so it was difficult for me to explain or understand what was going on. I told them that I had to be on that plane because I had my sister’s wedding. They did not care or investigate the ticket; they just threw me off the plane like I was some criminal.

I waited about 2 or 3 hours before anyone told me what was happening. I ended up in tears after being mistreated and not having slept for 2 days, almost. I told them that I had not had any sleep and that it was unfair the way they were treating me but they did not care. As I waited anxiously for someone to let me know what was happening, I broke down in tears and called my insurance company to advise them of what was happening and I even called to Australia Embassy to seek some sort of help, but was advised that this was an airline issue. Mind you I was stuck inside the airport for a while as I was unable to get out for some fresh air as I did not obtain a visa to enter Chile. Not that I wanted to be in Chile. I wanted to be in Colombia. Chile was not a destination I wanted to go to and never will especially after the experience I went through with them. The people are nasty and don’t know how to be nice to overseas guests.

I was then finally advised by other staff (the supervisor never returned back to me) that the investigation was done and that I was able to board on the next flight to Bogota, via Lima, Peru on Flight LA636. So they issued me with boarding pass to Lima which was at approximately at 5am. I arrive to Lima where I then had to wait another 3 or 4 hours. During my wait, I was worried the whole time thinking that I would still have issues with the boarding passes issued to me in Santiago. Finally my boarding for Bogota had come and again I made sure with the lady at the gate in Lima that my ticket / boarding pass was valid and that I was ok to arrive to my destination - Bogota. I also questioned the where about of my luggage and the lady at the Lima gate advised to me that my bag was checked in on the flight from Lima to Bogota which turned out to be false information.

I finally arrive to my destination after almost 3 days (felt like 5 days or more - I was lost with the time difference from leaving Sydney). Mind you, I had had no sleep or shower and had not eaten well. I was in the same clothes the whole time and felt disgusting. I was grumpy, tired, angry, annoyed and depressed the whole time all due to the coupon that was issued to me by United Airlines.

Upon my arrival to Bogota, I was a little relieved that I made it to my final destination, however sad that I missed on my sister’s wedding. I waited to collect my luggage and it was not on the carousel. I asked the lovely staff at El Dorado Airport in Bogota the whereabouts of my luggage and finally I was being treated with respect and assistance. They had located my bag which arrived on flight LA572 from Santiago to Bogota, which was the flight I was escorted off. The people at Bogota International Airport were very nice and could see the pain and trauma that I had been through and they helped me the whole way. Unlike in Santiago, where they mistreated me. I spent the rest of the day resting and catching up on sleep, which was about 2 days.

Now, I am due to depart from Bogota to Sydney via Houston and Los Angeles on the 2nd of August; however I am really worried and scared of traveling with United after the trauma United Airlines had put me through from the beginning.

It all started off from the cancellation of the flight from Sydney UA840 and as United Airlines did not meet up to their customer commitment expectation - Notify customers of known delays, cancellations and diversions. Also, although I was mistreated by LAN Chile Airlines, my purchase was through United Airlines therefore my thought is that because of this problem I was not treated fairly by United Airlines. Your commitment is - Treat passengers fairly and consistently. This clearly was not met.

Ok, the staff at United Airlines in Sydney did what they could to get me on a plane, and yes, I was mistreated by LAN Chile Airlines and not United Airlines; however, if it wasn’t for the problems to start off with that was created by United Airlines, none of this would have happened. I am hoping you could give me assurance; perhaps a comfortable, safe and a better journey back to my homeland Sydney. I feel I should be compensated for the trauma and dilemma United Airlines had initially put me through. Therefore I am requesting an upgrade or a form of compensation for all that I had been through and more importantly because I had missed out on my sister’s wedding.

As we are approaching the 2nd of August (next Friday), I wanted to let United Airlines know now as I didn’t want to ruin my holiday by worrying about this the whole time of my trip. Hence why now, as we are close to the departure date, I wanted to let you know. Even now that I am writing this to you I feel that I am re-living this trauma once again.

Please let me know what you can do to make me feel better about ever travelling with United Airlines again. As you can appreciate, it is a long trip back to Sydney and I just want to end this with a trustworthy, good and thankful feeling rather than a negative and non-recommendable flight with United Airlines. Especially when I am reconsidering travelling back to the United States and Colombia again in the near future. You can contact me on email ** or on phone ** whist I am still in Colombia. I look forward to your prompt and positive response.

12th August 2013 - I would like to now add to this letter as I have still not yet received any response from United Airlines. A few days after sending the above complaint letter online I called the 01-800-944-0219 (Toll free) in Bogota to talk to someone. As I had received email confirmation from United Airlines that my complaint was sent, the email tells me to "Please use this Case ID number if you need to contact us regarding this inquiry: **". So I did; however that did not help as I was unable to reach to someone who was able to deal with customer complaints.

I spoke to reception or the person who answered the phone and they basically said to me that there was no way they can deal with my complaint as it had to be done online. I told them that I had sent my complaint online and that I wanted to speak to someone about it. I demanded to speak to someone in managerial position and they didn't have anyone for me to speak with and then finally after about 45 minutes, I was transferred to someone by the name of Israel. I had to repeat myself again and then Israel said that I had to be transferred to the office in Houston. So I was placed on hold again. I was on hold for over an hour and a half in total.

I finally get through to a lady who answered the phone in Houston and again, I had to briefly repeat myself again. I told her that I did not want to be placed on hold anymore as I had been on hold for over an hour and a half and that I wanted to speak to someone in management. She told me that there was no one to speak to in regards to my complaints and that they only dealt with refunds and they do not have a customer service center. I said to her that there has to be someone who could help me or that is in a higher position to speak to. She then said that she will have to put me on hold again. I told her to please understand that I had been on hold for over an hour already and I don't want to be placed on hold anymore and that I wanted to speak to someone now. She then said, Okay. AND THEN HUNG UP THE PHONE!!!!! And I know it was not by accident. She did it deliberately. As you can understand, I became extremely furious!

