How United ruined my Thanksiving 2009
 

On Octoboer 7th, 2009 I purchased a direct round trip ticket from Newark, NJ (11/25) to Charlotte, NC for my 12 year old daughter set to return on (11/29). I purchased this ticket through Sam's club/Expedia as I have several times in the past with no issues. My ex-wife brought her to the United desk as recomended by the intinerary print out. (Even though it was a Continental booking for a US Air flight operated by United???) When my daughter and her mother arrived at the check-in counter they were instructed that my daughter's ticket was only a "reservation" and had not acctually been purchased by Sam's club. ( I wasn't aware airlines held un-paid reservations anymore) They were partially correct since my card was directly charged by Continental and not Sam's on Oct 7,2009. I then spent 30 min on the phone with Sam's and had returned a call to the United counter with a Ticket # provided by Sam's and they still would not allow her to check in. My ex-wife then went to a US air counter and was referred back to the United desk. By this point it was 15 min until the plane was departing and she missed this flight.
I was waiting in Charlotte for her. We rented a cabin in Asheville (2 hours from Charlotte) for Thanksgiving with 10 other family members all waiting for the arrival of my daughter. No one could and has yet to explain to me what happened. No option was given to help correct the situation. It was not until 1 hour later that a Sam's club representative asked me what the airline could do to rectify the situation. Having my ex-wife travel back to Newark and having me drive 4 more hours round trip the next day was not going to happen and should never have been part of the equation. I paid $522.00 for her ticket and $100.00 for an unaccompanied minor extortion fee. The airline's stance at this point is "this is a non-refundable ticket".
I live 600 miles from my daughter and although I have her for most of the summer and I travel to NJ 2-3 times a year this was a very special holiday she was going to be visiting with me and several of her cousins and aunts and uncles. This was not a mechanical issue. This was not a weather issue. This was not even an over booking issue (that they have yet to admit to) this was a break-down in the over-complicated system. One that no one to date has claimed responsability for. Someone is responsable and someone needs to be held accountable for ruining my Thanksgiving.

i dont know how much United messed, it seems to me that its more of a Sam's club messed up and that you should deal with them, sounds like they had some bad communication with the airlines, and didnt fulfill their end of the deal even though you paid alot of money to see your daughter for thanksgiving

Sam's and Epedia did what needed to be done. My statement says Continental for the billing. If someone didn't communicate it was them but my real question is if I paid them and they now will not refund my money why was she not allowed to check in? There's a lot more going on here.

well you purchased a non-refundable ticket so you wont get a refund, but they should have put your daughter on the flight, someone forgot to pass the ball, sounds like it may have been a prob with it going from continental to US air than to United

I would call sams club and expedia anyway to see if they can do anything for you

it doesnt seem that your money reached the United system making them believe that it was just a reservation and wasnt paid for, this may be a prob that Continental is having by being a new member with the Star Alliance which United is also a member off, so even though you did your part and paid and have evidence, in the system it didnt show up, thats just my opinion and hypotheisis

It sounds like you've been with the airlines for a while. I rented a cabin 2 hours from Charlotte because there were no direct flights from Newark to Asheville. Even if they would have offered to put her on another flight(although they did not) it wold have been a major inconvenience for ex-wife to either wait at Newark or travel back there and for me to either stay in Charlotte or make the 4 hour round trip the next day. US Air -United- Continental- I don't care which, i do care why and I do wnat my money back.

well i dont work with any airline, i dont travel with any US based airlines (too much probs there and i fly internationally) i am a frequent flyer so i do know a few things and i have had a few complaints about airlines

i dont know why she wasnt allowed on the plane, i gave you my opinion but i have no idea if thtats correct, and since it was a nonrefundable ticket since the majority of tickets are these days unless you pay extra, than your not going to get a refund

You should write to the DOT. You daughter was effectively denied boarding. You paid for a ticket and they denied boarding, despite you arriving at the airport on time and having paid the appropriate unaccompanied minor fee. The airline cannot refuse to provide the service and then say the ticket is non-refundable. You had a contract that they breached. It is outrageous. Under no circumstances accept a voucher. At the mimimum you are entitled to your money back. I also think you are entitled to a denied boarding compensation. This is definitely one to take to court if they don't respond.

