United Airlines Reviews

Finally I had it. I told her “I just want to get the hell out of here, would you please just check my tickets.” She then attempted to have the security come and remove me. She told the security that I was cursing at her. She throws my passports and tickets at me, cursing at me. Behind me there were American people coughing without covering up their mouth and Lora ** did not say anything to them. I have no idea what I did to deserve this kind of insult from Lora **.

The most insulting part of this experience was the treatment from United’s staff. They ranged from indifferent to rude. During the announcement after the hour of circling, the flight attendant abruptly announced that we would be met by United’s Customer Service, but they "were making no promises”. Once we landed in LA, we were rudely directed to stand against a wall in single file in the walkway. I was waiting to be told to "turn and spread them" - it was that bad. We were yelled at to not touch our luggage until all pieces were appropriately lined up. Then we had to wait for ground transportation. This took forever, standing out in the cold weather while waiting for a bus.

A staff member mentioned that the bus was delayed in the "check point" entering the airport. When I asked, “Why is there a checkpoint?” I was rudely told, "Because it's an airport." We were finally bused to San Diego at 1:00 am, approximately 8 hours after our scheduled arrival time. I fully understand that unexpected things happen. But typically airlines do their best to ease the pain. Unfortunately, this was not the case with United. Not only were we not offered any sort of vouchers or compensation, they acted like we were lucky to get the beat-up, run-down bus to our destination. Awful customer service.

About 5:30 am the next morning, there was a huge bang on my door. As I opened the door, I noticed my bag thrown onto my steps and the driver speeding off into the sunrise. I opened my bag to get my Rx, needed from my surgery and noticed that my bag had been rummaged through. I had my laptop computer, pain medications and my wedding rings in a black case, and none of that were in my bag. My clothing was tossed about and a few items of clothing were missing also. I immediately called the number on my ticket they gave me at the airport (which directs you to India) and was told to go online and file a pilferage report and fax it in.

I went into my office and did such. I waited till the following day to call and confirm they received my information. I was told they did not, and to give it 24 hours to "get in the system" and someone would be assigned and call me back. Four days later not hearing a word, I decided to call them. To my utter disgust, they said they did not receive my information and gave me another number to call and to fax in - I faxed in 2 more times and filed police reports with SLC Utah - Denver CO, and Newark NJ police, and called back the claims dept. to give them case #s.

As I was talking to someone, they told me once again to wait till that new information gets in the system in 24 hours. Well, 2 days later, I received a generic letter with no return contact information stating that after reviewing my report, they were unable to help me or reimburse me and, "Sorry about your unpleasant experience, here is a $200 voucher good towards another flight." I was so upset, so disgusted and very confused! I called back into the claims center and once again, it was to India which transferred me to someone in USA, and he took 5 min. to pull up info.

I explained that I wanted to speak with someone regarding this letter and he told me sorry, they will not change their minds and mentioned (in a rude tone) that they gave me a voucher. I told him that I didn't want a voucher. I wanted to speak with someone as to an investigation as to find my belongings, find the persons (United employees) who took it upon themselves to indulge into others' personal belongings and take items for themselves! They told me they "did an investigation" and there is nothing they can do to locate, help me or reimburse me for my loss and that a $200 voucher towards a future flight was sufficient enough.

So to sum it all up, they told me to go screw myself and be happy that they gave me voucher to spend more money with them and basically I am just out of luck regarding a laptop computer and my wedding ring. So, they allow United employees to keep working and stealing your personal belongings. So if they are protecting their employees who steal from customers who keep them in business, what rights do we have? None, and therefore I will not be flying United ever again, and I will loudly voice my story to everyone I know, even through media also. So if you ever fly with United, don't let them talk you into checking your carry-on in, because the employees are having a free for all with your stuff, and we are just sol.

I am with a two year old son coming here for the death of my father. This is the second issue we had with United within a couple months (see below). I cannot understand that there are no flights tomorrow to get us to Houston? No other airlines have been investigated to get us home. I do not want another voucher. I want my expenses covered of a hotel because I have to stay two nights in Buffalo due to the incompetence of United. Like I said, my other family members flew home today. What’s the deal United? I threw out all my cosmetics, soap, shampoo, deodorant, baby wash, etc. and baby food because I was flying. Now I’m stuck in a hotel. I paid a $300.00 change fee because my father passed and have to be hassled to provide a death certificate to prove his death for a $200.00 refund.

Honestly, who in their right mind would want to stay in Buffalo, New York longer than they have to? A change fee for what? To have no flight? I was notified of the change while standing at the ticket counter, and the reason was “air traffic”, no mention of weather. I have the emails if you want to see them. Other airlines were flying high; I have proof of this as well (sibling tickets). Update: now the flight out of Chicago is delayed or possibly cancelled due to mechanical problems. Why is this airline so unpredictable? This is absolutely unacceptable. The flight was cancelled on Friday, couldn't fly out to Sunday and get to Chicago and mechanical problems?

The incompetency of your airline has cost us too much money! There was the $300.00 change fee for my father’s death, $240.00 cost of hotel because my Friday flight could not fly until Sunday, and the cost of meals and repurchasing cosmetics that were thrown out. I was notified of the issue on Friday while standing at the ticket counter. Traveling with a 2 year old is not easy when there are so many issues with the service. There were flights going out on Saturday. I called and pretended I was a different customer and they were taking the booking! My family was able to fly out with other airlines.

We just had issues in January! The conf. numbers ** and **. This is the prior issue in January: Norfolk, VA location. We were supposed to fly out at 5:40 am on January 13th. I woke my infant son up at 3:30 am only to arrive at the airport to learn that our flight was canceled. We received no phone call; however, the agent argued that we did and she even verified the correct phone number. If we would have received a call, I most certainly would not have disturbed my son.

The ticket agent was rude and told us that the flight was cancelled because of fog and that the planes have no fog lights. I told her we need to get back to Houston as soon as possible. She stated that we will have to wait until the next day. I asked her if she could set us up on another airline? She said, “No, I am not calling another airline.” They told us not to call them. I then asked to speak to a customer service manager. She walked away (I was thinking that she was getting a manager, no she went to another computer, took another customer and ignored us!). Finally she came back and told us she has a flight around 5 pm, we can take it or wait until the morning. Of course, she gave us no option but to take the flight, so we did. I asked for her name as she did not have a name tag on, and she ignored us again and would not give us her name. She told us she is not feeling well and doesn't want to "deal with this today." She also stated that she works for Continental?

We were stranded at the airport with an infant and no transportation (we turned in our rental car using an after-hours key drop). I called Holiday Inn Express to come pick us up, and checked in at a cost of $99.00 plus tax. Once in the room, I called United and got in touch with a helpful United rep. She was able to get us a flight with US Air, so we checked out of our hotel an hour later and went back to the airport. This cost us a room fee, time and aggravation especially when traveling with an infant. The lady at the ticket counter could have made arrangements for us like the United rep that I called did. United lost our luggage in Buffalo and in Houston. I cannot understand how US Air was able to fly in the fog (same plane) yet United could not.

I work for an international company in the corporate office. I can say that this experience has caused me to question if I will continue to authorize employee travel using United Airlines. Mind you, I do understand that even the best companies have employees with issues; however, what we went through is absolutely unacceptable. I should not have had to pay for a hotel room for an hour. Was I supposed to stay at the airport for 12 hours with an infant? We were supposed to arrive in Houston at 8:30 am; we arrived 12 hours later. I would like a refund and some type of response - confirmation number: **, January 2nd - Houston to Buffalo; January 9th - Buffalo to Norfolk; January 13th - Norfolk to Houston.

It didn't stop there. We were delayed leaving Jackson Hole on 2/23 and were also going to miss our connecting flight with American Airlines to Boston from Chicago (7:10 pm). They told us in Jackson Hole that we were switched to the 10:00 pm flight and that we had reserved seating. We got to Chicago and went to the American Airlines service desk to check in. They had no record of us on the 10 pm flight, or any flight for the next morning and told us to go back to the United Airlines service desk since they couldn't do anything because the flights were booked through United. These service desks are about a 15-minute walk apart since the airport is so large. United tried to get us on a 10:10 am Sunday flight but could only confirm my wife's ticket and told us to go back to the American Airline service desk to confirm the tickets and get a seat since they cannot print boarding passes for AA.

The level of incompetence and lying is absurd. I can understand if we miss a flight due to the weather and we are told that we will have to wait for a later flight, but to be blatantly lied to and say we have seats on a later flight twice in one week only to find out that it is absolutely not true is completely unacceptable. I know that people have a choice in airlines, and I intend to spread the message that United Airlines should not be their choice. It's totally demoralizing and demeaning to lie to a customer about their flight status and that my wife and I were basically left wondering which chair we were going to sleep on in the airport terminal.

P.S. I kept this note as professional as possible so it would not be taken down from the website. To express my true anger, this would have been a profanity-laced tirade about your company. I will advocate until the day I die that no one in their right mind should use your airline. If anything goes wrong, it seems that your customer service representatives do nothing but exacerbate the situation and leave the customers on their own to figure out a way to get home.

Upon learning that we no longer had seats, despite booking months in advance (while some who kept their seats had only just booked), we were told by surly United gate agents to go to the adjacent customer service counter for reassignment to the next flight which was supposedly in one hour. We were the third family in the line for regular customers (which translates to peons in United's eyes) where there was only one agent assisting customers. The agent took over one hour to process just the first family. In all, it took nearly three hours of standing in line. And again, we were third in line. Inconceivably unprofessional service, frankly. Any other business would be scrambling to immediately make more agents available to process half-a-plane's worth of extremely frustrated paying customers.

After three grueling hours standing in line, the earliest flight United could get us was late the next morning. As result, after flight, shuttles and check-in, we didn't arrive at our destination until late, late afternoon the next day, knocking off one of our two-day vacation and one day of priceless time with our friends who traveled from Australia to meet us. Financially, we lost one night's prepaid at the Disney resort we booked and one day of prepaid park tickets adding up to over $1,000. I'd like to report that United's blunders ended there, but they continued to mess up our seat assignments and the honoring of prepaid premium seats for the next day's flight. And what did United feel was adequate compensation? A $60 hotel for the night until our next day's flight and a $150 voucher for our inconvenience. Oh, and a "We appreciate your business and look forward to welcoming you and your family aboard again soon." Somehow, I find that truly difficult to believe.

The gate workers would not respond or acknowledge my husband when he went to ask why we were passed for standby. By not making this flight, we missed the event in which we're traveling for since we have to wait another 3 hours for the next flight. After all this, the only thing United offered was a $10 meal voucher, which did not even cover a meal in the airport! This is by far the worst flight experience I have ever had and will never fly United again (even if I have to pay more). I emailed a complaint a week ago and have yet to hear back. Avoid this airline at all costs!

My son was worried the whole way about the condition and care of his instrument, as he is a senior at the Interlochen Academy of the Arts, and music is the most important thing in his life. He studies and practices his instrument many hours daily. After arriving to Traverse City, the crew dropped his guitar, scratched his case and broke the handle. He was told by the people unloading the luggage that the guitar had been dropped three times. He called me very upset and I instructed him to go to the luggage complaint department at United Airlines.

When he went to complain about the matter, he was told that the case was not scratched or broken and they denied him his request to lodge a complaint. They also spoke sarcastically and remarked, "I hope it's not a Martin guitar." He definitely got the impression that they were making fun of him.

Our family is very upset about this matter. It is unfortunate and insensitive that your luggage crew felt that their poor treatment of his instrument was a laughing matter and that they did this in the first place. Traverse City airport is used by many students from around the world in the music and arts field. They are hardworking, sensitive children and they certainly do not deserve to receive this sort of treatment from your employees. I think that this matter and behavior needs to be evaluated seriously by your company, and I would like to speak to the person who is doing the investigation. In addition, United Airlines is responsible for repairing the scratches and handle of my son's guitar case that was broken by your crew.

My son's name is Joseph ** and he is a serious classical guitar student at Interlochen Arts Academy. His flight number from Chicago to Traverse City was 6110. It departed Chicago O'Hare at 1:43 pm. His flight was rerouted to Greenbay, Wisconsin due to fog and arrived at Traverse City at about 5:45 pm. I would like to speak with someone personally about this incident. I also feel that the United Airlines luggage department at Traverse City needs to develop respect for their customers, even if they are only high school students.

We called United and reserved Economy Plus for the first flight, but we were told to call back in another two hours since the second flight of the trip was still 26 hours ahead. We tried again online to reserve the seats for the second flight and failed again and called again. The seats for the third flight could not be reserved in advance at all since this was a Lufthansa code share flight. The Star Alliance was founded in 1997, during all these years the partner United Airlines and Lufthansa have not been able to align their systems and operations. The new seat reservations could not be found online after changing the seat by phone. We went to the airport and checked in, received information that at least one of the flights was overbooked and got offered $300 for missing Christmas with our family while taking a later flight. We elected not to do that, received the boarding passes for all three flights, including the Lufthansa code share flight.

We got on the first flight, which was on time and went well. Sitting on an exit row seat and finding the window frame stuck with silicon to the door was not very impressing, but at least sealed, I guess. After arrival in Washington, the display was showing that the second flight was scheduled to leave one minute late at 09:51 pm. At 09:55 pm, the crew went on board which made a co-passenger very happy thinking that we might be ready to go soon. I cautioned this person since I've been flying United for 20 years. There was an announcement at 10:01 pm that the flight was delayed since the mechanics were trying to change a pipe. Flight departure was now delayed to 10:40 pm. Arrival was delayed to 12:19 pm the next day. There was an announcement at 10:07 pm that the flight was delayed since the mechanics were still trying to change a pipe. Flight departure was now delayed to 11:00 pm and arrival was delayed to 12:39 pm next day.

There was an announcement at 11:14 pm that the flight was delayed due to the aircraft change. The gate changed too, obviously the mechanic gave up on trying to change the pipe. Flight departure was now delayed to 12:05 am, and arrival was delayed to 01:44pm the next day. I rebooked my overseas connection since it was clear that I would miss the connection. I rebooked via phone since the gate agent was overwhelmed and incapable. The gate agent was kidding people that the aircraft might be able to make up for the delay while in the air. It was ridiculous. There was an announcement at 12:07 am that the flight was still delayed due to aircraft change. Flight departure was now delayed to 12:30 am, arrival delayed to 02:09 pm next day. Then, there was an announcement at 12:30 am that the flight was still delayed due to aircraft change. Flight departure was now delayed to 01:00 am, arrival delayed to 02:39 pm next day.

There was an announcement at 01:12 am that flight was still delayed due to aircraft change. Flight departure was now delayed to 01:30 am, arrival was delayed to 03:09 pm the next day. The gate agent was saying something about fuel not available yet for the aircraft, I hope they have paid their bills. All the different announcements and the different excuses from the gate agent caused quite some laughter, at least United was taking good care for the entertainment of the waiting passengers. I had asked the gate agent for a business upgrade and he answered very arrogantly that our tickets did not qualify for that without answering my question for the cost. Upon my question of a courtesy update due to all the troubles, I was told that United was not doing that. The flight took off at 02:45 am; obviously no one with United in Washington had any ideas how long it would take to replace a failed aircraft. I guess this must have happened the first time, live is a learning curve.

The food served was unbelievably bad and we are not picky, but this was the worst airline food ever received. I did not touch the food, but my wife did and she was spending quite some time in the bathroom afterwards. Also the breakfast yoghurt disappeared and was not available any longer. While on the plane, the video system was frozen, I was asking the flight attendant for a reboot and he was very funny like doing it whenever he will get to it. I requested him to reboot before we got into Frankfurt and his answer was that we might not make it very funny, especially while keeping in mind that the first airplane failed and all cabin lights on this plane had a mind of their own and went on and off. This flight attendant really helped the passenger to feel safe after the experience with the failed airplane, the video problem and the cabin light issues. The system was finally rebooted after asking two more flight attendants. And, yeah, we made it into Frankfurt.

After arrival in Frankfurt, we went to the United counter to complain about this flight delay and were told to do that online. Upon asking for new boarding passes, since our connection flight was gone, we were told to go to Lufthansa since they are the carrier. The Lufthansa flight was on time and trouble-free. After receiving the baggage, we found that the hard-side case was sliced open in two spots. The Lufthansa airport baggage claim center saved the day by providing a new replacement case right away. We arrived after the Christmas Eve celebration at our destination nearly 4 hours late. Thank you, United and Merry Christmas to you and your families.

Flying United Airlines, A Travel Nightmare Satire - Part 2: We reserved the seats again via phone since the online system did not work again, I should have known that, but you never want to lose hope. The Lufthansa check-in was able to provide all boarding passes, also for the United flights. Were things getting better? The flight back to Frankfurt was eventless. The United check-in in Frankfurt was throwing the Lufthansa boarding passes away and was issuing new United boarding passes. Obviously, things were not getting better. The video system on the flight back to Washington was frozen again. Pushing the light for the flight attendant was not working for 30 minutes - nobody cared. After waking up my neighbor, getting up and finding a flight attendant, the system got rebooted.

The food was significantly better compared to the first overseas flight. I still would not pay for something like that in a restaurant. After arrival in Washington, the display was showing that the second flight was delayed by one hour leaving 10:54 pm. We looked up our flight as well as related previous flights online and found out already that there was no way that it would be only one hour delay. I guess that United did not have these capabilities; otherwise they would have provided better information. There was an announcement at 10:30 pm that the flight was rescheduled - no reason. Flight departure was now delayed to 11:09 pm, but still scheduled to arrive in Nashville on time at 10:54 pm. That meant that the flight time was -5 minutes keeping the 1-hour time difference in mind; I was wondering how this works.

There was an announcement at 11:00 pm that the flight was rescheduled - no reason. Flight departure was now delayed to 11:25 pm, but still scheduled to arrive in Nashville on time at 10:54 pm; this meant that the flight time was -31 minutes keeping the 1-hour time difference in mind, I was even more wondering how this works. The flight to Nashville was eventless with the exception that the reading light did not work and the flight arrived at the gate at 12:30 am, 1.5 hours late. We also received our baggage without damage. Yeah, we made it, too bad that there was no more hotel shuttle available and we had to pay for a taxi.

Summary: We've been flying United since a long time and this was the worst experience we ever had, although coming to the conclusion that this is daily business for United passengers. It is amazing that ticket pricing nearly quadrupled in the last 10 years, but any type of service was cut back significantly. All types of administrative task have been dumped onto the passenger to be performed online, which saves the airline money and could be also beneficial and time consuming for the customer if it would work. Airport check-in counters became self check-in and this was sold to the customer as an advantage. I am not so sure; this is definitely no advantage for the United employees who worked these jobs. Baggage was included in the airfare, now passengers have to pay in addition.

The amount and the quality of food went below any standard. Beverage supply got cut back significantly which is not really healthy especially on long flights. Any type of new fees have been introduced on top of the airfare. Seating space got significantly less over the years and now you have to pay in addition for what is called Economy Plus seating and it's providing at least some space. Sitting in standard Economy, especially for taller people on long flights, is not human. Customer service does basically not exist but do not blame United employees. A management that is cutting employee wages and benefits drastically and only cares for its own salaries and shareholder value cannot be expected to do any better.