On the same day, I decided to go to the Bogota Office and complain face to face. Basically, to keep the long story short (of the incident in the office), there was nothing that they could do. I told the lady at the front desk of my experience traveling to Bogota and also the poor service I was dealing with from United Airlines and what the lady in Houston did on the phone to me HANGING UP. She acknowledged that it was unprofessional for her to do that and that I should not have been treated that way. I showed an image of the voucher/coupon ticket that was issued to me and she also said that the ticket issued is wrong and can understand why I had dealt with such dilemmas. She said that there was no way to speak to anyone in regards to complaints and that I have to wait to get a response from United Airlines and it can take from 7 to 14 business days. I told her that I will wait until Monday and if I have no response I will be contacting United Airlines again. She said yes, please do.

Anyway so I decided to wait until the day before my departure (as you can appreciate, I was on holidays and didn't want this issue to disrupt it) in case I had received a reply; however, I still have not received anything from United Airlines. So I called the 1800 number again. This time I advised whoever picked up the phone that I did not want to be put on hold that I wanted to speak to someone urgently. So they transferred me to some a person named Israel again and he was based in Mexico or New Mexico and he or she this time, did what they can. Israel placed me on hold but kept coming back to me advising that he is still trying to get someone to assist me.

After waiting about half an hour this time, I told him that if he could kindly call me back once you get through to someone as I was on hold for too long already. He said, "Sure. No problem." Anyway. I did not receive a phone call back. I then called back at around 4.30 pm and again I was put through to someone in reservations and again I had to re-tell my experience. The lady tried to be comforting and understanding and the only thing she could do was to put me on premium economy for my trip back home, which I do not believe was not good enough. By this time I was tired of reliving this and was not getting anywhere with United Airlines so I decided to deal with it all when I get back to Sydney.

The day I was due to depart Bogota, the check in line was long and it took a long time to get to the desk. I eventually got to the check in desk and told the man that I had really bad experience with United and if he could upgrade me or check in my extra bag in for free as United have not been good to me. I just felt that I was being treated really badly. And it's not fair for me to pay $2,500 and more to United Airlines after all this has happened. So I received no upgrade and I had to pay an extra US$116 for the extra bag. And it cost me extra apparently because I was going to Sydney?? I had no time to complain further as due to the delay at check in and I was in a hurry to clear customs and board the plane. I didn't even have time to spend quality time with my loved ones to say good bye. I was at the airport well in advance to check in.

When I arrived in Los Angeles (via Houston), I saw the Customer Service department at the airport so I took advantage of that moment and approached the lady at the front desk. I told her briefly what had happened to me and she too said the same thing that all complaints are dealt with online. Which makes me question, why do you have Customer Service at the airport????? I told her that I had already done that and she said that I had to wait. By then, I was extremely tired and told her that I was going to deal with all this once I return to Sydney.

When you fly with United Airlines, before departure, you provide a little information on the video in flight screen about United Airlines, and how you strive to meet customer expectations. I was so annoyed watching this video for the 3 times I had to get on the plane. It was not true. United Customer Care does not exist. I have traveled many times and have never had issues with airlines and if so, I know of other airlines that will personally deal with a customer in regards to any inconvenience or issues caused by the airline. I don't believe United Airlines can live up to what is promised to the customer.

Just a little feedback: You say, "Our goal is to make every flight a positive experience for our customers" and "Our United Customer Commitment explains our specific service commitments so that we can continue a high level of performance and improve wherever possible". I'm sorry to say this, however you have failed miserably. Also, another thing... You say that you, "Notify customers of known delays, cancellations and diversions". Clearly this did not happen, especially knowing that the United Airline plane did not even dispatch the USA due to mechanical problems. Therefore United Airlines had ample time to notify customers whether on email, text message or phone of the cancellation. Overall, you did NOT work hard to get me to my destination on or as scheduled and nor did I have a positive experience.

Customer Service is about servicing the customer. Like other airlines, we have the opportunity to speak to someone, and without hesitation when asked to speak to someone in management; it is handled professionally and with care. Perhaps I would't be so upset with United Airlines, if I was only given the chance to be heard; however it was way too difficult to reach out to someone. As this had occurred, it of course, made me furious especially knowing that with other airlines, I get treated with care. I thought all airlines were the same. I have traveled plenty of times with many airlines and I have never had a problem. And when I had encountered any issues, it was very easy to speak to someone when I asked and it was dealt with. And more importantly, I did not get upset as I felt that the airline was doing what they can to accommodate me. What is so different with United Airlines? If you say you have commitment to customers and customer care, then why wasn't I given this? Perhaps if I was heard from the start, instead of me having to chase someone to talk to (in my own holiday time), wouldn't you think that more than likely I won't be upset.

Also, just another piece of feedback; when I tell everyone about my experience, the first response is "UNITED? They are the worst airline! I could have told you not to travel with them." Well I did hear this before I chose to travel with United; however I thought I'd give them a go. So... Well everyone was right. I have to say with all the travels I have done. United Airlines has really let me down the most. And people have asked me about my holidays and I let them in on my experience with United Airlines. People are disgusted about United Airlines when I tell them about my horrible experience.

And just to let you know how word of mouth works. Okay. My mother was travelling to Colombia as well at the same time and her flight was due to depart 2 days before mine. She discovers that her flight is cancelled. Anyway, when I found this out, I laughed at her and told her it was because she chose a crap airline (Aerolineanas Argentina). I told her that I am going with a better airline, United (I had confidence at the time). Anyway KARMA. It happened to me. My flight was cancelled. So I was the one they laughed at and till the end. As she and my 2 other family members travelling together were inconvenienced from the cancellation, my mother was lucky enough to have things handled by Aerolineas Argentina immediately and the 3 of them were even upgraded to FIRST CLASS! Now the fact that my mother was able to liaise with someone about the issue they encountered, tells me a lot about that airline. They actually hear you out and aim to extend the courtesy where possible.

