United Airlines
reviews and complaints

over booked flight . busiest day in airport history. tsb security unable to handle pass. flow..
Continental unable to rebook customer on any of their flights and unwilling to book them an other airlines, people arrived 2 or more hours early couldn't get ticket lines and security checks in time to make flights.
Continental trying to rebook pass. over 24hours past orginally booked
flight.

Bakersfield airport United Airlines flight to Denver August 2008:
I was selected to be searched in Bakersfield which I was told was random, I think because my flight was changed at the last minute. This is always startling and I was very uncomfortable since I was only looking forward to going home. A white security guard came rushing up and asked if I would rather have her shake down. This should have been embarrassing to her, but no, she seemed good with that question and I feeling reduced to a child just said "no I just want to go home". I don't think they get it at there, this was another awful experience with United Airlines.

These guys are SLEAZEBALLS! It was 105 degrees, my husband was out of town, and our a/c broke down. United Air Care had been to our house, so I called them to check, and they told me the whole system needed to be replaced and it would be $6000. Later, they tried to tell me I needed a more expensive system. In another call, the price went up to $7500, and then when I told them that the original quote was $6000, then the guy said, "oh yeah, I forgot that you were getting a discount." To make a long story short, my gut told me these guys were shady characters, so I cancelled the job and called another company. Of course the system didn't need to be replaced, and the a/c was fixed for a few hundred dollars.

August 29, 2ØØ9

Mr. Jeff Smisek, President and CEO
Continental Airlines Inc.
16ØØ Smith St. – HQS
Houston, TX 77ØØ2

Dear Mr. Smisek,

This was originally submitted via continental.com on Sat., Aug 22, 2ØØ9. On Fri., Aug 28, 2ØØ9, I called Customer Care to ensure that my email had been received. I gave my One Pass number to the lady on the phone and she was able to check and verify that there was no record yet of receiving my email. She explained that due to the recent furlough, Continental lost 25 Customer Care agents, and that it is taking 3 to 4 weeks to review emails. I am not too sure this is information that a consumer wants to hear. She asked me to tell her what had happened. Her name was Carre Bates (Houston). She assigned me Cust Care ID 41759ØØ. After going through my ordeal, she proceeded to thank me for my time. I asked her what would happen next. She informed me that was all. The information would be forwarded to a monthly report and the case was closed.

I called back later in the day to verify that my information was taken and spoke with Angela Evans (Houston). She assured me that the report (41759ØØ) was filed and closed. She proceeded to give me a new ID, 4176133, which she also closed during this call. My experience with her was a little “more pleasant” than with Ms. Bates, but not by much. I was informed about the loss of 25 Customer Care agents, which has caused a delay in responding to service failures. Again, from a dissatisfied consumer point of view, this is irrelevant.
I just wanted to share my Continental experience. All in all, it is still hard to believe that given consumer choices and the state of the economy that such poor customer service exists in this
market.

Aug 15, 2ØØ9, SAT-IAH (CO 178) - No problems

Aug 15, 2ØØ9, IAH-CUN (CO 1464) - The flight arrived as scheduled at 3:3Ø pm. However, my bag did not. Tracer CUNCO45841 was opened. Cancun baggage agents entered my bag claim number and advised me that my bag was not scanned into the system. No telling where it may be. My bag was finally delivered to Tulum 9 hrs later. Everything was explained to me about baggage tracing. But, I had to practically beg for an amenity kit. Airport personnel seemed a little "bothered" by the fact that the upstairs offices were closed and they had to find the key and then had to search for an amenity kit. It almost seems that this simple act was a bother to them.

