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Violation of ADA/failure to accommodate medical requirements
I suffered a significant injury (I was hit by a cab, my foot being run over) while traveling on 11/12/08. I was given clearance to travel by air the next day (11/13) provided that I was able to ice my injury by using a cryo cuff boot and elevate the foot. The orthopedic physician emphasized the potential for permanent injury if this condition was not met, due to the acuteness of the injury, and the impact that cabin pressure could have. My seats for both legs of my flight (flight 2592 from Indianapolis to Cleveland and flight 5844 from Cleveland to Providence) were seat 1A.
On the first leg of my flight, the entire flight crew was sympathetic to my needs and provided assistance. I was allowed to keep my cryo cuff boot and cooler with me during the flight and allowed to elevate my foot.
When I was wheeled to the plane in Cleveland (the same type of airplane), I explained my needs to the flight attendant. She informed me that it was against Federal regulations to keep any item in front of me during the flight and that she would have to move me. I informed her that I needed to keep the medical device with me, but she still refused and moved me to row 6. However, she walked away when I did not give her the device. She told me that there was a “Fed” on the plane and she had to follow the rules. I told her I did not care who was on the plane, my medical needs should be met. She again refused and I felt strongly that if I had continued to pursue my request that she would have had me removed from the plane.
During the flight, I experienced severe pain, since the leg could not be properly elevated. Since I also gained a seatmate after she moved me, I was also kicked in the ankle 2 or 3 times. I noted an increase in my respiration as my pain level increased.
At the end of the flight, the attendant never informed me that a wheelchair was being brought to assist me. I moved out of the seat in order to allow the seatmate to leave. The attendant never approached me to indicate that she would help retrieve my belongings until I started to get them myself. I looked at her and said “are you kidding me?” at which point she approached me and said, “I have no idea what I’ve done to cause you to be angry with me ma’am”. I told her that angry was not the word that I would use, that she had caused me unnecessary pain and distress. I reminded her that the flight crew on the first leg of my trip had accommodated me. By moving me, she had only insured that I would be unable to elevate my foot, which was a condition on my approval to travel and that she had potentially increased my risk for permanent damage. I was in serious pain, almost as bad as what I experienced immediately after the injury occurred. This could have been mitigated if the attendant had met my request for accommodation. Her response was that she was sorry that the other crew had, “not done their job” and that she could show me the Federal regulations that prohibited her from allowing me to elevate my foot in the first row. This was a different excuse from what she gave me in Cleveland where she told me she was moving me because I could not have an item that was not stored in front of me during flight.
Regardless whether or not this Federal regulation exists, it was superceded by the American with Disabilities Act (ADA) which clearly indicates that reasonable accommodations be made to ensure my health and welfare. This flight attendant’s refusal to even hear my reasons, let alone review the documents that I had with the accommodations listed cannot go without reprimand. This individual was rude, unsympathetic and downright nasty.
I contacted 1-800-WECARE2 to lodge my complaint. "Miss Cunningham" filed my complaint and indicated that it would be "handled internally". That sounds to me like code for "this is going straight into the garbage". I have a case number and told her that I would be pursuing this at the corporate level since it was apparent that this flight attendant needed retraining in what the ADA was and what the definition of "reasonable accommodations" would be.
unfinished work and hard-sell tactics
n response to a $79 coupon from Valu-Pak, I scheduled air-duct cleaning from my 3bd rental home on a Friday afternoon, 9/5/08. The sales rep, "Shawn", showed up with a non-English
speaking Mexican guy (who did all "the work" while Shawn was busy trying to sell me on $100's of dollars worth of extra product) They had a very impressive vacuum machine with them and Shawn explained that it exerts " 5 tons of negative ion pressure". Shawn told me that he only needed one duct vent open to hook the machine up to--that the machine was powerful enough to suck all of the dust and debri out of the entire system from the one vent.
Not far into the work set up, Shawn told showed me where there was a duct in my attic that had been improperly sealed with duct tape (by my landlord, most likely). I climbed up the ladder and looked into the attic as he explained to me what he was talking about. Shawn highly recommended that this duct be sealed properly with flexible, metallic tape. He offered to tape this duct properly for me as a courtesy, "no extra charge." I would think that this little taping procedure would be a standard part of cleaning the air ducts properly, but he acted as if he were doing me a big favor. After all, how can you suck all the air and debri out if there are leaks in the system?
As his worker was vacuuming the ducts, Shawn suggested that I stay outside. He came outside on the patio with me for most of the time trying to sell me on a new Electrostic Gold filter $181.00) and a UV Light Cleanser ($650.00). I told Shawn right up front that I was in financial hardship and although I agreed that these products made good sense, it was not a good time for me to invest in them at this time. He continued to hard-sell "pressure" me, albeit in a very friendly way, to purchase these extra products, offering to break the cost of the UV Light Cleaser into three monthly payments and to give me a slight discount on the cost. After listening to his enthusiastic convincing and reading the brochures he gave me, I gave in, and agree to purchase the filter and UV unit if I could pay in three monthly installments. I assumed they would invoice me for these installments, as most companies do.
At the end of their work, as Shawn was writing up the invoice, I noticed that he had not filled out the section that outlines my three monthly payments for the UV unit. I asked him to fill it in before I signed. As he did so, he stated that he needed me to write three checks, up front, (two of them could be post-dated). I balked at this and told him that I would write a check for the duct cleaning, air filter and 1/3 of the UV cleanser and asked that they invoice me for the other two payments. He insisted that he was "not allowed" to accept my payment any other way--that he must have the checks up front and that he "promised" the post-dated checks would not be cashed sooner than the date indicated on the check. Of course, I knew that legally, most banks could easily cash a check upon presentation of it, whether it was post-dated or not. I argued this point with Shawn, but he insisted that his company would not submit the post-dated checks to be cashed until the dates stated they should be cashed. Shawn was very smooth at gaining my "trust" and convincing me to do it his way, plus, the UV unit had already been installed and the ducts had been "cleaned" so I felt pressured to just write the checks, get them out of there and take a "leap of faith" that I would be treated fairly. I had a meeting to get to that night so I could not spend more time belabored these details with him.
When I started to sign the invoice/service agreement, I noticed that I was stating to have "checked and approved the work", but I had not yet done so. When I told Shawn that I did not want to sign the contract until I've checked the work, he told me I could not go in there for at least 15 minutes because they had just done a "smoke check" and it would be dangerous for my health. Even though they had given me a dust mask and we had been walking in and out of the house while they were working, Shawn insisted that I should stay outside until at least 15 minutes after they had left. I told him that I still wanted to check that the ducts had been taped up as he promised and he assured me that they had been. Shawn told me that if I were not satisfied with the service they provided, I could simply call the office and they would come back to correct the situation, but that I should not go into the house for at least another 15 minutes, to protect my health. So I decided to trust his word, wrote him three post-dated checks to pay for the very expensive UV Light Cleanser and signed the contract.
Soon after they left, I had a function to attend so had to leave for the night. The next day, I had a client to work with, so was gone all day. On Sunday, I finally had time to undo all of the vents and climb up to the attic to check United Air Care's work. The Vent he pointed out to me was NOT taped as he promised. Plus, each of the vent covers and some of the openings were filthy with dust and debri. Most likely, the super-duper vacuum unit did not suck all of this out because the ducts had leaks in them.
When I called on Monday to request that Shawn come back out to complete the job satisfactorily, I spoke to the manager, Denny Amar, who was very curt with me. After trying to explain my disatisfaction, amidst him frequently interrupting me, I began to get an even more bitter taste with this company. Since I did not feel I was being listened to, I asked him to please have Shawn call me so we can get him back out here to complete the job and show me where he believes the ducts were taped in the attic. Denny assured me that he would call Shawn as soon as he hung up with me and ask him to call me ASAP that day. I left at 5:30pm that day to attend a business meeting. When I returned at 10:00pm that night, I listened to a voice mail message from Shawn (he called at 6:23pm to tell me that they DID tape the ducts and that I must be confused about where to look in the attic--he did not offer to come out to finish the work or show me where they taped the duct). I then began to look back on the entire service visit with a clear head, and in hindsight, recognized some red flags. Now I'm suspicious, so I began doing some online research on United Air Care and found several consumer complaints written about them. When I called the manager back the next day, 9/8/08, I was told he "was on another line". Reading over their customer "agreement" I realized that they required any complaint to be in writing. So, after much searching for an address to write to (without success), I wrote a complaint through their "contact us" section on the website and then faxed them over a copy of the complaint. My letter informed them that I stopped payment on my checks to them and requested they send someone out to finish the work satisfactorily before I re-cut any checks to them. I also stated that I had second thoughts about purchasing the UV Light Cleanser and requested them to take it back. I explained to them that I had changed my mind on the purchase because I no longer trusted the company and because I was in the midst of financial hardship.