Customers do not matter anymore. United has the worst delay rate with any airline in the US, internal communication within United does not seem to exist. United has the highest complaint rate in the USA. Doing the math means, cutting costs = higher airfare, nice recipe for profit or with other words; paying more for airfare is providing you with lesser to no service. Long story short, we will find ourselves another airline.

When finally speaking with a representative, I was told that it was canceled due to Hurricane Sandy, which was more than a month ago. Then the representative told me there were no flights tomorrow. I found out that he meant there were no available flights tomorrow, as they were all full. He then told me that he couldn't help me with this and I could go to the airport to handle this. I informed him that it is an hour away and asked if he could put me on any waiting or stand-by list. He then booked me on a flight to La Guardia via Cleveland with a five-hour layover, an hour after my originally scheduled departure time that had supposedly been canceled due to weather. United has ruined Continental.

When I approached other boarding agents about my situation, they were instructed by the same woman that they were not to help me in anyway. I have no idea what I had done to deserve that attitude. Unbelievable was the level of contempt this woman had for me. I then proceeded to the ticket counter across the room and asked another person with an accent (sounded Polish), if they would help me to get a ticket. He agreed and printed up a ticket. Then I had to again go to that same counter with the arrogant condescending woman was at, and once more I was told that the name on the ticket was not spelled correctly and to take the matter up with Egypt Airlines. So once again I was given deliberate misinformation in order to further anger me and cause further stress, in an already stressful situation. Lastly, on the third try, I was able to procure a boarding pass from the gentleman that had tried to help me the first time at the ticket counter. Unfortunately, he and I were made to look like complete fools in public because of this woman that calls herself the supervisor at the boarding counter.

At last the real person in charge came to the counter and tried to expedite the process, so I could board. I thought finally someone that would be able to help me. The only saving grace was from the professional attitude of the guy at the ticket counter and the woman that came along to clarify and speed along the process. Seriously, is she a supervisor? Is it deliberate that she is placed in that position from United, or is it a fluke? What does this say about United UK that a woman with such low moral integrity has towards the plight of others has for which she is supposed to serve? Would she be better suited to working at McDonald’s and learning rudimentary customer service skills, and humility? Maybe she could work at a zoo. This should be a good way to learn compassion. I see no redeeming public relations skills for a woman in her position. These are skills which she needs to master before anyone works at any airline, at, the very least!

If this happened in the United States, I have to believe that she would be told to go in the back room, finish her day, and never return to work. Is she really a supervisor? She should be fired immediately! Since there had to be a rebooking of the flight, I was singled out for special security screening. Thank you very much for that added attention. I am on the FBI’s most wanted list and should have been thrown in jail, or so someone would have thought. I was not only searched once but twice. Not only did it happen in the UK, but once at my original destination, and twice in the United States. It was so wonderful of United to single me out for that extra special treatment. If I had been on the original flight to begin with, I believe I would not have received all that extra unwanted attention. Referring to the flight in which I was so conveniently bumped from by the woman supervisor (I still can’t believe this woman is a supervisor).

Then your company lost my luggage? Flight 832Y did not have my luggage on board. How inept is United? All that is required is to put a piece of luggage on the plane. Anybody could do this. It’s not rocket science. What kind of people do you have working over there? I seriously wonder if incompetence is part of the business model. Pay your workers the cheapest wage or salary possible, give them a basic, rudimentary training course and send them on their way. If someone makes a mistake, it’s no problem. Just send off a few “I’m sorries” and hope everything will be okay. After all, customer satisfaction does not play a part in the United business model. By writing this complaint, I am not expecting anything. There is no amount of money or apologies that could ever make amends. So in the future, I will never fly the unfriendly skies of United ever again. In addition, I will never use Heathrow as a layover at any time. There are many other more pleasant options out there for any traveler to choose from.

Sincerely, United at Heathrow totally sucks. United sucks, Heathrow sucks, but the two together totally suck big time. To use the British expression “Bugger off”, and “kiss my **”, I am done with the both of them. I give them only one star, only because I have to. No one should have to pay for the aggravation, humiliation and the disgrace I went through. They should have to pay me for this inconvenience and give me a star or two!

Since then, I had a funny feeling that things were gonna go wrong. When we got to the airport, the check-in counters were all automated, no agent at the counter. When we checked in for our flight, we received our boarding passes for the flights from our origin (LAX) to SF, and then from SF to Hawaii. Seat assignments were changed on both flights. My husband was separated from my daughter and I on the first flight, and then we were all separated on the 2nd flight, meaning that my 4-year old daughter would be sitting alone! Who does that? They knew we were traveling with a small child. The computer asked us when we checked in. We talked to an agent at the gate and they were able to seat us together on the first flight. For the 2nd flight, however, we were told that we were pretty much on our own to find someone to switch seats with on the 2nd flight. So, we flew out of LAX in the hopes that we can switch with someone when we got to SF.

Well, when we got to SF we were on the runway for 30 minutes. Mind you, our layover until the next flight was 45 minutes. So when we finally got out of the plane, it was 15 minutes left before final boarding to Hawaii. The worst part, our gate was all the way on the other side of the terminal. So here we are running to our gate with only 15 minutes to spare, and no time to try to switch with someone. Luckily, my brother and sister were with us on the flight and were seated next to each other, so my daughter and I were able to switch seats with them. My husband was able to switch with the gentleman sitting next to us. So after playing musical chairs, we finally got to sit next to each other.

I have never experienced anything like this. Traveling has usually been pretty easy for me. But this was a nightmare. I will never, ever fly United again. I'll pay the extra money to fly with a better airline.

This was not the only reason which made the flight miserable. We found out the plane was smaller than the one we took when we flew in. Our seats were separated. UA did not inform us about the change - not through the email, not by the front desk when we checked in our baggage. Sarcastically, the broadcasting system on the airplane bragged about the new customer communication system. What a joke! The captain informed us the plane was being repaired and there was a 50%-80% chance that we had to get on another plane which was being arranged. Again, no apology was offered. The captain himself and flight attendants also suffered the delay. It was customers' fault to fly with UA! We ended up with another plane. The total delay was 3 hours. I saw another plane to London was delayed for 4 hours probably for the same reason.

We were at the airport 2.5 hours before the scheduled time, early enough to take an earlier flight. However, UA would charge us $75 each. We did not take it. Shouldn't UA compensate us $75 each for a 3-hour delay, just to be fair? I'm thinking of writing a song "UA made me stand up for two and half hour" and put it on YouTube. Remember the song "UA broke my guitar?" If you are interested in writing the song for me, I would be very appreciative.

However, the plane used on this flight was a relatively small plane with small overhead lockers where my helmet did not fit in. As it also did not fit underneath the chair in front of me, I decided to keep it in my lap. At the last minute, one of the stewardesses decided this was not allowed and she insisted the helmet be put in the luggage hold. I told her I’d rather wear it during the flight than just put it unguarded in the hold, but that was no option to her and she insisted I handed over the helmet, which unfortunately was the only option open to me.

Upon arrival in Atlanta, the helmet seemed to have disappeared and it took intervention of the pilot to finally retrieve it from the hold where it was found after most of the luggage was unloaded. Worse, it seemed to have been pretty mistreated - it was missing several parts and having many scratches, some of which seem quite serious. There are also remainders of some sort of glue on the outer, which makes me worried about the chemical impact that has on the helmet. Because of that, it is questionable what the usability of the helmet in the current state is since the sun visor is beyond usage and it seems highly probably that the inner shell got damaged because of the maltreatment in the hold.

I went to the United Airlines office to file a damage claim, but they denied any responsibility stating that damage to a helmet that goes into the hold unprotected is not their problem. The fact that it was placed there on demand of their own staff did not seem to matter to them. Since then I have been trying to get compensation from UA, but to no avail. I have heard nothing but bad excuses and responsibility-avoiding behavior. It seems very much that UA will do everything to not have to treat their customers well, even though they created the problems for those customers.

I cannot say the flight was bad, but I will say that United Airlines is an airline you should avoid! They insist on damaging your luggage and when that is done, they refuse to help in any way. Be careful with United Airlines! If for whatever reason you want more information about this case, please do let me know via **. The whole story, including pictures, is available for everybody who wants to see how bad United Airlines treats their customers!

We decided to take the latter option, and I wish that we had not. The flight leaving IL to LAX was supposed to leave at 7.24 PM, but did not leave until 8.00 PM (the connecting flight was supposed to leave at 10.30 PM West Coast Time). We got to LAX at 9.50 PM. We were on the ground but we were stuck there for 45 minutes because United could not find a gate for that flight. As soon as we left the flight, a United agent told us to follow him to Qantas because they were able to make a reservation for us there. We followed the agent (my wife, my 3 year old and myself plus 11 other people), and took a shuttle to the QANTAS terminal, only to be told that QANTAS has refused to accept us and we needed to go back to United. United couldn't do anything and put us up for the night.

The next day, they gave us a partial compensation for our troubles and then promised all day and night, even at our terminal, that our bags would be with us on that flight. As we were boarding the flight, I asked the United agent about our bags. He assured me that the bags were going to be on the same plane that we were on, which was the first lie.

We arrived at Sydney airport on Monday 9/10/2012, one day later than when we were supposed to, but it was no big deal. We went to collect our bags and guess what? They were not there. We went to the counter to report that our bags were missing. I was very angry and tired. I spoke with a Menzies Aviation rep, who told me that United already new ahead of time that those bags were not going to be on the plane with us, and that they just wanted us to leave the US happy because ultimately, United would not have to deal with us, but he would!

We took out last flight to Adelaide with no bags. We tried contacting United in Australia to follow up on the bags, but we could never get a hold of anyone. All we got was a recorded message to leave contact details and somebody will contact us, but we never got a phone call from anyone. We started calling United Baggage Claims in the US but all we got are more lies. On Monday, we were told that they found one of our 3 bags and we should get it by Tuesday, which was another lie. On Tuesday, we were told that they found all 3 bags and we should be getting them by Wednesday, another lie. That was Thursday morning and we were told that we should get all three bags that day, but I cannot trust United especially when they told me that it was Qantas' responsibility to compensate us for any items we bought while we were waiting for our bags. This was another lie because we had nothing to do with Qantas (report number **). Also, there we many other lies dealing with this case where I was told that a supervisor from baggage claims would contact us but that never happened. I am so disappointed with United and I will never, ever fly United again, inside or outside the USA.

Finally, we ended up getting all 3 bags in full by Saturday, 9/15/2012. Our entire trip to Australia was 2 and half weeks. We wasted the entire first week either buying stuff or waiting for our bags. We were planning to travel back to Sydney to see relatives but we were not able to do so because we were waiting for our bags.

16/09/2012 Washington (IAD) s 22:09 So Paulo (GRU) s 8:35 UA861

It all started on Sept. 10th, 2012 when my wife and I were informed at Guarulhos check in counter that our Sao Paulo-Washington (UA 860) Flight had two hours delay and we would lose our connection to La Guardia NYC. Therefore, they've booked in a different connection using Delta Airlines. Surprisingly, already having a 2 hours delay, the plane took off with an extra one hour delay, totaling three hours waiting at the airport. Obviously, when we arrived in Washington, we've lost the newly booked connection. When trying to rebook the connection with your customer service, an unskilled and non-educated lady booked us in another Delta flight, four hours from our arrival and now bonded to JFK.

None of my requests or demand for different options were attended. "There is nothing I can do, sir" was always the answer. It was clear that she was having problems operating the United/Continental reservation system and she was constantly on the phone calling for help doing the screen commands. We moved on and four hours late, at the Delta gate we came to find out that your customer service had not booked us on that flight! Obviously, she made a mistake and forgot to run something on the system! There were no ** Ricardo and Karla on any reservation. With only 10 minutes left for departure, we literally run to Dulles terminal A, from gate A74 to gate 3 to find a United customer representative, to fix the ticket, which she did in terrible mood.

After running back to Delta, I've found out that only one ticket was fixed. My wife was not in the plane. After begging to get in and thanks to the courtesy of Delta, they've let us in and we've arrived at JFK airport. This story was already a reason to regret flying United but the return to Brazil after a week in New York was even worse. On Sept. 16th, we had a La Guardia-Washington connection at 17:00 and then a 21:00 Washington-Sao Paulo flight:

16/09/2012 Washington (IAD) s 22:09 So Paulo (GRU) s 8:35 UA861

Based on our previous experience, we've tried to get an early flight by getting to the Airport early. There were two available sets and we will happily pay the $75 extra per seat, but the men took too long to do it on the system, and the ticket was gone. Again, a clear display of how your staff is poorly trained on United/Continental reservation system. Therefore, we were board to the original UA flight. Guess what happened? Due to a leakage problem, we were asked to off board prior to take off. No information whatsoever. There were 14 of us. How will we board to the Washington-Sao Paulo flight and after many requests, people at the gate started to be rebooked to other flight. For us, they've found a next day early flight, going from to JFK to So Paulo (TAM flight), which suited us. But after two hours, all of sudden they've informed us that the problem was fixed and we all must go to Washington.

Indeed, concerned about losing the connection, myself, my wife and the other 14 people on the same situation asked the customer service at the gate that, guaranteed that they've talked to their colleagues at Washington Dulles and they will hold the plane until 14 of us get there, which calmed us down. But it was a lie! When getting to Washington and rushing to the gate, we found out that it was closed and the plane had taken off! United lied to us! At 11:30 pm, there were 14 people locked in Washington. Of course, all of us were angry and astonished at how you could lie to us. If we knew, would it be much better to stay in NYC and get the other day flight?

I've asked to talk to the service director, Mrs. Lourdes **, who (besides being arrogant, cold, rude and non-sympathetic again) also didn't know how to operate the system and give us flight options, to none of the 14! Even a crazy, flight Denver-Houston-Panama Sao Paulo option was given. After one hour, we were rebooked (now in two separate reservations for the next day, Washington Houston-Sao Paulo). I had to retrieve the bags, that took another 1.5 hours, received hotel and $30 voucher for each and arrived at the hotel at 2 am.

On the next day, we got to the airport early, and surprisingly we've lost our economy plus seats and worse than that, I had a seat on the flight Washington-Houston, but my wife didn't. Because your service director did it wrong in the system again! Of course, they couldn't fix it at premier check in. "Sorry sir, nothing I can do," again and told us they will fix at the gate. Obviously, when getting at the gate, we found out that United oversold the tickets and there were 8 people on waiting list and one of them was my wife.

While my wife was crying, I was holding myself and trying to get the last drop of patience. I've literally begged to have my wife on the flight once we couldn't lose the Houston-Sao Paulo connection at all! I need to be at work! The lady again having issues with the system, offered for volunteers and she got some, but she couldn't put that into the system. Luckily, at the last minute someone fixed the system and we board to Houston, after someone gave up her seat, thank God.

Finally in Houston, we were very well treated by Mr. Rafael, your service director at Houston. He is the only well trained professional that I've met since we've boarded. A week later, I've boarded to Germany in a Lufthansa flight and everything was perfect. Maybe this letter won't change anything, but you should check your system, your training and mostly your people if you want to walk the talk as you do in your advertising.

Please! Give me a break! Also, the people at gate 32 were the rudest individuals I have ever met. When I told them no one was informed of the change, I was informed, "Not my job.” Then when I went to your information staff about the problem, I was told, "Go to gate 32-b and talk to them - not our problem.” Guess what?! I am not going to take this airline again - ever!

My passenger right to move about the cabin and safely get in and out of my seat was violated. I could not use rest room facilities. I have specific medical needs that were not addressed. According to my needs, United should have had me in an aisle seat or bulk row, without charge. Instead, I paid for such a seat and this airline failed to deliver - on several of my flights. Jeff Smisek's corporate staff does not comprehend the problem. Their complaint system is inadequate. Their seat reservation system is inadequate. On my second flight, United failed to have a seat for me at all. They changed planes, and therefore there was no row with seat seven A. The United employee, as I attempted to get my seat, told me my seat was replaced by the toilet. I find being told my seat is the toilet, as a Premium upgrade seat, is unacceptable. After a long international flight, I expect the airline to have a seat on a connecting flight.

The airline is complacent, at best, definitely incompetent. And it has zero systems in place to address known issues. The airline had the same seat failure in July 2012. Paid for Upgraded seats were not honored as the airline changed planes. The airline does not notify clients, either. They say stuff happens, and have zero systems to address or fix. Surprise! On an international flight, you don't have a seat or do not have the seat you booked, and they do not care and fail to see this as a failure or service issue. The CEO just complains the frequent flier clients expect too much. No, you intelligent creature, I paid for a seat upgrade. You did not give me an upgrade. I paid for a seat and you simply canceled my seat, changed planes and sold my seat again.

You did this repeatedly and this is fraud. You sold seat upgrades you never intended to honor. You then made passengers re-buy seats they already paid for and lied and said you were issuing a credit. Inept, incompetent, uncaring, untrained, clueless, complacent are words to describe you and the corporate staff. It is the safety issue and fraud that most concern me.

As I was proceeding to security, I was told at that time it was not a flight but a bus. I normally leave from Houston to FLL (I live in FLA) due to back issues. I could not sit for the 2.5 hours to the airport so I opted to pay the extra $150 to fly to Houston. Since I had a connecting flight from Houston to FLL, I did not have a choice but to board the bus. As we were boarding, the customer coming off indicated that the air was broken. This information never came from the bus driver. During the 2-hour drive to Houston, we were never apologized to for no air. We were not offered water nor were we asked if we needed to stop to get water since it was 98 degrees outside.

When I arrived to Houston and spoke with the manager at Intercontinental for United, he told me he could only give me a $10 voucher for water and he could not do anything else. I would need to send Customer Care an email. I did send one before my flight, I received a number. I called one week later to follow up as I still had not received any indication from anyone. I got a CSR supervisor, after arguing with the rep to give me a supervisor, to be told it would take him all day to reach Customer Care and he promised I would hear from him that day. That didn't happen.

One week after that follow up phone call, on 9/16, I called United again to receive someone who does not understand English and transferred me to a CSR in India. That CSR called Customer Care and they told him they were still working on August complaints and do not have time to speak to me. I was on hold at this point 40 min. He then transferred me to a supervisor again in India who told me the 800 number for Customer Care, that she cannot do anything. I am currently on hold with Customer Care. I was told that my hold time would be approx. 15 to 20 min. It has been 30.

How is any of this acceptable? Is business so good they feel they do not need to answer customer complaints? Bad, bad United.

Edmonton San Francisco - I arrived at Edmonton Airport and checked in 3 hours prior to my flight to San Francisco. One hour before my fight departed, a delay was announced so I then proceeded to the Service Desk as I was concerned about my connecting flight from San Francisco to Los Angeles as there was only 40 minutes to board this flight on arrival in San Francisco. I was advised not to panic as there were three other flights with availability from San Francisco that would allow me to board my Los Angeles-Melbourne flight on time. There was then an additional announcement that UA6265 was further delayed. At this stage, I was called to the service desk and advised I had been booked on the 20:15 flight UA1267 from San Francisco-Los Angeles as I would no longer make my original flight. I expressed concern that this new flight would not allow me to reach my LA-Melbourne flight on time. I also questioned why I could not be booked on an earlier flight than 20:15. I was abruptly told that there was nothing to be concerned about and to pick up my boarding pass in San Francisco.