So to me, I was silly to make fun of my mother about which airline she chose. She picked a great airline!! Little did I know. Anyway, it just goes to show how far word of mouth can go. Although her flight was cancelled, she was still cared for and she has great respect and positive feedback about Aerolineas Argentina and highly recommends it. I on the other hand, NOTHING! I suffered and was humiliated and more! And unfortunately for you, this is what I have spreading around the people that I know. I cannot promote United Airlines. I will not recommend this airline to anyone and let me assure you people are very aware and usually like to understand people's reviews/experience on a flight before they chose an airline. And like I said, United Airlines has a bad reputation, but I thought I would give it chance.

I would also complain to LAN Chile Airlines as they mistreated me; however I paid United Airlines therefore I should deal this with you and besides it was all due to the incorrect or invalid voucher/coupon ticket issued by United Airlines. I'm sorry this letter is very long and it may be taking up your time; however like I said, this could have all been avoided if I was simply heard and spoken too. Sometimes negative feedback is good as this will give you an opportunity to grow in areas that need attention, I.E., CUSTOMER SERVICE. I know this has been a long letter, but I'm sorry. It would have been quicker if I was just able to talk to someone; however customer service does not exist. I am hoping to get a prompt response from United Airlines. Something needs to be done!

The last person I talked with last Wed or Thursday said "okay now your document has been received okay" (he meant the copy of decline letter from US Consulate). Funny again today 8/11/2013 I got another email from United.com asking me again to provide government issued document. They already received a copy of the government issued letter (US Consulate in Shanghai), what do they want from me or the traveler again? It's so frustrating to do business with United in this small matter even if you present a copy of the government letter to them several times already. It's been three weeks after I sent a valid refund request and they still cannot issue me a refund for a trip canceled due to traveler unable to get Visa.

Then, he held my hand, not in aggressive way but it's not the good moment, so I raised my voice and said, "DON'T TOUCH ME, SIR!!" and I told him, "You need to talk in a better way to me (in higher tone)." He called the security to me and they asked me to leave the plane so I said, "I'm not leaving until you give me a logical reason." Then, they just called the police for me. Six police officers came to me and I had to leave the plane.

TEXT OF MY LETTER: I am writing this letter to you to voice my very serious concerns about the very negligent and uncaring conduct of your employees on the above referenced flight. I also believe that I was the victim of discrimination by your Airline in the way that I, as a disabled passenger, was treated by the ground staff and flight crew of your airlines upon departing the Dulles International Airport in Washington, DC. I am a disabled individual with paralysis to my left leg and foot and I am confined to a motorized wheelchair. Upon trying to depart Dulles, my full time caregiver told the clerk at the gate counter that I would need to be pre-boarded due to my disability. The clerk at that time asked him if I could take a few steps (not stairs).

At that time, I was told to follow a female United Airlines representative who proceeded to take me down on an elevator and out onto the tarmac, where I was faced with a steep set of steps that were part of the door on the regional jetliner. Both my caregiver and I knew, at that point, that there was no way I could climb that staircase. I was then told to wait there and they would get a ramp for me to be wheeled up. I was expecting some type of a boarding ramp, like the one other passengers were using to get down from the second level to the ground level tarmac. This, however, was not what was brought out. What was furnished for me to use was a very steep, very narrow ramp, which they expected me to walk up. I told them clearly and in no uncertain terms that I could not walk up that ramp. It was at this point that the co-pilot came down to see what the holdup was, to inform the ground crew that the plane had to leave, and to basically insist that they find a solution to my problem.

All in all, he was very rude, not only in the way he treated me, but in the way he treated the ground staff as well. They then proceeded to get a conveyance that is called an aisle chair to use to pull me up the ramp. I am a large man and that day, I was traveling wearing shorts. I was strapped into this aisle chair with seat belts which proceeded to cut and abrade my ankles and inner thighs, and as I was dragged up the ramp (due to the very narrow spacing of the guard rails), it left bruises all over my sides and on the left side of my lower abdomen. The action of dragging me up this ramp strapped into the aisle chair caused me great physical pain. Once in the plane, I was then expected to walk to my seat located only one row up from the last seat in the plane.

There was no way I was going to be able to do that, so they did accommodate me with a first class seat for this leg of my flight, but my caregiver still had to ride in the original assigned seat at the rear of the plane, thus denying me of his assistance. I do not believe that in this day and age with the existence and acceptance of handicapped rights, that I should have ever been subjected to such treatment by any employee(s) of United Airlines. I felt humiliated, belittled, and basically like a large piece of garbage being hauled up that ramp. My caregiver was absolutely horrified at the treatment we received from United Airlines.

As if the treatment I received on the flight from Washington, DC to Charlotte, North Carolina, was not bad enough, there is one other item I would like to discuss. When checking in at the ticket counter at the San Francisco, California Airport, my caregiver and I checked one suitcase each for which we were each billed $25 in baggage fees, for a total of $50. When reaching the departure gate, however, it seemed that many of the other passengers had larger carry-on’s than the two bags we had checked. The ticket agent said that the flight was full, that there was no room for the many large bags, and asked the passengers who were carrying these large bags to step forward so that they could be checked for FREE! It seems to me that this is yet another example of the unfair treatment afforded to some passengers by United employees. Why should we have had to pay $25 each when other passengers (whom I must assume know the rules about the size and quantity of allowable carry-on luggage) get their bags checked for free?