Soon after I faxed over the complaint letter stating that I stopped payment on my checks to United Air Care, Denny, the manager that I'd spoken to on 9/8/08, called me. Instead of working with me to rectify my dissatisfaction with the service provide me on 9/5/08, Denny became defensive and combative with me. He even threatened to "sue me for fraud"--for writing bad checks--and to report me to the credit bureaus, etc.). Although I stated to him several times that I intended to re-cut a check to United Air Care as soon as Shawn came back to finish the work completely, Denny continued to argue with me. Because I knew I was not being listened to or cooperated with, and because I was running late for a client appointment, I told Denny we would need to resolve this later and that I expected a call back from Shawn to come back out and show me where he believes the duct was properly taped up. That conversation was on 9/9/08. I have already vacuumed out all of the debri and dust from the openings of each duct vent and cleaned the vents. I have not yet received a call back or any kind of communication from United Air Care, although Denny had threatened to take me to court. What would YOU do?
I and 3 other persons in my family were traveling out of Portland to Burbank via San Francisco in August of 2007 when we arrived to stand in line for baggage check-in, 1 hour prior to flight departure. By the time we arrived at the baggage check in and automated boarding pass dispenser 15 minutes later we were warned that we had missed the flight and would have to check with United Airlines personnel to accomodate us on another flight to get us to our destination. I was informed nothing was available leaving out of Portland for two days! We could try stand by on the next flight out from Portland to San Francisco, but would have to check in our baggage to assure a spot in stand-by. We did not get on, even after checking in with out United Mileage Plus Accounts. Before stand-by was called they were asking for persons to volunteer to give up their seats for the over-booked passengers. It was then I realized all the flights out of Portland had been over-booked for two days.
I was informed at the counter I did not qualify for a refund of the unused fare, even though we were there 1 hour prior to flight departure according to the counter associate. The sign at the beginning of the line state 45 minutes. That was the first contradiction.
After missing the first stand-by and the inablility of United Airlines Representatives to tell us where we stood in the waitlist for the next stand-by 3 hours later we figured we would most likely be bumped for the next two days!
Decided the only way to get home without havig to pay $1200.00 for a chance at another ticket on another airline to get home was to rent a car and drive the long drive from Portland to Burbank Airport where we could pick up our car that was in long-term parking. We all had to be a work meetings the next day and schools.
Upon my return I immediately sent an e-mail to United Airline's Customer Service with all flight information. I received an answer and an attempt to make-good on the contradictory information I was given. They were very sorry and informed that me I would receive a refund for the unused portion of the four airline tickets. I was informed I would see the credit back on the card I had used to pay. I was also given travel vouchers in the amout of $100 per passenger. About two weeks later I contacted the same customer service rep to inform him that I still did not have a refund to my credit card. He replied that I should contact the Refunds Department if I had further questions.
Refunds Department located in India (I asked where they were located) told me that Customer Service did not have the authority to approve refunds...Huh? They told me that I did not qualify for a refund since I missed my flight, even though I was in line one hour prior to departure (second contradiction).
I insisted and then was told I could speak to a real live person (again in India) in the Customer Service department and that I should request expenses for having been forced to rent a car and extra food. I did not even attempt to ask for the one night in the hotel room. I was denied that because I missed my fllight (3rd contradiction).
I do not want a travel voucher because I do not intend to fly United Airlines again, and I will be cancelling my United Airlines Frequent Flyer account for all 5 family members. I sent another e-mail to customer service re-itering my complaint and pasting the previous e-mails I had received. I still have not heard back and it has been over one month!
It was so disappointing that an airline that was once a flagship of professionalism does not have its departments working in synch. No one has authority to do take care of complaints...meanwhile they keep getting bailouts that I have paid for in taxes!
Hooray for the upstart airlines companies that have figured out what customer service is. I must remember that next time I take a business or personal trip.
Two of my family members were left stranded at their point of origin today as a result of the poor business ethics of United Airline. I am told by a United manager that the practice of routinely overbooking flights, even though these fights were booked months in advance, is the direct cause of the unnecessary heartbeak of two students who were about to embark on a once in a life time trip. All the agent could do was quote statistics and say that all the other airlines do this as well. A voucher does not compensate for this vastly negative experience. This is unacceptable practice on behalf of this airline.
I was told by a United customer service person that I could change my flights to a different date, she even gave me a reservation number and all of the flight details. On the basis of this I booking I made reservations for a number of other flights in Australia and from Australia to LA. After driving 150 miles to the nearest airport to get the tickets reissued they siad that the ticket rules did not allow the change and they would not honor the reservation. I had to cancel all of my other flights at a cost of $450 USD and in all of my calls to United they said they will not claim any responsibility for giving me false information and it was my fault for not knowing the ticket rules. Do yourself a favor pay a little extra if you have to and go with other airlines, if anything goes wrong you will pay many times the savings you might make on a ticket with United over another carrier.
I was kind enough to bump off a flight that United Airlines had overbooked. I sat in the airport quite a few hours waiting for the next flight. I have not used my voucher yet and now we have an emergency where I need to use it. When I agreed to be bumped I did not know about the ticket until after I bumped for them or the 14 days waiting period to use this voucher. Now United is telling me that they can not make an exception! Oh, but I can buy an emergency ticket for under $500.00. I don't think that they will ever have to worry. I will never fly this airline again. I work for a company which employees 4, 000 employees which we have used United Airlines as our main airline (after I talked them into it because they had better connections than Delta). Well Delta here we come again! I have called the reservation line [protected]) they said they could not reserve a seat for 14 days, they transferred me (after putting me on hold and disconnecting me 3 times) to customer relations [protected]). Customer relations then told me that the reservations line could make an exception. When calling reservations back again and informing them of this they would not budge. Well no wonder airlines are going broke. With this kind of service who wants to use them? What ever happened to the old saying 'One kind deed deserves another?' I think it went out the window with all the jobs of the American People.
I mistakenly left an expensive scarf on United Airlines flight 347 from LAX to BOS on Sunday, December 5, 2010. I called within an hour of the flight's arrival time and reported it (which took about an hour on the phone to finally get a human to help me). I called 5 times, to their useless "lost and found" number, which only referred you to an online site. I reported it 3 times on the online site. I got absolutely no response from anyone, human or email. It is readily apparent that UNITED AIRLINES AND ITS PERSONNEL ARE DISHONEST AND STEAL ANYTHING THAT YOU ARE UNFORTUNATE ENOUGH TO LEAVE ON THEIR PLANES. Your "lost" is their "kept".
Upon checking in at Yuma Int'l Airport Monday for a connecting flight in LAX to Sydney, the counter staff could utilized their computer system to purchase the Australia ETA tourist visa. They failed and, thusly, could not print my boarding pass. The plane pulled away from the gate and I was instructed to purchase the ETA through the Australia website and return the next day for checkin, which I did. One day of my dream vacation lost! I arrive Tuesday for checkin, with Australian ETA confirmation in hand and the staff still could not print my boarding pass to LAX, due to the system no recognizing my ETA, in time for my flight. They did get it printed after an hour and a half on the phone to their computer help desk, and 10 minutes after the plane left the airport! 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 4 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 checkin, 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.
United Airlines gladly accepted my fare for a flight from Las Vegas to my hometown of Peoria Illinois. Myself and two travel companions had flights booked with a connection at Chicago O'hare. On the date in question, we arrived at O'hare and experienced about 20 minutes of weather. I watched the storm on my laptop with a broadband wireless card and looked at it's progress. My connecting flight was then delayed from 11:30am to 1pm. I am watching the flight boards and my gate is changed to across the terminal, next my 1pm became a 2:53 pm with yet another gate change. My next flight becomes a 4:30pm until after another hour or two of waiting I am cancelled altogether. During all this I have called customer care for United three times to no avail. I am advised that there are no other flights, and that no one can help me, and the flights the next day are full, so essentially I am stranded. I ask for a rental car and the customer service girl puts me thru to Hertz and hangs up, no help, no offer to pay for the car rental, nothing. Once Hertz got on the line, they informed they had no cars left anyway. I finally paid for a driver to come from Peoria to pick us up and drive us home, thankfully we were within driving distance. The whole time I am watching United flights leave, at this point there are no weather issues! My experience was horrible and the response from United was completely unacceptable.
I was trying to get an upgrade in the United.com. Just under my itinerary in "Request an Upgrade", there is a link: "Purchase a 500 miles Upgrade kit" ($325). After my purchase, I learned that it only works for US, Central America and Canada travels. I will go to South America and would need the Economy Plus Year Plan ($349).
