Been dealing with the UNITED bullshit for almost a month now . I am so sick and tired of the shit they are shoveling out. The fucking corporate assholes that think they can just pull in the profits and screw customers without any worries is crap. I am going to get all the emails together and post them here for all to see, please pass these on and share them so we can stop these thieves.
I see that my colleague, Marion Wood, has already responded to your concern. However, I wanted to let you know that your correspondence addressed to The U.S. Department of Transportation regarding your experience with us on April 26, 2017 was also received.
Please know it’s not my intent to upset you further by repeating the same information and I apologize in advance for any redundancy. Clearly, this is not the travel experience United wishes any customer to have. Although the flight delay with United Express/ Skywest Airlines was beyond our control and the information given previously is correct, we do empathize with you that your vacation to Egypt was not taken. Again, we are truly sorry.
In addition to the goodwill gesture offered to you I am making the exception to refund the unused portion of the tickets purchased for you and Ms. Dawn Pfiel. I have asked our Refunds Department to process the appropriate refund for the unused San Francisco to Reno portion of both United tickets. This process will take approximately 7-10 business days to refund to the original form of payment. I want to reassure you that your comments have been duly noted and shared accordingly to help prevent this from happening again.
Mr. Berry, we do value your business and it would be our privilege to serve you in the future.
Corporate Customer Care
UA Case ID 12125375
Dear Michelle, I just wanted to say thank you for even responding to the email that was sent to DOT. Also the refund for the flight back is nice, one of the things that concern me is the level of empathy ( or lack of ) while we were at the counter in SFO. I understand United has taken a look at the way it is treating passengers but as of that date the memo had not gotten to your personal at the counter. With the disappointment and sorrow we were feeling the representatives of United made us feel like we’re going to be arrested any moment.
Like I said I had the option to film my crying almost hysterical wife as we had just lost a vacation we had been planning for a long time. And your personal were not in a “helping mood” we can say for sure. But I didn’t think more film would be good for either my wife or United.
Not sure if the whole story was given to you about the counter in Reno, not giving us any information about why and how long the flight was going to be delayed. Or if you are just looking at time and departure spread sheets. Also, the 10min delay moving the ramp away from the aircraft was the 10 mins we needed to make our connection.
I would ask if United has considered working with the other airlines to update the passenger bill of rights as we understand that air control and weather conditions are outside their control it is also outside the passenger control. Some airline should have been able to get us to our destination even if it meant working together in these situations.
Thank you for your time
P.S. It should be noted that most companies provide FULL refunds if you don’t like the service…except the airline industry it seems.
Sent last week
I’m writing because last week me and my wife were supposed to be taking a once in a lifetime trip to Egypt. Due to a delay in our flight from Reno to SFO on United 5332 (Rec Locator JV3531) we reached the Emirates counter 8 minutes late. Before taking off from Reno the crew that was working the gate were no help at all. With no information, as to why the plane left LAX late and not even knowing for sure what gate we would be boarding at.
After the plane did arrive seems they were in no hurry to get the people on the plane and get it on its way, now more then 2 ½ hours behind. I heard more than one other passenger speaking about how they were going to miss the next flight they were due to be on. Now once on the plane they couldn’t find someone to move the walkway away from the plane, THESE delays that could have been avoided is what cost me a $3000 dollar vacation.
We were now stuck in SFO so we went to the United counter with my wife in tears crying ( with what has happened to United in the last few weeks I was tempted to take my phone out and start filming but didn’t ) and asked if they could possibly change our return ticket so we could home. We were told because it would be a voluntary change (nothing about this was voluntary I assure you) that again I would need to pay penalties and difference in fares to go home.
I understand that Emirates denying us boarding was not something United can control.
I’m currently out the money for the United flight for the return trip to Reno ($231.00), the money I had prepaid for hotels and tours in Dubai and Cairo ($1298.00) and the cost of the rental car I had to pick up to get from SFO back to my home in RNO ($173.00).
so I’m hoping that somewhere within your heart you can possibly consider refunding or partially refunding our nonrefundable tickets so someday once again after I have saved I can attempt to finally visit Egypt and see all the amazing things.
Please let me know and thank you.
As of today still no response from UNITED
Got a email back letting me know they got my email today 5/10/17
What happened last week was another example of how the airline industry doesn’t care about its customers. It started in the Reno airport my wife and I checked in at 9 am for a 11:10 flight on United Airlines to San Francisco. Shortly after arriving and loading the United app we saw on the app the flight was delayed by an hour.
To put this in contrast we had booked this flight with a 4hour window, so our connecting flight to Egypt did not leave till 4 hours after we got to San Francisco. This is a vacation of a life time that we had booked and were looking forward to since September of last year. With a 4-hour window, you would think that would be enough time.
As we sat in the Reno airport the delay kept getting longer and longer the flight was pushed back an hour and a half, then 2 hours and so on. We were getting no info from the app or United personal as to why the flight was being delayed. We didn’t get on the plane till 1:36PM that was a 2 1/2-hour delay. The last 15 mins on the United plane we couldn’t back away from the walkway because United could not find anyone to move the jetway away from the aircraft. That 15 mins just cost me $3000 and a vacation that we might not be able to take again.
Getting to the Emirates counter 8 min’s late there was one person helping people with one couple in front of us. When we got her attention she just refused to take our bags, and yelled to call the 800 number to rebook the flight.
Emirates help desk say we were listed as “no shows” even with us at the Emirates counted and to rebook our flight there would be fee’s. A “no show” fee of $600 per ticket and a “rebooking” fee of $400. The would be 2/3 of what we paid for the entire trip. When Emirates “help” desk for a supervisor we were told NO !
How can airline profits take preference over its customers, we are not just numbers we are people? Here are some of the response’s we got when contacting United and Emirates.
Dawn, we are sorry you arrived later to your destination. We do see there were delays due to ATC and low ceilings. You inquired changes on your return and yes, those are considered voluntary changes so there is a change fee and a difference in fare involved. You purchased your flight on Emirates separately from this reservation and we cannot tell Emirates to waive any penalties on your behalf since they have different terms and conditions. We would not be able to assist further regarding …
Thanks for your message, Dawn. I realize that the reason for missing the flight was beyond your control, I’m afraid we won’t be able to waive your ticket conditions. Your ticket is non refundable and we don’t have a waiver for such instance. In case of cancellation, you could only take back the unused departure taxes. You may check with your travel insurance if they could help. For you not to lose the value of the ticket, it’d be best to rebook it instead. Rebooking fees and fare difference may apply. If you’re flexible with your travel plans, you can opt for dates which could offer a lesser or no fare difference. Regards, Fae, Emirates Social Media Team
So, with no recourse we have been told to bad by both airlines and are getting nothing or next to nothing back for the service we paid them to perform. How can this be allowed with less and less options of airlines they are holding us hostage with just a glimmer of hope the MIGHT get you where you want to go. $3000 if a lot of money to just loose to airline greed.