So concerned am I about the way I was treated as a disabled person, that depending upon your answer and the attention my letter receives, I may be compelled to file a Title II complaint with the United States Justice Department citing violations under the guidelines of the Americans with Disabilities Act for discrimination in public accommodations. I may also seek out media attention to let the public know firsthand just how callously United Airlines treats disabled passengers. I sincerely doubt that either myself or my caregiver would avail ourselves of the services of your airline at any time in the future, unless you can convince us that disabled passengers, myself included, will never be receive treatment like this from any if your employees ever again. I shall expect to rear back from you within three weeks from the date of my letter, or shall have no other alternative than to carry through with the filing of my ADA complaint as well as contacting the news media. Thank you for your prompt attention to, and anticipated cooperation in reaching a resolution to this matter.

Well, three weeks have now gone by. I received the Return Receipt from the Post Office and it is rubber stamped "United Airlines," so I am sure they received my letter. I would love to tell this story to any group representing handicapped individuals out there. I truly think United Airlines needs and deserves the negative publicity they would most likely get if my story ever came out. TO ALL DISABLED PEOPLE OUT THERE - WATCH OUT FOR UNITED AIRLINES. They treat disabled people with no respect or caring,

My father has encountered numerous situations on multiple international airlines where he has been sent back from the ticket counter but this was the first ever instance of him being booted off a plane. I'd like to mention specifically here that the ground staff for that flight was very cooperative and helpful and also put in a word for him, however, the captain did not budge. I have been a loyal Continental Airlines customer for the last couple of years and had recommended United to my dad since I have flown the same flight a couple of times myself and have been very pleased and satisfied with their service. I fly United domestic all the time and was also thinking about getting their MileagePlus Explorer card. However, instances like these will make me take a step back and not recommend United to anybody in the future.

While I was on board the plane, they said that the flight was over-sold. They then proceeded to pull me off the plane. They told me that since I was the last to get a seat assignment, I had to come off the plane. I tried to explain that it was United's fault that I had been unbooked, but that I had confirmed reservations that I had made over a month ago. No one listened to me. I was pulled from the plane and had to hang around the airport for 8 hours until they got me on another flight. I have never heard of an airline pulling a passenger who has a confirmed reservation off a plane. I will NEVER fly United again!

All in all, this was the worst flying experience we have had. We need to know that when we book a flight that we have a good chance of arriving at our destination on time. It is very difficult to plan when you don't know if you are going to arrive on time. Needless to say, we will be very reluctant to book any flights with United in the future. We are senior citizens and don't like having a 20-hour day of flying.

There was about four of us customers who missed our connectors, and she offered the driving to San Antonio option to another customer as well. He was really angry, but I and my husband did not get angry with anyone. We agreed the drive to San Antonio was the only option we had that would get us to San Antonio by 8am to a very important Air Force Graduation for our son. The UA agent gave us further instructions for reimbursement giving us a specific website to use and that we’re to include in our email the words, "Due to cargo loading" within our email. We didn't really know what that meant, but we wrote down her instructions and continued to the Dollar Rental Car Counter.

There we were hit with a charge of $698.00, which totally shocked us, since our original rental car agreement that we had made in advance through Travelocity for the San Antonio Airport was only $159.00. But we really had no other choice and were assured by the UA agent that we would be reimbursed for our rental car and gas expenses to San Antonio. We started our drive to San Antonio approx. midnight arriving in San Antonio about 3:30am. After checking into a hotel, we were able to get to sleep by 4:00am and then awakened by 7:00am to get to the Air Force Base by 8am. The decision to drive to San Antonio was not an easy one. It was not by any means an easy drive or comfortable for us to get only 3 hours’ sleep. Although we were miserable the next day, we never got angry or tried to blame anyone for what had happened. We know things can go wrong so we just tried to make the best of the situation and tried not to blame anyone. It wasn't the UA Houston Airport agent’s fault and it wasn't our fault either. It just happened.

When we returned the rental car, they added additional fees and the total charge to us was $770.46. We kept all of our receipts. It wasn't until we submitted our information to the United Customer Care Department that the issue started. We followed the instructions that were given to us by the UA agent, including all the necessary information that she had instructed us and even deducted our original rental car expense of $159.00 that we already expected to pay, ending with the net amount due to us of $704.00. Unfortunately, the process is not going as smooth as the UA agent had made it sound at the Houston Airport.

One month later, I am presently still trying to get our reimbursement of $704.00. So far the United Customer Care Agent has accused us of misinterpreting the information that was given to us by the UA agent in Houston Airport and has offered us a refund of $110.00 for the partial air flight that we did not use to San Antonio and two travel vouchers for United to be used in the future for $200.00 each. So now I am expected to absorb the expense of $600.00. I am frustrated that United is not taking responsibility for all the errors that occurred by their United representatives. First of all, $200 travel voucher does not get you hardly anywhere so I think it is reasonable to think that I would have to incur additional expenses in order to even redeem those vouchers, and I am presently already at a loss of $600.00!!!

We managed to get through customs and security and make it to the gate at 1902, eight minutes BEFORE departure. Of note, a couple from our London flight made it to the gate 1 minute ahead of us, or 9 minutes before the scheduled departure. Despite this, we were denied boarding as the flight had been closed. The United attendant became so rude that, not one, but two bystanders complained to the service desk about her comments and behavior. She informed us that the gate was closed and she was not reopening it for us. She informed us that, yes, she was aware that we had arrived, but that a decision had been made to close the gate early. As we argued, we were joined by the rest of the passengers denied boarding the plane and they sat at the gate.

Eventually, we were referred to the United counter. Here again, we encountered what I would refer to as institutional rudeness. Essentially, we were told in ten words or less that the last that the last flight was in 2 hours and 40 minutes, and if we wanted the tickets, we needed to take what she was giving us. We asked for a supervisor; at this point, we were a group of 7. We waited another 10 minutes, discussed the situation again, and once again, we were told that a decision had been made to close the flight. It was United's policy to close the flight 5 minutes before departure, regardless if we were late due to United's mistake (London flight left late due to late arrival of the flight crew).

