United Airlines Reviews

30 min. before landing the flight attendents announced that Honolulu to Denver flight 86 (which we were on at that time) had already left LA enroute to Denver and that we could continue on flt 2004 at gate 68 a short ten minute walk from our disembarking gate. Arriving at gate 68 we were informed that flt 2004 was full, had been full and was actually overbooked.

At the customer service counter another sullen United employee (apparently the customer service counter is some sort of United Airlines Siberia where the inept and especially sullen are kept.

We are put on standby for the balance of the day, 7 more hours in LAX.

I used that time to observe United Airlines Standard Operating Procedure.

It seems that AM flights from Hub to Hub (Denver to O'Hare for example) are fair game for cancellation. The plum for United Airlines is flying fully loaded airplanes in the afternoon. They seem to look at a flight schedule as a guideline to be followed if it suits United Airlines. Their employees strive to drag each and every minute out, help as few as possible and whenever possible send customers with a problem to someone else for them to deal with, in another line of course.

Well the first flight was ok since it was so short,the fact that our seats didn't recline too far or that we didn't have leg rests was not a big deal.

Upon arrival in Chicago, since we had a 2 hour layover we went to the First Class lounge, only to be turnued away and told that it was for International travel only. Most international flights are actually shorter than going to Hawaii. When we finally got on board,we were shocked to see the following:

1. a horribly dirty cabin,with food everywhere and coffe splatters on the armrests and window.

2. seats that were barely wider than coach.

3. no legrests.

4. a hole in the wall next to me(seat 1A)big enough for me to put my arm through with visible insulation.

We felt ripped off, swindled in every way.If we had paid $300 for our tickets then I would have no complaints. However we paid in excess of $3,000! On the way home, we flew from Kona to LA, same dirty cabin with terrible seats and the red eye from LA to Baltimore not only did the seat barely recline but the bulkhead was so close that my husband(he is 6'1) couldn't even cross his legs!

This was all in first class!br>

We ended up sleeping in the Cancun airport on cold marble floors because the Continental reps wouldn't do ANYTHING to help us w/ meal vouchers, or even try to arrange for emergency blankets, pillows or even drinkable water (USD$6 for 1 liter bottle in airport convenience store!) My husband is 57 w/a bad back. The hotels jacked their prices because they can and it was the towards end of spring break - they were eager to make more pesos! We had to 'buy' drinkable bottled water at $6USD a bottle! We couldn't take more than one night of this!

Thus, we ended up buying one-way tickets through USA3000 (who by the way were 'wonderful' to us) and flew to Newark. We 'had' managed to get tickets into Cleveland (anything at that point!) and got switched to Newark through USA3000 to Newark because Continental told us that when we reached Clevelend... we'd end up being sent to Houston (which was backed up too because this is their only other major hub)before we could get sent back to Portland Maine. We were stuck without a connecting flight whether it be Houston or Newark.

Once we got to Newark, Continental STILL put us on standby until WEDNESDAY; here it is Sunday! We ended up buying bus tickets from Newark through NY and Boston to finally return home to our airport destination in Portland Maine on Monday 11:00am!!!!! So... $900+ later, we finally arrive home and Continental still says...it's an act of nature - there's nothing we can do for you. Thus... our Round Trip Tickets only worked out one way and they won't refund us the difference or comp us a couple of tickets to use later in the year or 'anything'! WRONG thing to say to a consumer!

He didn't even ask me any questions. He rudely told me to get off the plane immediately. After I got off the plane I had asked to speak to an officer and the officer that I spoke to didn't believe that they would kick me off just because of that and refused to give me a complaint form. I think it is wrong of Continental to act that way towards their customers. Show a little respect. I don't know if it was because I am a 21 year old college student or what, but I have never been so humiliated in my life and this was ridiculous.

Then she began to write numbers down on a sheet of paper and said it was actually an additional $254!!! We were even more shocked. My mother-in-law did not have enough cash so I paid with my credit card. Miss P.T. said that it was a total of $381 because of the extra bag charge PLUS the overweight fee - she also claimed the bag weighed 63 pounds which is NOT what the scale said. The agent also stated that it would actually have been $381 for the extra bag alone PLUS another $127 for the overweight but she was combining the fees to save us money.

