My first two of three United flights to Delhi were both two hours late and I had to rush through Frankfurt Airport to catch my final flight after already spending close to 20 hours traveling (with 7+ yet to go). I somehow made it!
However, when I recently checked my mileage balance on United.com, my final leg still had not been added to my balance, requiring me to submit a request that still has not been answered.
Airlines in general, and United in particular, just do not care about customer service because they do not have to. They know that most of us will probably purchase the cheapest fare, so it will only be a matter of time before we return even if their service is pitiful, which it usually is ... rude check-in and gate agents, aggressive flight attendants, and poor on-time departure/arrival record ... they should change their motto to: "United Airlines,We Don't Care, We Don't Have To"
As my India trip neared its end, I have to say that United came through with flying colors.
When one of my wife's return flights in mid-January was rescheduled, leaving her a 30 minute layover to clear immigration/customs, re-check her bag, and get to the next gate (IMPOSSIBLE), we contacted United and were quickly dismissed ... "sorry"! But when we got our travel insurance company involved, they were able to change her flights and get her home in time to attend a meeting at work the following morning.
but, the saga continued ...
I received a call in early February, three weeks prior to my scheduled departure, informing me that my 84-year old mother had been hospitalized and was not doing well. I contacted my travel insurance company (Allianz Global Assistance/AGA Service Company /Jefferson Insurance Company) thinking that they would be as professional as my wife's, but after 12+ hours of being ignored (on their 24/7 Hotline), I contacted United reservations in New Delhi. They were not extremely helpful, but when I was finally transferred to an American employee, she was outstanding. She quickly found me a flight two days later (i had to get from Southern India to Delhi the next day) and WAIVED THE $300 CHANGE FEE ... without even asking. I was able to get home to see my mother and spend a couple days of quality time before she passed away on 2/12/2015. At that point I was much happier with United.
and continued ...
Then, just three weeks after my mother passed, my wife received word that her father had suddenly died in Naples, Italy where he and her mom live. I logged-in to my United account to search for "bereavement fares", but even though a link appeared in the search results, there was no such information on their website. It turned out that United discontinued their bereavement fares at some point in the recent past. When I called United Customer Care, a deceiving term, I was connected with their offshore "care" center in Manilla, Phillippines where I was quoted $4000 for a single ticket ... $1600 more than the cheapest fare available on Kayak.com and $2350 more than we eventually paid Delta airlines. Thanks for your compassion United!
Up, down, up, down, fleeting moments of excellence, but mostly a "we don't care" attitude, lousy customer service, and absurd prices. After the recent positive experiences detailed above, finding out post de facto that 15,000 of the 20,000 miles from the US to India and back I paid dearly for were not eligible for frequent flyer credits ("K Class" was their excuse) and the $4000 quote for a last-minute bereavement fare earns United Airlines a spot on my Wall of Shame.
Key Words: United Airlines, united, airlines, airfare, fly, friendly skies, compassion, fare, customer, service, CombatCritic, TravelValue, travel, value