When we informed her of the fact that 4 of us were in fact at the gate before the 5 minute mark, she informed us that nothing could be done. It was not her responsibility to get us on that flight. We informed her that, despite the fact that we had been arguing for more than 30 minutes, our flight was still at the gate, 20 minutes after the scheduled departure. She told us that she would not reopen the gate for the 7 of us, and that our only option was to wait more than two and a half hours for the next flight. When asked where our luggage was and she told us that that had made the flight that she would not reopen. In essence, our luggage could fly, but we could not. Ultimately, all of us waited for the latter flight. To add salt to the wound, it was delayed 25 minutes as a decision had been made to delay this flight to accommodate passengers that were arriving late from another United flight.

We were delayed in London due to United. We were never assisted at the arrival gate as promised by United. We were denied boarding at the gate after running through customs, security, and IAH and making it to the gate before United's cutoff. We encountered unprofessional and rude behavior so significant that 2 bystanders independently complained to the United counter while we waited for the supervisor. The supervisor refused to reopen the gate despite the fact that the plane was still at the gate 30 minutes later and that 7 people, all of whom were delayed by United, were standing there. Our luggage could be accommodated, but we could not. Finally, the delayed flight was delayed further to accommodate passengers that were delayed, a courtesy not extended to us. I will go out of my way to avoid United Airlines. It is a shame that an American legacy carrier is so terribly bad - number one in complaints, and so outclassed by foreign carriers. It’s no wonder they went bankrupt.

On our return home with United, it was from Rome. It was a nightmare. The plane was freezing. We had economy plus seats and I had a blast of cold air in my face for 9 hours. We told the steward who told the pilot but it stayed like a meat locker. I had two blankets on but my throat got more and more irritated. There was no vent control to shut off the cold air in my face. It felt like there was some kind of drying agent in the air. The connecting flight from Newark to SF was on a B737. We paid for economy plus seats but the seating was tiny with no leg or arm room. We were told because of turbulence, they couldn't serve water but first class was served hand and foot the whole time.

The flight was 6 hours of torture. If you wanted even a stupid little pretzel snack, you had to pay for it. The next 3 days, I had severe laryngitis which turned into a sinus infection and bronchitis. We have both been very sick for 8 days. We were completely healthy when we departed from Rome. I wrote Untied but never received a response. No surprise there. Last year, we flew home from Amsterdam on KLM. It was a wonderful flight. Comfortable with great gracious cabin help. I will never fly United again.

From Portland Maine to Trenton, New Jersey, my flight was delayed for two hours in Portland. When it finally landed in New Jersey, I nearly missed my connector to LAX. My return trip was an example of what not to do in customer service. The flight took off one hour and 45 minutes late. We arrived in Trenton New Jersey, in time for our connection to Portland, Maine with less than 15 min. to spare - not to worry. The flight to Maine was delayed, at first 30 minutes, then 90 minutes, and we actually sat there and watched the clock run-up the expected delay. The flight that was to take off at 7:34, was now listing a departure time of 9:30, even though it was now 10:45.

The departure time then changed to 12:14. We had been vocal about asking the CSA at the podium if the flight was actually going to occur. He assured us, several times throughout the evening that the flight was going to happen. First, around 10:00 pm, we were told the flight was leaving Washington, DC and had to be cleaned after arrival. Then, about 11:00, we were told the plane had to return to DC for issues but to have no fear, it would be here soon. Next, we were told at approximately 11:30 pm that the plane was outbound, and would be landing in Trenton in approximately 35 minutes. 90 minutes later, we asked the CSA, "Is this flight going to happen?" We were assured it was and that the plane was now 10 min. out.

Eight minutes later, at approximately 12:15 am, the board read CANCELED. Even though Trenton is a major hub, and the planes were at the terminal, we were told our flight would not occur. By the time we left customer service, with our vouchers for a new flight, it was 2:30 am. At first I was told that there would be no flights available until 4:15 the following afternoon. After demanding something better be done, I was placed on a flight that would board at 8:02 am. After collecting my bags, and getting less than 3 hours sleep, I returned to the terminal. At 7:10, the departure time was changed from 8:02 to 8:34.

The CSA at the podium was frantically phone calling someone, and we overheard her say that the pilot was not responding to his page. Eventually, at about 10:15, the pilot showed up and was arguing quite emotionally with someone in an official-looking jacket and badge. We could overhear most of the conversation, and it seems the pilot had been scheduled to fly to Atlanta, but had now been told at the last moment he had to fly to Maine. From here, it just got better. When the plane was finally ready to board, at 11:40 am, I found that I held a ticket for seat 3C, as did another person. They had placed us both in the same seat on the same flight. I had to deboard, and was told that a flight would be found for me, but it may not be today.

At this point, I was quite confrontational and told the officials that this was unacceptable. Things had damned better start getting fixed or there would be an issue that would be settled by my attorney.10 minutes later, with the plane still sitting on the tarmac, I was approached by a CSA who told me that a seat had been found. They had offered a young man a $300 voucher to give up his seat.

I had now been in Trenton for 19 hours LONGER than scheduled. I had been lied to, rudely spoken to, and my needs ignored. United blamed everything from the weather to crew issues to the color of the drapes. Never once did they apologize. Suffice it to say that I will never travel United Airlines again. I have been flying Delta for several years, after several terrible experiences with United, but I was speaking for a non-profit organization, and they were paying for the flight. When I asked if I had a specified airline, I remarked, "No, whatever is cheaper." You get what you pay for. That will not happen again. After this, it is Delta all the way.