Aug 21, 2ØØ9, CUN-IAH (CO465) - No problems

Aug 21, 2ØØ9, IAH-SAT (CO1779) - The nightmare begins. The flight was delayed over 4 hrs. First we were told due to weather, then to crew rest. Complete chaos. Gate agents had no idea what was going on. No reassurance -- kept being told to sit and wait. Gate agents appeared to be "winging it". Gate agents told pax to go to other gates for flights to SAT and see if able to board stand-by. Pax were told they were bringing "carts" (snacks/drinks) to the gate. The carts never came! Flight CO1779 eventually cancelled around 1Ø:ØØ p.m., even though flights had already resumed. Hell broke loose! Gate agents clueless. I kept being told to go to different gates to waitlist for other flights to SAT (which were also delayed). Once I got to the different gates, those gate agents were most unhelpful. I was told I should have gone to the airport Customer Service Centers for resolution, and not directly to the gate. Keep in mind; I know I was not the only pax affected by this. But ALL pax were told the same thing--to go to the "new gates" and standby for the next flight. Everyone appeared to be passing the buck and no one wanted to take ownership of the situation. The rudeness of the gate agents during this chaotic/stressful situation was quite blatant. I would think that airport personnel have received better customer service training on how to deal with this type of situation seeing as how it is becoming more frequent these days with delays/cancellations and overbookings. This is not an isolated incident. Each time I connect through IAH, I notice that CO employees are not the most helpful. Most IAH employees I have encountered seem to take their job as more of a "chore".

Not once, was I offered a coupon for even a bag of chips or something to drink. I was at wits end. I went back to one of the Cust Srvc Centers and then it happened...ANA YAKAMOTO (Team Leader)...what a blessing! She never faltered or was "short" with any of the customers. When I got up to the counter, of course she was already aware of the situation and worked ever so diligently to seek resolution to the problems. The same time she took with other pax, she took with me. She finally got me a confirmed seat on one of the last flights to SAT on an aircraft that was going to leave (CO245Ø). Of course, I made it to SAT after midnight, but again my bag did not. I checked with the two young ladies who were working as baggage agents (LISA BYRD and ANA GONZALES) in the baggage claim area that night and again my bag was not scanned into the system. I was informed that my bag should arrive on next flight from IAH-SAT, which would be around 1:ØØ a.m. My bag did arrive and I do understand the delay given the situation with flights from IAH on 8/21. Lisa and Ana handled this situation very professionally and courteously…true professionals.
I know I do not travel enough to truly be of any significant value to Continental, but this experience is making me re-evaluate my choice of airlines. Continental has always been by choice of carrier for travel to family and friends in Mexico and Central America, but after the extreme poor leadership and lack of concern for pax comfort at IAH, I will think twice. Funny thing is, my travel companion flew AA from CUN to DFW and encountered delays as well, but upon speaking about our experiences, he stated that yes, it was chaotic as well at DFW, but AA personnel handled it efficiently and professionally (I am only taking his word for his experience).
The only positive and professional personnel I encountered during this trip were Ana Yakamoto, Lisa Byrd, and Ana Gonzales. Please pass my sincere appreciation to them and afford these ladies the recognition they so well deserve.

I would kindly appreciate a response from Continental. Ana Yakamoto, Lisa Byrd, and Ana Gonzales cannot do it alone, but again what a blessing to have dealt with them. It was the proverbial finding "a needle in a haystack", but these 3 service professionals alone cannot remedy the comedy of errors that I encountered on this trip.
Thank you.

James A. Trevino
San Antonio TX 78212

cc: Bill Meehan, VP Airport Services
Fernie Lopez, Airport Services Corporate Officer

I don't know what is up with United Airline's delivery service for delayed baggage, but it is really strange and substandard.

My family and I flew back from Paris and had a two hour layover in Chicago (our entry point into the US) on our way to our final destination of SFO. Two hours would have been fine, except UA couldn't get the cargo doors open, so it took one hour to collect our bags and rush through customs' long line. The net net is my family's 6 bags did not make our connecting flight to SFO.

I immediately did what I was supposed to do in SFO - I filed claims for all 6 bags at the UA baggage kiosk. I was informed in my claim form to visit the website for an update. Some update. The information never changed until right before I received my bags.

One bag took 14 hours to get our home. Five bags took 32 hours, despite UA's claim that "most bags" were delivered within 24 hours.