San Francisco-Los Angeles - On arrival to San Francisco, I proceeded to the check-in desk to pick up my new boarding pass. I was informed here that I was in fact not booked on the 20:15 UA1267 flight and it was fully booked. The lady at the desk then told me that she could get me on the 19:15 flight but it was leaving in 15 minutes and to hurry to Gate 88. I then speedily proceeded to customs and presented my boarding pass that was given to me in San Francisco. The customs officer informed me the pass was for a flight that had departed two hours previous and I could not be allowed through for security reasons. I then rushed back to a desk to explain my situation and was advised here that I actually was booked on the 20:15 UA1267 flight. I questioned why I was given incorrect information and forced to run around the airport for no apparent reason. I was given no explanation. I then received a new boarding pass and proceeded to the gate.

Five minutes before boarding the 20:15 flight, a delay was announced. At this stage, I panicked as I was unsure if I would make my 22:17 flight from Los Angeles-Melbourne. I went to the service desk and was reassured that the flight would still make it on time and my seat was changed to the front of the plane so I could exit as fast as possible on arrival to Los Angeles. There was a further delay announced. I knew at this point in time I would no longer make my flight home to Melbourne. I was extremely emotional and upset, not only on hearing this, but from the events I was avoidably put through by United Airlines throughout the day. A baggage handler recognized how upset I was and sympathized with me. He approached me and explained that a passenger must travel with their luggage at all times so if my bag could be located and removed from the plane, I could possibly be re-routed from San Francisco-Melbourne that night. He very kindly tried to locate my bag on the plane but to no avail. His generosity was the only positive part of an otherwise disastrous day. With one minute remaining, I boarded flight UA1267.

Los Angeles-Melbourne - Once I reached Los Angeles, my flight to Melbourne had already departed. I proceeded to the Service Desk amongst many other stranded, unsatisfied United Airlines customers. On queuing for one hour, I was informed the next available flight to Melbourne was not until 22:17 the next day. The time was now 12am. The lady at the desk told me I was strangely booked on a flight back to San Francisco the next day but this would not allow me to reach Melbourne any sooner. This additional United Airlines mishap was cancelled. To my utter dismay, I was then told that there were no hotels available due to a large conference in LA but we would be given food and blankets. This was undoubtedly an unsatisfactory alternative to a hotel but there was no other option. I asked the same lady if it was okay to go outside, downstairs, for some fresh air. She advised I would not be able to come back up through customs, but I would still be able to retain food and blankets downstairs from their other Service Desk as there were many other stranded passengers downstairs.

Thirty minutes later, I attempted to get food and blankets but was told they were not available downstairs. Customer service then told me to go to the first floor and wait at the desk. One hour passed and no one came to the customer service desk and no staff approached me. I eventually returned downstairs to be told everyone had gone home for the night but a supervisor would be there at 4am if I wanted to complain. At this stage, I would like to raise the fact that I had not eaten the entire day due to all the events and had no American dollars as I expected to be en route to Melbourne at this time. None of the vending machines accepted credit cards. At 2am, I attempted to get some rest on the floor underneath a payphone as there were no seats available. I was awakened at 4am by airport staff informing me they were opening for business and it looked bad if I was asleep on the floor.

I decided to look for the supervisor. I queued at a desk and was told there was no supervisor on duty at the moment. As you can imagine, I was utterly exhausted at this stage, not to mention starving, freezing and in excruciating pain with my already existing back problems. Leaving the desk, I was suddenly approached by a lady who identified herself as a supervisor for United Airlines. (Another display of the complete lack of communication between your airline staff.) This lady sympathized with me and apologized on behalf of United Airlines for what I was put through. She then gave me two $10 vouchers so I could finally get something to eat. The supervisor also strongly recommended that I write a complaint about the treatment I had received throughout the two days.

I eventually boarded my 22:17 flight to Melbourne, which was of course delayed by 40 minutes. It was only then I discovered that the flight was actually flying to Sydney and then departing from Sydney to Melbourne. I was too traumatized to question this new issue. At least, I would be in Australia. I would like to compliment the flight attendants on this flight as they had heard about the lady traveling from Canada and approached me with sympathetic words which provided some comfort. I was again strongly advised to complain once I arrived home. Eventually, I reached Melbourne after 60 hours of traveling, 5 hours sleep, 2 meals and one day of work missed. I have contacted United Airlines and received information that they are not responsible for delays and accept no responsibility. However, if they actually read the complaint correctly, I was complaining about the horrendous customer service, not the flight delay!

I emailed United right away when I got home everyday for like six days. Finally, I called another number and reached someone and the customer relations department. She apologized for their actions but also told me that she has no control over the steward's actions or behavior. I was offered a United care package! I wasn't able to talk to anyone else. She said this was it.

I am so embarrassed. I never want to fly United again, and I'm going to call an attorney and maybe even the media. And let's see what they think about the whole situation. I wasn't offered a refund for even half of the cost, a discount, the name of the steward, or anyone else I can talk to regarding this horrible issue. I feel that is discrimination. I am not only Hispanic; I'm mixed. And they embarrassed me to the fullest!

As you can imagine that a foreigner who took his first trip to America with her family at around 5:30 in the morning would be very frustrated and upset when they get this news. At this moment, the first lady left the desk and the second assistant came, who is a black lady. She pushed us to leave the desk as soon as possible and said her colleague, the first assistant, told her that everything was done for us and refused to print out an updated itinerary for me. My friend, who was helping me for communication, and I insisted that I should have a printed itinerary, but apparently she was very uncommunicative and tried to move my friend from the desk by asking help from the police when my friend was trying to get her information. My friend left the desk and I was quite angry about what she has done. Under my strong request, she finally printed out the update itinerary from me. For sure I was not happy about their unprofessional job and she told me that I could complain to the police officer who was already started talking with my friend. Later, I found out that she lied on me. A police will never take care of my complaints as a passenger.

I explained about the situation to the police officer and asked them to file a report of why they have been called, but they refused and told me the only way is to file complaint in the UA website and take calls. I am not happy with the two assistants. First, the two assistants did not do a professional job who informed me the new itinerary. They are unskilled and untrained. Second, without any apologies for the troubles they brought to me and any reimbursement of my extra expenses for one day more in US, they used police to move us from the desk before finishing their job. The duty of the police is to protect the safety of passengers, but not to protect them from their mistakes. Thirdly, the second black lady lied on me, a foreigner, to complain to the police officer. She did not even inform me the right way for taking my complaint. I really hope that United Airlines could give me a fair answer for the unfair treatment I received.

Simultaneously, Karen appears in the aisle across and loudly took off in an incessant embarrassing argument stating repeatedly that it was only sugar, that I was being unreasonable, that everything is annoying me, that her disabled son would accept everything with a smile even if she dropped sugar in his cup. She went on to repeating this to several fellow passengers, and then again to my husband across the aisle who returned to his seat from the restroom later. This was the most unexpected, rude, and uncalled for behavior. I am truly appalled that this is the level of service in their so-called business first class! To top it all, this was a long 14-hour flight where we had been told 30 minutes before departure that the audio in one of the four seats was working. We reported this incident in a post-flight survey sent by United and it has been several weeks without even an acknowledgement, leave alone apology.

All I wanted to know was what flight left San Antonio to Chicago. I was just trying to piece together what happened. The “so called” supervisor was raising her voice, threatening that she would disconnect the call and making assumptions instead of trying to help me. My son was stuck at an airport and would have to wait 24 hours to get out of there. In addition, there are two other flights that were available but they gave him the latest flight out of there.

I later called to make sure he was on the flight from Chicago and the young man was very nice and assured me that my son was on the plane to Seattle. He also read that there were notes from that supervisor saying that I was calling and was trying to get information on a passenger not to release any information to me. I found that very rude and disheartening. My son ended up in Chicago! And all I was doing was trying to figure out how this all happened and I needed to know that he was safe. This was very time consuming and emotional for my son and myself. I will not do business with United ever again. I was no different than any parent would be and United’s Customer Service made the stress level higher with the rudeness and incompetency.

The 6 o'clock flight was already oversold and we could not get on, but there were 2 seats left on the 9:05 flight to Appleton, WI, another 60 miles away. The employee did make a special call to the baggage department to make sure the bags would change flights with us and we were assured that with 5 hours, that change would be made. There was no offer of even a cup of coffee for our troubles and United employees were not the least bit apologetic for their mess. I certainly don't want to fly with mechanical problems. However, it certainly could have been handled a little more efficiently and with some compassion. The gentlemen at the gate became angry at a frustrated mother with 2 small children when she asked where she should go for help. At this time, I called to change my rental car reservations as I could no longer fly into CWA and that incurred a $100 additional cost to me.

We arrived in Appleton at 10:00PM exhausted and with now a 90-mile drive ahead of us instead of 30. We went to get our luggage and it was nowhere to be found. Finally, it was found in CWA. Funny how the luggage always gets to the destination even when you can't. We were getting very frustrated and had a funeral in the morning, all of our clothes were in the suitcase. We were promised we would have it by 9AM the next morning. A call was made and we were reassured it would be there. We arrived in Wisconsin Rapids at our motel and informed them that baggage would be coming.

The next morning, we waited until after 9 and no bag. We called United and were told it was on its way and they had 8 hours to deliver it from the time it arrived. I reminded him that it arrived at 6PM the night before and this was 9AM in the morning? 10:30 and still no bag. I called again and was told it would be here shortly. 11 and nothing. I called and was told that it was with the driver and he would deliver it ASAP. Needless to say, we went (very embarrassed) to a funeral in our flight clothes. The suitcase was delivered about 1:30PM. Thank you United!

Now for our return trip. I do have access to a computer when I am traveling, but you do have my phone number. We arrived at CWA for our return trip to find that because of a glitch in your (United) system as your employees call it, our reservations, confirmed reservation, had been inadvertently knocked out of your system and we no longer had seats. What! Confirmed means confirmed! There were no seats as the plane had again been way oversold. We explained our horrible experience with United and after about 35 minutes, he did get us on to Chicago, but then booked us on American to Dallas and said that United couldn't help us anymore as they were booked full. Yes and I had confirmed seats that I could not use because of a glitch!

We arrived in Chicago at 9:00 and should have turned right around and been in Omaha by 11:21. But instead and because of your glitch, we were stranded (again) until 2:30, then had go farther away to Dallas and wait there until 6:15, putting us home at around 9 and not 11AM as promised by my confirmed reservations. We still have a 3-hour drive from Omaha to home and that put us home at about 12:20AM. Another 3-hour flight took United (8AM to 9) 11 hours. I don't know, but I paid $1,500 for confirmed reservations and tickets and I did not receive what I paid for.

Not that anyone cares but we both lost our parents this year with cancer and we needed to be home Friday night for our cancer walk. I know that is not a big thing for you, but for us, it was very important and between that and having to go to a funeral in dirty clothes, wasting 1 whole day at airports and rerouting and just the general disorganization for the whole trip, we feel United owes us a refund of some kind. We contracted for a service that was not received and a day that we cannot get back. I have your customer commitment in front of me and you broke at least 2, 3, 8, 10, 11, if not more. I will give ample time for response, but this is not going away.

I took another 57-minute wait in line, during which time I finally found out from a fellow passenger that a number of flights were cancelled going to Chicago. Another passenger told me this. While I was all the time waiting in line trying to get checked in and getting through security, never did any of the United employees ever offer any information or advice or even attempt to communicate to me or any of the other passengers that our flights had been cancelled and that we would need to reschedule. When I finally got up to the counter, I inquired why my ticket was for the 12th and not today. They had apparently automatically re-booked me for two days later and never said a word to me. They never offered a refund, never offered a discount, and never even asked me if the rescheduled flight was acceptable to me. They just did it.

When I finally got up to the ticket agent the second time and attempted to get a different flight yet that night, he was nothing short of rude and unhelpful. He was very uncommunicative and did not offer any help whatsoever. He simply stated take it or leave it. When I asked if they could arrange with another airline to assist with my travel arrangements, he simply said that if it were mechanical problems, they possibly could but that because it's of weather conditions, they don't do that - "Tough luck." Because I had a connecting flight in Chicago with American Airlines, I asked if he could check with them and see if they had anything that could get me out faster. He said that I should contact them but that he would not be able to help me with that. When I asked about a refund, he said that I would have to file online for that but that I would have to let him know immediately if I wanted the flight on the 12th or not.

My real frustration in this whole mess is that the customer assistance was by no means customer assistance. There was at least a dozen counters that could have been opened up to assist customers, and yet, there were only two agents behind the whole counter with at least 300 people and more lining up to get flight assistance. United is a joke. Their employees are unskilled and untrained, and the message that United sent to me and all those other passengers is that they clearly do not care about service or their customers. It is all about money. If I were to change my reservation for any reason, I would suffer a minimum $100.00 penalty. At no time did I or do I hear an offer to give me a rebate on their schedule change nor was I ever asked if perhaps I would like to get a hotel room to accommodate at least one night.

I failed to mention that their newly rescheduled flight for me is supposed to leave at 6:50 AM, which means I need to leave home by at least 3:00 AM in order to get to the airport as they request an hour before the flight. If this flight is delayed or cancelled for any reason, I will never fly United again. If I experience any rude, inconsiderate, unfriendly, unhelpful, airline employee on this trip, I will be filing another complaint and will demand a full reimbursement for my trip. I will never fly United or American ever again. I also have a number of family and friends who fly quite extensively, and I have recommended that they never use United or American.

Our return flight from Turkey was supposed to depart on Tuesday, August 7, 2012 at 1:55PM on flight UA905. This flight was cancelled and they re-booked a flight for us on Wednesday, August 8, 2012 to be departing at 6:00AM on flight UA1762. I am a CPA and my husband, my sister and brother-in-law are all physicians. Each one of our busy work schedules had to be rearranged, not to mention all the patient appointments that had to be cancelled. When our original flight was booked, we had requested vegetarian meals for all twelve of us as we do not eat any type of meat or fish per our religion. On our flight to Turkey, we were given the meals. However, on our trip back from Turkey to Newark, the head steward mentioned on the overhead speaker the meal choices and at that time, mentioned that there were a very limited number of vegetarian meals available, only 12 were available on that flight.

At the time, I spoke to one of the stewardesses to make sure that there were meals available for us and she, at that time, told us that we never made the meal preference so they could not save those meals for us. I proceeded to explain to her that there was some mistake, the flight to Turkey gave us the meals and probably when they re-booked us, they forgot to make the meal preference to us. At that time, she began to speak very rudely to me and said that we cannot be accommodated and they would not save the meals for us. As the meals were being handed out, since we were near the front, we could see what was given thus far. The four elderly parents in our group were seated ahead of us so they requested the veggie meals and they were accommodated. But when she reached my family and my sister's family, she said that they did not have any more veggie meals.

My sister then asked her if all twelve were handed out and the stewardess just said that there were no more meals for us in a very rude manner. I had four young children with me who were very hungry and she would not serve us a veggie meal when we knew that all the meals were not handed out. Knowing that this was a ten and a half hour flight, I was very concerned for my children. I told the stewardess that she was being very rude and my family and I did not deserve to be treated that way. When I asked her name, another stewardess came from behind and said that we could not know their names and that I was behaving in a threatening manner, that she would have me arrested once the plane landed.

The stewardess who threatened to have me arrested also turned to the rest of the staff, started to laugh, pointed at me and said "I think someone may have forgotten to take her medicine today." I do not take nor have I ever taken any type of medication for mental health and I am deeply offended by the joke they were making of me. This made me very upset and as I began to argue with her, the head steward appeared and began to talk to my husband. My husband explained the situation and the steward said that he would see what he could do for us. Shortly after, he was able to arrange the vegetarian meals for us even though the other stewardess said that there were none available.

After this incident, later on board the flight, all passengers were given ice cream but the stewardess just bypassed us and we had to go towards the back of the plane and request some ice cream. She also refused to take my children's trash as they came by. I went towards the back of the plane to give them our trays and trash. It seems to me that as a passenger, we have no rights and are at the mercy of the on-board staff. We have flown with so many airlines and have never been treated in this manner. My family and I are all professionals. We always act with professionalism and only ask that we are respected as customers should be.

The agent at Gate 16 ignored the line and refused to speak to customers who did not have a connection in Houston, until she rebooked everybody with connecting flights. I tried to argue the unfairness of her action but she did not listen to me. There I was, the second person in the line, suddenly, pushed all the way to the back of the line. I also tried to change my flight through United mobile app, but the system did not allow me to do so. So, I sat and waited in the lounge 45 minutes. It was 2:45 but technicians were still working on the plane, so there was another 2 hours and 30 minutes delay.

So, I knew that flight was not going to make it to Houston. There were only 2 more flights to Houston, and I knew the seats were limited. Because the gate agents refused to assist me regarding my flight until all the passengers with connecting flights were rebooked - which I find extreme nonsense and discriminating - I walked back to the ticketing counter to get help from another United personnel. By the time I made it to ticketing counter, the flight 1728 was full. I asked to speak to a supervisor to express my frustration and the discrimination I faced at the gate 16.

That's when Vincent ** came with a repulsive attitude and said - not even making eye contact with me - said, "May help you?" I explained what happened thus far to him in a very respectful and professional manner, and he replied with a berating tone of voice, "What do you want me to do? There are 150 other people going through what you are going through!" I was not quite sure what he was attempting to do? Perhaps he thought, knowing the fact that 150 other paying passengers were suffering from extremely unorganized, unprofessional and unfair treatment of a bunch of United staff would make me feel better? Well, it did not!

I again expressed that I needed a confirmed seat to Houston as soon as possible because I had a business dinner meeting with clients, and he replied, rolling his eyes, "Call them and reschedule your meetings!" Wow! What a brilliant piece of mind being wasted behind the airport check-in counters! And as if his mind-blowing suggestion was not enough, when I asked him, maybe he could give me a day pass to the United Club, so I would not have to sit on the airport floor as Gate 16 and its vicinity had limited seats and too many passengers waiting so there was not any seat available to sit on, he replied, "I sure can certainly sell you one!"

Wow! How can one feel valued as a customer who is suffering from the company's giant failure, yet still trying to make a profit out of?! What happened to the statements that the CEO of the company, Jeff Smisek, screams on the video monitors each time prior to watching the safety video recognizing the mistakes and allegedly 6,000 times a day? It is very believable that United makes 6,000 mistakes a day, but it is implausible that any of those mistakes are being recognized and addressed appropriately. When I pointed out his nonsense sales attempt to him, he replied, "Here is a 1-800 number, call them and complain."

It is staggering that a supervisor that is assigned to represent United could lack empathy in this vast amount, and still try to treat well-paying, loyal customers as a target of sale. Before seeking to make a profit out of somebody, one should satisfy the customer with the prior arrangement and agreement. In this case, he should have done anything to make the customer happy because the company he represents failed to accommodate the prior agreement, instead of attempting to sell a day pass to an upset customer! How absurd! It is also beyond the point but there is not even a real value offered in United Club, other than tacky ranch sauce and baby carrots! I would suggest to who is in the charge of the United Club operation strategies that they should take a look at the services that other frequent flier clubs offer, hot meals, quality alcohol, gourmet desserts and such before trying to rip off customers by selling service that merely offers bargain brand ranch and a baby carrot for $475 a year!