I called United Airlines and United.com costumer services and they didn't allowed me to change the plan or to cancel the first purchase. All the representatives sent me to other sectors or tried to sell the Economy Plus Year Plan (without cancel the first purchase). Several times.
I was tricked by United.com and they didn't help me at all. I am a mileage plus member for years and I am so upset with this situation that I decided not travel United anymore.
The costumer service is disrespectful and useless. They should fire everybody and put a robot repeating: "I am sorry. We can't help you. But before end your call, give me more money".
United Customer Service,
The Scenario: I purchased a multi-city fare from United.com on 7/6/2011 flying from Houston TX (IAH) to Tucson, AZ, then flying from San Diego, CA to Washington Dulles (IAD). I realized once I had made the purchase that I made a mistake and meant to put IAD instead of IAH for my departure point. I called United customer service to let them know I had made a mistake and he said since it was within 24 hours (this was 5 minutes after the purchase) that I would not have to pay a transfer fee. He then proceeded to tell me that the difference would be $66.70. I said great and then he told me the flight that I would be taking.
The issue: I learned later that day that there was a 4 hour non-stop flight he could have put me on for $402 (each ticket) instead of the 8 hour flight he put me on for $426 (each ticket), but I brushed it off and said I would just deal with it.
More Issues: THEN, I find out two days later that the $66.70 gets charged twice on my card. I called up United and they said it was an extra $66.70 per ticket which was not what was conveyed in my phone call with customer service. That brings us to $460 per ticket! So now not only am I on the worst flight that he could have found for that day, but it’s also the most expensive flight he could have found. I can get online right now and get the exact same flights for $419 per ticket or shorter flights for even cheaper!
The result: This is unacceptable. I would prefer you just refund my money completely and let me order my tickets all over again (from United.com). I have been flying United for a while, if not remedied soon I will be taking by business elsewhere in the future.
Shaun Cell: [protected]
When buying ticket clicked box to buy travel insurance. The insurance did not show up. Tried to contact United to try and add. No customer service number on ticketing website but only some dumb bot that tried to sell me same insurance at more than twice price. Googled United customer service and was transferred to India after 30 minutes waiting. An English challenged individual eventually tried to transfer me to web support but dropped my call sending me back into the new call cue for another 40 minutes. The next assistant stayed on the line until the call was transferred and I was told after 20 minutes of trial and error that I had to call the insurance company Allianz who was able to solve the issue and sell me the travel insurance at the original price. Boy do I MISS CONTINENTAL AIRLINES. UNITED IS A SCREWED UP MESS.
Added Fees
I purchased two airline tickets using my Rewards program. I was charged the $10 per ticket fees.. but later when I looked at my bank statement there was a $75 per ticket fee charged as well without me ever knowing that would be charged. I am very upset. Of course when you call their customer relations Dept. you get India. I was put on hold for a very long time while the girl looked for a supervisor for me to talk to. When he finally came on he said there was nothing he could do. He would pass on the info. to the powers that be and I may or may not hear back. What kind of customer service is this? OH whoops I forgot there is no more customer service.. VERY SAD...
Poor customer service
On 4 Sep 08 I took a flight from Boston to Burbank alone with my two children, ages 1 and 2 (I purchased 3 tickets). Since my husband is military, he is often unable to travel with me. When I got to the gate I was surprised to find that United did not offer pre-boarding for those traveling with small children. I asked the woman working at the service counter if I could pre-board as I was alone with my children, or if I could at least have some assistance in carrying the carseats down to my row. The response I received was 'I have 2 children too and you just have to deal with it'. Needless to say, I received no assistance from United down to my seat as I gate checked my stroller, carried 2 carseats, 2 babies, a diaper bag and a backpack. We are lucky nobody got injured in the process of manuevering down the narrow aisles. I also received no help from the crew upon exiting the plane. On our stopover our flight was delayed and it was the same process all over again, no assistance from United. I was excited to arrive at my final destination and leave the whole horrible experience behind me. I retrieved my bags, only to find one was missing. They said they would deliver it by noon the next day to my home. So, off I went to my car only to find that they had somehow damaged my double stroller so it would no longer collapse. We folded down the back seats since that was the only way it would fit and rode home. Since there was no longer room for me due to the stoller issues, I rode home sitting on the floor between my children's seats (there are 2 individual bucket seats in the 2nd row). At noon my bags had still not arrived, so I called United. They stated that they were out for delivery and would be there by 230pm. By 600pm my bags were still not there. We are now at 2 days since we arrived at home and I still do not have my bag. When I call the customer service line, they put me on hold so they can call the Burbank airport. In the four times I have called nobody has picked up the phone at Burbank.
On my travel to Boston from Burbank I flew with American Airlines and they went above and beyond to help me. They pre-boarded us, carried the carseats for me, and even occupied my children while I installed the carseats on the plane. They even told me that when I needed to go to the restroom to just ring the buzzer so they could keep an eye on my children. American (and a few other carriers) also have infant changing tables in their bathrooms, where United does not.
I am a frequent flyer, as our family has never lived near what we call 'home' over the past 9 years (since my husband has been in the service). On average we fly cross- country 6 times per year (24 round trip tickets). In all my years of frequent travel, I had never had such a horrible experience as I have with United. I have never had such poor customer service and would be willing to pay more for a ticket to avoid this airline. I will definately tell everyone I know with families to never use this carrier.
The complaint has been investigated and resolved to the customer’s satisfaction.
Arrived at the Airport with 1:15 minutes before departure time. The day before my girlfriend to a flight out and had no lines. Parked in the economy parking and shuttle bus seemed to be broken down. Got to the terminal 45 minutes before the flight. I rushed in and told them that I need assistance cause I was going to miss my international flight. They said sorry sir the line is all the way back there. I went to open First Class desk to see if they could help me. They seemed like they wanted to but then turned me away and said sorry sir you have to wait in the line. Now I have traveled multiple airlines and never was pushed away. Each one I flew they bumped me urgently to the head of the line and assisted me to get on the plane. Even on Christmas I had arrived 5 minutes before the international flight and the airline helped me get through and on the plane. Both my experience and my trip to Reagan National airport was awful. Not one person was willing to budge or help. I flown out of BWI before and things were smooth there. The fact was I was stuck unable to make my flight and I could have easily been helped to make the flight with enough time. My guess is they sell that ticket for more when I don't make it on time and therefore resist being flexible.
I think they need to read Tony Hsieh book "Delivering Happiness" If more companies realized how they can change peoples lives by trying to help them when things don't go as planned they will find a much more loyal customer for life and that will drive business on its own.
Sad day for me cause I was suppose to meet up with my sweet heart today as she has been waiting for my arrival and I won't be able to greet her today. Seriously I would never put someone through this.
I sympathise with anyone suffering through these kinds of situations. I feel your pain.
Wish everyone well.
J.
I used United Airlines to book a ticket from New York to San Francisco. The ticket agent had informed me that there would be $75 in taxes and fees. I agreed to that. They sent me an e-mail receipt to confirm the $75 in taxes and fees.
When I returned to New York, I checked my mail and checked my credit card statement. United Airlines charged me $75 in taxes and fees and then they charged me $75 again. They charged me for the same thing TWICE!
So I spoke to customer service at United Airlines 4 or 5 times. Each customer service representative said that they had committed a mistake and each customer service representative transfered me to another line, which was a dead line. Basically there was a robot answering the phone going on about nonsense and finally saying “Blah blah blah blah, press 1, blah blah blah press 2”. None of these options were remotely related at all to my situation.
Each time I spoke to United Airlines customer service, the people said “I’m sorry sir, we made a mistake. We’ll transfer you to so and so and you can ask for a refund” and each time they sent me to a dead line with a robot answering system. Each time they threatened to transfer me to a dead phone line I specifically told them not to transfer me to a robotic answering system and that I wanted to speak to a human being to resolve this issue. They kept saying “sorry sir, we don’t handle this, I have to transfer you to so and so department” and each time they transferred me to a dead line with a generic robotic answering machine!
Also, this is not meant to be offensive, but for some reason all the customer service representatives spoke poor English and at times I had to ask them to repeat what they were saying or had to repeat what I was saying.
Finally I spoke to the dispute resolution department at my credit card company. The lady at my credit card company sounded very sincere and was very helpful. She looked at my statement and saw that United Airlines charged me $75 TWICE. So she called United Airlines, and 20 minutes later got through to someone (a human being, not a robot) who supposedly is the manager in charge.
The lady from my credit card dispute department stayed on the line and the United Airlines manager (who spoke poor English) started having a conversation with me not related to the dispute I was arguing. I got straight to the point to ask him why he charged $75 TWICE.
He said “Hmmm….Well…..(Non comprehensible language)….let me pull up your record” and after a while he said that $75 is charged in taxes and fees. I KNOW THAT, BUT WHY DID THEY CHARGE ME $75 in taxes and fees TWICE!