All the boards said our flight was on time but when we arrived at the gate, the flight was delayed. The only reason I know this was that I overheard people asking if there was a delay. They never came over the loud-speaker and announced a delay. When our flight was finally ready, we had to change gates. Again, it was never announced there was a gate change although it was directly next to the initial gate. Part of the reason here for no announcement was that the gentleman who was working at our gate check-in had to run over to another flight to help pull the walkway down to another plane for them to unload and was gone for 30 minutes or more. What?

Never in my life have I seen this much disorganization when flying. As we were about to load our flight that was delayed about an hour and a half, there was a girl who came running from a flight abroad, barely catching the flight. I guess she had to go through check-in again since it was an international flight and said that there was still only one person at baggage check-in, the line was crazy, and that THE DOG WAS STILL THERE! Fortunately, we caught our connecting flight in Chicago. The flights weren't bad, a lot of turbulence from Chicago to Denver, but not horrible and we had no problems in Chicago except a slight delay.

But honestly, I will probably never fly United again. I feel that they are significantly under-staffed and it gives me doubts about the professionalism of the entire company. Most flights are usually lower-priced than other airlines but I guess if you have one person doing the job of three, you can afford to cut costs. I just hope there was a pilot AND co-pilot flying my plane.

After arriving at O'Hare Airport, the United Airlines Supervisor (Sarah) was very rude and unaccommodating. All she did was to rebook me a different flight for tomorrow departing from O'Hare to Houston and then from Houston to San Jose. When asked about whether I could get a Hotel stay or Food for accommodation for the United Airlines crew's fault of the delay Flight #4766 causing me to miss my connecting flight, she simply dismissed the issue and that she couldn't do anything. I was left strained wandering around in O'Hare Airport waiting for the next flight tomorrow at 6 am. I have to wait for nearly 10 to 11 hours.

Unbelievable! I found this experience very unpleasant and disturbing. I can't believe this is a publicly traded company. These staffs have no value for their customer at all. I didn't try to throw the white towel as yet. I've made several attempts to call corporate headquarters at 1-800-864-8331 to escalate the complaints. The calls redirect me to Philippines, India, and finally to Detroit. OMG! This is American Company with call centers in other countries. No wonder we don't have jobs. Worst of all, this is just a call center for reservation. All they can do is rebook your flight. Horrible! This is a nightmare. I would never in my life book a flight with United Airlines or even dare to recommend anyone (friends or family members) to fly with this company ever again, period!!!

That evening, I contacted my credit card company to tell them to dispute the $25,600 charge. I waited ten days (May 16) and after checking my credit card statement, I saw that United charged me an additional $800 on May 6th without my consent and without refunding the original $25,600! When I went online to see if my request had been dealt with, I was given an error message and told to call. Yet again, I was in their telephone automated nightmare maze trying to get a hold of an actual human being. Finally when I did, I was told I was too late to talk to refunds (2pm Pacific time), and needed to call at 6am my time to get them first thing in the morning. I told United to call me and gave all my contact information (email, telephone, address, and name). I heard nothing.

Finally, I called Friday, May 17 at 10am, and after an hour was told by LaBreal in refunds that I should know if my request was granted in 72 hours (but, "oh, it's a Friday so wait until Monday, not this coming Monday but the following Monday" which I then told LaBreal that that is a holiday, and I guess I would have to wait until May 28th? When did 72 hours turn into 10 days?). I then asked for compensation for this headache and mess. After another 15 minutes on hold, LaBreal came back from customer service and said there is no compensation unless it is a delayed or cancelled flight.

I am now waiting to still hear from United. Not once have they contacted me. Still, I am left waiting and more and more of my friends, acquaintances, etc. on social media are dropping their United Credit Cards and flights. I feel completely ignored and used by this company and will not stop my campaign for some acknowledgment by United Airlines of their wrong and willingness to compensate me. I am also disputing the $800 charged on the 6th of May and contacting the California State's Attorney General's site to file a complaint. I wonder if this email will jar United to take some action on my behalf?

It was 4am in the morning. The local embassy was not open. I waited until 9. (I already missed my flight by that time.) The embassy told me that they are not able to provide any proof since it's a fact. Guess what, the ground staff still didn't let me fly back to Canada and told me, "The only option you have is to fly to Mexico City and get a proof from the Canadian embassy or fly to Seattle and drive back to Canada." So I ended up not having any choice, but was forced to fly to Seattle, spend $300 and drive back to Canada.

My orthopedic surgeon wrote a letter and needless to say, my refund request was rejected totally. I tried reaching an agent with the International Refund desk, after giving my ticket numbers only to be put into voice-mail 4 times today. Enough is enough! I am calling again but this time, I am going to call FTC and United's corporate office.

I am tired of the consumers suffering from airlines like United's ineptness in hearing the full problem before making a determination, and what happens if there is more to the story that the physician didn't have in his letter submitted? Try getting back with an agent at United - it won't happen! I have even thought of a group of consumers that will collectively contact Dateline or the Today Show with our horrific treatment from United; that would raise awareness.

Help me and other consumers who've been treated badly - what is your story and how can we help one another? Has anyone appealed to the Refund Desk after receiving a letter and been able to receive a medical refund from tickets purchased? I've $2,800 on the line here. It's not cheap and I will not be able to travel in one year as United stated in its letter - in other words, you're disabled by a surgery at the moment, but you could travel later in the year - No, I can't as discovered in my recent surgery; a total knee replacement is not a walk in the park and surgery #5 for me in 18 months from an accident - I know the recovery process and it'll take every bit of a year, if not 15 months for this one.

I want to hear from other passengers that have had somewhat of the same problems with United Airlines! I will never fly United ever again, ever!