If the points that I addressed above do not sufficiently depict how frustrating and upset I am with the experience I had yesterday, and beyond disappointed and felt ripped off by the service I received for the amount of money I paid to the United, the following should wrap up how much further a company could frustrate the paying customer. After several attempts to talk to the gate agent to get a confirmed seat to Houston, and a disappointing encounter with the failing supervisor, Vincent **, 4 hours and 40 minutes had passed, and I finally had gotten somebody to help me with my issue. The agent at the gate confirmed to me a seat on flight 1204Y which was also delayed 1 hours and 45 minutes. Beyond the delay, I originally had a first class seat - not paid but upgraded - however, the seat I was assigned on flight 1204Y was in economy. When I asked the gate agent the possibility of a first class seat, I was scolded and castigated by the agents implying that I did not pay for first class fare, therefore I do not deserve it.

Well, on August 5th 2012, I had received an email from United.com confirming my seat upgrade to the first class cabin. Therefore, United promised to me a confirmed seat in first class, period! It turns out it was another "miss-"promise that United made thus far along with others which are failing to carry me to my destination on time, provide pleasant and efficient customer service, etc. Anyway, after another disappointing encounter with a rude United staff, and an absurd $10 food voucher - which would get one a half sandwich without beverage in most airports - I continued to wait in the lounge.

After 5 hours and 45 minutes of delay, I was able to board a plane which did not even have a video monitors. I knew an amusing flight experience was ahead of me! And as if it was not sufficient, after arriving in Houston 6 hours and 15 minutes late, my luggage did not arrive. I proceeded to baggage service to file a claim, and the employee I was talking to told me that I had negative energy, and he suggested(!), "You should not give this energy to a person who tries to help you." Ugh! Excuse me, as I exactly told the employee, "You are not trying to help me. In fact, you do not even give a damn about my whole travel experience nor my bag. If you tried to help me, you'd have started your greeting (which there was not any other than a half mouthed) may I help you with an emphatic and sincerely apology on behalf of your company for their vast failure!" Like this did not polish my disappointment and massive frustration, I was unable to attend to my meeting because my clients had left town by the time I arrived in Houston. With this missed opportunity, I was apprehended by United to close a business deal that potentially would provide me with thousands of dollars.

To summarize, I am not only upset with whole this experience, but also I lost all my belief in the new United. As if not being helped as a loyal customer was not enough, I was provided with another disappointment by losing my first class upgrade as I was promised, and still not having my luggage and my valuable belongings in it delivered on time. As a Premium Platinum customer, in addition to my disappointment, I feel betrayed and helpless. Beyond the emotional and psychological distress United has caused me, there is financial loss. I ended up missing a big opportunity to close a financially valuable business deal. Therefore, I request that United should make up for what they had promised.

I am writing to express to you the poor and unprofessional service provided to my family on Flight 1001 from Aruba to LaGuardia on July 7. My wife, 7-year-old daughter, and myself traveled in first/business class and received one of the most unprofessional encounters I have ever experienced having traveled many times before in first/business class. Here are some key points:

Stewardesses were rude and unprofessional, making comments to a little girl about throwing her off the plane or putting her in jail if she kicked the seat, which in turn upset my daughter for the duration of the flight because she thought it would happen to her. Our meal was a broken down box lunch consisting of two pieces of turkey, two pieces of cheese, crackers, and fruit. This is the first time an airline has not provided a full meal in first/business class, especially while flying during one of the three meal times. Getting a drink was a process in itself; I had to seek out the stewardess in order to receive one. In one of the rare times she was not sitting reading a magazine, I asked for a beverage. She said, "We only have that in the back of the plane. Can I get you something else?" Another time, my wife asked for a Sprite and went to the restroom. When she exited, the stewardess said, “Here,” and handed her a can.

Furthermore, pilots were taking turns sleeping. Being a frequent flyer, I understand sometimes that needs to happen. However, during the tail end of this flight, one of the pilots came out of the cockpit. When confronted by the stewardesses, he stated we were 45 behind schedule due to a headwind. Then he proceeded to put ear plugs in and sleep in the first row. When we began our final approach into LaGuardia, one of the stewardesses actually shook him and said, "I think you better get in there now." This created a very uneasy feeling in the cabin. As full-paying first class customers, I expected to receive the service and professionalism United prides itself on. Needless to say, I was very disappointed. We paid a significant amount of money expecting to receive first class service and comfort. To our dismay, that didn't happen. I'd like to know how this will be rectified?

The disinterested rep told me that the first flight she could get me on was Monday at 3:30 and they could offer me no vouchers, compensation or hotel. That meant I would be in the airport for Saturday night and Sunday night with no provisions whatsoever (later, three men in line threw a fit and made a scene and were given hotel and food vouchers by a supervisor; the supervisor promptly bolted after that). I kept expressing my disbelief that there was nothing to the nation's capitol and wasn't there another way. Finally, after about twenty minutes of her trying to figure out the computer and scratching her head and other reps trying to help but also not knowing the "new" system, she came up with a train voucher. She went on to say there was a shuttle that would take me to Dulles from Union Station.

The train left at 7:00 a.m. She told me I should take the AirTran at 5 a.m. because it would be very busy. I asked if it was safe to be on the platform at that hour and she assured me it was very busy and there were cameras (later when I was in the Amtrak station all alone, it was a comfort when 2 other people appeared, to know if I was mugged or murdered it would at least be on camera). I "slept" in Newark with a skirt, t-shirt and sandals and it was freezing. I asked for food vouchers or a blanket and was told no. I was also told it was "not United's fault that there was bad weather." I reminded her she had said it was construction on the runway. She said "that too." There were pregnant women, people with screaming babies and several in wheelchairs, all stuck in the airport.

I eventually spoke to some people on the train to Union Station who were also given vouchers for the shuttle to Dulles which they believed was a connection to a train. The rep had also told me that but since I live in the area, I was pretty sure she was mistaken and that it would be bus, not a train. It was neither. So, there were six of us after twenty four hours of travel, standing in Union Station in DC with our luggage and cars at Dulles. There happened to be a United Airlines pilot at the Starbucks where I was propped up, waiting for my husband to drive into DC to get me. He pleaded with me to write a letter which I was going to do anyway. He told me that since the merger with Continental, there was a new system and people were poorly trained and this kind of fiasco happened "all the time."

To add insult to injury, one of the people stranded at Union Station told me she was mighty glad for the McDonald's and Dunkin' Donuts vouchers she got because at least she could eat. My rep told me that they weren't allowed to give them out. Others did get food, and hotel covered and they were domestic flights. It seems the reps are not on the same page at all. When I asked for a refund for the leg of the trip they cancelled, I was told that it was a wash since I was taking the train. From the time I arrived in Bozeman on Saturday morning until the time I got home on Sunday, more than 26 hours had elapsed. I cannot believe that there was no way to get me to Washington from Newark.

United showed no regard for me, a woman, traveling alone. I am still seething about the treatment and lack of respect shown to me and other customers. It didn't help that the bored, clueless agent (the others weren't much better) was chewing gum. Actually, I found it in myself to feel sorry for them because they clearly did not know what was going on. After talking to the United pilot, I now know they hadn't a clue.

I explained again, that I needed to use the restroom and that it was difficult for me to "hold it" because of a bladder problem. Her colleague joined in, telling me that it was dangerous and that I needed to return to my seat. They said that they too needed to remain seated, although one of them was standing in front of me as she said that. That did not make the danger seem apparent. I expressed that it was more dangerous for me to wait and they both, again, denied me access. The plane ride was not bumpy. I had no trouble walking down the aisle, nor did I have any trouble standing there without holding onto anything. I was already there pleading with them. Letting me into the bathroom would have been the humanitarian thing to do. The rest of the non-turbulent ride was uncomfortable for me. I attempted to distract myself with a book, but my legs remained crossed and I needed to squirm in my seat in order to not, well, urinate.

As soon as the plane landed I got up to rush to the back of the plane. People were getting out of their seats to leave and they were blocking my way. I did not make it. I wet myself. When I got out of the restroom, I looked at these flight attendants and said, "I cannot believe that you lock the bathrooms and don't let passengers into them." Then I leaned in and whispered "I have wet my pants." I paused. There was nothing, not a word, not an apology, not a concern, nothing. I waited more. Then I turned around, furious by the way, and slowly made my way past everyone in the aisles to get back to my seat. I was shaking with anger and humiliation. What kind of world is this, when a 54-year old woman cannot use the restroom? Do you know how degraded I felt wetting myself in public? Can you even begin to imagine that happening to you?! Can you imagine someone telling you that you have to "hold it in" as if you were a child trying to get out of math class with a hall pass?!

I have a client in Boston. This was a business trip. What if I was on my way to my client? What if I had to go to a meeting? I find this policy of yours to be dangerous for my career as well. I have flown literally hundreds of times in my life and have never, never been denied access to a bathroom on a plane whether the seat belt sign was on or off. I remember walking back to the restroom on planes in terrible turbulence with no one blocking my way. Everyone except your employees, evidently, understands the importance of needing to use a restroom. I suggest some training for their attendants that centers around respect and thoughtfulness instead of the rote following of policy that I received today. I pray that no one else will have to experience such disgrace. I do expect some kind of apology from the company. My treatment today was abhorrent.

United's response is that there's nothing they can do to assist and I just have to accept the departure changes. (There is a flight leaving BDL at our original departure time from another airline but United will not book us with that airline as they do not have an agreement with them.) More troubling is United has stated there are no guarantees they will not change the departure time again before the flight occurs. What aggravates me the most is United is able to freely change our departure times, and negatively impact our vacation, at their convenience without compensation to the passenger but if something was to occur which would cause me to have to submit a request to change the departure time, United would charge me a fee, per ticket, each time I submitted the request. I definitely would not recommend United nor will we use United's services again in the future.

Later that night, her connecting flight was also delayed due to mechanical errors, and her flight eventually arrived at 1:30am, 11 hours past the scheduled arrival time. If these delays were due to weather, then I would not complain since those are beyond anyone's control. However, delays due to technical issues are 100% the responsibility of the airline, United. We received no apologies, attempts to make amends with us, or otherwise improve our situation. It is not the stressful situations that lose customers, but how United handles the after service care - that is what allows these bad experiences to shift future customer decisions. Even after writing and calling about this, I have received no reply. Just some acknowledgement and minor reimbursement for the trouble they caused is all that is needed to turn what was a terrible experience into an acceptable case of company error.

Just when I thought the lady helped me out, she never gave me my proper tickets. She sent me on a wild goose chase to a gate that didn't exist! I was running through the airport like a mad person, just trying to get where I'm supposed to be. The frustration level I had was at my highest, and I have high blood pressure, not needing this annoyance. Of course, when I got to Chicago, my luggage was lost, which is typical. I will never fly United again!

We lost our prepaid hotels in USA and we were left stranded in an international airport in Bahrain and had to spend two nights in expensive hotels. Plus, were charged fees to re-issue tickets that did not happen for two days. We were able to travel two days later and still flying with the original visa my wife had as her visa was still valid with multiple visas. End result, United would not compensate for our losses that exceeded over $2,000 due to prepaid and new hotel losses and reissue tickets.

My main complaint is that United and the computer system including the US Border and Immigration Visa Office should not allow United or any other airline to be able to sell tickets unless the electronic visa to the passport holder is first obtained and the US Border has confirmed it to United. If the system wants to enforce the visa notification to the airline before a traveler is allowed to travel, then the tickets should not be sold unless the notification is first received. United is profiting by selling tickets that cannot be changed and later make on extra fees if the third party immigration office does not notify them through the computer system. This is not fair business practice to the consumer.

Later on the same trip when we’re traveling from USA to South America, United attempted the same visa issue by stating she could not travel to South America without a visa. But by then, we were prepared with information that Koreans could travel and obtain permission for 90 days without a visa, as once the passports are stamped at the destination host country, the traveler could visit the country for up to 90 days if the traveler had a round-trip ticket. The United staff and managers and SFO airport were unaware of this until finally the top manager cleared the issue and we were allowed to travel.

This to me is further proof that United should not be playing border patrol roles. They are mainly an airlines and any imposed government regulatory requirements if they over-rule and need compliance, then the proof of compliance should be met before selling the ticket rather than to be determined at the United Check-in point when it may too late to correct by leaving passengers stranded and United profiting unfairly on the consumer.

We traveled in and out of USA before via Asiana, Korean Air and Mexicana and never had the visa problem that United caused us. We tried to complain via United Customer Care but they stated that the Visa clearance has to be submitted electronically by the US Immigration Visa Office directly to the Airlines. However, even if United had notified us on this issue before selling tickets to us, the Estas Office does not offer a way to ask them to notify United once a visa has already been issued: **. If one enters, passport and other required information, the system will give you the visa # and validity details but it will not show how to notify United that the traveler already has a valid visa. The United System places the traveler on a catch-22 with a burden of proof before selling a ticket.

We got to the gate for 5577 and they wouldn’t allow my daughter and me to sit together because of weight distribution. I wasn’t happy about it but it was a short flight so I didn’t argue about it. When we landed in Burbank, we found out that United lost our luggage. The next day, I had to spend nearly $200.00 in clothing for my daughter and me. Also, my blood pressure and other medications were in my luggage. I was told that I would have my bags by the next morning. I called all day and finally received my luggage about 9:30 in the evening on 6/24/2012. I will be sure (unless it’s an emergency, which this was) to never fly on United again and I am going to copy this letter to Consumer Affairs.

The incompetence and indifference of the United staff is stunning. I have flown with them for years and years. We finally got an excellent agent Joel **, who booked her on Turkish Airlines where she got the last seat out at 11:30pm. Now, I am trying to get a refund for the return part of her ticket as we never want to fly United again for any reason. Needless to say, they will not assist us in any way. My only other option is to cancel the return flight and book a one way ticket at additional expense for her return journey. Shame on United!

When I went online to check in for the flight back to Munich, they had no record of my reservation and claimed that I had flown from Munich to Newark on June 3, abandoning the rest of my itinerary. I called the Premier desk and they got me (and my husband) on our original plan to fly Austin/Houston/Dulles/Munich. The flight out of IAH to Dulles was delayed so badly that when we got to Dulles, we had to sprint to the next flight. Then, that got delayed at the gate for almost an hour (June 19). Despite the delay at the gate, our 5 bags did not make the flight, so we didn't have the presents to take to friends' children in Munich and had to file baggage claims, so missed our plans with friends in Munich for June 20.

This is how United treats a million-miler, Premier 1K flyer. I can't imagine what they must do to occasional fliers. I'm switching to Lufthansa. It won't cost any more in the long run, because it's getting expensive to suffer United's mistakes.

We were unable to fully complete the check-in process because there was not an option to check in baggage. We asked for assistance during the check-in process and the ticket agent was unable to check in our baggage as well. It seemed the agents at the counter had not been properly notified of the cancellation, until there was difficulty with baggage check-in. The ticket agent then tried searching for other flights to Seattle. Our travel plans were extremely time-sensitive. We needed a flight that would get us to our destination on time to board a cruise liner for our seven-day Alaskan cruise trip, which required all passengers to board the ship 90 minutes prior to departure. Unfortunately, there were no flights available from United to get us to SEA to board the ship with a schedule sail time of 4:00 PDT.

The ticket agent even searched for flights through other airlines and neighboring airports, but could not find one that would arrive in Seattle by 2:30 PDT. Any flight that arrived at SEA after 2:30PM, whether departing from IAD, BWI or DCA, posed too great of a risk of being denied boarding onto the ship and subsequent stranding at the port. As a result, we had no choice but to collect our baggage and return home. We are deeply saddened by the loss of our trip and extremely disappointed that United Airlines failed to accommodate for the last minute's cancellation and/or contact us at least 24 hours in advance so we could adequately rearrange our travel plans and avoid an incident like this. The ticket agent condescendingly told us we should have flown to SEA a day in advance. We did not appreciate such commentary during a difficult situation.

As a customer, it is not our responsibility to make travel plans that could accommodate the potential of travel plan disruption caused by the carelessness and inconsideration of the airline company. It's bad that United did not have a real person customer care line that you can call and talk, but just email contact. We emailed them and three weeks later, after we filed a complaint with DTO then we heard from United through email, they offered $150 for their mishap to close the case. It's unbelievable and from reading your complaints, we feel like after the merge, United is getting worse on this department. My wife already told me to choose another airline for our travel. It's totally unsatisfactory the way United is treating their customers.

At midnight, they were informed that there are no hotels available and would supply them with a cot to sleep in the airport. When the cots came out and grabbed by other stranded passengers, there was one left. My 74 year old mother slept in the one cot while my 78 year old father slept on the floor. June 15th, United Airlines rerouted my parents to Portland, OR then onto Redmond, OR, which has only one confirmed seat and one standby seat on an overbooked flight to Redmond. One of my parents will be sitting in the Portland, OR airport for the day waiting for the next flight out. I wrote this because it is truly sad that nothing can be done and that not one person cared.

Later, she buys a return ticket with mileage points and is again assured that the refund will be to her credit card. Instead, the United agent makes an error (as confirmed later, even by other United agents) and he sends her an Electronic Travel Certificate instead. Not only is this counter to their policy and what she was told repeatedly, but she will probably never be able to use such a certificate due to her health. It’s only a few hundred dollars but United is refusing even though they admitted the error.

Her cancer group and family have been helping but now United has caused a huge setback that, for this corporate conglomerate, is such a miniscule amount. What is the point of United policy if they don't follow it? This could happen to anyone. Is this not only illegal but heinously immoral?

Finally, a black woman, who was a supervisor, came to the counter. The time was about 12:35. She told us that the flight was closed for packages and we could not check in, because the package could not be carried to the airplane. We wanted 2 people to check in, and one of the stewards said it was ok. But later, the supervisor told us that even the two persons could not check in. We are very angry about the bad service of United Airlines, and we claim for our time lost. I asked the name of the supervisor, the black woman; but she told me that she could not tell me. I tried to find her card, but I only saw some keys hanged on her chest.

This time, I made it through security before it became known that this flight too was delayed to the point that I would miss my connection. I was told to come back in the morning to try for a fourth time. I was told there was no way for me to get back to PDX that night. Southwest had a flight to Portland that night. I was told by the desk agent that I could get a refund for my United ticket, which obviously would not cover the cost of having to buy a new ticket the day of the flight from Southwest. Since my need to purchase this ticket resulted from United's failure to deliver the service I had paid for, I felt this was not acceptable.

I then got on the phone with a United agent and nearly two hours later, after much insistence on my part, I was approved by the agent for a full refund for my Southwest flight. She told me I simply had to email the new and old flight information to customerrelations@united.com and that my refund would arrive between 7-14 business days from the date of the email, which I sent from my phone immediately on 4/3/12. On 4/24/12, I received an automated email from United telling me I could request a refund by visiting the website. I tried to email back that day, but the email address no longer worked. I have since spent 3 hours 35 minutes on the phone with various United agents.

I have been told that my refund is on its way 3 times by 3 different agents. On 5/14/12, Paolo, a purported supervisor, gave me the new reference #**. He told me to fax my Southwest ticket number with this new reference number to (713) 324-1431 and that I would receive my full refund in the amount of $520.60 within 7-10 business days of the fax. I brought this information to a local service to fax this for me that very day, 5/14. They called me 2.5 hours later and informed me that this fax number had been constantly busy. I would imagine that's by design. I then called again and was told by a United agent to scan the information and email it to refunds@united.com. I did this again on 5/14. As I'm sure you are well aware, this email address does not accept incoming emails.