Basically the guy had me on the phone forever just to tell me what I already know. I know I’m supposed to be charged $75 in taxes and fees, BUT WHY DID THEY CHARGE ME TWICE?
I told him that “I ALREADY KNOW THAT I AM SUPPOSED TO BE CHARGED $75, BUT BACK TO MY ORIGINAL QUESTION, WHY DID YOU CHARGE ME $75 TWICE?” to which he replied in some non comprehensible nonsense. The conversation basically went on like this for a while. Finally he said “Hold on sir, let me take a look at this”. Then he finally said “Well, we charged you $75 in taxes and fees, and then we charged you $75 as a cancellation fee”…….WHEN DID I CANCEL A TICKET? WHERE DID THIS COME FROM?
The first 4 or 5 United Airlines customer service representatives I spoke to said that they had made a mistake. But when I spoke to this manager, because the agent from the dispute department at my credit card company was on the phone line with me, suddenly the United Airlines manager frauduantly claimed that I had canceled an airline ticket.
When I informed him that I had never canceled an airline ticket and didn’t know where these accusations where coming from, guess what he did? He said “Hold on sir, let me transfer you to so and so” and put me on hold forever.
My credit card dispute department agent told me that she couldn’t wait anymore and that they would send me a letter of dispute.
I am awaiting this letter of dispute from my credit card company. I hope I win this. Furthermore, I hope no one ever has to go through this. BOYCOTT UNITED AIRLINES.
will not refund mistaken fee
On Aug. 25, I was traveling from O'Hare and checked in at a kiosk, at which the printer was broken, so I couldn't print my ticket. I moved to the next kiosk and somehow when I tried to check my bag, the machine had read the bag from the previous kiosk too and charged me for two bags when I had only one. I explained to the ticket agent who sent me down the hall to another agent where I tried to get my $25 refund. The agent told me it wasn't in the system yet so I should call back several days later and gave me a number. I called back and was told they couldn't give me a refund -- I should have complained at the airport. I had done that and was told then to call customer service (something that evidently doesn't exist at United).
I not only explained my situation to a representative and then to a supervisor, but I showed documentary evidence that I was only checking one bag. Still, United refuses to return the money it took unfairly from me. What cheaters! Are they really so hard up that they can't refund money unfairly taken?
I filed a complaint with the Federal Aviation Administration, which forwarded on to United, which again told me they still wouldn't give a refund.
I would recommend people complain to FAA. It will not enforce rules against airlines but it keeps a public tally of people who complain which should embarrass companies that do things like this. United sure is getting more than $25 of bad publicity for this.
i also faced same problem, let they knwo your ticket number with $25 charges.
Rude, impolite
I was traveling to Dayton via Chicago, where I had to change the flight. As the flight 843, was delayed due to the technical difficulty, it reach 45 min after the scheduled arrival time at Chicago.
The ground staff member Mr. CDEAVAN at chicago was so rude, impolite and misguiding me that the flight has take off and that he will provide the hotel accommodation. It looked to me that he was forcing me to take the hotel coupons as he might get some commission per passenger. When I requested him to at least guide me in direction to the terminal for the connecting flight he threaten me that he will put me in the next day evening flight. As I was traveling with my 4 years kid, I was desperate to travel in the same flight as the status of the flight was showing as boarding. And before I could say anything he change me flight to next day morning.
After departure status was showing that the connecting flight is still boarding, I manage some how running thru the terminal with my 4 years kid with the stroller to catch the flight on dot.
I would not recommend anyone to travel with United flight after my horrible experience.
I used United Airlines to book a ticket from New York to San Francisco. The ticket agent had informed me that there would be $75 in taxes and fees. I agreed to that. They sent me an e-mail receipt to confirm the $75 in taxes and fees.
When I returned to New York, I checked my mail and checked my credit card statement. United Airlines charged me $75 in taxes and fees and then they charged me $75 again. They charged me for the same thing TWICE!
So I spoke to customer service at United Airlines 4 or 5 times. Each customer service representative said that they had committed a mistake and each customer service representative transfered me to another line, which was a dead line. Basically there was a robot answering the phone going on about nonsense and finally saying “Blah blah blah blah, press 1, blah blah blah press 2”. None of these options were remotely related at all to my situation.
Each time I spoke to United Airlines customer service, the people said “I’m sorry sir, we made a mistake. We’ll transfer you to so and so and you can ask for a refund” and each time they sent me to a dead line with a robot answering system. Each time they threatened to transfer me to a dead phone line I specifically told them not to transfer me to a robotic answering system and that I wanted to speak to a human being to resolve this issue. They kept saying “sorry sir, we don’t handle this, I have to transfer you to so and so department” and each time they transferred me to a dead line with a generic robotic answering machine!
Also, this is not meant to be offensive, but for some reason all the customer service representatives spoke poor English and at times I had to ask them to repeat what they were saying or had to repeat what I was saying.
Finally I spoke to the dispute resolution department at my credit card company. The lady at my credit card company sounded very sincere and was very helpful. She looked at my statement and saw that United Airlines charged me $75 TWICE. So she called United Airlines, and 20 minutes later got through to someone (a human being, not a robot) who supposedly is the manager in charge.
The lady from my credit card dispute department stayed on the line and the United Airlines manager (who spoke poor English) started having a conversation with me not related to the dispute I was arguing. I got straight to the point to ask him why he charged $75 TWICE.
He said “Hmmm….Well…..(Non comprehensible language)….let me pull up your record” and after a while he said that $75 is charged in taxes and fees. I KNOW THAT, BUT WHY DID THEY CHARGE ME $75 in taxes and fees TWICE!
Basically the guy had me on the phone forever just to tell me what I already know. I know I’m supposed to be charged $75 in taxes and fees, BUT WHY DID THEY CHARGE ME TWICE?
I told him that “I ALREADY KNOW THAT I AM SUPPOSED TO BE CHARGED $75, BUT BACK TO MY ORIGINAL QUESTION, WHY DID YOU CHARGE ME $75 TWICE?” to which he replied in some non comprehensible nonsense. The conversation basically went on like this for a while. Finally he said “Hold on sir, let me take a look at this”. Then he finally said “Well, we charged you $75 in taxes and fees, and then we charged you $75 as a cancellation fee”…….WHEN DID I CANCEL A TICKET? WHERE DID THIS COME FROM?
The first 4 or 5 United Airlines customer service representatives I spoke to said that they had made a mistake. But when I spoke to this manager, because the agent from the dispute department at my credit card company was on the phone line with me, suddenly the United Airlines manager frauduantly claimed that I had canceled an airline ticket.
When I informed him that I had never canceled an airline ticket and didn’t know where these accusations where coming from, guess what he did? He said “Hold on sir, let me transfer you to so and so” and put me on hold forever.
My credit card dispute department agent told me that she couldn’t wait anymore and that they would send me a letter of dispute.
I am awaiting this letter of dispute from my credit card company. I hope I win this. Furthermore, I hope no one ever has to go through this. BOYCOTT UNITED AIRLINES.
Bad service
It is interesting to note that United Airlines has dropped the slogan, "Fly the Friendly Skies of United." Either United knows that they cannot keep tdhis promise (of "friendly skies") or they simply do not care. I believe it is the latter.
Throughout the 80's and early part of the 90's, I was spending a lot of time on planes flying for work. While it was difficult spending time away from my three pre-school children and my wife, it was some consolation to know that at least I was racking up frequent flyer miles. United had built my loyalty with the promise that if I flew with them I would some day be able to treat my family to a nice vacation after years on the road.
I did my part. I flew almost exclusively on United Airlines. This was before the days of "expiring miles." Later, my miles were broken out separately on my statement as "non-expiring" miles.
Now my kids are in their teens, and I wanted to take them on the trip I had EARNED by trusting United Airlines (i.e., that if I did my part by spending thousands of dollars with them they would provide the trips promised me). You must be able to imagine my surprise when I called to find out my balance. Instead of the 165, 000+ miles, I was told that I only had 5, 000 miles in my account. I was stunned and assumed that there must be a mistake. I was later to find that the mistake was in ever trusting United Airlines.
United made the decision that they would, in fact, expire the "non-expiring" miles. Since I hadn't traveled over the past few years they would wipe away all of these miles. I do want to point out that American, Delta, and Alaska airlines had similar classifications of miles, i.e., those that expired and those that didn't. I had much lower balances on these other airlines, since I had used United for most of my travels. This is important to bring up because (unlike United) American, Delta, and Alaska air kept my "non-expiring" miles intact.
I made frequent calls to both Mileage Plus and United. Each pointed the finger at each other. The response that I got was consistent. They needed me to fly with them over the past few years and since I didn't they didn't consider me to be a loyal customer. I pointed out that I wasn't flying with anyone during that period. Apparently, they expected me to rush out and buy a ticket that I didn't need just to keep their airline afloat.
