I was scheduled to depart from New York’s JFK for my long-anticipated trip to Australia on Wednesday, February 10th–the day that Snowpocalypse was supposed to blow into the city. On Tuesday February 9th I called United Customer Service, explaining that I was worried my flight the next day would be canceled and asking if there was any way they could get me out on an earlier flight. Unfortunately, all of United’s flights to California (the layover location on the way to Sydney) on the 9th were overbooked, so they could not get me out of New York that day. However, the agents offered to rebook me on the earliest flight leaving New York on February 10th, which would lay over at LAX.

I was still worried that even that flight would be canceled, and the United customer service representative had told me that if I didn’t get out on the 10th, the earliest they could rebook my flight was the 14th, meaning I’d get to Australia on the 16th and miss half my vacation. Therefore, I asked them if I could just keep the second leg of the flight onto which they’d rebooked me (from LAX to Sydney) and I bought a one-way ticket on a different airline from JFK to LAX on February 9th. Luckily I have family near LA and could stay with them the night of the 9th rather than renting a hotel room. Then the night of the 10th I took my previously scheduled United flight from LAX to Sydney, and I was able to make my vacation. United very kindly allowed me to do this with no rebooking charge. And it turns out that my fears were justified–basically all flights leaving from JFK on the 10th, including both the flights on which I’d been booked, were canceled.

I was extremely grateful for how United helped me out in this instance, particularly because the thing I was worried about–cancellations because of the storm–hadn’t actually happened yet. In fairness, United probably recognized that this course of action benefited them too–it looked extremely likely that the storm would be severe, and in the end United saved themselves from having to refund my fare or rebook my flight. Nevertheless, I am grateful, particularly for the first two representatives to whom I spoke, who were extremely nice and understanding, and who would have rebooked me on the 9th if they could have done so.

Sara

Let me first say that inclement weather & cancellations are a burden for any traveler. Seasoned travelers like myself realize it’s a part of the process. You grin & bear it should it occur to you. What is completely unsatisfactory is the unprofessional and deplorable manner that your call center agents handled my numerous calls. I flew from Columbus, OH to Dulles, VA on 2/4. No problems yet. Now a mid Atlantic blizzard rolls into the VA area causing me to alter my travel plans. I called for the first time on 2/5 to change my original departure flight 5711 from Dulles, VA back to Columbus, OH which was originally scheduled on 2/7, for flight 5710 on 2/5. The agent attempted to rebook me on the original flight that I was attempting to cancel after canceling it. I literally felt like I was dealing with a small child attempting to do long mathematical equations. After a few more minutes the issue was sorted out. My confidence is not high and the weather worsens.

Flight 5710 was later cancelled on 2/5, not a big concern, it happens… I recall your call center agent and wait for over 55 minutes. Your agent now pops on the line and announces “I see that you are already booked” for the original flight 5711 and simultaneously confirmed for the recently cancelled flight 5710. I mentioned to her that she was looking at an older itinerary & cancelled flight. After a considerable pause, your agent pops back on the phone and asks me if I was currently in my departure city of Columbus, OH. I pause… I remind her that I’m in VA attempting to get back to OH. She puts me on hold again and pops back on the phone 10 minutes later and tells me that she has found a flight to Columbia. COLUMBIA… I remind her that I’m in VA attempting to get back to OH. She apologizes and states that she will try again to find me a flight to Columbia for the second time. COLUMBIA… I am now on the phone for over 1.5 hours and completely annoyed. She announces flight 5711 on 2/6 is still available. I grab it and asked her to re confirm my new itinerary and it is confirmed satisfactorily. I read it back to her and now ask her to confirm it. She does. This is important, I now hand the phone to my co-worker Brad Sunderland who has the same exact predicament and performs the same exact change as I do with the same exact agent. Brad has agreed to submit a signed affidavit should it be requested.

Later that evening on 2/5 my co worker Brad & I attempt to print our boarding passes for flight 5711 for 2/6. He has no problems. My itinerary however is not available on line. Only my aforementioned cancelled flights are on line at United.com. … I recall your call center agent and wait for over 65 minutes. Your agent now pops on the line and announces “I see that you are already booked” for the original flight 5711 and simultaneously confirmed for the recently cancelled flight 5710. I mentioned to him that he was looking at an older itinerary & cancelled flight. I asked him for confirmation of flight 5711 for 2/6. He literally muttered something not English and put me back on hold for another 55 minutes before someone picked up the phone then promptly hung up.

I recall your call center agent and wait for another 55 minutes. As soon as an agent answers I demand to speak to a supervisor, Rona now comes on the phone 10 minutes later. She was sympathetic to my predicament and confirmed that my itinerary for flight 5711 for 2/6 was nowhere to be found. My only option now, is on flight 7629 two days later on 2/8 (today). I won’t even attempt to discuss the financial implications of extending my stay due to my itinerary being mishandled. Needles to say it’s considerable. What I am requesting is a full refund of $245.40 US and 50,000 award point deposited onto my United account.

Respectfully,
Louis Viciedo

Thank you for your email to Customer Relations. I apologize that you could not book this on United.com and the $25 ticketing fee was charged. I have processed the $100 total back to your credit card today. This can take 7-10 days to post to your credit account. Thank you for bringing this to our attention and for your understanding in the matter.

Sincerely,
Denise Gibbons
Guest Response
United Airlines

Thanks!

http://www.youtube.com/watch?v=5YGc4zOqozo

In any case, there was no excuse for her ramming me repeatedly, all of the other FA’s would walk by without doing so. She’s lucky I didn’t have my elbow “stiffened” or she might find it akin to running into a piece of rigid steel.

In any case, I wouldn’t hesitate to board United nowadays, they were quite okay.

After a very nice 10 day stay, we transferred normally to airport. After “expected delays” we boarded our plane, after the anticipated “take-off” time. We sat, sat some more, and sat still more in our seats…..actually after journeying to the runway we returned to the terminal. After spending 3 hours in our seats, anticipating/hoping for departure, we were told that we “weren’t going anywhere”. In the end, our flight was cancelled, and we were shuttled off to a hotel, only to return in the morning for the same schedule that was planned for that day. After conflicting departure times, etc., we found ourselves (along with “new-found” friends) in the the check-in line for 3 to 4 to 5 hours. Then, we learn that our connecting flight from Denver to Fargo was a problem….and we would need to “deal with that when we get to Denver”.
Upon barely making boarding time, we are told on the flight that compensation would be made, for the hassles incurred. So far nothing….we’re 4 months out. Our travel agent is aghast as the disconcern that your company has for its patrons.

Repeated emails from us personally, and our travel agent (Travel Travel of Detroit Lakes, MN) have resulted in no response. In fact, traveller miles have not even appeared for us.

Specifics…..February 28, 2009 United Flight 872, PV to Denver

(aborted)
Rescheduled flight…March 1, 2009 United 9811 PV to Denver.

Prompt attention/response is appreciated, and expected.

David R. Aune
1305 Lori Avenue
Detroit Lakes, MN 56501

218-847-6251