So then I went to the website and sent this information via the refund request form. I just received an automated email directing me to American Airlines to request a refund. The thing is, though, only my initial flight on this round trip was with American and I am not looking for a refund for either flight on that trip anyway. What I have been told by 3 of your representatives is that I would be receiving a refund for my Southwest ticket. While American Airlines has no obligation to honor these statements, United does. I was told that I had approval for this refund before I purchased this Southwest ticket, for had I not been approved, I would not have purchased this ticket. United still owes me a refund in the amount of $520.60. It has now been 53 days and many (recorded by me) hours of attention I have had to pay to this matter.

The agent at the Club, Mr. Rubin **, turned us away saying that the passes had expired. He was very curt and didn't want to listen that we had talked with an agent on the phone. I asked if he would call the Untied Club number and check their policy like I had a few months earlier. He said that wasn't his job and that he would not call. I asked if I could speak with his manager, he told me that he was the manager of the club and that I would need to stand in line outside at the customer service center near the gates if I wanted to speak with anyone else about this matter. I asked him if I could sit in one of the chairs in the empty reception area at the entrance to the club in front of him and make the call to a United Club agent myself. He said he would call security if I didn't leave.

Basically, he told me that he didn't believe that I had talked with anyone on the phone and that he had no way of verifying the pass numbers to see if they were valid or fake. Essentially, he was telling us that he felt like these passes were forged or not real and that I was not the first person to try to use fake passes! After standing in line for over two hours at the customer service area, he directed me to go to the United agent, told me that they were not affiliated with the club and that they only work on helping people with flights and the travel portion of their trips. She was quite nice and felt sorry that I had been told to stand in their long line. I felt completely screwed by the United Club agent and now my flight.

I purchased these passes myself and would be willing to sign an affidavit that these passes have not been used and are not fake. After creating a terrible ending to a wonderful visit to Italy and embarrassing me in front of my good friend, I would hope that this incident will not go unnoticed and that Mr. Rubin ** will be given a discussion regarding the treatment of longtime United Premier customers. I have been a 1k customer several times in recent years and I'm approaching 700,000 lifetime miles with United so far. This was probably the worst and hopefully, isolated mistreatment I have experienced. I would like to hear back from customer service to discuss what actions should be taken.

Repurchasing that entire return leg of the trip for 3 people is $1340.40 after taxes. That is only $56 more than the penalty fees prior to taxes. I have been a loyal Continental customer for years, partly due to customer service. This has made me reconsider continuing with United. I noticed I could have had the same original fare on Southwest with no change fee (evidently worth $1284 + tax) and no checked baggage fee (worth $300). That's an overall savings to me of $1584 + tax.

If I want to use Southwest for just the return leg, it's $883. If you add in the checked baggage for the return trip, it's a savings of $550 compared to the penalty United is leveraging for a simple error. I can accept responsibility for having made the mistake, but I feel United's response is uncalled for. Next time I fly, I will choose a company with customer service. Charging over a thousand dollars for an innocent mistake noticed within three days for a flight that is still more than a month away is ridiculously insane.

This year, I used my miles to get a ticket and was supposed to pay administrative fees. United double charged me and almost four months later, I am still trying to get my money back. Each call to them lasts more than two hours and usually, there is no resolution. Even when I think I have a resolution, I am wrong so I end up having to call back again. It took them 2 minutes to double charge me, but almost four months later, I am still waiting for my money! Never, ever again.

I called United again, on hold for close to 30 minutes before an agent picked up. I told her my story. She put me on hold for 10 minutes, came back on and said she is still investigating, please be patient. Ten minutes later, she came back on and said that due to the merger with Continental, they have some system issues, but the tickets are okay and give another few days. I will see that the status will change to "ticketed".

Well here it is now, 5 weeks after that last conversation, the trip is just another 2 weeks away and the status today says not ticketed. I called United, the recording states that agents are busy and my expected wait time is 11 minutes. Well 25 minutes later, an agent came on, I gave her my history and confirmation numbers and she said she will investigate, to please hold on. I'm on hold now for over 20 minutes listening to United's music. This is insane! United needs a major class action law case and needs to be investigated by the FAA and/or whatever government agencies there are to protect the consumer from this sort of thing!

Calling several times to receive updates, I had found out later that the wrong baggage number was filed for the missing bag. One of the agents had reported the wrong bag with the number of the bag that I had received, making it even more difficult to find the bag since people have been looking in the wrong location. On top of that, because Continental and United Airlines is merging, there is going to be an even greater delay. Mistake after another, I'm greatly disappointed by United Airlines for the inconvenience they have caused me. It would not be such a huge issue if there were simply clothes inside, but I am a student and there are a few textbooks that I desperately need for school in there.

I cannot afford to buy them again because my mother recently came out of the hospital after a failed surgery and my father has a health condition that prevents him from working. The employees of United Airlines do not even know the process of finding a lost bag to at least even give me some sort of hope that the textbooks will be found before the start of school. Reimbursements are given many weeks later. Can anything even be done at this point?

My husband has spent countless time on the phone trying to get United to credit our Visa for these vouchers. He spent 85 minutes with a lady in another country whose only solution was to cancel the ressies and rebook them through her. Fine, but she was going to charge us $150 each for the cancellation, thereby completely wasting one of our vouchers. My husband repeatedly asked for a supervisor, but she would not connect him to one. He sent an email to United and eventually received a response saying they were sorry about our problem and they attached a $100 travel voucher to the email. However, they did not address the issue. Then, he sent an email to Jeff Smisek, United CEO. We received an email from Candace **, Customer Care Rep., who said she is responding on behalf of Jeff.

Basically, she states that she researched our issue and found no evidence of error. Really? Not accepting our vouchers is not an error? Further, she states that our trip is not eligible for voucher redemption because it contains a leg with another airlines. Seriously? We didn't book with any airlines except United. If part of our trip is on another airlines, United did that to us. Why didn't the system put up a red flag and say that because part of our flight was with another airlines the vouchers could not be used when my husband typed in the voucher numbers? Ridiculous. Finally, she closes by stating that they will now "consider the matter closed and will no longer communicate about this issue." Who does she think she is talking to, a child?

At this point, we will book one more trip with United, and we will do it on the phone to make sure the $700 vouchers we now hold are going to be credited to us. Then, we will never fly United Airlines again, ever. They will not get another penny of our money. We never had these issues with Continental Airlines when we booked online using vouchers. This company seriously needs to be put under a class action lawsuit. They are the worst airlines ever. I am going back to my beloved Southwest Airlines, regardless of what they charge. Their exemplary customer service and public relations are worth the extra money, and they don't charge for check-in luggage. Obviously, they appreciate their customers.

I talked to two of them and they were very disappointed with the airline and were planning to change company. The greed that they are assuming is wrong. I have never sent a complaint to anyone in 45 years. It is time we stand up to these companies. I am for free trade for business and them making money, but this is wrong. I will look for other airlines that offer something for the money and don't rip off customers. I am very well known in my area and in other states. I am sending this message to one thousand people and asking them to send to 5 people each and to pass it on. This message will not get a response from the airline because they don't care. They just want the money. I hope everyone who reads this will take notice of this complaint. Southwest Airlines looks better everyday. Done with United Airlines.

During this process of checking in my original flight and then moving me to another flight and again not flying that night, my baggage got lost and they took about 2 hours to locate my bag. I was not offered any meal or hotel voucher for the night. I was told since I was booked with United I will need to speak to them. I went from one end to the other end of the airport to talk to the United rep. United said I booked with Continental (even though they merged) and will not be able to offer any meal or hotel voucher.

The United reps were not trained on their own policies. I talked to 2 different reps which gave me two completely different answers for meal vouchers. This has been the most horrible customer service I have ever received. I do not plan to fly United/Continental ever again.

To make matters worse, he was very nasty about the situation. He made smart comments such as I should have gotten there early, there’s nothing he could do for me, then said he could put me on a flight to Newark. I explained to him that I live in Far Rockaway, Queens and that I can’t take that flight. Then he threw another smart remark out and said I just don’t want to go home. I held my composure because I was far from home and didn’t want to get kicked out of the airport or better yet, arrested, so I took the flight for the next day at 7:35 in the morning. I then asked to speak to a manger. The manger just kept apologizing and said I can make a complaint on their website. This situation, I felt, was uncalled for and could have been handled more professionally. However, my complaint doesn’t stop here.

Neither the agent at the check-in counter nor the agent on the phone whom I spoke with on May 23rd was willing to accept the idea that making us pay twice for the same return flight was unfair and inappropriate, especially considering the unexpected need due to the death of a family member. The agent I spoke with on the phone offered to refund the cost of the original flight ($250) since Anna technically never used that ticket. I'm requesting that United Airlines refund the price of the one-way flight of ticket ** from Savannah to Denver because we had already paid for those seats under the previous ticket and making us pay a higher price for the same flight when we were traveling due to the death of a family member is wrong!

I had called United 5 times and spoke to 5 different representatives and they just kept telling me there was no payment. I had spent a total time of more than five hours on the phone with United, the bank and Visa. United's only response was to call back at a later time. Not to mention, every time I asked to speak to someone who speaks decent English, they would never transfer me. On 5-26-12, I called United back and they just kept telling me the same thing and wanting to run the credit card again. After speaking to another several agents on the matter, they finally issued my ticket. At this time, my nerves were gone and I was just ready to breakdown crying.

I will never purchase a ticket from them again. I have been buying plane tickets for years now every summer to fly my children and have never had any problem like this before. They never offered any kind of compensation for this either. Is this something they do to hundreds of people and get away with? Well they should not be allowed.

Two days lost of my dream vacation. They rebooked me for Wednesday and I now have boarding passes in hand. I just called United Airlines for a simple, and very accommodating, request of compensation for my lost two days. I requested a seating upgrade for each day I was delayed, taking me from Economy to Business Elite. They only offered me an Economy Plus upgrade, in a center seat. I currently have an aisle seat with four seats vacant in my row. I asked to talk to the supervisor (these people are in India, btw). After a prolonged wait, the supervisor told me she could not offer any upgrade at all! So, two days of my vacation (and life) wasted due to United Airlines archaic computer system (it is actually Continentals archaic system. They downgraded from their previous system to avoid paying royalties to previous system software company, the one that worked!).

I would highly recommend that anyone flying United to Australia go online and purchase the Australia ETA directly from Australia. While United is supposed to be able to do this upon check-in, their staff has not been properly trained in the older system, and that computer system obviously has multiple glitches. I will never fly United Airlines again. I don't blame the workers in this company. Culture is set by management at the highest levels. Customer service is obviously not in the top 5 priorities of the company. Perhaps, they should become a cargo hauler only.

Choose Japanese in Japan and it will show your website in US with Japanese, again not working properly. Also, I have called for Star Alliance upgrade and your agent told me it is not working, so call back in few weeks. I did call in a few weeks and asked for the NRT-LAX-NRT upgrade on SQ and was told to buy a ticket and to do the upgrade online. After I bought tickets, I found out I cannot upgrade NRT-LAX-NRT on SQ since that is operated by Airbus 380. I called the UA Tokyo reservation center and was told that is true and the agent was very sorry to have caused me loss of money and time but there was not much she could do. I asked for supervisor, but was told he/she will call me back. Customer service agent Mr. ** called me and offered me "sorry" and that is all.

Last year, I have tried to use mileage to get first class NRT-LAX-NRT on SQ but was told SQ does not have first class service, only economy and business on that route. Wrong again, they do have it, it’s just that United mileage cannot be used for an award booking for first class on SQ Airbus 380. It took me hours of calling around and weeks in waiting to get this information, but even now, today, your agents have no clue about it. Yet another booking I made over the phone, a United agent forgot to mention the handling fee and she called me back after she has already finalized my booking. That is Yakuza style business to change after agreement has been reached!

I'm fed up with United and I will do everything in my power for United to pay for each single mistake. To start, I'll take legal action against United since United knowingly is not fixing its website system. This is serious and you can be assured I will sue. You should hire a guy like me to fix all your United problems. Today, I have reported those claims to the Ministry of Land and Infrastructure of Japan.

Luckily, I've been to the United customer service desk before, so I knew exactly where to go. Since all the passengers from my cancelled flight were already in line and there were only 3 customer service representatives working, I decided to call United while I was waiting. I was on the phone for 22 minutes, less than 5 of those were spent talking to a live person. He basically told me there weren't any other options. After that useless phone call, I was third in line. I had an extremely nice and competent agent help me re-book an alternate flight. I flew to Raleigh, where my brother's fiancee lives. I was glad to have been able to make it to the shower, but this alternate destination forced me to give up one full day with my family. I was only able to go for the weekend since I couldn't take off work.

I was a little nervous checking in for my return flight home/Chicago since my flight out was such an ordeal. I was scheduled to depart on May 6th, United Flight 5764. I arrived at the airport at 4:30 for my 5:23 flight. I asked one of the employees working at check-in if my flight was going to be cancelled since I already had experienced that on this trip. She assured me it wouldn't. Our flight departure time kept getting pushed back further and further. Finally, our plane arrived at 7:20. We thought that United would work to turn the plane around quickly.

To my dismay, we were told there was a mechanical issue. Maintenance was called, but since it was a Sunday night, maintenance was on call and took over an hour to respond. I'm not sure what time it was once the plane was repaired, but the last departure time I remember seeing on the board was 10:00 p.m. TSA had left around 7:30 and all the food vendors had closed around 8:30. We weren't allowed to leave the secured area if we wanted to fly to Chicago and there wasn't anywhere to grab food or drink. Eventually, they brought the pretzels and drink cart off the plane so we could have something. During our 6-hour plus wait, we were not given many updates.

Eventually at 11:51, we all received emails that the flight was cancelled and we were all re-booked. My new flight was scheduled to depart on Tuesday, May 8, 2012 at 7:00 a.m. The whole reason I came back to Chicago on Sunday was so that I wouldn't miss any work. It was a busy time at my company so no one was allowed to miss work. Once we all started getting emails, there was no staff to be found and we were locked in to the gate area. Once we were let out, it took the skeleton crew that was left at the Roanoke airport 2 hours to process re-booking requests. I was given a hotel voucher and a transfer voucher. I asked about food vouchers and was told they weren't giving those out. I arrived at the hotel at 3:00 a.m. and checked out at 11:00 to be early for the Delta flight to Atlanta I was scheduled on.

My flight from Roanoke to Atlanta was uneventful, but my Delta flight from Atlanta to Chicago (flight 1977) also had mechanical issues. We found out that the flight would be cancelled once we were already seated. They gave us constant updated on the maintenance issue, then told us it was cancelled within 30 minutes. I'm not sure why United locked us in a terminal for over 6 hours just to cancel the flight. Delta was also able to find a replacement plane. We ended up in Chicago 3 hours after the scheduled arrival time, which isn't bad for a cancelled flight. It was 26 hours later than the original flight I was supposed to be on from Roanoke.

It makes me sad that United didn't offer any form of compensation. This whole ordeal cost me one day of work, one PTO day, one day with family that I rarely see, plus the original cost of the fare. I've never felt like as defeated as I did after 23 hours of trying to get home. Nobody should ever be trapped in a terminal without food or information just waiting, hoping, for a flight to go home.

I requested a wheel chair service for my 67-year-old mother who has severe lower back body injury, but the check-in staff told me that the wheelchair assistance staff would only show up after 5:00am. She said my mother has to go to the departure gate by herself, otherwise she would not be able to make it. I also requested the check-in staff to issue me a pass which I can use to get through the security check point so that I can help and accompany my mother (my mother can't speak nor read English) to the departure gate but the check-in staff said 'no'. My mother and I have to run to take the train to the other terminal security checkpoint in less than 45 minutes.

The service provided by United Airlines staff is unacceptable. They don't seem to care about old and disabled customer. They also create nervousness and uncomfortable situation among customers by not giving enough time for customers to make it to the departure gate. I am very disappointed with United Airlines service and I would avoid flying that airline if I have a choice in the future.

Bottom line, I'm furious for the lack of compassion, assistance and caring at United's quite obvious mistake. Now I must spend days filling out forms, compiling receipts and tracking down documentation for all the lost property in the hopes of seeing some compensation. I've circled the globe numerous times for work and pleasure. This one clinched it for me. I'll never, ever fly United again.

I spoke with Ms. Carla ** and Cheryl ** at the gate. Ms. Carla ** suggested I go look for my husband and I explained that we have luggage and it would be too difficult for me to do that; I was in the early stage of pregnancy and was not supposed to carry heavy objects. I pleaded and she suggested I ask Ms. Cheryl. Ms. Cheryl refused and in fact said she was going to close the flight without us. I then watched her pick up the telephone and tell someone there was "a customer with an attitude" at the gate. She said, "We announced last call for the flight and he should hear that and come."; I explained that he doesn't speak English so the announcement would mean nothing to him. She asked what language he spoke. I said Greek and she told me there was nobody to make an announcement in Greek. I explained that I don't want an announcement in Greek, "If you just say his name, he'll hear it and come." Again, she refused. I asked to speak with a manager, or her superior. She refused and said she was "the boss of this flight" and then raised her voice ten decibels and shouted, "You're not going to talk to me that way; I'm closing this flight and you're not getting on, there's nothing you can do about it."

My husband returned at 5:25, as soon as she closed the door; we found Ms. Lisa **, a manager, who said she would try to get us on the flight only to find out that Ms. Cheryl had our luggage removed from the aircraft. We had to take a flight the next day, and three days later our luggage arrived, damaged. This entire exchange lasted the course of at least 20 minutes, during which they could have easily made an announcement and quickly alleviated the situation. My husband had to be at work the next day and I had to be in school. The next day, not only did the aircraft not depart until 5:50pm but the captain said we were waiting for some late passengers to board. At the terminal, I heard multiple announcements requesting passengers by name to board flights, because the flights were ready to depart. Hence, there was absolutely no reason not to page my husband and remedy the situation other than Ms. **'s obstinacy and obvious inability to refrain from getting into a power struggle.

My recommendation is to ensure at least one week out that the low lives at UA have not screwed with your seat assignments in order that you have plenty of time to hang on "hold" for an indefinite period of time. Yes, I probably erred in rolling over and paying the UA-generated corrupt seat tax, but time was running out (as well as patience for this airline). Consider this no more than a word to the wise.

My ticket was originally booked through a travel agent as required by my work and is one that needs to be changed. I realized there is an increase in price now and the $150 change of ticket fee. I am currently set to leave April 28 for Managua, but I am unable to do that because of some health issues with another daughter. The total change on March 22 would have been over $300. I also have a rebate on file for $128.70. I would like to use the rebate on my change of ticket fee, but was told that my rebate amount would need to be more than the cost of the fee, which makes absolutely no sense to me. Essentially, that means I will never get my full rebate amount back because I would need to forfeit the remainder of the balance. All I want is to use the $100 certificate on one of the flights and get my money back from the rebate for $128.70 on another flight.

The manager raised his voice at me and flat out said there was nothing they could do and they were busy with the merger. There was plenty more, but that was the gist of it. On April 3, another very long, unproductive call and was told that the rules have changed since United has taken over Continental. On April 12, another email was sent and no response. On April 23, another call, 25 minutes on hold and then another 46 minutes with an agent who then tried to transfer me to a manager which led to another 14 minutes of holding with just a disconnect as soon as the manager "answered" the phone. There is still no resolution. I never had these problems with Continental.