United has made it very clear that they do not intent to live up to their promise of giving me ticket rewards for my loyalty in the 80's and 90's. I feel as though my bank account was wiped out by a criminal. The bank account was my mileage account, and you know who the criminals are.
Read the complaints of others, regarding United Airlines. Don't let this happen to you. Make a conscious choice not to end up like me. I urge you to trust your flying dollars to airlines with integrity, such as American, Delta, and Alaskan Airlines.
You will undoubtedly see many complaints that United Mileage Plus members find it impossible to use their miles (i.e., planes don't have seats available for rewards travel). I find it interesting that I had little trouble getting reward travel on American Airlines to and from Miami for a cruise that I have planned. United believes airline travel is a commodity. I disagree, and I appreciate the service provided by other customer-focused airlines.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am in almost same situation as you and have all my mileage nullified. I even point out to United that they have a statement in stated that “Mileage Plus miles don’t expire if you earn or redeem any amount of miles at least once every 36 months” and yet they are not endorse it. I believe they are many other quiet un-satisfy United customers. Any collection action can be done against United?
Unfinished work
Got a cupon to clean the air lines from the airconditioner, turn out according to the tech. that we had asbestos on the air lines. He picture a great service with very easy payments, the problem is that the tech never did any work. They brought a crew of latino workers and left them to do the job, when they said it was done, the tech. or person in charge come and pick them up. No test as we were promised took place.
We personally check the work for the air is now constantly in use without cooling the house properly, and we discovered that the workers removed the insulation on the attic and just place it on a pile, in addition to this we discovered that the tape they used to secure the lines is leaking on multiple places, therefore we are cooling off the attic instead of the house.
My system is working worst than it was before this company put their hands on it, forgot to mention they also stole my jawbone from my cell phone.
I had the misfortune of getting suckered by these people thanks to one of the $49 coupons. They came to my house, claimed that I had abestos in my ducts and refused to "agitate" the ducts. They quoted me some ridiculous price to get rid of all the abestos. Obviously, I was concerned but decided to not take their offer on the spot. Hired an outside inspector to check it out and turns out I had no abestos in my ducts. These jokers tried to use a health scare tactic to swindle me of $5000. DO NOT do business w/ these people. shady to the max.
I too received a coupon offering Entire Duct Package for $42. Unlimited vents to a single furnace. I scheduled in January for a February 1 appointment and was told they would try to schedule for that day and let me know. Didn't get a call. They had said if they couldn't do it that day, that they would for sure come on the 11th. They canceled the day before, due to some B.S. excuse. They rescheduled for February 22 and I received a call on the 21st confirming my appointment for the 23rd. I explained that the appointment had been set for the 22nd. They said they didn't have a crew in my area for that day but could do it on the 23rd. I told them that they were very unprofessional, that I lost confidence in their company and would not trust their employee's to enter my home.
I would NEVER use their services and would NEVER recommend them. I will however, tell EVERYONE I can, in my area, about the lack of professionalism and tell them to never use their services.
Same thing here. This company came to my house and basically did next to nothing and charged me hundreds of dollars. Do not hire these people.
They have since changed their name to "indoor air care" beware, they are BAD people!
Delayed flight caused missed connection and hotel expense
My confirmation code was CYBCZQ. I was to fly from St. Louis to Houston Texas and on to Anchorage Alaska on June 19. Due to bad weather in Houston, we had to land in College Station, Texas.
Flight CO2345 Stl to Houston
to catch flight CO407 from Houston to Anchorage.
Due to the delay my connecting flight was missed. Continental put me on the next available flight... the next morning leaving from Houston to Seattle and finally to Anchorage. Not only did I have to stay in a hotel the 19th, but I also lost a day of travel / vacation in Alaska. I was placed on flight CO 167Y departing from gate c-31 SEAT 14F and departed Houston @7:55 AM.
While making the reservations, I had purchased Access America flight insurance from the Continental web site. When I submitted my flight delay claim, I was told that I needed to obtain written verification by Continental that the flight was delayed and for what reason.
I called Continental and after two 40 minute waits, I finally obtained a website that I was to apply for this letter. The website given to me was a bogus one. So here I am stuck without reimbursement for covered expenses incurred due to Continental flight delays.
I am very disgusted with Continental Airlines and its flight insurance company "Access America".
I don't normally fly Continental. We booked 4 rewards tickets on Delta mileages and Continental (their partner) was the only airline that has 4 seats available. That should have explain everything (no one really choose to fly with Continental)
Our flight was delayed and got in our destination past midnight. My two toddlers had been really patient waiting in new york airport for 6 hours for a 3 hours flight. Everything was closed when we arrived. No hotel shuttle; no car service. We were told to spend a night at the airport if we are not willing to pay for our Taxi ride. Do they really care about our safety? How can we sleep at the airport with two toddlers? If I do fall asleep at the gate and my children went missing, who is going to be responsible? I might even get arrest for child neglect. We paid for a $30 taxi ride to a near by hotel so we can go back to the airport to pick up the rental car in the morning. They first told me it was a weather problem and later change their story to traffic control. Either way, they said "Continental simply do not care." They have no obligation. Making a long story short, they did something to our originally booking and split my reservation with my two toddlers. We suppose to get a free check-bag with Continental credit card holder. All passenger travel under one reservation should each get a free check-in luggage. It's no longer true after they "split" our reservation. I spent almost an hour at the counter to straighten this out. I know if I paid, I would have a very hard time to claim it back. It was really for the principal. They probably do that on purpose, so they have a way to collect more money from passenger. I question them about the split. They said it has to do with the outbound delays. The conclusion was : They said they were glad the issue was resolved at the airport (on my expense). They didn't care the time that I spent. It's such an insult. My family and I will never fly Continental again. They were on the news recently posting their lost and claim that they have decreased number of passengers. They still don't learn their lesson to be more humane and keep telling their passengers that they are glad about problem was resolved on passengers expense.
1.Ticket counter employee & manager issued documents with improper ID information. When presented with ID on driver's license issued boarding passes & tickets with wrong names.
2. Faulty financial transactions. Didn't issue proper refunds...
3. Callousness & insensitivity to injured passenger.
No compensation for abuse suffered at airline center
Have already written a complaint a/b Continental's service. Just adding on - that when I submitted a written letter to Barbara Adams your Customer Complaint Manager a/f all the inconveniences & insensitivities that I experienced she had the audacity to mention that we will be sure to provide better care when we service you again. Where is the compensation for people's hard earned money? Where is the consideration to a human being's rights & privileges? This seems to have been flown out the window in Continental Airlines! I was appalled at the staff's treatment that day of my flight! Furthermore, why would I want to patronize & promote an airlines that disregards its passengers? We know you're out there to make a buck, but at least have the decency to conceal this with some politeness in your human relationships.
I was waiting to receive some compensation in some shape or form from your complaint center, a voucher, reimbursement of money spent for purchase of new ticket which we discussed was dealt w/ horrific security issues, instead of an empty letter filled w/ nonsense!
I feel the same way about Continental. They got us into Houston past mid night (my car service was closed and hotel shuttle is no longer in service). I was with two children 4 and 6 years old. They agent told me they won't offer ANY help. We were welcome to spend a night at the airport or pay for a taxi (on my expense). After I filed a complaint with the airline, they gave me a few paragraphs of nonsense. They blame it all on the weather. As for Cathy Pacific, they gave us dinner, hotel and breakfast in April, 09 when they had to land in Toronto instead of New York due to bad weather. Continental should learn to be more humane and stop telling their passengers "They are glad the issue was resolved (on your expense)" Other airlines do go out of their way to take care their passengers (not that they were obligated to)
the pathetic level of service i received from continental airlines rivals that of greyhound bus service! it was an absolute nightmare!
Incompetent baggage handling and customer service
My luggage was lost from San Francisco to Dulles Airport. I arrived in Washington D.C. in the afternoon for an evening event and morning meeting. Well, I missed my evening event and my morning speaking engagement on Capitol Hill. At midnight I was told that my bag was found and would be delivered between 1am-6am. At 7am, I was told by United that I (not United) needed to follow up with ABC Delivery. After several attempts at ABC, I finally get someone that says they didn't pick up bags from United until 7am and they need a 4 hour window for delivery. Because United baggage handlers scanned my luggage, but didn't put it on the belt, and customer services lax attitude in getting it delivered to me, I will now miss my 9am presentation. Due to the airlines incompetence my reputation is tainted and business trip to D. C. is a bust.
The complaint has been investigated and resolved to the customer’s satisfaction.
Fequent flyer program
My wife and I went to China in August 2007. I got my frequent flyer miles, my wife didn't.
