Main > Everything Else
United Airlines
Kevin Mullins:
My girlfriend wrote this up after her recent trip with the baby to California...... opinions wanted. (including personal experiences)
--- Quote ---Recently I had the displeasure to fly on United Airlines with my two year old daughter. According to the FAA young children are recommended to be in a 5 point harness while on board any aircraft if you have purchased them a seat (which I did, full price).
http://www.faa.gov/passengers/fly_children/crs/
So, having read this I planned to take my child’s car seat, her diaper bag, and her stroller (which I gate checked). I didn’t take anything unnecessary, just the barest minimum of what was needed to travel with a two year old. As a mother traveling with a small child this was quite a bit to carry and was very cumbersome (two hands are needed to push a stroller, but I also had to carry the car seat). As I went through security I was informed by the TSA agent that her father could walk us to our gate to help carry this, but in order to do so I would have to get a pass from the airline I was traveling with. When I asked the man at United Airlines “Customer Care” about this he was very rude and told me in his most snotty voice that they “don’t do that for any family that needs assistance, only people who are disabled.” I asked if anyone from United could assist me and was told “that is not our job.” When I told the TSA agent what United had told me he shook his head and said “the other airlines give out passes to family members all the time.” I kissed my husband goodbye and went through security, which turned into a twenty minute process. The TSA agents felt so bad for us that they offered to help us to our gate. (The same happened on our return flight, I received more help getting to our gate from TSA than I did my own airline.)
After we finally made it to our gate, I thought our problems were over, ha! While gate checking the stroller I asked about pre-boarding (so that I could install the car seat before being in everyone’s way), but instead of answering my question the gate agent told me that “you will board whenever your section is called.” In other words, he blew me off and didn’t even bother to explain to me that United’s policy is to never pre-board families with children or parents with car seats. I found out that info from the gate agent while boarding for our return flight. Instead of being allowed to install the car seat and buckle in my child in relative peace while first class was boarding, I got to carry the car seat above my head (while carrying my child and her diaper bag) because it was to wide to fit down the isle of the plane and it would’ve bumped into the heads of the people already seated. Then hold up everyone trying to get past me to their seats, while I frantically tried to install the car seat, and at the same time tried to make sure my daughter was safely out of everyone’s way. Other passengers offered more help than the crew in both getting on and off the airplane.
Please understand, I was not asking for anything out of the ordinary- only for United’s employee’s to do their job. Both of our tickets were bought full price. I did not bring excess baggage, in fact her diaper bag fit underneath the seat in front of us. I was asking for a bit of common sense and perhaps a smidgen of humanity. The sad part is that because United did not do their job (the job I paid them to do) other passengers and the TSA agents had to step in and do it.
I am not writing this to complain (okay maybe a little), but to warn anyone considering travel with children about United’s bad policies. I know other airlines are far more considerate of their passengers and actually offer assistance, as well as pre-board people with small children to prevent situations such as mine from happening. If I can keep anyone from having the same experience that I did, I will.
DO NOT FLY UNITED IF YOU ARE FLYING WITH CHILDREN, unless you like being treated like crap!
--- End quote ---
Kevin Mullins:
--- Quote from: pinballjim on January 30, 2009, 05:58:36 pm ---"way I see it, nobody buys anything and since you're not distributing refreshments, there's not really a whole heck of a lot left for you to do. why does this plane need 3 flight attendants? Why not just have one to sell stuff and in case of emergency, and then have a roaming employee that goes around and helps people get boarded and then moves on to another flight? seems like only a matter of time before the airline cuts your jobs"
--- End quote ---
Funny you said that..... even though I personally wasn't there, that's one of the first things that ran through my mind and I told her the same thing.
"What their job? To hand out peanuts and drinks.... oh wait, they don't hardly do that anymore either. What's the purpose of their job again?"
And don't let me get started on the dweeb at their "Special Services" counter..... I was there an nearly ripped that guy a new ass before the journey ever began.
--- Quote from: pinballjim on January 30, 2009, 05:58:36 pm ---Anyway, if your wife writes a letter to the airline, you guys will get vouchers... but you'll be stuck flying again. :D I always suggest you close a complaint letter with, "and if this problem is not resolved I will make it one of my life's ambitions to tell everyone I know what a horrible experience I had".
--- End quote ---
Trust me, she is posting her letter on every forum and site that allows posting.
She has also sent a copy to United along with any organization such as the BBB and whatnot.
Common sense goes a loooong way in customer service.
CheffoJeffo:
ugh ...
I used to fly extensively for business and always enjoyed excellent service.
After the security changes and cutbacks by the airlines, I restructured things at the company so that I don't have to travel. It just became too much of a bother to deal with all of the hassles and the miserable employees who know that they are ghosts in the process.
In the past 6 years I have flown a grand total of twice and, if I had my way (both times were family emergencies), wouldn't have flown at all.
Every summer, we take a family vacation and rent a house in the Outer Banks in NC. It is about an 18 hour drive that I make single handedly (Mrs. Cheffo doesn't like driving in unfamiliar territory and I don't like the way she drives when she isn't comfortable).
This year, we've been entertaining flying down and renting a van for the final leg of the journey. While I am a veteran traveller, we have three kids, two with Autism, and I am worried about what will happen if everything doesn't go according to Hoyle.
Thanks for the reminder as to why I keep choosing to drive instead of using those frequent flyer miles ...
danny_galaga:
good news is that while service is slumping, at least the fairs are cheap :)
Kevin Mullins:
Ironically this was posted a day after my girlfriends post:
--- Quote ---Is it just me or does it seem that SOME of the employees of United Airlines are a bit rude? I haven't flown in quite a while but recently decided to take a trip to LA to visit my daughter. I am not too computer savvy but I did manage to make my reservations online and search for updates regarding the new rules for luggage weights and carry on requirements. Upon arriving at the counter, a young man was talking to his fellow employee behind the counter. I patiently waited until he had finished assuming he would look my way and say something like, "Good Morning Ma'm, how can I help you?" What I did get was a exaggerated eye roll and him pointing at the little screen that you are supposed to check yourself in with. Like I said, it has been a while and I honestly had no idea what the hell that contraption was. I did manage to figure it out but as I did, I thought about my elderly parents who do not use the computer and how intemidated they would be by this. Some of you will probably say for me to get with the times. Yeah, I know. But after the price I paid for my ticket, I just felt like the could have been a little more accommodating and besides that, this is my rant!. I guess what I am trying to say is that maybe people that are in the customer service business should try to be a little kinder and patient. I know they deal with a tremendous amount of people everyday so I know that I am not the only one this young man was rude to. So there, I said it and I feel better. Thanks for listening!
--- End quote ---
Navigation
[0] Message Index
[#] Next page
Go to full version