Well, my mother-in-law is 72 years of age and was becoming upset so I paid the fees and we left so she could make her way to her flight (we also had to order a wheelchair for her to get to her gate.) I am just furious and frustrated because I look on United's website and it clearly states that for domestic flights only (WHICH THIS WAS) any excess baggage will be charged $85 for the 1st & 2nd piece on additional checked baggage and $50 charge for any weight over 50 pounds. It also states if the baggage is BOTH an excess piece PLUS overweight the charges will be combined. $85 plus $50 does NOT equal even close to $381.

I disputed these outrageous charges and I expected to receive a response and FULLY DETAILED EXPLANATION for these charges however all I got was this form letter which only apologizes and said they would send me a discounted travel voucher. I paid enough money to be able to fly WITH my mother-in-law to LA and have the bag go through for free. I am still asking for a credit to my credit card and not some stupid voucher. What robbery!

Two days later, back to SFO airport. Still no bag. Added information to the report to give UA clues to trace down my back. Two whole weeks of calling and talking to agents, customers service ...... To come short, one hour before I left SFO for my return to Amsterdam, Baggage Services SFO was unable to locate the bag. What surprise when I arrive in Amsterdam on January 6th 2007 that Amsterdam Baggage Services could read in my report that the bag was found at December 29th 2006. Almost 10 days later, hours calling to different agents in Amsterdam and Costumers Service and Baggage Services UA the bag is still not at it's final destination (Livermore). Nobody is able to speed up the process to send the bag, which had been identified on Wednesday January 19th to be mine. The bag is in Chicago and the only thing they have to do is to respond to all the messages send by different departments and services of United Airlines.

My stay in Livermore was ruined, because of my stressing out about the lost bag. The bag contains parts, en curtains off 4 rooms if our new home in Livermore. I was unable to finish my hard labour and celebrate Christmas and New Year with a decorated house. Essential parts of the curtains of those for rooms are missing. That is very frustrating and I am afraid that the bag will never get to California. That will mean that all the curtains have to be redone. Two and a half month of work and creativity is wasted by the lack of services from Baggage Services in Chicago. How hard is it to get that bag on a plane and send it over. It could have been on it's final destination on December 29th.

No wrong, the bag is in Chicago and Amsterdam and Customers Services are not able to make Chicago do their job by giving me the service I deserve as a loyaal frequent flyer off United Airlines. Unbelievable to know where the bag is and not able to get a hold of the people who work at that department. I really have my doubts about internal communication of United Airlines. I have spend to much time and non toll free phonecall to get some information. Up to know the bag is in Chicago ..... Will be continued.

Though it may not look like it, I actually tried to be concise and left out details of some of the incompetence, dishonesty and discourteousy I encountered during my recent trip. A quick browse of the internet regarding complaints against United Airlines reveals it is awash in complaints, far more than is reasonable. Anecdotal evidence from friends and relatives substantiate what I found. I can't believe that an airline, a first world airline, could be this badly run, or have a company culture with this bad of an attitude and continue to operate.

To Summarize my complaint: My flight was cancelled due to mechanical difficulties. Though the cancellation was made 24 hours in advance, no arrangements were made to put me or my traveling companion onto another flight. We were lied to repeatedly regarding our prospects of getting a seat on another flight. Several flights later, arriving at San Francisco, we were told that a customer relations agent would meet the plane and give us information on where to make our connection. No one met the plane. After checking for ourselves where to catch our connecting flight and running through the terminal, we arrived at the international counter only to be berated by United staff for being late and had our passports rudely tossed across the counter back at us.

Were forced to stay overnight in a nearby motel with no luggage. Arrived the next day to find we were on standby again and told we could not get out of the city that day as the flights to Tokyo were full. After finding out that the flight in fact had several empty seats in a more expensive section we had to fight with staff for an hour to be allowed on the flight. Were told that our luggage was on the flight but arrived in Tokyo to find it was not. Were told it would absolutely arrive within two days. When it did not arrive, we called to find it had not left the US yet.

Mechanical failures, I can understand, to a point. Even forgetting to make arrangements for passengers who have had their flights cancelled can be forgiven to an extent. What I find inexcusable is the inability of United Airlines staff or management to take any responsibility for the situation. What I find intolerable are the blatant lies or exaggerations we were told in order to get us to leave whatever counter we were at, passing our problems along to the next UA personnel. What I find ridiculous is having to explain our situation and circumstances to each new UA staff we encountered because no one had bothered to relay the information.