I saved the little stubs of my boarding passes, as proof, my wife didn't or lost it. We flew from LAX to San Francisco with UAL and from San Frisco to Beijing with China Airlines an affliate/partner of UAL and back to LAX.
I sent my request for my mileage with the little stubs and that of my wife, with out the stubs. What I did include was the very last, hard cover, of the booklet that was part of the stack of individual tickets for each leg of the trip.
That wasn't good enough, I don't know why? Her name was on it the date and time etc.
Terrible service!
In 1983 I was flying alone from Oregon to San Diego. I had to change planes in San Francisco. I boarded the plane and settled in for the last leg home. Everyone had gotten on the plane. A flight attendant approached me and asked me to come with her. I did. I asked her 'What's this all about?' She said nothing, but continued escorting me to the front of the plane. When we got there, she pointed towards the gantry-way and said, 'there please.' I exited the plane, turned around and saw another person head past me into the plane. I asked the flight attendant, 'What's this all about?' She smiled and closed the door in my face.
I had no answers and only questions. I headed to the ticket counter and got no explanation either. Finally I asked, 'Did you guys overbook the flight?' The ticket agent just smiled and said, 'I can get you on another flight in 8 hours. It's not already booked.' I was a juvenile at the time (16 yrs old). I asked if that was all they were going to do for me and the ticket agent said nothing. But she did hand me an updated ticket.
I was so ticked off. All they had to do was tell me they had made a mistake by overbooking the flight. But they wouldn't. The booted a juvenile too.
I swore that I'd never give United Airlines a penny of my money as long as I lived. I have kept my promise. I am now a General Manager of a multi million dollar store. I travel each year... sometimes twice. Has United seen a penny of my money? Nope.
You United Airlines people ought to learn something from this.
The complaint has been investigated and resolved to the customer’s satisfaction.
from Ontario Calif. to San Francisco was suppose to go to Washington DC but their was a ground stop in San Francisco so I ask them about my flight so They send me to Chicago when I arrive they said they don't make stops at GSP SC so they said they would send me to Charlotte NC before we left Captain was late and at Chicago they change gate from H3 to H2 so when I went they said I had missed the flight and I was there so they send me to Philadelphia and then after their was a 1 hour delay and then to GSP SC and all this was at American Airlines because of Untied Airlines could not get me home from 8:00 pm Sunday night to Monday night almost lost my job and no sleep for 2 days
Scam!
When my father passed away, I needed a bereavement flight. I had to deal with customer service in India that had no compassion. They put me on flights that would take over 12 hours of flying (3 normally) and return me on a day that did not work. I finally took some flight times and told them I had a $200 credit voucher good forever. United could not find it in there system. Then they found it but only partially. They would not honor my credit. This is hours later. I then told them to use my 67,000+ miles and just book me a flight. I figured I would get the times I needed and use the 25,000 miles.
Because it was immediate, they would have to charge me 50,000 miles.
At this time, I had hardly had any sleep as my father passed away early that morning. I told them to just do it. Guess what, my miles just expired and if I paid full price, they would reinstate my miles for future use. So United STOLE my miles and my $200 credit. I finally booked a flight on Jet Blue for less money. It was one of the best flights I had. Now they want to charge extra for baggage and they are at the bottom of reported customer service. What goes around comes around.
As far as I am concerned United Airlines can go to h%*l. They rightfully deserve it. Nobody will take responsibility after repeated calls and letters. I dare United to rebut these facts!
The complaint has been investigated and resolved to the customer’s satisfaction.
The same thing happened to me! But with a $50 electronic certificate discount that they sent me when I signed up for their credit card. When I looked up a flight with the coupon it was more expensive then the EXACT same flight with out the coupon. When I called customer service the person on the phone made no sense what so ever. She kept repeating the same line over and over that certain flights are not eligible for the coupon. This was total farse because this was not stated what so ever on the coupon. When I tried to explain that it was the exact same flights layovers dates and times the only difference is that i put in the coupon code for one of them, she repeated the same statement. The she acted like the situation was resolved! Like ok now u are set to buy the ticket and this really pissed me off. Then she said that she would like to know how to service was from 1-5 and I said zero. She repeated her statement again like a brainless robot because I didn't pick a number within her specified range. I said zero again. Then she said in a threatening voice would u like to talk to my supervisor. I responded in a calm voice yes please. Luckily the supervisor had a brain, found the price of the flight I was looking at and ordered the flight with my discount for me over the phone and apologized for the mistake. The United website tried get out of their $50 discount by giving me only a $14 discount! What cheap [censor]s! and horrible customer service people! I'm glad I stood my ground to prove a point to the customer service rep that I had a point to what I was saying! ! I can't believe United is getting away with scamming people so bad !
United sent me a coupon for 10% off my next flight. I priced a ticket with and without applying this coupon. The ticket priced with the coupon applied was raised 9.52% So the coupon was actually for .48%. That's POINT 48. Less than half a percent. I priced it twice to be sure I was seeing this correctly. What a scam!
United Airlines, do you think we're stupid? Apparently you do think we're brainless cattle because that's how you treat us. This kind of scam only serves to insult our intelligence and piss us off. You were better off not sending this coupon at all.
UA, you suck.
I used United Airlines to book a ticket from New York to San Francisco. The ticket agent had informed me that there would be $75 in taxes and fees. I agreed to that. They sent me an e-mail receipt to confirm the $75 in taxes and fees.
When I returned to New York, I checked my mail and checked my credit card statement. United Airlines charged me $75 in taxes and fees and then they charged me $75 again. They charged me for the same thing TWICE!
So I spoke to customer service at United Airlines 4 or 5 times. Each customer service representative said that they had committed a mistake and each customer service representative transfered me to another line, which was a dead line. Basically there was a robot answering the phone going on about nonsense and finally saying “Blah blah blah blah, press 1, blah blah blah press 2”. None of these options were remotely related at all to my situation.
Each time I spoke to United Airlines customer service, the people said “I’m sorry sir, we made a mistake. We’ll transfer you to so and so and you can ask for a refund” and each time they sent me to a dead line with a robot answering system. Each time they threatened to transfer me to a dead phone line I specifically told them not to transfer me to a robotic answering system and that I wanted to speak to a human being to resolve this issue. They kept saying “sorry sir, we don’t handle this, I have to transfer you to so and so department” and each time they transferred me to a dead line with a generic robotic answering machine!
Also, this is not meant to be offensive, but for some reason all the customer service representatives spoke poor English and at times I had to ask them to repeat what they were saying or had to repeat what I was saying.
Finally I spoke to the dispute resolution department at my credit card company. The lady at my credit card company sounded very sincere and was very helpful. She looked at my statement and saw that United Airlines charged me $75 TWICE. So she called United Airlines, and 20 minutes later got through to someone (a human being, not a robot) who supposedly is the manager in charge.
The lady from my credit card dispute department stayed on the line and the United Airlines manager (who spoke poor English) started having a conversation with me not related to the dispute I was arguing. I got straight to the point to ask him why he charged $75 TWICE.
He said “Hmmm….Well…..(Non comprehensible language)….let me pull up your record” and after a while he said that $75 is charged in taxes and fees. I KNOW THAT, BUT WHY DID THEY CHARGE ME $75 in taxes and fees TWICE!
Basically the guy had me on the phone forever just to tell me what I already know. I know I’m supposed to be charged $75 in taxes and fees, BUT WHY DID THEY CHARGE ME TWICE?
I told him that “I ALREADY KNOW THAT I AM SUPPOSED TO BE CHARGED $75, BUT BACK TO MY ORIGINAL QUESTION, WHY DID YOU CHARGE ME $75 TWICE?” to which he replied in some non comprehensible nonsense. The conversation basically went on like this for a while. Finally he said “Hold on sir, let me take a look at this”. Then he finally said “Well, we charged you $75 in taxes and fees, and then we charged you $75 as a cancellation fee”…….WHEN DID I CANCEL A TICKET? WHERE DID THIS COME FROM?
The first 4 or 5 United Airlines customer service representatives I spoke to said that they had made a mistake. But when I spoke to this manager, because the agent from the dispute department at my credit card company was on the phone line with me, suddenly the United Airlines manager frauduantly claimed that I had canceled an airline ticket.
When I informed him that I had never canceled an airline ticket and didn’t know where these accusations where coming from, guess what he did? He said “Hold on sir, let me transfer you to so and so” and put me on hold forever.
My credit card dispute department agent told me that she couldn’t wait anymore and that they would send me a letter of dispute.
I am awaiting this letter of dispute from my credit card company. I hope I win this. Furthermore, I hope no one ever has to go through this. BOYCOTT UNITED AIRLINES.
Long pending refund with no action!