This was quite different from the Delta flight we arrived late in Miami on where the flight attendants went above and beyond to let passengers know about their connecting flights and help them get there on time. Needless to say, we missed our connector flight along with many of the flight's passengers. Although we were first told we'd make the connector and then told by the attendant they knew nothing about our connections, there were already new tickets printed for us when we got off the plane but no one could honestly tell us what was going on. This was great that we had a flight but we had nowhere to stay and being that I am pregnant and miserable, I was not going to sleep in the airport.

The United agent gave us an Interrupted Trip Information form which says "live operators" in bold would help us find a room at a discounted rate. We called the number. There was no live operator, just an automated message saying no rooms were available. Next we went to get my bag because it has my medication which I must have in the evening and morning and we were told it could take anywhere from 45 minutes to 2 hours. So there my husband and I, pregnant, sat without my medication and nowhere to sleep and treated with absolutely no empathy.

Finally we got our bag and had to spend money on a taxi to locate a hotel at 11 pm. We finally found one for $300. So not only did we receive no service but we had to spend our money to get a hotel plus miss part of work the next day and lose more money and we have a baby on the way and cannot afford these costs. I am so upset with the service and treatment I received and nothing was done to provide any passengers a place to sleep and no empathy for our situations was given. It is by far the worst customer experience and I believe action should be taken!

Original Review: May 7, 2013

I am writing as a consumer who was severely frustrated and disgusted by United Airlines and its employees regarding procedures and its customer service. I am writing in hopes that something can and will be done and not discarded or disregarded as a disgruntled consumer. Every interaction and feedback is necessary in order for improvement to deliverable and execution - as outlined in the ITIL process. I purchased a flight on March 18th from DFW to MRY on 4/25 and return on 4/29 from MRY to DFW. This was a business trip that included precise timing as it involved an installation of PBX at a customer's site.

Thursday, 4/25, I landed in SFO for the connecting flight (United 5609), but was notified at 5:55PM that the 7:55PM flight to MRY was cancelled (reason: air traffic control). I was told there were no other flights to MRY that night, as all flights were cancelled to MRY. Customer service then placed me on a flight the following morning. I tried to explain I had to be in MRY that night for the implementation of an install. I did not wait until the next morning to catch the connecting flight to MRY.

Sunday, 4/28, the evening of Sunday, I checked the flight schedules using an app, FlightAware, to verify if the return flight (United 5316) from MRY to DFW had been cancelled too. To my surprise, yes, it was cancelled as well. This time, I had no way to get to LAX (as it is more than 4+ hours away). I immediately called United customer service and was informed that the flight had been cancelled for the next morning due to weather. That would have been fine if it were true, but I was in Monterey and it was mid-50's, sunny and no clouds. I was appalled and surprised. I was treated by customer service reps with a "take it or leave it" attitude. I was placed on a return flight in SFO at 10:30AM.

The problem? How to get to SFO and I was supposed to return to work by 2PM that afternoon. The alternative flight arrived at 4:04PM! Again, I tried to explain my scenario, but the agents (even supervisors) did not make any effort to accommodate me. I asked, repeatedly, to at least accommodate me with an upgraded seat or first class or something as both flights to and from MRY were cancelled. I was denied. I was told, "You're just economy." I was disgusted.

What infuriated me the most was when I arrived at SFO (paid a friend to drive me). I was asked by the counter agent, "Why didn't you just catch the other flight that left out of MRY this morning at 6:11AM?" What? I was told the only flight I could catch early was if I left from SFO at 10:30AM! I immediately checked the app, FlightAware, and yes there were 2 other flights that left that morning from MRY to DFW! See attached pics of screenshots. Why didnt any customer service rep call me to make me aware? I paid to be driven to SFO and could have caught a return flight early? I was disgusted. There was no apology from United. The only resemblance of an apology was, "I'm sorry you feel that way." Again, I was disgusted.

I am writing to request a refund (if not whole, then partial) for the unused portion of my flight. I have updated my company, NEC, of the horrible experience that I have had with United Airlines.

What's disappointing? After all this, only a $50 certificate? 2 flights were cancelled, I had to pay for transportation to/from SFO, poor updates, but more importantly, no member of Brass ever responded.

Very frustrating since United vary rarely operates on time. So for the first time, United decides to leave before the stated time of 12:59. A miracle that they could operate quickly this time. So now I'm frustrated. United people seem to not care a bit, which is very common, and booked me on the next flight at 2:28PM on regular seating. I had to mention to them that I already paid for an upgraded seat so then at that time they gave me my upgraded seat. I will no longer fly United for domestic flights. I will go back to Southwest!

United, in error, earmarked our deposit for return, instead of applying it to the cost of our tickets. This would have emptied our bank account if we wanted to pay for the tickets while we waited 30 days for you to return our check. It took three phone calls and two supervisors over two days to fix this issue.

Due to a knee injury/surgery, I requested a bulkhead seat for a passenger. Your airline told me knee injuries aren't "real problems" and therefore unworthy of getting a bulkhead seat without paying for it. The same issue had been resolved on a flight on JetBlue in approximately 3 minutes. United took 3 days, 3 supervisors, and the head of the department before the issue was fixed. Over 12 hours were spent on the phone fixing this issue.

United divided and scattered my students throughout the flight so I had multiple children sitting alone, or seated with passengers between them. I was told nothing could be done because "flights were full." Over 16 hours were spent on the phone with various supervisors. My students were finally seated together on 3 of 4 flights.

We arrived at Logan on April 14 to fly out and discovered that because United decided to split our reservation, 3 passengers could not be found on the flight. It took us close to an hour to check in. Multiple people had to be called over before they could find the three passengers (two of whom are the only chaperones for these children). This same thing happened again on our return flight.