What I find unforgivable is the discourtesy I received several times throughout the 48+ hours we spent trying to get home.

We then went to the Customer Service desk in the baggage area where there were 3 ladies waiting to go home. One of them took our information and filled out a claim form for us. She said that the bag had scanned onto the carousel and that someone else must have picked it up by accident. We told her that we didn't think that was the case, because there wasn't a similar case left at that carousel. Then she said it might have been lost off of the belt underneath that floor. She called someone who said he didn't see a case there. Then she suggested that our case might have been picked up by someone else and theirs was sent to another destination.

We thought that was highly unlikely and coincidental. She said that it would probably arrive overnight and would be delivered to our hotel the next day, but it wasn't. We looked through the cages of lost luggage, but ours wasn't there. The following day we went back to the airport and again toured the cages full of lost luggage. Ours was not there. Signs on the carousels stated that videotapes were made, and we asked if we could look at them. We were told that we couldn't but that United employees would do so.

We left with an 800 number we were told to contact for updates. We noticed when leaving the baggage claim area that there was no security and the doors to the streets were a matter of yards from the carousels. There was nothing to stop a thief or thieves from entering the area and leaving with luggage. Baggage tickets were not checked to make sure that people were leaving with their own items. When I asked the lady at the baggage claim area why this wasn't the case, she said that people didn't want to stand in lines. I believe it's because airlines don't want to pay someone to do that job.

But the flight dropped us on road at far end corner of gate F14 and from there I had run to gate C16 to catch my connecting flight which eventually I missed by 2 minutes. Due to all flights being overbooked the United representative could not give me confirmation till Mumbai (BOM) and mentioned I might have to stay at Chicago and even at London to see if there are any availability, but they cannot say for how long or for how many days. Since, I was traveling with an infant I was not comfortable traveling without getting any confirmation when I will be reaching to my destination. Hence, the representative asked me to cancel the tickets and get the refund and go back to St. Louis.

I agreed to that and they gave me 8:05 PM on December 2nd, 2006 confirmed ticket from Chicago to St. Louis. The flight was delayed by half an hour then one hours and they mentioned it will go at 10:30 PM due to malfunctioning of aircraft. Finally, the aircraft was ready to go but the Pilot left at 10:00 PM and they did not had any backup pilot.

They provided accommodation at Holiday Inn Hotel where I reached around 11:30 PM and all restaurants were closed. I was not provided with any vouchers for dinner/breakfast/beverage. I asked the United representative to release my luggage as I didn't have enough clothes and diapers for my baby. But they refused. I was given next day flight at 9:30 AM, which was at gate C1 then C3. Again, the flight was delayed due to maintenance of flight and finally at 11:00 AM they boarded us in flight and found there was some problem with the flight and need some more time to be fixed. At 11:30 AM they announced the flight has been cancelled and we need to go to the customer service and get some other flight.

After standing for an hour in line I finally got my turn to talk to the representative, believe me no help they were absolutely blunt and discourtesy. They gave me flight for 3:30 PM at gate F14, when I reached there, again the flight was delayed by 2 hours. After requesting and begging so much to put to different airlines or release my luggage so I could rent a car and drive back home, they didnt help me and instead they put me in standby to earlier flight UA643 and asked me to go back to gate B3.

I have called them numerous times and was told to call one department after another. I was then told to fax my information to them. Last month, I reached someone who told me they were working on my claim. As of 12/29/06 I have not been reimbursed. Please note they have a series of taped messages, none which addresses stolen property from luggage.

After checking on December 27, both by phone and by online search engine, the status of my bag was unknown. By Thursday, December 28, I was able to contact an agent through the 1800 line who then infomed me that the courier service made an attempt to contact me on December 27, 2006 and that my bag was returned to the airport for me to pick up. The update on my online information is that my baggage was scheduled to be delivered on December 26. I live in NY and the cost to go the airport and back in both money and time are too much for me.

Ruined family vacation and incurred more than 1,000 dollars in outside expense

So I consulted with my girlfriend and we were both at a loss to explain what I did wrong to offend the stewardess. I still needed a tissue for my dripping nose, so I started to go back to the bathroom. Because I have 50% loss of hearing in both ears, I read lips and cannot hear someone if my back is towards them (especially in an airplane). Apparently Ms. Soden had been yelling at me to take my seat. I didn't hear her since my back was to her. The bathroom was locked and when I turned around I noticed her yelling as I returned to my seat and could read her lips. Since she wouldn't stop yelling, I told her she was being a pain in the ass and that I was going to report her when we landed.