Our flight from Sacramento to Chicago on June 03, 2007 was canceled due to the mechanical problems. We live abroad and bought the ticket via a travel agency in cash. Customer service told the ticket will be refunded soon last year and we are still waiting for a positive response. I called and emailed them several times, however no refund yet. It has been more than 7 months now. How may I get a refund of 630 USD. Plz advise smb!
Female homeowner ripped off
I had a $49.95 dollar coupon that ended up $4,518 dollars.
I told him I was a first time home buyer and that he could be ripping me off.
The technician told me if he did half the job I would run the risk of the furnace breaking down and it would cost me 10-15 thousand to get a new one. Also told me that if I called sears they would charge me 5 or 6 thousand. I called sears 1 week later they charge 189.95 for 8 vents, $19.95 for each additional,$50 bucks for blower motor cleaning. To compare these con-artist charged $690 for 9 vents, $500 for blower motor cleaning. Just to give an idea of the major rip off I have encountered. I spoke with the person who handles the complaints and got no where.
The complaint has been investigated and resolved to the customer’s satisfaction.
This "business" is a scam. Do not have any service done with them. United Air Care, Inc. turned a $50 coupon for duct cleaning into a $1, 200 bill. I was not home during the service, but they straight up took advantage of my wife. Now they will not call me back after three attempts to talk with a manager.
Stay away from using Indoor Air Care or United Air Care (the company's former name).
Their ads suggest reasonable prices for cleaning air ducts, but once they get to your home, they "recalculate" the amount of work needed and charge an astronomical amount of money - thousands of dollars instead of hundreds.
One worker didn't speak English, couldn't answer questions, and barely did anything - he held the air hose.
They'll offer coupons, too, to make you think you are saving money, but the initial price is so inflated the coupons make no difference.
Please use another company and get multiple quotes. I unfortunately researched this company as the work was being done and the contract was signed, otherwise I would never had used this company.
"united air care" has now switched its name to "Indoor Air Care" beware for this company...they are very BAD people!
Failed contractual obligations
United Air Care
90 Broughton Ave
Bloomfield, NJ 07003
[protected]
www.unitedaircare.com
We hired this company to perform duct cleaning, based on a coupon offer they had made available. When they arrived, they not only gave my wife a hard time about the coupon, they then quoted an outrageous amount for doing additional work. When my wife declined the additional work, they became irritated, packed up their equipment, charged us and left. My wife called me, visibly upset. I came home and reviewed what they had done in terms of service. Of the items billed, they did not complete the job, left the house in a mess (discolored walls, dirt on the floors etc), they had apparently filled out their own inspection report and gotten my wife to sign off on it. I called the company and discussed the issues with Nick, the office manager and stopped the check pending their completion of the job. After going backwards and forwards a few times with Nick, they agreed to come out the next evening at 5pm with a manager to fix the problem. The workman arrived at 3:45 pm, with no manager when I wasn't home. My wife did not feel comfortable letting them in without me there. I called the manager, who said they would wait till 5 pm when I got home. I got there before 5 and they had left. I received a voicemail from them saying that they had reviewed the work and felt that they had completed the service and no mess was evident (I find this hard to understand as they had not entered the house). I called the office again and spoke with another manager Claude for 45 minutes, who promised me that they would come out the next day at 6pm to finish the work. They did not show. Again a day later, they show up at the house at 8:15 am, with no appointment at the house, when I'm at work. I received a voice mail saying they were in the area and wanted my availability.
Now while I am comfortable with paying for service, this is not service in any shape or form. They have neglected to live up to their promises and I have issues with the fact they did not complete the work. I have photographic evidence of the lack of clean up, and the condition of the vents that they supposedly cleaned. There is no doubt in my mind that they failed in their contractual obligations.
Sincerely yours,
Simon Sacke
15 Toth Lane, Rocky Hill, NJ 08553
The complaint has been investigated and resolved to the customer’s satisfaction.
I had this company come out to my house this morning. We were given a window of 7am-9am. This guy shows up 7am on the dot, minus his crew. I knew the $39.95 coupon was too good to be true. After inspecting my house, the guy started rattling off additional fees for access pannels and because I had 1 large return, that was extra. My husband pointed out how this was false advertisement and when he called to set up the appointment, he was very clear to the woman that he was only paying for the service stated on the coupon and she agreed. He declined to have the service done and dismissed the guy. I kinda felt bad for him, I bet he deals with irrate customers all the time. I think this is why he shows up alone first because chances are that almost every call he goes on, the customer declines. He did agree the coupon is misleading and agreed we should call the company and complain.
I just called these guys to my house after getting this $39.95 coupon in the coupon clipper. When they showed, they immediately started hooking up their hoses and getting ready to start the job. They then inspected the number of registers and additions that were not covered by the coupon and it came to a little over $200. I could live with this and signed off for them to proceed. They then cut wholes in my main return and main out from the AC/Heater. 10 minutes later they came to me and said it was going to be alot more to get the job done right...to the tune of around $900. I said no way. He said the $200 job would not be a good idea and I should do the $900 or nothing. I said then I don't want anything...please leave. This worker "Claude" then got agitated and said he would have to charge me a service fee for coming out. I said, I'm not paying anything because they didn't do anything. I told them to get their stuff out of my house. I then, went down and inspected the holes they cut and I was mortified. Not only did they not do anything, I'm going to have to have someone come out and look at this stuff to make sure this is sealed properly. I asked them again to leave, and "Claude" wanted to collect his service fee. I told him to bill me and good luck with that. At which point he said and I quote, "how about I collect it right now." Now I'm not sure if this is some kind of threat or not...so this is when I called the Police. Yes that's right...and this guy had the balls to stick around and argue with the State Trooper that showed up! I plan on writing letters to the BBB, all 3 credit companies in the event they attempt to ruin my credit, and writing as many online reviews of what happened here. This company is horrible.
I am in the middle of filing a complaint against Indoor Air Care as I write this. I had them come out to clean my vents this past April (09). I had their $39.95 coupon that was in the Valupak and I chose them because of their ability to clean air conditioning coils. The week before I had an AC man come out who said that was the reason why I was getting poor air pressure coming out of my vents. The AC man was pushing for me to get an entire new unit, upwards of $2, 500, which is why I chose to have the vents and coils cleaned first. I was at work at the time and my friend was home to let them in to start cleaning the vents. The majority of the work was done while I was still at my office but we had several telephone conversations while they were there, adding additional work to be done. I pretty much had everything they offered outside of the dryer vent cleaned. The vents definitely needed cleaning so they did look much cleaner after vacuuming out. I was, however, surprised that they cut holes, both big and small, throughout all my ductwork but I guessed that's how it's done. They were there about 2-1/2 hours. When I went to use my AC, the air pressure was no better than before they started. Upon calling several other vent cleaning places, they all gasped when I told them how much I ended up paying - $820 - and I stupidly paid in cash. And according to the tech, I was getting a huge break on the price. Having never had this type of work performed before, my thinking was it was a lot of money but I would be getting better air flow which would save on my ac and heat bills, not to mention cleaner air and less dust. The other vent cleaning people said that to do a complete job of cleaning the coils, etc., it would have been a 4-6 hour job of taking it all apart and cleaning them properly. I just called Indoor Air and expressed my complaint and asked to speak to a manager. I was told by a young girl that I should speak with "Brianna" who heads the 'complaint department'. I asked what the manager's name was and was told "Desiree". Aside from sounding like a bunch of barbie dolls running this business, I'm not sure I will get anywhere after having now read all these complaints. I did find out that the tech that came out to do the job was named "Ronnie", who was the one who told me what a great deal I was getting because normally it would be over $1, 000. Hmm... I'm not feeling like I got such a great deal right now. If things are not rectified soon, I will be contacting the Better Business Bureau.
I, too, had a $47.95 coupon - was charged into the thousands, PLUS they damaged my carpet & carpet cleaner - they used it as a VACUUM, thus filling it with metal shavings.
it took me 5 HOURS to clean up the mess they left.
This company now called Indoor Air Care in Bloomfield NJ did the same thing to me. It was terrible. I felt so uncomfortable as the man kep hounding me to do additional work for $1000 more. He gave false CDC claims and said my furnace would break down if I didnt.
i am so upset with this situation. The paint is cracked around my vents and the place is a mess. Stay clear of these scam artists.
My husband hired a United Air Care duct cleaning company in California based on a coupon for $89. I agreed to a little more work, but did not agree to the $803 these gougers charged me! No one has any last name at this company, and the invoice lists a non-existent Tarzana address. I tried to have the BBB resolve this, and spoke with "Danny" who told me to e-mail him a complaint and he would investigate. When I called a month later, he had done no investigation and acted like he had never heard of me or my written complaint. Please fully check out the poeple you allow into your home.