During the whole course of our waiting for going through security, we heard no reminder from airport broadcasting. This worker refused to explain to us why he did not wait for us even if he evidently knew we already checked in and he knew our situation. This worker refused to explain to us why he did not call us through airport broadcasting even if he was aware of the situation and had the full capability to do so. His attitude stroke us as inconsiderate, indifferent and cold-blooded. This experience gives us a strong impression that United Airlines is a very inhuman corporation that has no care about customer experience. United Airlines is definitely the worst airline I have used. Avoid United Airlines whenever possible!

I had eye surgery booked Friday in Melbourne which went by the wayside. A $10 voucher doesn't buy half a meal in CA. I was at the hotel by 2 am, woken by cleaning ladies at 7 am walking in. I had no luggage at all - no carry-on, some luggage on one plane and some on another plane. Original plane was UA 943 (mechanical failure). We were thrown onto UA 689, in which my luggage I had left was stowed. They radioed ahead and said they knew we were coming. I was stranded in LA for 24 hours: no luggage, no help, and attitude. Total people stranded: about 25 of us.

Once we flew next day, we were supposed to land in Melbourne at 9:40 am. We arrived at 3:30 pm. The luggage from UA 689 is still missing. All evidence for my kids and what I bought was lost. Someone (Charles) at the gate made a decision which was a lie. Communications were sent from your people in Chicago to LAX and the pilot got us there. Now, I'm out of pocket and all my shopping. And also to rub it in, my luggage is half missing and TSA took out half my luggage from a suit case and it's missing.

As it appeared we were not getting any help, we decided to return home. Upon asking if our parking ticket could be validated, the UA representative indicated that they have never done that in the 25 years she has worked for United. Upon returning home, we received an automated phone call indicating that our rescheduled flight has again been cancelled and was changed to Thursday 4/19, leaving us with two nights in Aruba. As a result, UA left us with no choice but to cancel our trip.

My issues are as follows:

1.) The complete lack of caring or interest in attempting to help the customer. Rather than attempting to process and rectify the problem, the response was "That is all we can do." No "sorry", no "we will do everything we can to help", no "we will compensate you for your troubles," nothing. They did not care at all. It wasn't their problem, it was the customer's'

2.) This was not a weather related cancellation. The UA representative informed us that the plane was being working on the previous day and they "must have not been able to fix it". No heads up, no attempt to reassign seats prior to going to the airport at 3:30am, just expect the customer to arrive at the airport with no flight, no options, and no one available to answer any questions;

3.) Being told to return home, through no fault of my own, and having to pay to park in the extended lot, while the United representative presents as being offended that I ask for a ticket validation;

4.) United indicated that they would reimburse our fees within 8-12 weeks. Why can I book a flight and be charged immediately, but it take 8-12 weeks to be reimbursed?

5) I am in the process of providing documentation and emailing customer relations to recoup my $300 lost from canceling my hotel in Aruba. I am quite sure there will be many additional hoops to work through;

6.) We were told to contact customer relations to file our complain. Phone numbers on the United.com website are non-existent. The only option is to email.

On the 14th, we arrived at the airport at 9:30 am. We stood in a line for over two hour to reach the counter, which indicates that there is a serious lack of organization and logistics in your company. On reaching the counter, we were told that our names did not appear on the flight list and that we had cancelled our flight! Obviously, we were in shock and terribly angry. The not-very compassionate woman who was at the counter, (though she realized we were Spanish-speaking customers, did not afford us the courtesy of speaking to us in Spanish, as we found out later she was able to do), did a lot of talking but no resolving of the matter as we were hearing that the flight was being closed.

My husband asked to speak to the manager. She was not a very well-mannered individual and urgently needs to work on her people skills. Rude is a mild adjective to describe her. She told us that we had to pay our tickets to Mexico once again because our names did not appear on the flight list, even though the error was totally the fault of United Airlines, and we would be leaving on the 11:30 pm flight that arrives in Mexico City at 5:30 am, and remember, we were traveling with three children! We strongly rejected paying the tickets and insisted that we be sent via another city to make a connection to Mexico City. After much insistence, she accepted and transferred us to a young man named Brian who did everything possible to help us correctly.

Unfortunately , the flight he got for us to LA was unavoidably detained and we lost the connection to Mexico City. There were no other possibilities available to leave that day or the following, leaving us no alternative but to take the 11:30 pm flight. A man in customer service took two hours to ticket us for that flight and the only courtesy we received from the airline was a $10 voucher per person, which I'm sure you'll agree, was ridiculous. After a very long day, we reached our boarding gate. When the first attendant (an elderly Asian woman) arrived at the counter, my husband approached her and asked to buy economy plus seats that there were being announced. She very, very rudely told him to move because she was busy working. He returned various times to get this help and was turned down by all the people working there. They were able to announce the name of the boyfriend/husband of one of the flight attendants (Juliana **) to approach and receive a first-class seat but my husband's petitions were unanswered.

Once the plane was being boarded, we were stopped before boarding and were told that there was a problem with our tickets! This is when I lost it! Remember, we asked repeatedly for assistance and were denied. My children as well as I, were crying and we were all exhausted. The plane was full and the doors were about to be closed and they had to ask the plane to wait until the problem was solved. I must say, though, that the head flight attendant (whose name I unfortunately forgot) and one of the flight attendant who goes by the name of Celia ** were very kind and understood the stress we were under and did everything possible to get us seats together because we were dispersed throughout the plane. And to top things off, our luggage did not arrive with us and we did not receive it until 36 hours later. We feel the airline should compensate my family and me for this nightmare situation that we were forced to endure. I await a prompt reply to this letter.

On arrival in Tokyo, I went to a ticket agent counter at the gate, attempting to purchase an upgrade there. They told me I still had my original seat and that they could seat me with adequate legroom (though not as much as Economy Plus) at no charge, which I accepted. Upon arrival in Newark (still en route home), I checked bank accounts to discover UA charged me five times for the upgrade they said could not be processed--3x on the one account and 2x on the other. And now funds were "pending on hold" by my bank, which won't remove the hold until UA tells them to.

I immediately contacted a gate agent in Newark, who attempted to use the UA "help system" to connect me to someone who could address and remove these holds. Even they were frustrated by lack of help. I had to give up after two hours and boarded my final leg flight home. The next day, 4/14, I attempted to contact UA help and was continuously transferred to the "reservation desk agent," who told me there was "nothing they could do" and that I would have to have a refund processed, which could take up to 7-14 days and that I had to do it online.

I was transferred then to "international department" and then to a supervisor, who said basically the same thing--no way to contact anybody directly who could assist but that they would file a refund case for me and someone would contact me direct in 24 hours. Nobody has contacted me. I was also provided with 1-800-WE CARE2 to call (not available on weekends) to speak directly with the refund department. I called this number on Monday, 4/16; and I was transferred back to "reservations." Then I was told that there was no way to speak to the refund department. I have to e-mail them.

These holds were placed by UA which told me via website that they were not processing them. I have no other receipts for the charges. They placed them instantly. They can remove them instantly. If I can be provided with POC at UA to do this... But according to everybody in India I speak to, there was no way to do this.

UA has placed a hold on my funds without cause, without product, and without acknowledgment (acknowledge to the contrary actually). And now, it refuses to provide me a path to address them and have them removed. I have spent over 4 hours on hold with 6 different departments, which all said the automated system is my only recourse. That would be the same automated system that caused this issue in the first place with no way to correct it.

My next business travel overseas will encompass everything possible to AVOID booking UA in the future.

When we were about to board, the other 5 people (my son, daughter-in-law and my grandchildren and another grandmother) boarded. When my husband and I showed them our boarding passes and they were scanned, it came up "customer not found.” They then told us we were on the later flight. On the boarding pass, it said flight 1164, but they said that we were on flight 1076, which was over an hour later. We complained vehemently until they were able to get us on the flight with our children. We were scheduled to sit together, but of course there was another snag. I had to sit alone in row 10 and my husband sat in row 15 - another complaint because we never fly sitting without each other.

My husband decided to look at the baggage tickets and there were 4 of our 10 bags on flight 1076. Because of the incompetence of your workers, after we landed we had to wait for flight 1076 to come in to get our other bags. There were 2 of mine, one of my son's and one of the other persons. Ridiculous! After paying you to take our bags, you have the audacity to take our luggage and put them on another flight aside from the fact that you changed our flight without our knowledge.

Now, the people who were picking us up couldn't wait around because they had other people to pick up. So, aside from having prepaid them, we had to find someone else to take us home for an additional fee. I would like to be compensated for the payment of my luggage, for the additional amount ($80) paid to the other service and for a refund on the amount it cost us to fly home. It was a holiday week, so it wasn't cheap! Thank you!

Besides that, my wife and I like to travel together. By the way, the fellow in my seat was travelling alone! On the return flight, again, I was given an aisle seat. There is a reason we booked 8 weeks in advance as that was to ensure we'd get the seats we wanted which is not what we received. As a result, United has gone from being our first choice to our last. We will use you, but only after we have checked with your competitors. In other words, the loyalty you showed us will be treated in kind.

When we arrived at the airport on Saturday for the first leg of our flight, we asked the United attendant to change our seating arrangements on our next flight and very rudely she said no and they would do that when we arrived for our second leg of the flight. She just did not want to be bothered with it. She was not doing anything except talking and laughing with a co-worker. Now is when the real fun begins! We arrived for our final flight home. We asked a United attendant to change our seats and again he said very rudely without even looking up: "Come back in 10 minutes.” We finally did get our seats changed, but not with any smiles - very rude and unhappy people. We are all boarded and on the runway and have been sitting there for a very long time.

The pilot tells us he is waiting on a computer head count from the terminal. No, not really. Did they not just check every boarding pass? We sat there for so long that we had to go back to a gate and refuel - yes, I am serious - then back out on the runway. And, yes, I am serious again: another computer head count. Only the pilot came on and said that he was so embarrassed that he was going to do something that had not been done since the ‘90s and actually do a visual head count on board. At this time, we had been sitting on the plane for over 2 hours and we’re still on the ground! Totally unacceptable! Needless to say, we will not be flying with United ever again!

I told her the policy but she does not accept and she did not even check at the website but she just charge. I was so stressed and I was getting late. She almost made me miss my flight but fight was late 20 minutes and I got the flight. She was so rude and her behavior was so bad. So I decided not to fly with this airline again, although I am frequent flyer. I called customer relations. She said I have to deal with them at the airport and she said she can charge any amount as per her wish.

I called back to complain to a supervisor and somehow he took my call and said there was no supervisor or manager for me to talk to. We got into a heated discussion as to who had the attitude and he hung up. So, not only does United have thieves in baggage, this person, "Josh", apparently thinks these matters are trivial and funny. These people stole a camera that had pictures of my first vacation in two years and had really great pictures/videos of whales and dolphins. Thanks for all the help Josh. I hope you will be on the unemployment line soon where your unique attitude will surely make you quite employable.

Up at the gate, I asked a representative for the third time to be sure I would make the connection and he said yes. We got to Newark and when I checked at the gate he said that the flight out to Columbus, OH had left on time, over an hour before. I explained my situation and he said those "**" in Albany must not have been looking at the Saturday schedule. What?

His solution was to give me a flight in the morning. I asked for hotel rooms and he said I would need to speak to a supervisor but his wasn't there and I would have to wait and see what he said, or, I could run through the airport and catch a flight to Cleveland. When I got to that gate, the representative was so unbelievably rude, asking why the first ticket agent didn’t change my tickets. By now, this plane was boarding and he was still complaining about having to change my flight. Finally, my son and I made it on. We then waited another 30 minutes for 20 people from a late flight out of Cozumel to board.

After disembarking, I asked the attendant in Cleveland for help. She checked my tickets and told me there was nothing in her computer about me needing to go to Columbus. She said, since they changed my tickets, the flight was "complete" and they were not obligated to assist me. I pointed out I was 150 miles from home, that their flight was almost 2 hours late, all their information was wrong, and it was almost 11pm. She suggested I rent a car. When we got to Avis, the representative asked how we were doing, and when I said she didn't want to know, she responded "United?"

We were charged $167 to rent the car for essentially 2 hours of use. We were home by 1:30am. We went back to the Columbus airport the next day to get my car from the garage, return the rental, and finally find my luggage. I have waited, like everyone else, on hold forever to complain. No luck. I will never fly United again. I have had glitches with other airlines, but none with the horrible customer service I experienced here. United Airlines stinks.

But after they missed their 1st flight, they were put on a flight that waited in Houston for passengers that were coming from Minnesota to Indianapolis, that was delayed for over an hour, but they couldn't wait 3 minutes for 2 passengers to catch their 1st flight. I cannot accept this. I think they should be refunded all their money for inconvenience that the airline caused them.

I raised the complaint with UA and Qantas in LAX, but no one wanted to help. I got home and phoned Qantas and UA here. And guess what? She'd charged me $790 USD! Yes, seven hundred and ninety dollars for one suitcase to fly 1 hour from Vegas to Los Angeles! I guess I was so upset by the whole incident that I didn't check the receipt. I have a claim in with UA. Let's see how long it takes and how much it costs me to get that back!

On March 28th, my stepdaughter arrived at the airport to get onto her flight and the agent would not let her on the plane. They refused to honor the ticket and refused to book her on another flight. She was stuck at the airport and denied a flight. When asked, the agent said that they contract US Airways to fly that United flight and US Airways had a different policy with regards to children. They wouldn't even allow me to buy an accompaniment service - just flat out cancelled the ticket.

I needed to book an on-the-spot flight on another airline - Southwest, which by the way was super wonderful in all ways - at more than double the cost of the original ticket on United. I had intentionally bought the ticket more than a month ahead of time in order to make sure to get a good rate.

When trying to talk with United, the hold times are very long, sometimes more than an hour. Their agents are all in the Philippines and are unauthorized to look up past data on their computers, unauthorized to make recompense, and unauthorized to get me to a person in authority. The only way to reach customer service is to email them and then leave it up to them to get back with me. I am out over $250, hassle on both end, and huge frustration in trying to get United to compensate.

Once in Denver, we again encountered the issue of no seating arrangements on the second leg of our travel to Dallas (United 5826). The gate attendant did ultimately get us on board, but we were spread throughout the cabin once again. On our return trip on April 1, 2012 (United 5827), I arrived at the airport (Dallas Love Field) 3 hours early to ensure we are seating together on our flight. However, our tickets were still issued throughout the cabin. Once past security, we sat for hours waiting to speak with a gate attendant. None ever showed up at the gate.

At the time for boarding, with no attendant or plane in sight, I went back through security to the ticket counter where only 1 agent was working. A line of other dissatisfied customers had formed. Ten minutes prior to take off time, an announcement was made that the flight would be delayed for 1 hour and 43 minutes due to "mechanical problems". This would have caused me to miss my connecting flight to Boise, Idaho (United 440). As no other flights were available in the near future (days), the United ticket agent asked what the closest airport to Boise was. I told her Salt Lake City was the nearest. So she booked my party’s tickets to Salt Lake for the next morning with American Airlines out of DFW and provided us with taxi service and hotel accommodations for the night. Once in Salt Lake, I was told by the United agent that no further transportation was available (including shuttle service). As we were still nowhere near our final destination, I was forced to rent a vehicle and drive the remainder of our journey to Boise.

Today with one seat left, after holding another 30 more minutes so that I could talk to the president of the company and nothing would change or if I was going to cuss (I may say **, but I do not normally use bad language) and if I was mad because people were buying first class tickets, I am an ** etc. I asked to please speak to his superior and he said sure, but was put on hold again for how long? Yes, I did hang up after 30 minutes or so. Now I think I'm on some kind of list and I am afraid to take my trip. What do I do?

On 3/16/12, I applied for a refund both through united.com website and customer relations. I have not received any acknowledgement whatsoever, except an automated reply from their customer relations dept. I then tried to send to refunds@united.com posted on their website and I got the error delivery failure notification. The email link apparently is bogus and failed to deliver. I am not able to view the status on their website using my ticket number, Onepass, mileage plus ID or last name. Their fax number is bogus and is busied out constantly. Nothing that is advised by their website works to apply for a refund.

I called and held on for 1/2 hr and spoke to customer service who said they would refer my info by email and I would hear from someone within 23-48 hrs. This never happened. I am at my wit’s end and cannot get through to talk to anyone to get a refund back.

When we landed in Newark, we ran to our Paris connection which was difficult since our 9-year old daughter just got a cast taken off of her foot after 4 weeks and was still not able to use her foot properly. We made it to the gate at 9:21 pm, but the plane already left! No one from United bothered to let our Paris connection know that we are coming and that we were delayed and were running late due to flight delay. We were confused and another United gate employee directed us to United customer service. We explained to the representative what happened, but this man, whose name I did not, get was the rudest person we ever had to deal with. His supervisor was talking with another customer service representative and he kept butting in their conversation and ignored us. When we asked him to please look at our papers and see what he can do, he got upset with us and said that it was a matter of life and death and that we can wait.

We got mad and our daughter started crying and the representative got so mad at us that he stormed off! His supervisor took over and was nice enough to help us out and put us on a United flight for London at 10:05 pm and then a British Airways flight from London to Paris on March 30, 2012 at 2:45pm. Our flight attendants on the United connection to London were so casual and unprofessional, food was almost non-existent, and if anyone asked for anything like a blanket, they were answered in a rude manner. The British Airways connection from London to Paris was just wonderful—staff and flight attendants were really nice and helpful.

We lost 6 hours, but we finally made it to Paris on Saturday, March 30, 2012, but our bag did not! We filed a missing baggage report with British Airways. Today is Monday, April 2, and we have yet to receive our bag. British Airways staff are nice and helpful, but they cannot do anything about our bag—it's all up to United. Getting through to United’s customer service is nearly impossible and hold times are ridiculous! We don't have clothes and other things like prescription meds. I'm not sure how this will end, but I know that we will never, ever use United again and will not recommend this airline to anyone!

During the second meal time or snack time, I was praying. When it came to my turn, I whispered I wished to drink water when he asked what I wished to drink. He began to shout over other passengers and commenting to the other flight attendant that he couldn't hear me and how do these passengers expect you to hear them when they can't speak up! I became irate. I kept my composure and waited to complete my prayer. After praying, I pressed the call button for assistance which was ignored for 30 minutes.

When they came around to collect the garbage from the passengers, I kindly asked for the flight attendants name and mentioned I wish to comment on how I was treated. He began to shout and create a scene. He stated, "I will not give you my name. In fact, I need you to give me your name," and kept going on about how I don't know how to speak and how I dared to ask for his name. I kept repeating as calmly as I could, "Please stop. You need to stop it. You are embarrassing me and you're disturbing other passengers." He left when I refused to give him my name and after I commented on how it was absurd for him to be displaying such behavior on the airplane as a flight attendant.

The attendant returned with a form five minutes later requesting for my personal information. I asked for what and if it were because (you) wish to protect yourself for your wrong doing? He didn't reply. Instead, he said, "Fine. I have your seat number, 24A" and he walked away when asked by the passenger sitting two seats away from me to take his trouble somewhere else. I must say I am appalled. I have never been treated so poorly. This is the first time I have ever complained about a flight/airline or anyone of its constituents. I wish I had his name. I want him to be reprimanded for the humiliation he caused!