She had other ideas. She called airport security and told them I had disrupted the plane by physically threatening her and called her an ass face (both claims are false). Both my girlfriend and I were escorted off the plane and had to file police reports. I now have an FBI record through Ms. Soden's gross misuse of authority and airport security.

Since that was the last flight, my girlfriend and I had to stay an extra night at our destination which the airline did not pay for. We both missed the next day of work. When I called to complain, the Continental complaint supervisor Mr. John Jackson seemed exasperated with me from the start and wouldn't allow me to relate to him my side of the story or my purpose for calling. He then lectured me, NEVER, NEVER, NEVER, NEVER use the call button to call a stewardess! Call buttons are only to be used in LIFE THREATENING circumstances. Stewardesses are not waitresses and if they hand out pillows and blankets it's because they're being nice. This whole incident was caused by you since everyone knows you NEVER push the 'call button'

I, myself, have never known that it was faux pax to push a call button. Nor do I think it is common knowledge, if it is in fact the case that call buttons are only to be used in life-threatening emergencies. I actually spoke to a retired Air Marshall for the FAA about this bogus claim and the Marshall supported my claim saying that he had never heard such nonsense in all his life.

Damages: I had to cancel two lectures.

Continental Airlines so called policy only seems to be in place when it is conveinent for them.

When we entered the flight in Seattle, the air hostess, asked us to check the hand luggage as there was no space in the flight. When we reached Newark, we were asked to collect the luggage in the baggage claim along with other checked luggage. When we received our hand luggage at Newark, we were shocked to find that my luggage was in an open state. As soon as we lifted it, all my things started falling down. Then we started noticing that my pink file and jewel box was missing.

The loss I have encountered is huge and the mental agony of getting all my duplicates back is unexplainable. My further travel plans are all cancelled as I require all my certificates to apply for a visa to any country. This incident has made my life miserable. If the Continental people would have involved little more in my problem, I am sure they could have found my items, just in the basement where the baggages are thrown, or at least they could have made an effort.

We are out over $7,000 in goods we purshased. I saved long for this trip. The airlines acted as if we were lying. This money that I should have received was needed for bills I had to pay for the articles we purshased.

Why did I pay more money for my pet to travel on this airline for this type of care? I was offered a much better rate on a different airline but because of what I heard about Continental's service, I decided to spend the extra money for my dog who is like a family member to us.

THIS is how our men and women are treated when they arrive home from the East for a little rest and relaxation? Thats Just plain WRONG! Unless absolutley unavoidable, I will never use either company and I will deter anyone ever using these airlines! You can use my full name in this article if you decide to publish it! No shame here! Mahalo, Mrs. Amy Merchant

I and my husband were seated in the very first row of the handicap section to make sure I won't be surrounded by smokers. Upon boarding I was to inform the steward about this potentially life-threatening situation. They had the power to discreetly address and handle this problem.

The first part of my tale begins: I'm heading for Phoenix. Being a severe asthmatic I always travel with a portable nebulizing system (for life-threatening asthma). Upon booking my flight I was told by an airline supervisor (who came specially on the phone) that I'm to keep my medical equipment with me at all times during the flight and not in the overhead bin. This saves time in an emergency and keeps the airline out of trouble (I was told).

Upon boarding I explained the passenger problem and was assured that it would be handled discreetly (great, I thought). I placed my medical equipment next to me on the floor and took my seat (it won't fit under the seat in front of me). A flight attendant came by and said I had to place my nebulizer and my handbag (which also contained medication for the nebulizer and an epi-pen for severe allergic reaction) in the overhead bin. I explained that it was a nebulizer for a severe asthmatic and also that my handbag contained medication. I further explained that I was told by the airline to keep it with me and not in the overhead bin.

At this point he became rather rude and loud insisting that I place both my handbag and the nebulizer in the bin. I'm getting rather agitated at this point and terrified that an air Marshall would soon appear and arrest me for something (not good for a severe asthmatic and I can feel my chest getting tight). Again calmly I explained it was a mobilizer for a severe asthmatic and my handbag contained medication.