The strange part was the delivery people UA used. The first delivery was made by a sloppily dressed man in a beat up small truck with a shell, and apparently his little daughter and wife. The only reason I saw them was they were exiting my side yard and I ran out to ask if I could help them. They left the bag by a little used side door, despite my instructions to leave them by the front door. It would have taken me days to find the bag had I not seen these people leaving my side yard.

The next 5 bags took much longer, and I had to call UA 5 times. Each time I called I was told the bags were still in SFO but would be delivered by x:00. Each time the appointed hour arrived the bags weren't there and I had to call again. When they finally arrived, 32 hours late, they were again delivered by another random, sloppily dressed man, in a tiny beat up car (no UA signs anywhere), with a woman asleep in the front seat. I am certain that the reason our bags took so long is we have 5 of them, and UA is using random people and requiring these people use their own cars (no matter how tiny) to make the deliveries. I'm sure that these random people saw our 5 bags and told the airport personnel that they couldn't take such a large load - it would have to wait for the next person.

UA's delayed baggage delivery service is terrible, and there is something very wrong and unprofessional about it. It is as if they are asking random people to drop the bags off on their way home from traveling (perhaps UA employees who were traveling on personal trips with their families?) In trying to cut costs, they have gone too far on this one.

I had one of the worst experiences of my life at United Airlines, I had to watch as my son was poked and prodded by some greasy guy with dirty long fingernails and unwashed hair hired for security, he kept poking my sons stomach and I wanted to slap him. If it wasn't for the man in military uniform and rifle next to us I would probably have protested. My son came to the airport to see me off, he was not going to take any flights. I have always remembered that event as truly distressful.

That is the way that Continental conducst business. You complain, you have a valid complaint, and they snub.
You file a lawsuit, they hit you with high priced lawyers. Their tactic is to stall, stall, stall. They would rather
spend $10, 000 defending a case that could be settled for $500.

In my opinion, they also have some of the worst flight attendants in the sky. Again, in my opinion, one of the
worst ones is Annette LaDuke. I believe she is senior and flies the long hauls. She is rude, crude, demanding,
and cheap. BTW, she doesn't pay her bills either, ask anyone that knows her.

I could go on, and on, but what's the point. Continental doesn't care.

I received a coupon for $49 in the valuepak mailing to my house and called for an air duct cleaning around June 2009 for $42.00. The tech came in and took a look in my attic at my vents. Barely looking at it for about 3 seconds he claimed I had asbestos without testing. I was surprised myself since I had a property inspection 8 months ago. He then claims I needed to take the whole insulation out, metal vents out, and replace all the ducts with new ducts. Coincidentally their company did just that! WOW! He then tries to sell me a UV light to sanitize my vents for $600! So I looked through my records and found I don't have asbestos and the insulation around my vents he claimed were asbestos were actually fiberglass insulation.

When telling him of this information he claims fiberglass insulation is unhealthy as well and should be removed. He refused to clean my ducts because of the supposedly "asbestos", however I had a furnance that need cleaning also. $400 to clean the outside of my furnance with a window cleaner.

I was so pissed I paid the guy $400 so he can clean the outside of my furnance with windex. If I knew what I knew after I would have kicked the guy out long time go. Now reading this complaint I should have kicked the guy out from the very beginning. WTF! These SOBs stole my money and provided with lies and ### service. NEVER EVER Use these crooks!

The response to my stolen ipod was that it is not covered under their policy. When I called they said I could always try taking them to court. The specifics below:

On June 20, 2009 I arrived at the airport in Los Cabos to take Continental flight 1453 to Houston. When I arrived at the Continental check in desk, the agent asked to check my bags. I set my 2 bags on the table and the agent inspected the bags, zipped them back up and then handed them to another agent who was standing behind her. The agent took my bags and walked me to the check in kiosk. While I was using the kiosk the agent took both bags behind the counter and put both of my bags on the conveyor belt to be loaded on the plane and told me that there would be a $25 charge for the second bag. I quickly told him that the small bag was a carryon and that I did not want it loaded on the plane. The agent said that because it had already been inspected that it could not be carried on. I then told him that if I could not carryon the bag that I would need to get several items out of the bag. The agent told me that because the bag had already been inspected and now behind the counter that I could not remove or add any items. I tried to explain to him that there must be a misunderstanding and that I was ok if the bag could not be carried on but that I really needed to remove several valuable items. He apologized for the confusion but said that there was nothing he could do once the bag was inspected and now behind the counter.
When I arrived in Houston I immediately inspected the bag after removing it from the baggage claim carrousel and discovered that my iPod touch was missing.