After not hearing any boarding announcement, I approached the service desk at approximately 5:25 AM to ask when we could expect to board and were told our seats had been given to someone else. The plane was full and we would have to wait to be rebooked. At this point, the plane is still sitting at the boarding gate. Other people had begun gathering around the service desk as well, and it appeared the staff was having a disruption at the nearby Gate B1.

Jadwiga ** approached a supervisor that was working with both ongoing issues and was again instructed to sit down until the staff was able to get to her. The staff was obviously under stress and told everyone they would have to sit down until the staff could attend everyone's needs. We waited approximately 10-15 minutes and watched as our plane pulled away.

I walked down to the United Club to ask if/how we could get rebooked and the attendant suggested we see the United Customer Service people (down by the dinosaur). We waited in line approximately 1/2 hour and were finally rebooked to arrive in Nicaragua at 9:30 PM that same day (losing the entire day). We again requested to see a supervisor and were instructed to wait near the desk and a supervisor would be down to talk to us. We waited another 15 minutes and told the desk we would go wait in the United Club.

We waited there another hour and finally walked back to the Customer Service desk to see when we could expect to talk with someone. They were able to get a supervisor to talk with us approximately at 8:45 AM. The supervisor told us that she wanted to hear our version of the story. She had been told by the staff that had been at the Service (Boarding) desk that boarding had been announced, and our names had been called 3 times before our seats had been given to someone else.

I would venture the PA system at the Service desk either hadn't been utilized, or was dysfunctional, but it is just my opinion. The supervisor also told us that the service desk staff (specifically the supervisor), didn't want to talk with us and she would approach them and let us know how United would be willing to compensate us (with mileage points). But neither supervisors returned.

We boarded our rebooked flight and are now in Houston with a 5-hour layover. Your staff conducts themselves like a group of school children all trying to hide behind one another, no one wanting to commit and obvious lack of training and leadership skills. I realize you have just gone through a merger and are still trying to re organize, but this is not what I expect from an airline service as seasoned and established as United.

Sure, we would like compensation, but I don't imagine it will change my opinion of what has happened. I was a premier member with Continental (which has now converted to United in some manner), travel internationally regularly, but expect service and efficiency when I fly. Fouled schedules and unprofessional staff aren't where I spend my money.

The passengers, including me, awaiting luggage were tired but polite and this employee was out of control. I went to Syracuse Hancock security and asked that they send someone down to the United baggage area because there was a worker out of control and threatening people. I returned to the area and found that my luggage had arrived. I grabbed it and left quickly, not wanting to stick around to see what might happen next. I do not know if security arrived.

I returned to Syracuse on March 22nd and asked how I might file a complaint regarding this incident. I was told to go to the United.com site and direct my comments to Scott **. I am happy to speak with anyone regarding this matter. My phone is **. Interestingly, when the taxi cab driver took me to the airport for my return to Boulder in January, I told him what had happened on that January 14th evening. He said he was pretty sure he knew who the guy was and that indeed he was often inappropriate with customers. Please contact me to let me know that you have received this complaint. I appreciate your help in making air flight safe and enjoyable.

The reason for the cancellation was that on March 18th, I was in a car accident. I have hospital records if you need but my car went off the interstate and flipped. Due to this, I am unable to make the flight as I am still recovering. I have been told that I have a $308.20 credit on my account but that when I used it, I would be charged $150 for making the change. I have no problem getting a credit voucher, however I would like the $150 waived due to the circumstances.

She added that other people have been assigned those seats and there is nothing I can do about it. My assumption is that passengers with a higher MileagePlus standing than I requested 21A and 21B and United decided to bump me out of those seats without informing me in order to satisfy that customer. This level of systemic incompetence is frightening and discouraging. United Airlines continues its tradition of operating in a manner which is disrespectful to its clients. I try to steer clear of them at all costs, but it was unavoidable on this trip and I'm now paying the price. Never again.

On the other hand, if you are the lucky one and have a completed eRefund, you can not use it online and have to wait for an agent! This is the only business that does not let you use your eVouchers online or display it anywhere in your account. It seems they are hoping you will forget you have it and never use it. I only wish I did not have to deal with this airline and will try to avoid whenever possible. I hope that others who feel the same will boycott United/Continental until they treat their customers as they deserve! Shame on them!

Then I gave up and submitted an online request 13 days ago and did not get a single response. When I sent an email to the refund office, it bounced back, citing their inbox as full. That is failure at multiple levels. Tonight, I have waited 2 hours to talk to customer service and am still on hold. This is really ridiculous. I cannot believe United is still in business.

On Thursday, March 22, I have been waiting for two hours on the phone without being able to speak to an agent. Unfortunately, I had to hang up, because I could not wait anymore. On Friday, March 23rd, I got hung up after waiting for 1 hour and 45 minutes. Today, March 25th, I tried again. Waiting for three hours, nothing happened. Is there actually somebody at the end of the line?

I don't want to be cynical, but it’s very hard to listen for such a long time the same recording over and over again, how your program has improved, its # 1, etc., etc. I have been using mileage plus for 12 years, always was happy, never experienced anything like this before.

Then at 9:30, it said the time changed to 12:55 which we were fine with, and when I asked the lady at the counter, she said to go to the customer service counter and then we were standing in line and someone asked who was flying to Minneapolis, and then they gave us vouchers for the Red Roof Inn with $20 per person for the restaurant for dinner at the hotel. We got to the hotel and they didn't have a restaurant, all they had were these compressed artificial sandwiches in a refrigeration system in the lobby area. They were horrible! So when we got to the hotel, I got on the phone and waited 2 1/2 hours to get a person and half hour on the phone with them to find a way out of Houston.

Well, we finally got a reservation for the next day in the afternoon. So while we were waiting for our flight to leave, we were at our gate and it was 10 to 15 minutes before it was going to be boarding and then all of sudden, the gate changed to another gate. So everyone got up and went to another gate, then finally we arrived in Detroit to wait for our flight there and we had time so we finally went and had a decent dinner. Then we went to the gate where we were flying out of and our flight was scheduled to leave at 8:23 and got delayed to 9:40, which meant we would not make our connection in Chicago. So the lady saw how long our paper trail was, which was a lot, and connected us with a flight on Delta Airlines which was not completely full, and would take us straight home to Minneapolis.

We really appreciated her help. We paid insurance on our flight and should had never had to rebook our own flight, it should have been done at the airport and if you're going to give somebody vouchers for a restaurant and hotel, there should be one there. We had to hurry because it was late and the last shuttle bus was leaving at 11:30, so we had to get out there as soon as we could. We have flown many times and never have had as many delays as we did with your airline. We were both disappointed in this airline trip. Our flight was on March 11th.

One of the flight attendants splashed water on the passenger sitting next to me and almost the second time, if I did not reach for the orange juice in time. There was no apology and we had to ask for extra napkins. They serve without eye contact and that is how accidents happen and bad PR begins. Also, if the flight attendants have long hair, please tell them to pin it back. One of them kept pulling it out of her eyes and then scoop ice for the next passenger. When we reached Newark, NJ, two flight attendants were in the rear of the plane nowhere to be seen. The third one was at the front of the plane with her back towards the passengers. The fourth one was at the door with baggage in hand and with a very weak goodbye. By this time, it was approximately 8:40PM and we had a 10:20 connecting flight to BWI.

However, when we checked the departure board to see which gate we needed to proceed to, we found out our flight has now been changed to 11:43PM. After about an hour, we went to United Customer Assistance. There were two employees there, one was helping a customer. I went up to the other and waited, waited and waited. I could tell he was working on something, but I would at least expect a "I will be with you in a moment". I finally turned around and went back to where the line started. As I turned around and looked back at the agent, then he tells me to come back! I wanted to make sure that the plane was actually coming in and would be taking us to BWI since it was so late! We needed to advise our hotel at the BWI airport what the situation was again. He advised me he did not know, I should ask the agent at the gate and they would have more information. More great customer service!

When I did ask the agent upon boarding flight 4186 to BWI, she blamed it on Vice President Biden who came to the airport that day and it pushed all the flights back. Funny, there were only two other flights we noticed that were delayed. Right before this, they called everyone to board and another female agent came out of no where, saying something about carry-on luggage, tagged, cargo hold, put a green ticked on it. Everyone was looking at each other as she put green tags on our carry on and then moved on to the next, not telling us where to take them or pick them up. The male flight attendant on board flight 4186 spoke so fast and so low over the intercom that you could not understand half of what he was saying. Again, sounding like I want to get this day over with, just going through the motions. He wanted to get the day over with, he should have been in our shoes! All this to a full plane of passengers. No one ever explained why the plane was late coming in!

Your phone and airport ticket agents and other airport employees were very professional. Although we were booked to fly out of BWI to Coast Rica on United, your agent(s) first booked us on a flight that did not exist on the day of our first flight, March 5, 2012. We were then put on American Airlines and the senior flight attendants were very friendly and made you feel welcomed. The other problem we had, your computer system would not allow me print our boarding pass 24 hours in advance nor would it recognize my name and I could not reach an agent after trying for almost five hours. Therefore, on March 4, 2012, we booked a room and drove to BWI to see what the problem was. The agent there could not get my boarding pass to print, however, a manager was able to get one to print. At that point, I thought all was well until we returned to the airport at 4:30AM the morning of March 5th, only to be told our flight was not at 6:40AM and that was when they put us on American Airlines.

In conclusion, I feel that a flight attendant's job is to make the passengers as happy as possible and treat people with the same respect as they would like to be treated. The only way I will fly United Airlines again is if they are the only airline to my destination.

Could you please let me know the status of this as I have not heard anything regarding this damage report? Thank you.

This second ** then went a step further and told me "you'll just have to wait until we clear out all these people" Of course, that was not acceptable. So I went to another kiosk and demanded service, thereby encountering a third brief verbal altercation. However, eventually, the individual did manage to get my ticket processed and a flight assigned. I was humiliated and furious. The management was contacted (per my request) and took more than 20 minutes to come forward to hear me complain. I informed him of the experience. He was apologetic on behalf of UA. Nevertheless, process defects are rampant and obvious. The so-called leader reiterated that his staff was unskilled/untrained ("in booking tickets"), as an explanation for this horrible event. I asked him what would be done to rectify this situation and the unprofessional behavior of his team. He said that he would address the issue (whatever that means).

Bottom line and my final words to him: "I am a board certified surgeon and a lieutenant colonel in the Army of the United States. I expect nothing more than the respect that I demonstrate to the customers I serve everyday, particularly while I am doing it in the service and defense of a nation. Get your process in control. Educate and train your staff. Teach them about courtesy and respect". As I left, I had to wonder if the cavalier and careless effort to provide quality customer care correlated with their perceptions of my ethnicity/race. I was the only African American in the line (just until I walked away). Then someone who appeared to be of the same background joined the ever-growing line of customers. The same "ever-growing" line for which I was told to wait. There is simply no excuse and I do expect an official apology from the airline.

I will never fly with UA again! That is, after I use the remaining voucher. Just so you know, the voucher, I might add, is one I did not need or seek but accepted as compensation for allowing a married couple to utilize my seat earlier in December 2011. In that case, United Airlines, as common practice, overbooked the flight (which occurs all too frequently) and actually planned to deny (or at least expressed intentions in doing so) the newlyweds' joint travel to their scheduled post-nuptial events. Just doing my part to help. It seems that I have done much more to support UA than UA has ever done to support me. Your advertisements (regarding customer care and quality service) are absolutely false and should be considered a major breach, and even fraudulent. Also, needless to say, the negative event and interactions mentioned above, obviously, became a small public spectacle and played with the dignity of a military officer, good customer and more especially, a man attempting to arrange business travel. I should hope no one else suffers the embarrassment that I experienced today. Fix this craziness now!

Because of a worker’s computer issue in California, I've been flying back & forth from NJ every year for the past 4 years, accumulating over 24,000 frequent flyer miles. If I can accumulate less than 1,000, then I earn a free round trip in US.

Besides flying, there are other ways to earn miles. I frequently get emails about special promos to earn miles, mostly from shopping online at their Mileage Plus Mall. When their New Year’s promo promised 500 bonus miles in addition to the regular miles earned from shopping at online mall, it would be enough to earn me the free flight. So when I spent over $80 at SHOES.COM, where you earned 4x the miles. I thought there would be no problems with my account being credited. Especially, since I made sure to click the icon on the email, to start the shopping process.

After 2 months of getting the run around by customer services reps, they kept promising me that it took at least 40 days to get the miles credited to my account. After waiting the 40 days, I contacted them again, asking why I still didn't get miles. Their response this time was they needed e-receipt and 2 weeks to process. So I forwarded the e-receipt and waited. But still, no miles. Again, I contact them. Their response now is that their records show that I didn’t click the icon, which is an absolute lie, so I am not entitled to miles and the free flight that I earned for being a loyal customer.

I replied back to them with what they can do with their miles. Hopefully, I can earn the free flight from a different source. I won’t be flying with United! I won't ever spend another dollar with them again. When I have to fly to California this summer for workers comp exam, it will be with one of their rivals.

I did cancel the flight reservation. I was told, "Oops, system down, call again in 24 hours." We called again and this time, the agent said that the merger was causing record transfer difficulties and delays. After three hours on hold and another hour of a supervisor calling someone else, she gave me the contact information for customer relations. I called twice for a total of another five hours on hold with no pick up. I emailed customer relations without response.

I am now ready to go to small claims court if they do not reply to a registered letter. I'm not a casual traveler. I've been a premier member of United for 25 years! United has the worst customer service of any airline and I travel a lot.

My UA Mileage Plus Credit Card, which carries with it Free Baggage from UA and priority boarding, just two of the promised perks when booking a flight with it, are now worthless as the card has been dropped from United Airlines' own website as a payment option. Hence, we are now being charged for baggage and being relegated to the last boarding groups. Agents at the ticket counters are clueless and say they can't help. Even they are apparently being forced to use worthless 800 numbers only to be disconnected themselves. The anger and frustration of thousands of passengers is palpable and I want to know what recourse we have.

The next day, I called the reservation line and once again experienced a 2 to 3 hour hold time, only to be told that I needed to contact the Mileage Plus program. When I explained that I had already done so and was told to contact reservations, the agent said she could not help me, period. I then had to re-contact the Mileage Plus program and spent several more hours trying to get through, only to be told that I would be placed on hold, as the reservations department would handle this matter. At this point, I was extremely frustrated and after another 1.5 hour wait to no avail, I disconnected the call.

Several days later, the miles were finally re-deposited. Now, we are faced with the dilemma of trying to ticket the flight. Every time we log onto our account to complete the ticketing process, the website will not complete the purchase and we receive an email stating that if we do not receive another email confirming the purchase within 3 hours, we need to contact United directly. The issues with this, the flights are only held until midnight the following day and if the reservation has not been completed by that time, the reservation expires. What is a person supposed to do if they are unable to complete the reservation process? There are not enough hours in the day to stay on hold with United in hopes that someone will finally take the call. This merger is catastrophic and I hope Mr. ** is held accountable for this disaster. I make approximately 40 round trip flights a year and given the choice, I will no longer fly "United".

The other night we stayed on the phone for three hours to change our seats, which we never did because no one ever picked up. We read on the internet that people have stayed up to 12 hours on the phone to no avail and that even travel agents had trouble getting through. At the moment, we've pretty much lost our flights. Mercifully, we paid by credit card and will contest; moreover, we got insurance. Getting money back from United would probably involve talking to a person and it has been established that that is not an option. I will go around the world to get somewhere before I ever fly United (not again because I've never done it). United's behavior is extreme; unfortunately, it is endemic to the world we have created for ourselves. Bring back regulation. This little experiment in "free market flying" has failed miserably: it's not free, it's not market determined, it's not profitable and it's obviously not flying.

We landed in Chicago and were told we had to pick up our bags, contrary to what we were told in Cancun. We collected our bags and then corralled through customs and eventually connected with "unfriendly" United reps at the bottom of an escalator, insisting we put our baggage on a conveyor belt if we were connecting to another flight. We asked if we could speak to a ticket agent as our boarding passes needed to be reconfirmed and reprinted for the remainder of our journey. This ticket agent had a lot of difficulty finding our new flight changes and called Air Canada to confirm they had room for us out of Toronto. There was no link made and this was the problem apparently. She then spent another 20 minutes trying, unsuccessfully, to reprint our boarding passes and reminded that our baggage would go straight through to Halifax.

The luggage was taken and we made it to security with minutes to spare where our Duty Free was taken from us because no one explained that it was to be put in our "checked" baggage. We went back to United ticketing to ask if there was something they could do and we were told we had to pay $45 to check our two bottles! We arrived in Toronto and once again, were informed that we indeed had to get our luggage again. We waited at carousal for 1/2 an hour, no baggage of course, had to fill out forms after running around looking for help from someone as to what we were to do about missing bags before boarding our next flight. When we arrived at the gate to board with AC, they couldn't find our reservation, no link they said.

The flight with AC was very nice and comfortable, which was appreciated after 16 hours of complete nonsense and frustration. No surprise that our bags weren't in Halifax and weren't delivered to our home (by Air Canada) two days later. First and last time that I'll fly with United!

I packed my gifts to bring home is what put me over, and from Tercira island To Chicago, no one ever said a thing. I got to feeling beat-up, when your line agent, “R emailed me for his name” came up and asked what was the hold up, and the ticket agent complained about my bag and waved my credit card at him. He looked at me, handed me a plastic bag, and said “let’s save you some money, and fix up a second carry on with 8 pounds of your clothes”. That was awesome. I pulled out some jeans and a coat. The luggage is then 50 lbs. That was a 5-star service, and it made my day. That was a simple and swift answer. He was looking out for me. Thanks a lot R. It was a nice trip, over all.

I am a Gold Elite member, travel exclusively Continental for work/personal reasons but I am now considering going to another airline. I have been on the phone trying to reach an agent since Friday for an average of an hour a day and still have not been able to speak to anyone. I work in the financial industry and I am well aware of what it takes to execute a merger. I am sad to see that both companies are risking losing many clients because of bad planning and execution. The merger of their systems happened over a week ago and we are still experiencing these waiting times of over an hour.

What the ** is going on! United Mileage Plus system is not carrying over One Pass information. I have to enter credit card info over and over when purchasing new tickets. 30 years flying and this is the biggest mess I have ever seen resulting from a merger. The refusal to honor pre-boarding of One Pass elite members, a benefit that I really enjoy because over head room for carry on is a joke these days, that’s just plain **.

If they know if there is a problem, why haven't they made the rules clear to the consumer? I was told that the courtesy only applies to an empty ski bag. Please, who checks an empty ski bag? On the website, they allow a fee free bag for a ski boot bag with the boots in the bag. Why is it different for skis? I think my complaint falls under DOT violation of section 41712. Office of Aviation Enforcement and Proceedings (Enforcement Office) considers to violate section 399.84 and/or to be unfair and deceptive and/or an unfair method of competition in violation of 49 U.S.C. 41712. I have a PDF screenshot of the website if they happen to change the wording by the time this complaint is read.