Thanks Jim-I will contact the DOT now. I appreciate the support.

yeah that sounds like a good and productive idea, when you get a response let us know what the conclusion is

leaving a child is never a good thing, but at least you knew she was in safe hands with your ex, so even though it ruined your time and the fact that there is no excuse for her not being with you, you have the safe of mind that she is with someone who cares for her

also contact media outlets and let them know what happened and get your sotry out so people can see it and make sure that everything is dealt with properly and the airlines dont mess up

Before going to the media, make damned sure which entity is actually at fault. The OP doesn't need libel or slander issues.

Any company that went after a passenger for libel or slander, in these circumstances, regardless whether they were ultimately guilty or not, would be stupid. It would be a massive PR disaster

I contacted Consumer Affairs after the DOT and they informed me that they were going to publish the story on their website. I truly appreciate the help everyone has offered. It's one thing to make a mistake, even a big one, but to try to push back and not take ownership of that mistake just makes me angry and makes them look really bad. I'll be sure to post the link once I have it. I thought to contact the FAA. Any ideas on where that might lead?

I'm in agreeance with Gromit, even if the story is published anywhere, your complaint will be attacked because of missing details. First of all United does not fly into Charlotte, US Airway does and on the itinerary it should be "United ### Operated by US Airs. (You can actually go to United's website to check this) So the reason they would not board your daughter is simple, they weren't supposed to fly on United. Buying a ticket through expedia or orbitz, will give you strange ticket issuance (Possibly the return is on Continental?)

But Sam's Club Expedia did not do all they could have done. What they could have done was to rebook your daughter on another airline, or instruct her to go to a Continental desk (if the ticket number is Continental and Continental Express does run out of the same building as United and US Airs).

What surprises me most is that the mother and daughter both sat at the United counter, but the agent didn't tell them they don't fly to clt and neither did the Expedia rep, which is info they should have in front of them. If you bought the ticket for your daughter, did you email her the itinerary, or did you a) tell her (or her mom) over the phone and they wrote it down, or b) did you type/copy the itinerary in an email to one or both of them?

What I ultimately think happened here is nothing more than miscommunication. No one dropped the ball, it all started with the Itinerary which is definitely incorrect to quote the OP:

That should be United flight Operated by US Airways

So, the customer buys a flight for his daughter, via Sam's Club Expedia. He is given a itinerary and goes to the airport. She is scheduled to travel on a specific US Air flight, and at the airport no one is able to sort out the problem to enable his daughter to fly, but no one dropped the ball?

That is how it was supposed to go is it? He pays his money and then at the airport he is turned away. This is a novel new concept in marketing.

He bought a direct flight from EWR to CLT. Because the airlines have created complicated marketing alliances, with each other and the likes of Sam's Club Expedia, no one knows who the hell is responsible for anything. That is not the customers fault. He bought a ticket from Sam's Club. The airlines and the travel agent acting on their behalf took the money AND FAILED TO DELIVER THE SERVICE HE BOUGHT. How you can arrive at the conclusion that someone can buy a service, receive an itinerary, follow the instructions given and fail to get the service purchased and state that no one dropped the ball is beyond me.

Bob, if no one dropped the ball, how did it come about that he never got his service?