I would have never packed any valuable items in luggage that was not a carryon. I had no choice in this matter and was not allowed any opportunity to remove any valuable items. There was obviously a big misunderstanding between myself and the Continental agent in Los Cabos.

When my flight got rerouted due to the United Airlines computer problem at O'Haire Airport on July 2, 2009. I was told my checked bag would arrive the next day from Newark, NJ to Honolulu, HI. When I got to Honolulu, I immediately filed a delayed baggage claim and was told the bag would be delivered to my residence somewhere between 12:30 p.m. and 4:30 p.m.

This is where the serious problems start. The customer service rep screwed up and keyed my telephone number incorrectly into the system as the number on the internet baggage status report did not match the number written on my claim form. To make matters worse, the reps on the 1-800 service line had no clue as to where by bags were and failed to rectify the situation as they continuously provided me with false updated status reports by guaranteeing the bag would arrive within specified times. I had to contact these ineffectual service reps four times to explain to them the number posted on their system was incorrect and did not match the number written on my claim form.

To make matters worse, United in Honolulu uses an unspecified third party delivery service. Initially, the delivery service, lacking any form of common sense, contacted me at the incorrectly posted number and after there was no answer (according to them), did not even bother to stop by my residence, which is within ten minutes of the airport, and abruptly concluded no one was home at the time. After waiting five hours and well past the delivery time frame, I drove back to the airport to speak to the delayed baggage reps in person since they do not have any direct contact information via telephone or internet. They informed me the bags would not be sent out again until 6:30 p.m.

Finally, after waiting nearly 8 hours, the bags arrived at 8:00 p.m. The delivery woman was extremely unprofessional and had the most difficult time in following simple instructions. First of all, she decided to park her vehicle on the road, outside the fully accessible lane to my residence. When I met her at the entrance to the driveway, she had the bags out and decided to have me wheel the bags 200 ft from that road to my door. I instructed her to put the bags back into the van and drive them to my door. Without any regard to the condition of the bags, she damaged the retractable handle on my suitcase as she threw the bag back into the van without pushing the handle back in to its resting position. The bag handle is now permanently stuck in the upright position and does not work thanks to delivery woman.

For a second time on the same day, I had to drive to the airport and promptly filed a complaint at the United baggage handling counter. The customer service manager, who initially offered an unacceptable method of reimbursement, only agreed to other forms of compensation after a half an hour of debate.

The only fortunate aspect of this farce is I had access to convenient transportation to and from the airport in via my personal auto. For those of you who decide to visit Hawaii, be wary about using United Airlines as they have incompetent and uncooperative employees at their national information line as well as at the Honolulu International Airport. Furthermore, United contracts a delivery service in Honolulu, run by local yokels, who lack any intelligence whatsoever, to handle your delayed bags while destroying them in the process. Welcome to paradise folks, enjoy your visit after a ridiculous price to pay.