LRS
Terrible service
Was flying from PVD to SAT on June 11, stopped at Newark NJ flight 260 while waiting to board transfer flight onto flight 260 asked several times about my police dog who was on cargo, was concerned because he was acting very upset leaving PVD, nobody would let me know how he was doing. Then got onto flight 260, I had picked out my own seat which was 16A on the internet but the couple next to me had a 2 year old laying on top of his mother acting fussy so I offer the couple my window seat where I was very comfortable and needed to take a nap because I got up at 2:30am so I could arrive early to check in with the K-9 and once I arrived in San Antonio had to go straight to work at the Sheriffs Dept. NE ays I offered to let them let the the 2 yr old have my seat so the whole plane would not be disrupted by his crying not that I wanted to move I was perfectly comfortable but the airline steward white male, not the black female began to argue with me in front of everyone stating there were no other available seats, I explained I wasn't asking for a favor I was helping out the flight and he argued with me you can ask the couple next to me, 5 minutes later he came back very rudely and stated you can sit in the Isle seat, I believe it was 18 D, then I had to put up with the man to my right complaining to his wife the whole trip because he didn't want anyone sitting next to him. When that same steward came back and asked the couple to my right what they wanted to drink he completely ignored me. He was also very unprofessional with some other customers who were trying to use the restroom while he was handing out snacks shaking his head, it was just a horrible experience and the idiot next to me kept pulling his cell phone out to see who was calling and his wife kept getting on his case but the stewards who were not doing their job did not catch him. I don't think I will ever fly Continental again!
Flew recently from Ohio to Los Angeles, and experienced the meanest and rudest flight attendants ever! Couldn't get over how rude they were. Will never fly Continental again.
On December 20, 2008, at 12:13 PM, I received notification from Continental Airlines, that my flight CO529, confirmation AGHMGV, due to leave Denver International Airport (DIA) at 6:25 PM for Newark International Airport, had been canceled. I was due to fly with my wife and son, to join our three daughters who had flown earlier, to New Jersey to spend Christmas with family. I was told that there were no flights until December 23. I immediately purchased three one way tickets on Frontier Airlines, at a cost of $1, 705.50 for the three of us. While we were in flight to New Jersey, at approximately 7:00 PM, Continental called my phone to tell me that flight CO 529 was reinstated and it would leave around 10:30 PM on December 20, 2008. Of course I did not recieve that message until I landed in Newark, and that was too late to be of any use to us and it was past the scheduled departure time of the canceled flight.
Tonight, January 21, 2009, I called Continental airlines, to get them to pay for my Frontier tickets, and they refused, but did offer to refund the unused portion of my original ticket, which should amount to about $538.50, which leaves me out $1, 167.00 for this event which was 100% the fault of Continental. Obviously someone was very hasty in canceling the flight in the first place. I hope that you can help me get Continental to pay for their error.
Ironically, my Frontier flight was right behind Continental Airlines flight 1404, which crashed and burned right in front of us at DIA. So I was not the only one to get burned by Continental Airlines that night.
What a pathetic way to run a business!
Sent: 14 Jun 07 10:35:31 To: Cc: Subject: Flight Experience Message: RE: CO Flight 1144 on 6/8/07 Originally scheduled to depart at 5:25 pm, this flight didn't take off until 5+ hours later. Delayed from the start because of late arrival from Washington, passengers began boarding at 6:50 pm (appx.) and then sat on the runway for nearly four hours. I...
Read full review of United Airlines and 23 commentsDelays, mechanical probs, poor customer service
Flying from LA to Sacramento, what should have been a simple 45 minute flight... First, our flight was delayed 1 hour. Then, we finally boarded only to circle the runway for another hour before de-boarding because the plane had mechanical problems. We were informed that the flight will be cancelled, but shortly after that announcement, we were informed another plane will become avalable. We waited in LAX for 6 more hours until we could resume a flight, arriving at 5AM. Because this was a business day, many of us were trying to get to Sacto for business meetings. I got one hour of sleep in a hotel with gum on the carpet, and an attendant with binoculars and a "billy club" on her countertop. All because of Untied's incompetancy, I missed my reservation at Homewood Suites. Way to prepare for the training I had to give for 3 groups the next day.
I followed up by calling the customer service number. They were a group of [indian] folks, with nearly incomprehensible accents, but with american names. The most they could offer was a $200 voucher for another of their flights. Yeah, I'm just dyin' to do that all over agian...
Today, we go to pick up my grandmother-in-law, also delayed overnight in LAX, by United. Why is it that United has over 40% delayed flights listed in the monitors in the airport, while other airlines do not?
The complaint has been investigated and resolved to the customer’s satisfaction.
Flying from little rock, ar to mexico city, mexico what sure have been a 4 1 / 2 hour trip and ended up bein a 8 1 / 2 hours do to delays. . . From little rock to houston was great. On the other hand me traveling with 2 small children we waited for our next flight no one told us we had a delay, on one told us anything about the flight. I finally went up to talk to someone about the flight and they told me that there was goin to be a delay of 30mins. So as we waited they kept pushing the time back we ended up waiting for 4 hours. We aboarded the plane n set on there for 45 mins if not longer. . . Then the fligt attendant told we r waiting on the captain to aboard. Then the flight attendant asked for everyonr to exit the plane do to the captain so we all exit n waited in the hallway for another 30 mins. We finally got back on the plane and no longer then 2o mins later the captain says we are waiting on fuel so we wait on the plane for about 15 more mins. We finally made it to our desantion in mexico city, mexico. Do to all the delays i missed the bus to family house and had to stay the nite in mexico city 3 hours away from them. My flight number was 4175 my name is jessica velazquez martinez, feel free to email me @ goochie_girl22@yahoo.com or call me @ [protected] thank you
About United Airlines
United Airlines operates out of its main hub at Chicago O'Hare International Airport, with additional hubs at Denver International Airport, Houston George Bush Intercontinental Airport, Los Angeles International Airport, Newark Liberty International Airport, San Francisco International Airport, and Washington Dulles International Airport.
The airline offers a wide range of services to its passengers, including a frequent flyer program called MileagePlus, which allows members to earn and redeem miles for flights, hotel stays, car rentals, and other travel-related expenses. United Airlines also offers a variety of in-flight amenities, such as Wi-Fi, entertainment, and food and beverage options.
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United Airlines is committed to sustainability and has implemented a number of initiatives to reduce its environmental impact, such as investing in fuel-efficient aircraft and alternative fuels, reducing waste and emissions, and supporting conservation efforts.
Overall, United Airlines is a reliable and reputable airline that offers a range of services to meet the needs of its passengers. With its extensive network of destinations and commitment to sustainability, United Airlines is a popular choice for travelers around the world.
United Airlines Customer Reviews Overview
One of the most positive aspects of United Airlines is its extensive route network, which makes it easy for travelers to reach their desired destinations. The airline also offers a range of in-flight amenities, including Wi-Fi, entertainment, and comfortable seating options.
United Airlines has also received praise for its frequent flyer program, MileagePlus, which offers a range of benefits to its members. These benefits include free checked bags, priority boarding, and access to airport lounges.
However, some customers have reported negative experiences with United Airlines, particularly when it comes to customer service. Some have complained about long wait times on the phone and unhelpful staff at the airport. Others have reported issues with flight delays and cancellations.
Overall, United Airlines is a popular airline with a strong reputation in the industry. While there have been some negative reviews, the airline's extensive route network, in-flight amenities, and frequent flyer program make it a popular choice for travelers.
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Bought tickets for a wedding and the wedding got canceled.Unemployed and will not give me a refund even though I explained the situation to them and they have 2 months to re-sell the tickets they told so sorry we can not help you. Then you should change you phone number to 1-800 we couldn't care less about you .We have your money and we are keeping it. Never fly Continental airlines again in my life. Buyer be ware.
I am trying to get documentation to prove our flight was cancelled on March 14th 2010 out of Newark, NJ for the insurance company.
I'm not even sure if this is the right sight for this request, been getting the run around for 2 days and several phone calls. This is the sight the customer rep. gave me from Continental.
i just went on a flight i saw a 15 dollor charge on my card whan i called to ask about this the men was very rude and hung up on me i did not get his neme he said he was a superviser m and my mother-father fly alot from fl to nj both back and forth here are our frequent flyer nubbers hj839038-ab16167-sg540541 if this is the way i will be treated when calling i will find another airline to fly thank you leslie desouza
By way of follow up, the FCC did indicate the rules were broken and the attendant should have accommodated the request.
neither am afraid!Think theyre more in your age range!
REASONABLE accomodations...not breaking a federal law (if said federal law does indeed exist)
Hey craidababe...you must work for Continental or perhaps have the misfortune to be married to the flight attendant in question
compo seeking [censored]..