In flight we were yelled at by a flight attendant to stop talking (quietly) to each other because the safety video was showing. In all my years of flying, I have never been told to stop talking because of a safety video. Our flight from Chicago to Huntsville was delayed over 30 minutes on the Tarmac. We were not given any information about this delay. When we asked the flight attendant, she said, "I'm not sure. We just have to wait."

In Birmingham, our return flight was delayed. United did not post any information at the gate, nor did they update our departure time or make an announcement. When we approached the gate agent, she was rude, stating, "Flight hasn't left Chicago," and gave us no other updates until the flight actually had landed after the posted time we were to take off (which had only been posted about 10 minutes earlier). The plane on the flight from Birmingham to Chicago was run down, filthy, and falling apart. The space above the seat where the lights and fans are was falling down. Trash was found shoved between the seats and the window, and dirt could visibly be seen everywhere.

Because of the flight delay, we asked our flight attendant (on flight 5910 from BHM to ORD on April 21st) what time we would be landing. Her response was, "I have absolutely no idea. You'll have to wait for the pilot to make an announcement when we are ready to land." This announcement never came except for when the pilot asked her to prepare for landing.

On our flight from Chicago, my seat and the seat of one of my students were broken. The seat cushion did not attach to the seat itself. I informed the purser on this flight of this. She said, "Sorry to hear that," and disappeared to serve water to the first class passengers. When I called her back 5 minutes later to ask her what I was supposed to do, she said she had been busy with other passengers but had called a mechanic. The mechanic replaced the seat cushion, but this did not fix the problem. When we landed, had my seat belt not been so tight, I would have slid to the floor because the seat cushion was not attached to the seat. My student reported actually slipping off her seat throughout the flight. This is a gross safety violation that I will also be reporting to the FAA.

I am not happy with the customer service I received at Dulles from the ticket counter to customer service itself, nothing but runarounds from both departments. To add insult to injury, the plane I was supposed to fly on to Syracuse was having mechanical problems and nobody would tell us if we were going to fly that night. They kept pushing the fly time back by half hour increments. We did not leave Dulles until 12:30am for a flight that was originally scheduled for 11:00pm. I am not happy with United on the way it handled customer’s concerns. No employee did anything to go the extra distance to help me with my problem.

Anything that was done, I had to ask many times to get it done. Your employees had me running back and forth from the ticket counter to customer service, before I finally demanded that someone help me. This was a very stressful situation that your company put me in. The only reason I made it home was because of the way I demanded positive action from your employees. Nobody went the extra mile on this problem that was caused not by me but from you and your company. I hope somebody calls me to discuss this, and we can come to a fair resolution on the additional cost I had to endure on this trip. Flight Number: 740, Flight Date: 4/5/2013, Approximate Departure Time: 5:00pm.

They seemed oblivious to the fact that they were inconveniencing people. One large black man spent 45 minutes with one couple chatting. The line was 50 people long, chatting was not needed. Because the flight was further delayed due to your inept CAE staff, we missed our connecting flight from Chicago to Denver; which we would have made if the flight would have left on time even with the original delays. For the first time in Chicago, someone did offer my husband a wheelchair. He took it, but had to laugh being that no accommodations had been offered in Columbia during the two+ hours on line. Starr and her group at Chicago (O’Hare) were the only group to ever provide accommodations to my husband. She rescheduled our flights and got us to the next flight on time. Our last flight of the day was Flight 3867 from Denver to Jackson, WY.

The stewardess on this flight was nasty. She seemed to take pleasure in jumping on people in an embarrassing/loud manner. She announced that no beverages would be served due to turbulence. When things quieted down, I asked to use to bathroom. She loudly said she would not allow me to. I was in physical pain (I am missing organs). She then began to serve water to people. I got up to use the bathroom, and she loudly yelled at me to get back in my seat. I fired back, noting that I thought that if she could be up and about I could go. She yelled at me again, saying it would be on me if I got hurt. I said okay; it was that or I crap my pants. This is crazy. She was not subtle, so I was not subtle. I thought this would be the end of bad customer service from your airline, but I was wrong.

Then came the return flight - Flight 4895 from JAC to DEN was delayed over two hours due to mechanical issues. The mechanical issues were discovered by the pilot with us in the plane ready to go. The flight crew were very surly, to say the least. ** from United said all of us would be rescheduled by the time we reached Denver. He lied. We checked for our new schedules as soon as we got off the flight. No changes had been made. We stood in line for two hours there at customer service. No wheelchairs were offered to my husband. And, a woman from United would come from another office to the customer service line and randomly take people to reschedule their flights. I noticed that she never chose people from the front of the line. She would pick people in front of us, and in back of us, and completely ignored the man on crutches standing for two hours. Once again, no accommodations were made for disabilities.

When I finally received our new schedule, I noticed the flight from CAE from Dulles did not have a gate number. Being that we only had an hour to get out of the back of a huge plane and get across a large airport with a man on crutches, I wanted the gate number/letter. The man at the Denver gate for the Washington flight refused to look this up for me. He said it was impossible to look up. The stewardess on the plane looked it up (A2F) and even gave us the schematics of the airport. It’s funny how some people are helpful and others go the opposite extreme. The man in Denver knew why I needed the information, he just did not care. In the end, our luggage got to Columbia a few hours earlier because it was automatically rescheduled, but we were not. Funny what your priorities are! We are going to Seattle this summer. I have already scheduled the whole trip with another airline.

The US Airways Representative said that the ticket had been cancelled in Colorado Springs. However, when I went to the United Customer Service Center, I was told it was US Airways’ fault and I could not receive any compensation. Meanwhile, the flight cost me to miss my business meeting and have a 1200 am arrival. I was fortunate to make it there before the next work day, but the appalling customer service was infuriating and completely worthless. No one accepted responsibility and barely acknowledged there was an issue. Needless to say, I will never be flying United or US Airways ever again, and I travel regularly for work each month. Both companies lost a previously loyal customer today.