June 23, 2009

Glenn Tilton
Chairman and CEO
United Airlines
77 West Wacker Dr.
Chicago, Ill 60601

Dear Mr. Tilton:

I am writing you because I have tried at least a dozen times to find some one at your company to assist me, all to no avail. I have had the worst customer relations experience of my entire life dealing with your organization. Let me quickly relay the facts:

· On May 17, 2009, I took flights 137 and 705.
· On May 17th, you lost my baggage and I filed a report: number M45341
· On May 17th (late that night) you delivered my bag to my home.
· It was left, if a large plastic bag, on my porch. The suitcase was completely destroyed. The contents were heavily soiled and several were damaged beyond repair.
· Your baggage staff had attempted to shove the contents back in and “tape” the bag closed.
· The next day I spoke with Chana Marfil and Rishi of your baggage claim staff.
· They informed me I needed to go to the airport to report the damage, so I went to San Jose Airport that afternoon.
(They told me it didn't matter if I went to SFO or San Jose, so I chose San Jose because it is a little closer to my house).
I arrived at San Jose airport, went wandering through the baggage area to the office, which was closed and locked with the lights off (this was about 3 pm in the afternoon).
· At San Jose Airport, the representative at the check in counter told me it would be months, if ever, before I got any assistance from baggage and my best course of action was to take a $300 travel voucher and her condolences.
· She also told me I could submit receipts for the damaged items to Passenger Refunds-WHQAK at fax # [protected].
· I submitted my information, which included receipts for the damaged items (silk blouses) and drycleaning, the very next day.
· That was over a month ago and I have heard nothing from United.
· I called today and was informed your Customer Service line has been disconnected and I should write or email customer service.
· I emailed customer service on June 10;“Customer Service” emailed me back and told me they had forwarded my problem to the Chicago baggage department. (Sheri Valleri, Customer Relations
Ref #: 8704407C)
I called Chicago baggage department today. They told me they could not help me and I needed to contact baggage at San Francisco. (back to square one).

I work in customer service myself, albeit for a much smaller organization and I would be fired immediately if I offered service that was half as bad as the service provided by United.

I believe your company’s customer service is indicative of this day and age when large companies think they can get the ordinary customer to “just go away” if they make the system complicated enough to navigate. I have spoken with ABC 7 On Your Side, a Consumer Affairs Show about my situation. I am also copying my Congresswoman Zoe Lofgren, because I believe our federal representatives have the right to know that your organization (which they regulate) treats consumers so poorly.

I would greatly appreciate your assistance.

Sincerely,

Nicole

i was unable to get home for a family emergency, us airways told me i had to pay an additional $180.00 to get home to my daughter who was in need of a hospital immedietley. So the airline would rather send a plane off the ground with empty seats than put a customer who already paid to go home 2 days later on it to get to her daughter who needed her . I will NEVER fly us airways EVER again and i advise that you dont either, they dont seem to care . I m also not stopping here i will get to the highest person at us airways and make sure this dosnt happen to anyone else again.

I was booked on a flight out of Cheyenne, Wy to Rochester, Ny fri. 19, 2017. flight was scheduled to depart at 7:07 a.m. cost $325.00
The plane would not not pass inspection several times. We did not leave cheyenne until 11:30 a.m.
I missed all my connecting flights due to this . When I finally reached Chicago the weather cancelled all flights. I wasn't schedled to leave Chicago until 10:00 p.m. the next day!
I rented a car which cost me an additional $500.00.
I am a business man and my time is valuable.
I did not fly from chicago, Ill to Rochester, ny. and i would like a refund for that portion of the flight.

I cancelled prior to service since I felt their extra charges were bogus. I was approved by GE and cancelled the account too. All cancellations were done within 24 hours. Now I receive a letter from a collection agency representing United Air Care for services.
Beware of United Air Care. Use Twitter, Facebook, etc. to warn people about this company!

’ve been Mileage Plus member since 1991. I tried to book the flight on united.com, AC795, Toronto to LA, Jun 15, 2008. Before I cannot find any information about whether they accept US credit card only. After I provided my credit card number, the next page showed my credit card is not accepted. Nothing else came out after this page. No contact information, confirmation number, or email. Nothing at all. I thought the purchase cannot go through. So I turned to book on aircanada.com and received confirmation number and email.

About a week later, someone called regarding issuing ticket of the Air Canada, Toronto to LA flight. I was only asked my billing address. I seemed to hear “United”. I was too sleepy to realize something weird.