After explaining this several times he replied very loudly and rudely, "You should have said that it was medical equipment and If you don't mind tripping over it then I don't care". I apologized for not saying that was it "medical equipment" -- I assumed that I was dealing with an intelligent person who would have at least understood the words "a severe asthmatic, medicine and realized that a nebulizer was essential". The fact that I was traveling with a piece of medical equipment and that it was red-flagged by the airlines wasn't informative enough for him.

He also demanded that the woman who was seated next to me (also an asthmatic and using a cane) place her handbag with all of her emergency medication in the overhead bin.

Now the second part: I was returning home to Newark. On my return flight home I informed the attendant at the door of the aircraft that I was told they had the authority to handle the possible smoker passenger problem. I was assured that they could and it would be taken care of. Shortly after my husband (not I) was called to the front cabin and informed that they can't discreetly ask the person seated next to us if they were a smoker because it was an invasion of privacy. I would be moved to another seat (placing me at greater risk) if it was a problem.

I must suffer the consequence of the scent, go into a full-blown asthma attack and risk the possibility of death whenever I'm forced to use an aircraft. I was lucky this time my fellow was not a smoker. This is huge problem whenever I have to fly.

One agent says that the stewards have the authority to inquire and move a passenger when it is necessary and once I get on board they say it's an invasion of privacy. In addition airport security felt it necessary to examine my medical equipment and all my medicine without the use of gloves even after I explained that they were handling medical equipment. I was forced to sanitize everything before using.

We are recently relocated to Washington State (Seattle Area). I had my original flight confirmed from Denver - Hong Kong leaving on the 8th of June. I wanted to depart from Seattle to get my transfer flight to San Franciso to Hong Kong. I knew they might charge me some cost for the itinerary and I'm ready to pay. However, they said it is impossible to change anything. I can either cancel my original flight, buy a new one way ticket US$970.70 from Seattle to Hong Kong or get a one-way ticket fly down from Seattle to Denver for catching my international flight. It will cost me US$150 + hotel stay over night in Denver + taxi cost. If I have to return to Denver to catch my flight, I need to take more than 48 hours to go Hong Kong.

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

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

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

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

On April 3, 2004, we (two adults and one child) were scheduled to fly to Cancun, Mexico, at 8:00 in the morning. We had reserved our flights and hotel accommodations in February, through Expedia.com. Although we arrived at the airport at the time required for International flight check-in, we were misdirected by Continental employees about where to stand in line. As our flight was a direct flight from Newark to Cancun, we went to the international departures. There we asked a Continental employee, who said that we were in the right area. After about half an hour in line another Continental employee went around telling people that the Cancun flights should be checked in from the domestic check-in counter.

After wrestling our way out of the line and running to a different floor to the domestic counter where we had to stand in line again, we were told that we were late. Apparently, on weekdays the direct Cancun flight leave from the International area, but not on Saturdays. Even your own employees were not aware of this detail.

The Continental agent said we were too late for the flight, although it still had not begun boarding, and would not listen to our explanation about having been misdirected, although he checked our bags for us but only after making us wait much longer than it took all the other agents to check passengers in. When we arrived at the gate, still before boarding had even begun, we saw that people who had been in the check-in line BEHIND us were being allowed to board. We were bumped from this first flight, with no compensating flight or offer. We were then bumped from the three remaining flights that day. Not only were we bumped, but we were also promised and then denied seats several times.

We were skeptical, because we had arrived in time on Saturday, too.

We also had no luggage, and no one knew where it went. When we arrived at the airport Sunday, we were not allowed through security, and so were at risk of again being told that we were not there at the appointed time. Fortunately, after trying four different security areas, we were able to get in. We noticed that when people were bumped from our flight, they were ASKED first, and offered a feasible alternative or compensatory ticket. No one had given US that option the day before. We arrived a day and a half late, completely miserable, to our vacation destination, which had been the subject of much happy anticipation since February.

We were left only two days of relaxation, the only consolation being the appearance of our baggage.

I have been flying a long time. In fact I used to be a flight attendant for Delta. I have never been treated so badly.

