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United Airlines
Kevin Mullins:
Ok, so I just can't resist posting responses we've recieved so far...... I'm usually not a "ranter".
I also want to note that United's response was NOT made in direct response to her personal e-mail which she sent to them directly. They only responded after the BBB sent their little message to them which was made through a totally separate e-mail account, not her home/personal account in which she used to write United directly.
BBB's message to United:
--- Quote ---Subject: BBB Complaint Case#XXXXXXXX(Ref#XX-XXXX-XXXXXXXX-X-XXX)
Complaint Case #: XXXXXXXX
Consumer: (I removed)
The BBB has received the above-referenced complaint from a consumer. The details of the consumer's concerns are available by clicking HYPERLINK "http://www.chicago.bbb.org/complaint/view/blahblahblah"here. Please review this matter and advise us of your position.
Complaint Case #: XXXXXXXX
Consumer: (I removed)
Case Opened: 2009-01-29
The Bureau takes no position as to the validity of the complaint. Our goal is to help you and the consumer resolve this issue in a mutually satisfactory manner. In the interest of time and good customer relations, please respond to the BBB by February 9, 2009. Your prompt response greatly enhances the chance for a successful resolution.
As this complaint progresses, you may also consider using BBB alternative dispute resolution services such as binding arbitration. For more details about arbitration, please visit: www.chicago.bbb.org/ADRrules
We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. Please do
not reply to this e-mail as this is a general e-mail address, please use the ONLINE COMPLAINT system. Clicking HYPERLINK "http://www.chicago.bbb.org/complaint/view/blahblahblah"here will take you directly to this complaint and you will be able to enter your response directly on our website. Be advised that there may be an attached scanned document that you need to open in order to view the complaint. If the above link does not work for you, please copy and paste this URL into your browser:
http://www.chicago.bbb.org/complaint/view/blahblahblah
We look forward to your prompt attention to this matter.
Sincerely,
Lillian L. Allen
Dispute Resolution Specialist - Personal Services
lallen@chicago.bbb.org
--- End quote ---
United's response to us:
--- Quote ---Dear Ms. (I removed),
The Better Business Bureau has forwarded your concerns to me at United Airlines Customer Relations for response. I regret your disappointment with United regarding your experience on your recent trip.
Ms. (I removed), I understand from your report that you are disappointed because you did not get assistance from the Customer Services Representatives or the crew members when you were traveling with your two year old daughter. I am sorry that you had a poor impression of United's ability to serve you. Our employees should provide professional service. Our staff has the training and ability to do a far better job than your comments indicate. It is our intent to employ persons that have the qualities to provide excellent customer service, even when under stress or time pressure. However, you report that our Customer Services Staff let you down, which resulted in your disappointment with our service. So your report is of concern to us. Your comments have been shared with management responsible for our Customer Services so they can follow up with our employees who need to understand how this experience felt from your point of view. We appreciate your candid feedback very much as this allows us to share your experiences and to learn from them.
Please give us an opportunity to provide you the service you expect from United Airlines.
Regards,
Amit Singh
United Airlines Customer Relations
In order to serve you better, we would like to collect your feedback on your experience with us today. Please click on the link below to access our short survey. Use the password ILS
<https://www.intelliscaninc.net/united/>
In the survey, you will be asked for a Ref #. That number can be found at the end of the subject line of this email.
This message is intended only for the use of the Addressee and may contain information that is PRIVATE and CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please erase all copies of the message and its attachments and notify the sender immediately. Thank you.
--- End quote ---
And of course after reading United's response she promptly started compiling her own response to them (still in the works):
--- Quote ---Dear Mr. Singh,
How would I give you another opportunity to provide the service I expect from United Airlines without ever giving you another dime of my money? I do not give money to businesses who treat their customers so poorly- at least not a second time.
How can you rectify the situation or reprimand the employee's responsible without knowing where and when the specific incidents took place? What about the issue that your poor customer service occurred in more than one airport, with multiple members of your staff on two separate occasions? This sounds like a bunch of lip service and platitudes to quiet another dissatisfied customer. Your generic response to my specific situation is once again lacking in both common sense and humanity, status quo for all of my recent experiences with United.
--- End quote ---
Anyways...... I know some may think that's a lot of BS to read, but we've just gotten tired of shelling out money and then have to sit idle by and try to justify why it was we just spent it.... for what? To be treated like what? Why don't they just buy a few C-5's then they could pack people and baggage galore in there and then drop them out on the way by their destination. That's about the extent of "customer service" you seem to get anyways.
::)
shardian:
Considering the name is Amit Singh, I would guess your 'CS representative' is some outsourced india fellow who is randomly cut/pasting platitudes meant to appease you.
Dartful Dodger:
If you work for United Airlines you're just counting the days before you're laid off.
Customer service isn't your priority.
Kevin Mullins:
--- Quote from: Dartful Dodger on February 02, 2009, 04:18:54 pm ---If you work for United Airlines you're just counting the days before you're laid off.
Customer service isn't your priority.
--- End quote ---
Understood ....... but no excuse for an employee to be a jackass.
They're still currently getting paid aren't they?
(um, WE just payed part of their salary along with every other passenger)
So would it be expected that those people carry forward that same attitude at a new job?
RayB:
Blah BLAH BLAH Blah Blah
Back few decades ago flying was a LUXURY, and you paid a luxury price for it. You got service in return for that price. Today, fuel prices are high, and flight tickets relatively LOW. Flying is basically taking a BUS with wings. You don't get any extra service riding a bus, so expectations should be scaled accordingly when flying.
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