We are seeking reimbursement for 5 tickets purchased 3/4/2012 for United flight 5561Y (3/3/2012) from Aspen to Denver that was delayed for mechanical problems. It took off 75 minutes late. We ran to catch our connecting flight #541Y in Denver, which also had been delayed. When arrived at the gate, the plane was stopped 20 feet from the jet way. We watched it pull away. It was the last United flight to Boston for 3/3. I stood in customer service line at DIA for 2.5 hours. The service rep then scheduled us for flight #739Y on 3/4 at 8:48 am to Chicago, connecting to Boston, arriving late afternoon.

Meanwhile, my husband held 1.5 hours on phone to reach a UA service rep. He hung up after I got tickets. We slept in a hotel in Denver and woke early to get the flight, only to find that it had been canceled. No reason given, although internet stories indicated that UA was having computer integration problems. There were no weather issues at DIA that morning. I held one hour to reach a UA service rep who said we could take a later flight to connecting to Boston and arriving around 11 p.m. Knowing of the computer issues, and based on our experience thus far, we had no confidence that United would actually get us to Boston that day, which was imperative. So I told her we could not take that offer and that we would be purchasing tickets on another airline and that in order to compensate us appropriately for the experiences of the past 18 hours, we should be reimbursed the cost of those tickets.

She said she could only authorize reimbursement for the Denver to Boston portion of our trip (a total of $1179.10). Thus far I have received no notification that UA is reimbursing us that expense. She said that to seek additional compensation, I should contact a customer care manager 8:00-5:30 during Monday-Friday at 1-800-932-2732. I called that number today, was held for 50 minutes, and hung up because I had to get to a meeting. We understand that computer integration can cause problems and would be willing to chalk this up to a few bad days for United. However, folks, like my party of 5 who were greatly disadvantaged by the communications issues you were experiencing, should be reimbursed all of our extra costs. We are seeking $2,774.00 for 5 days of tickets purchased on Jet Blue. I also request a UA letterhead statement faxed to ** stating (1) the reason why flight 5561Y on 3/3 was delayed and (2) why flight # 739Y from Denver to Chicago was canceled on 3/4. Thank you.

Attorneys: please help. This is unconscionable. In front of me in the line on 3/3 was a couple from Amherst, NH who had been on the same Aspen plane and also missed the Denver connecting flight to Logan. That means there were at least 7 paid passengers on that plane and they should have known we had arrived at the airport. How could they take off without us? That's when our nightmare began.

The stewardess walked away annoyed, as if she had been inconvenienced. When the meal came, I wanted my mother to have mine. I asked the stewardess to offer it to her. She replied "that lady does not need to eat", not knowing she was my mother, or that we were traveling together. I asked her again. She replied "she does not need food". I then said to her "that is my mother, and I would like you to ask her if she would like my meal”. She then replied that there was a company regulation stating she could not offer her the meal. I got up to bring her the meal myself, but at that point, my mother and I were no longer interested in the meal at all.

I brought it to the galley kitchen handed it to the other staff member, and asked her if there was any such regulation. At that point, the stewardess told me she was calling the captain. I thought he was going to come out and speak to us. She made up a story that she did not feel safe, and needed to be in the back. She then had another crew member bring us a misconduct form, informing us she we were under some kind of observation for being a security threat. My mother is 5'2", and 82 years old. I am 53 years old, and not much of a threat. I found that this crew member’s ability to intimidate and harass a passenger was supported by the captain, and not handled properly.

In an age when we are under real threat, we cannot have this nonsense be a part of our lives. I also fly Continental on business (first class) 2 to 3 times a month. I will never fly this airline again, unless it is the only way to get somewhere. We got off the plane, and the captain obviously realized he had been made a fool of, but he never really apologized to my elder mother. Perhaps he could have been his snarky self with me, but to disrespect a senior was very disappointing.

My wife and daughter took the two available seats and my 9-year-old son and I sat...waiting. We did not agree to be not seated. The airline gave us 4 $100 travel vouchers that can't be combined as compensation. Can you imagine, I need to pay for 4 other flights before being compensated? No compensation for rental car or hotel in Bozeman. Obviously this is not okay. I was given the airlines pamphlet on overselling seats. This states that all customers not given a flight to their destination within 4 hours, receive 4 times airfare not more than $1300 for compensation.

I paid an out-of-the-pocket amount of $78.00 plus gas for rental and $139.00 for hotel. I got into Bozeman around 9pm on Sunday and had been traveling for 38 hours, so didn't feel safe driving home in the dark in Montana, in February with my son. I have contacted United Airlines with no response. This is theft. They did not do what they were paid to do. I didn't even get to my final destination on their Dollar! Horrible airline...no wonder they are being bought out! Do not fly United! I will be hiring a lawyer.

I needed to change a flight that unfortunately for me was to fly out the Monday after their merger. Linda, the supervisor whom finally took care of the change, assured me that this would get better when things settled. However, this did not erase the complete disrespect for my time nor did she in any way offer any type of apologies for my nightmare experience. I have three emails into customer service abyss regarding this tragedy that began at two o’clock Saturday, March 3rd and did not resolve until 7:00pm Sunday, March 4th.

I had three phones in my house playing the United messages over and over like something out of a bad horror movie for over 3 hours on Saturday and finally gave up. Then today, after 1 hour 50 minutes, I got someone in a call center in India that must have been new on the job because he completely messed up everything he did. I then had to start the painful process over again to fix what he had done taking another 3 hours.

What I finally figured out was that if I chose the option of booking a ticket rather than changing a ticket, I was promptly (37 minutes) greeted by a native speaker in America. This is a horrible message to send to their customers. They take our money in America but to get it back, we need to go to India? Not OK!

After many excruciating hours and being horribly sick on top of all this (illness was the reason I had to change), I reached a very nice person who suggested I speak with a supervisor. She told me it would be about 20 minutes; it was 1 hour and 14 minutes. Linda (supervisor) in Houston did end up taking care of the change but could not have been less sympathetic and did not want to hear about my experience. She failed customer service 101. If you can’t do anything about it, at least apologize and let the customer vent.

What she should have done: Offered to waive the change fees or at least offer me some type of travel voucher to compensate me for my valuable time. If she does not have this type of authority, she should not be a supervisor. Puppet supervisors only aggravate a situation and especially this one. I have been with Verizon for 16 years because of their stellar customer service. I have ordered shoes from Zappos because of their award winning customer service. I myself have run a successful service business for 20 years because of our commitment to our customers.

Anticipating this merger, they should have set up extra call centers and instructed all of the reps to shine. Instead, they made me feel penalized for their merger and have now lost me and as many people as I can take with me for something that could have easily been avoided. Maybe they do need to enlist Tony Hsieh or at least have all your people read his book, Delivering Happiness. It really costs very little to keep a customer and so much to lose one. Shame on you United for turning the once friendly skies into the most unfriendly skies in the air.

On our return, the flight leaving San Antonio to Dulles airport went smoothly with the exception of a non-working lavatory (really). There are many people with medical issues which obviously would make this a very uncomfortable flight or worse! On arriving at Dulles, we only had a few minutes before boarding our connecting flight to Rochester, New York. Once at our gate, we approached the desk attendant to discover they did not have any seats left. We were told that they had overbooked the flight (Quote: their policy) and they would make an announcement before beginning to board hoping other customers would give up their seats and stay behind for a credit of $400 towards another flight with United.

With takeoff time drawing near, they began boarding the aircraft. During this procedure, they informed us that they did not have four seats available. They requested we leave at least one of our family members/friends behind. There are four (4) of us! Not only behind, also not having any knowledge of when they could return to Rochester since there were no available seats on any other flight for the next couple days (minimum)! We were offered one (1) voucher for $400 towards another United flight good only within the next year and a taxi ride to a hotel. Why would anyone fly United after being treated this way and it’s awfully bold and presumptuous of them dictating if and when we would be capable of using the voucher? We are people, not cattle and have no idea what life will bring in the next year.

After quickly discussing the situation and considering all factors in our circumstance, between the four of us, we decided the best alternative was for all of us to stay, rent a car (from Hertz costing us an additional $370) driving back to Rochester airport, where our luggage and vehicle would be waiting for us.

(1.) We were not going to leave one person behind (how ludicrous is that). (2.) We all had to return to work the next day (otherwise losing time and pay) which unfortunately none of us can afford. (3.) Our luggage was on its way back to Rochester leaving us without any of our clothing/personal items. (4.) We brought only enough meds (to include pain medication and blood pressure meds) for the day in our carry on so medically we were in trouble!

In stating all of the above, we do not understand how a company would knowingly put its customers in such a position. Their employees were not helpful and seemingly indifferent to the situation. The gentleman whom referred to himself as the supervisor kept repeating it was their policy to overbook and they had every right to do so leaving us stranded. United/Continental had no problem taking our money last October for those seats and we trusted in them to have those waiting for us on the exact day and time we confirmed them for.

We believe it is only right and fair for the four (4) of us to be compensated (refunded) for our additional costs (rental car) and the 4 seats flying from Dulles to Rochester of which we were forced to not use as they would not let us on the airplane!

She told me that she could give me a travel waiver that we have to use in the next year, but that the travel waiver would be for the full $810.60, and would allow us to avoid the horrendous charges (I think they were approximately $300) that we would have been charged for changing our tickets at that time. I accepted her offer. The problem now is that even though I've spent more than 3 hours on the website, I cannot figure out how to utilize our voucher, and with the deadline drawing near (only 26 days away), I am panicked that I could lose the waiver. After not being able to figure out the webpage, I contacted customer service last week, and got an electronic response that they have no record of the waiver.

Please help me. I don't know which way to turn. I am not asking for any additional compensation, I only want to be able to utilize the $860.10 waiver that I am entitled to. Please show me how!

I have been staying in China for over a year now, and I did not have any cell phone service nor did I have any USD currency with me. She told me there was nothing she can do because the flight was canceled due to the weather. She told me to use a credit card to book a hotel and that it was on my own expense. I had to stay in a hotel that cost me $350.00 that I cannot afford to spend. I have had this flight booked for over 2 months and I was told in China, 18 hours before my flight to Cleveland was going to be taking off, that this flight was "pending" because the flight wasn't full.

Now, I was told two different reasons on why this flight was canceled. I understand safety, but this was clearly a decision that was based many hours before the flight was to actually take off. There were still other flights leaving (and continued to leave that night) at the time I found out my flight was canceled. I have always used Continental as I do much flying, but my flights are constantly being canceled or rerouted. I also booked a return trip back to China, going the same route (CLE-ORD-Shanghai) and now, my itinerary just shows ORD - Shanghai. Somehow, my flight to ORD from CLE was canceled/missing. I spent over $1,350.00 on this flight and now, it has cost me hundreds more.

I am also a member of the Continental Plus but will be canceling my membership as soon as possible. I have sent the above email 4 times to various email addresses provided on Continental's website. All of these emails have gone unanswered.

Then around 4:30 pm, they announced that they were cancelling the flight. We were relatively lucky and got in line to rebook. We were about 12 people back in line. They booked us on a flight to San Diego that night (February 9) and they we flew out in the morning from San Diego around 9 am to Honolulu. We ended up arriving in Honolulu around 2 pm on Friday February 10 when we were supposed to land around 2 pm on Thursday February 9. [That is over a 24 hour delay]. And when we arrived in Honolulu, our bags had not arrived yet, they came about an hour later. I had already paid for a house for the weekend and a rental car in Oahu. That put me back at least $350.

Also, we had major issues getting our rental car because we were over a day late, even though we had called them. It was a major hassle. In addition, we lost a whole day in Oahu, when we were only staying for four days. We were not able to see or do some of the things we wanted to do because we lost a whole day. We did not get to see Pearl Harbor or Waikiki. While each person in our party got 2 $15 meal vouchers while we were delayed and then they put us up in a San Diego hotel for the night, we did not get a compensation for our missed day in Oahu.

On our way home from Kauai on Tuesday February 21 (we changed islands in the middle of our trip, it was part of our itinerary), we had a 2 pm flight to San Fransisco from Kauai. That flight was delayed over three hours and it did not take off until 5:30, which made us miss our connecting flight out of San Fransisco at 11 pm. We were then put on another flight to Denver then home to Pittsburgh. We were supposed to be home around 10 am on February 22 but did not land until close to 2:30 pm. They also gave us 2 $15 meal vouchers per person and a hotel room in San Francisco.

My husband decided he would stay behind because we had no other choice. I had said the four of us wanted to stay together as a family and they told us the next day flight was also overbooked and the chance of four of us getting on the next day flight was slim and they could not guarantee the one seat either. We were told they would take my husband's bag off the plane, that never happened. He had no luggage. After the three of us boarded the plane, I spoke to many passengers and they admitted getting on line after me without any pre-printed boarding passes. This airline was so rude and traumatized my daughter. She does not want to get on a plane again. I am staying clear of this Continental Airlines.

We filed a complaint along with receipts for the bus fare and a request for compensation for spending a sleepless night in the airport. This has been pending since July 2011 (over 7 months at this writing) and all we have received is a standard postcard saying sorry for the inconvenience. We have not even received reimbursement for the bus fare. Not only were the Continental flights unreliable by not providing a pilot, but their customer service has been literally non-existent and an insult. After reading several other complaints, I see that avoidance seems to be their standard practice.

This is a horrible scam on the part of Continental and needs to be stopped. I did have to buy a completely new ticket, but did so on another airline at twice the cost of my original. At this point, Continental owes me $500 for the difficulties and expenses they have caused. I am considering small claims court.

Since there was so much time between the current time and the scheduled departure, I asked if they could bring another plane to Cleveland. But no attempt ever seemed to be made to do that. The times continued to shift out. And when it was indicated that departure was at 11 pm, I asked to be rescheduled and for a hotel voucher and was denied. I made a fuss and finally that was done. I was angry at the callous disregard for the customers. There were no apologies, no offers to reschedule, and no attempts to find another plane. As a result, I was stuck in Cleveland overnight with no luggage, and missed my daughter’s final high school swim meet of the season. I will not fly Continental again unless there are no other options.

Then I tried to plug my laptop into the plug points provided on the plane and guess what—it’s not working with the inflight entertainment. Fine, but two screaming kids--no way to get away. I pushed the help button to get a hostess to inquire about something and it took 2 hours and 15 minutes for anyone to come to assist (extremely disappointed now). Then the last thing that really upset me was that my girlfriend is vegetarian and we wanted to get a vegetarian meal. Guess what? We could not have one even on the charging menu you can't get a vegetarian meal apart from a cheese plate. We understand that we should have requested a meal prior, but we did not. Again, the flight attendant could not even relay the message back, give feedback or anything. They did not even know what meals they were serving as we were one of the first to be served. All I can say is, wow. Finally, I will never fly again with them.

He said that he can only serve one drink per customer at the first round, so he could only offer OJ but not water. A few minutes later after the first round beverage serving, he told me that he could not serve water because the plane was ready for landing but he and another flight attendant had two serving rounds afterwards. Then he said that he ran out of Coke. I requested Coke to replace water after repeated refusal; he later gave me an opened coke and claimed that another customer did not want it, so he could give it to me. Then he asked me to remove the napkin from my used cup so he could pour the coke. I was simply stunned and speechless! How could he possibly treat a customer like that?

I was also terribly threatened by Dustin who told me that he would send me to authorities after landing after I pushed the service button twice, asking for water. I flew quite often on business and pleasure, and this is absolutely unheard of, the worst, horrible, harassing, and discriminated experience of my whole life! I did not argue with him on the flight as I did not want to disturb other customers. However, I am writing to formally complain now, so similar cases would not happen to other flying customers, to request removal of Dustin from his duty in air and request a full refund!

She was a nervous upset mess, and the only compensation was a $15.00 food coupon!

As the airport in St. Louis is about two hours away that would have meant they would have gotten here at the house at 8:30. They had to leave at 6 am in the morning to drive back to Pittsburgh. The option from the airlines was for them to fly back to Pittsburgh from Cleveland on February 12. We chose this option as there was not enough time for them to adequately rest before driving 12 hours straight through. We still have to have them come back and we will try again in a couple of weeks. I know Continental Airlines has no control over the weather and all precautions for safety were taken. I would like to know if we could get a voucher for the two tickets. The two passengers were Shayne ** and Rachel **. Thank you so much.

I wasted three hours on Friday, February 3rd 2012, to drive back to Houston not knowing whether or not my luggage would be there. I did receive the luggage and complained that the phone number on the pamphlet is not good unless someone answers the phone. I should be reimbursed for my time, rental car, and gasoline because of this inexcusable incident. I do have witnesses to this occurence.

The very nice people at the B&B take me to him twice a day, to let him out, and give him food and water, and spend time with him. Today, I spent nearly four hours sitting on the dirty concrete with him. He and I are both covered in warehouse dirt. I'll go back to see him again tonight. Continental brags about their system, their Houston kennel, and their QuickPak. Continental has (had) a good reputation for transporting pets. When I get my traumatized dog to San Isidro, you will hear much more from me. I am in San Isidro now, but have no internet. I was able to send this, and can go to a coffeehouse to check my email.

The form would only take my Chicago phone, but I won't be there until July. Costa Rican mail is completely unreliable. We rarely even check the box. Please use my email address.

In November, we are re-billed $1,200 plus for the flights we had already paid for and Continental and United agree they overcharged us but won't credit our Visa. This is since November. The flights were originally $539 each and when we re-booked the flights, they were $239 each. However, we did not get the credit and we have been re-billed $1,200 plus.

Please help. We want our Visa credited at least, if not the refund, but for the cheaper flights.

I was to arrive in Antigua in four hours. I arrived at 12:20 AM, on Sept. 4th. The airport is closed, except for customs. The baggage handlers are gone. LIAT never answered phone calls. The clothing arrived on Tuesday afternoon. My sisters arrived on Friday. I had to purchase clothes. Who can we send the file to for help. They have ignored us completely. There is no local number for LIAT, and I sent two emails, had someone in Antigua contact them, and also had a reservation at airport promise to give Mr. Anges, who we had spoken to, when I had to take a cab to airport to pick up the luggage. It cost me an additional $32.00. I want to send info to someone who could help, and put the word out there that Continental/United/LIAT are irresponsible. This was truly a trip from **.

I explained the Continental Staff at the San Diego airport, that this is an international travel, with a connecting flight operated by Qatar Airlines from Houston. Also, I showed the itinerary/e-ticket that clearly states "baggage: 2 pieces per traveler", the staff stated that the airlines policy changed, and also that the e-ticket does not indicate 2 pieces per traveler, at no cost.

I reviewed the policies, and I am pretty sure that they have charged me for no rhyme or reason. Also, it was the very first time my wife was traveling all by herself, on an international travel. I had to cough up this ridiculous amount, as I wanted her travel to be as smoothly as possible. To say the least, I am thoroughly disappointed with the level of support provided by Continental Airlines staff at San Diego airport.

They were disinterested, and never ready to acknowledge my status or figure out my complaint. Now, I have my travel to Hyderabad on February 14, 2012. How better can I explain it to the staff, that they should not charge me for the 2 bags, as I am entitled to carry them. As a premier airline, it is Continental Airlines' prerogative to offer the best possible support to the customer, and see that the service and the customer are both satisfied. If either of them fails, it would be disastrous.

I would sincerely appreciate it if my case is reviewed at the earliest. I have registered a complaint (reference number: 5144721) with Continental Airlines on their website. However, I have not yet received any response. As a customer, I seek an explanation from Continental to know how they are going to handle my case and how would I be compensated.