Few days later, Air Canada called I also have other booking on United. I didn’t understand why double booking since I didn’t actually book the ticket with United. Even the only call didn’t mention double booking.

So I called United. I talked to a staff and a supervisor with long long hold totally around 30 minutes. They insisted I cannot have refund after ticket issued. My credit card wasn’t accepted when online. Now they charged my credit card, issued ticket without any notice. Moreover, no refund. They blamed me not returning their calls; they called me several times with messages. But the truth is I didn’t receive those calls. I don’t even have answering machine with my phone. They didn’t listen to me.

Although they said they can give me credit, better than nothing, I feel I was tricked by united.com. They don’t care about their customers. They only care about money. I just want to warn every non-US credit card holder must be very careful with united.com.

I had a carry on luggage and as I went through the gate and before boarding the plane, I was railroaded by a Continental worker and he demanded that I check my bag. Mind you, my bag was of legal size. I originally had refused to give him my bag but he threathened me and I gave in fearing that I be arrested. Just the day before I had read about several thefts occurring at Continental terminals in Newark and I was afraid the same was going to happen. Sure enough I arrive at Santo Domingo and my 2 cameras and lenses were gone. I reported the incident right there at the airport. To date I have not heard from Continental and I'm afraid that I lost my possessions forever.
Once you get in at the airport a person looses all his rights and you become a slave to whoever wears an airline/airport identity badge. Furthermore these companies take no responsibility for their employee actions.

I am trying to get a delay letter on Flight #co1077 out of Phila Int. onMar 29 to Houston Tex.with a connecting flight to Wichita, that flight left at910, my flight arrived at 1030, arrived Wichita the next day 12 hours latter, had to get taxi to hotel, taxi and dinner and rent a car the next day because I missed my ride the night before, I hope I am on the right track after 3 hours of phone calls and bad info.
Thank you Capt Richard Price
Us Army Intell. [protected]@yahoo.com

++ i can't complain about the customer but i can about the worker associated with the incident.. right?++
UAL has inconsiderate and rude FLIGHT ATTENDANT.
my family and i flew back to CA from NY after Christmas.
when the airplane is taking off or landing, it is common courtesy for people to put their chair up straight.
this one traveler sitting in front of me had no common sense or manners whatsoever. he didn't even budge or even thought of putting it up. so i timidly and politely requested the flight attendant to ask the man to put the chair in straight form. when asked to put it up by the flight attendant, he just replied "this chair is broken" without even trying to put it up. HOWEVER, the chair wasn't even broken when i came in to seat myself on board. so i said " i don't think so..." over to him and her...

The inconsiderate flight attendant just looked at me carelessly, shrugged her shoulders and left.

so think about it. the ENTIRE TIME, the man just had his chair bent back ALL THE WAY. with little space in front of me, i couldn't even move my legs, or even yet breathe due to clusterphobia. I had some reading to do so i pulled down the desk and he turned around yelling at me to stop shaking his chair.

seriously guys, at that moment, i felt like he was about to punch me or something. i didn't even do ANYTHING but to use up my space that i paid for.

it's understandable to have discomfort because it was an economy class. but that thoughtless man should have bought a business or first class ticket if he wanted so much space.

anyway, i am complaining because i felt like she believed HIM (who was a white man) more than she did me (obvious not white). we are equally both customers who paid exact amount to ride the plane. i wasn't asking for anything MORE. i was just trying to get what i had paid for.

during the flight time, i am ok with bending the chair back. because that's what it was created for. however, from t=0 sec to arrival time to the gate, neither the man nor the flight attendant even TRIED to accomodate my needs.

i guess, me dogging the man scared him. so he left as soon as he could when we arrived at LAX. so I tried putting his chair back up to the upright position because i couldn't get out due to the limited space, the chair moved back to its position JUST FINE!

this just angered me more.

hopefully... this entry can spark some flight attendant's heart to have more compassion and care to every traveler, not just to whom he/she deems more legitamate.

I second the notion that others have expressed...39 dollar coupon equals over 500 in charges...ridiculous. Don't use them...its' a big scam