I travel 18 weeks a year as a professional underwater photographer, travel writer, and web designer. I am the Digital Editor for Fathoms Magazine, and a frequent contributor to Rodale's Scuba Diving Magazine and Asian Diver Magazine. I am sponsored by Light & Motion Underwater Housings, Henderson Wetsuits, Inon America, and several other large manufactures of underwater photographic equipment. My work is devoted entirely to the dive and travel industry. In addition to travel related articles and photographic and web design assignments, I teach digital photographic and video workshops for the Aggressor Fleet, one of the largest liveaboard dive operations in the world.

Among the included documents are 2 that are specifically relevant to this situation: 1) Included is my schedule for an Aggressor Fleet Digital Workshop, which was to begin in Belize, today, Saturday April 3. I was contracted to do 2 workshops aboard this vessel: April 3-10 & April 10-17. I was to be paid $2500 per week for each workshop. 2) A letter of assignment from Rodales Scuba Diving Magazine for underwater and topside photographic images from Belize for their upcoming August issue. I was to be given the August cover shot for the magazine for a fee of $1000, as well as submit a finished article and photographs to be used in the same issue.

As a professional underwater photographer I am required to take a large amount of photographic and diving equipment with me wherever I go. It is often necessary that I take 2 large waterproof Pelican cases for my photographic gear and a 3rd duffle for my clothes and personal items. As an experienced traveler, I am totally aware of baggage size and weight limitations both for domestic and international travel. Both of my equipment cases are well within these requirements, as is my personal luggage bag.

Prior to the flight in question: CO 786 LAX-Houston April 3, 2004, I consulted the Continental website to verify the size and weight requirements, as well as the charge that I would incur for my 3rd bag. I also contacted One Pass Reservations by phone to confirm my reservation. At no time, either on the web or on the phone, was there any indication that I would have a problem taking a 3rd bag.

I arrived for my 7am flight at 5:15 am, waited in line for about 15 or 20 minutes, and when I got to the counter to check in for my international flight, to my amazement, I was advised that I would be unable to take all 3 of my bags due to a "baggage embargo" which was scheduled due to the Easter holiday. This was the first I had heard of this as it is not posted anywhere on the web (which was confirmed by Lisa Perry of the Internet Help Desk), nor was I advised of this when I was on the phone confirming my reservation.

I literally pleaded with the reservation supervisor trying to get her to understand that I was on a professional assignment and could not complete my contract without all of my gear. I was willing to pay the normal extra bag fee, and I even offered to buy another coach seat (the flight was sold out). I also tried to get her to understand that I had to be in Belize today. Once in Belize I would be taken to the Aggressor Liveaboard and in the evening the boat would leave for the first stop in its itinerary, Turneffe Island, which is 30 miles off the coast of Belize City. From there, the boat moves to Lighthouse Reef which is 60 miles off the coast.

Even if they could change my flight, and try and find a first class seat on a later flight (to avoid the "embargo"), I would still arrive too late to make the charter, with no way to get out to meet the Aggressor even if I did get to Belize the next day. I tried to explain that there was no published information about the so called "baggage embargo" anywhere and that if I did not make the flight I would be in breach of my contract and be unable to complete my assignments for both the Aggressor and Rodales. There was no effort on anyones part to check with the Internet Help Desk to confirm that no information about the embargo was posted, and there was no effort to look beyond the strict rules and try and be flexible in an unusual circumstance.

As a result, I was forced by the ground staff to miss the flight, miss the connection, and miss the boat. Guests who had signed up for my course will be inconvenienced and will have to seek a refund from the Aggressor. In turn, the Aggressor will now have to find a way to make these guests happy, and will have to spend time and resources issuing apologies and refunds. This was all because the policy of Continental Airlines makes no provision for flexibility or exception.

This is all the more frustrating because I am certain that the aim of a "baggage embargo" for flights to Central America during this time of year is to prevent non citizens from coming to the US, shopping at Wal-Mart or Costco, and then flying home with boxes of items, flooding the airline with extra items during a very busy time of year.

It is actually hard for me to sit here, composing this letter, and realize that this really was allowed to happen. That a company that prides itself on customer service could have policies that are so insensitive and inflexible to the realities this situation is unbelievable. Your company has put me in an extremely awkward professional position and has caused me great personal distress and financial loss.

I am organized, professional, and prepared, but this situation is beyond anything I have experienced as a business traveler. I hope that you treat this letter with the attention and consideration it deserves as I am hoping that it was just bad judgment on the part of a few insensitive employees that forced this to happen. I trust that someone from Continental will contact me very soon as I do not want to have to take further action, or make my experiences public knowledge via the web or in travel related articles I might write. I will look to hear from Continental within the week.

Upon arrival at O'Hare they refused to return my luggage to me. I visually saw my bag sitting 15 feet from me. They claimed it was against Federal Law to return it and I would have to claim it at baggage claim. I waited at baggage claim for an hour before enlisting the help of a United employee to track down my bag. They could not find it. I was told that shift change had just occured, so they were unable to find were the bag had been placed.

The bag has still not been located and it appears obvious that one of their employees stole it. I consider it theft for not returning it when I arrived. I have filed every lost baggage report and tracing form they have, but have been rebuffed by their lost baggage department when I attempt to find information.

Economic damage was high. The bag contained an engagement ring, Christmas presents, birthday presents, and electronics. Total value of the bag/items was approximately $5,700. Since the primary purpose of the trip was to propose I include monetary damages for tickets, hotels, and taxi's at an additional $1600. That equals $7300 and does not include the time, planning, and emotional distress involved.

I spoke with the CSR supervisor for about an hour and that did not help. She told me that there was nothing she could do, and that If she did give me the change with the fee, she could be fired. I told her that a United airlines representative had already guaranteed the ticket for me and that I just needed to call back. The supervisor explained that there was no proof of that! I told her that I had asked the earlier CSR if the change could be reserved and she had stated that there was no need and that I would only need to call back the next day with a credit card number in hand.

I told the supervisor that this was a complete lack of integrity on their part because I had accepted an interview to a major hospital in Michigan because of their WORD. She just told me, "I would be upset too, but there's nothing I can do". I won't know the damages incurred because of thier complete lack of integrity. Whether I would have been hired on as a physician-resident at that hospital, I don't know. I do know that without the interview it's impossible.

I received a frantic long distant call on Saturday 06/14/03 that my mother had taken a turn for the worse and she could pass away at any moment notice, which she did on Sunday morning 06/15/03 still my airline ticket dated for 06/17/03. I contacted my agent, on Saturday, Sunday and Monday informed him of this urgency also spoke with many of your Customer Care Representative several times at the Newark Airport counter. I was informed the ticket was purchased as a bulk ticket changes could only be made via the selling agent (Fallen Agency). I made many phone calls and trips to my agent to arrange changes unfortunately; they informed me there was no available seating for me. I stressed that I needed to leave ASAP and that I would be happy to pay any additional charges so as long as I get to Lima, Peru. They informed they would try to help me. I believed them. Big mistake! Nothing was done for me.

As a last resort I had to make other arrangements to get to Lima, Peru on Monday 06/16/03 just in time for the burial. The following week I called to confirm my returning flight, I learned since I was not present on Tuesday 06/17/03 my round trip ticket was cancelled. I was dumbfounded, could not understand WHY?? Now what, I had to purchase another ticket to get back home to Hawthorne, New Jersey.

During this time I have been given the roundaround by Fallen Agency blaming Continental and vice versa. I hope this never happens to you or your loved ones. In this time of mourning, the loss of over $490.00 is a lot of money for my family. Please find attached copy of death certificate and copy of my itinerary.

Obviously they don't care about families who are traveling together. The flight was full because passengers from the cancelled morning flight were given empty seats on the flight I was scheduled. If it was necesary for the flight attendants to arrive at their destination at a specific time, as correspondence with various people in the front office indicates, they should have been given the first 4 seats and the remaining vacant seats assigned to the remaining passengers. The four passengers from the 12:45 flight should not have been the ones penalized.

Meanwhile, We spent 62.00 cabfare, to just get to the airport, plus having to ride around for hours looking for Cargo when in fact I did not even have to go to cargo. When I called customer service, I spoke to a woman named Denise who turned out to be as blunt and uncooperative as the rest of your staff. She just said that "not all employees are top notch and some do make mistakes but that Continental could do nothing about that. Unfortunately we can refund nothing."

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

Obviously, they not only don't know everything, they hardly know anything. Only an airline would come up with such a lame excuse for its own disorganization.

We didn't think about getting the woman's name at Columbus. We didn't think she would lie to our faces -- knowing that she was sending a young woman and her child to an airport that she might be in for hours.