Ok jim, if you wanna place blame directly with someone, then the person who dropped the ball is the person who bought the ticket, because it should be on the itinerary exactly who was operating that flight. The ope even points out that it was a Continental controlled ticket, on a US Airs flight operated by United and that's entirely false. Jim, just go to the United web page, check a flight from EWR to CLT and see for yourself. United didn't fail to deliver, simply because they don't fly to clt. (Again you can recheck that). The whole statement is taken from 3rd person, so to say that they just showed up at a United Counter and was told they have no reservation, and they don't know anything else is bogus. A United agent should in fact be able to read an itinerary and tell them exactly where they needed to be, plain and simple. I'm gonna agree with you on one point and that the codeshare thing is crazy and I've gotten caught a few times with that mix up. But once again the airlines didn't drop the ball because the OP didn't buy the ticket through the airlines, he bought it through Expedia, and he obviously either misread the itinerary or Expedia messed up.

So I volley the ball back in your court Jim: How do you fail to deliver a service, if one isn't offered? If United doesn't fly to Charlotte, how did they mess up?

UPDATE
I purchased the ticket via Sam's/Expedia-The intinerary said US Air flight operated by United but I paid Continental. The instructions stated to check in at US Air, which she attempted to do and was turned away because the system showed a reservation with out being paid for. When my ex went to the United desk she was then turned back to US Air. I was on the phone with Sam's who called the airline and gave me a ticket # and confirmation # but she was still not permitted to check in.
Last night I recieved an email from United that states after the ticket was issued and paid for a revoke status was put on it with no explaination. The only party who could have done this was Continental.
Bob-I appreciate your input but you only make yourself sound like an idiot when you post that the person to blame is me. I did evrything I was supposed to do, except fuel the plane and fly her myself.

US Air flight 1825 operated by United. Please don't take me for some joker. I do not have the time or energy to waste with this non-sense. Either airline could have and should have been able to help and they did not, PERIOD. Argue samantics all you want. Either offer something constructive or go back to your cubicle at United and answer someone else's issue of the day.

On Nov. 25 US Airways flight 1825 was a flight from Reagan National (DCA) to Charlotte (CLT) which continued on to Myrtle Beach (MYR). Care to tell us now who was at fault here? If your ex-wife brought her to Newark they were at the wrong airport. But I don't think that's what happened. Sam's Club totally messed up your ticket! That's what you get for purchasing your ticket at Wal~Mart. Better call Bentonville, Arkansas and stop blaming the airlines for this mess!

I did a bit more research. Went to United's website.

So it was a US Airways operated flight which carried a United flight number. This is a very common thing known as a codeshare. You simply read the itinerary wrong. As for the part about the ticket not being issued, if Sam's club was able to provide you with a ticket number any airline should have been able to find that ticket in their system. I mis-connected in San Diego once and even though my ticket was issued on Continental a US Airways agent was able to pull it up and re-route me through Charlotte.

What was the ticket number Sam's club gave you? If you post it here we'll be able to tell which airline actually issued the ticket. The first three digits identify the carrier.

The only person who was in the wrong and sounding like an idiot was you for reading the itinerary wrong. And you still insist that the flight was operated by United when it wasn't, for which I offer proof of that. the 1825 might have been a codeshare number, but the flight was not operated by United as they don't fly there directly.

Yea and so could Sam's club, that's their job since it was them whom you purchased the ticket. They should have offered a solution to the problem, or rebooked your daughter on another flight as not only does US Airs fly to CLT but also Continental out of Newark. Yea when you fly as frequently as I do you kinda learn things and by your own statement you have done abit of travelling as well, yet you can't get an Itinerary right???

I did offer something constructive, which was go back and take a look at your itinerary, that is where you needed to start. United didn't ruin your thanksgiving, whomever bought the ticket and misread the itinerary was the one, but you ultimately need to go back to Expedia.

Flight summary

Wed 25-Nov-09
Newark (EWR)
Depart 2:45 pm
Terminal A to Charlotte (CLT)
Arrive 4:41 pm 538 mi
(866 km)
Duration: 1hr 56mn
UA UNITED
Flight: 1825
Operated by: US AIRWAYS

3Economy/Coach Class ( Seat assignments upon check-in ), Boeing 737-400
Please check in with US Airways. If checking in at a kiosk, use your name rather than confirmation number.


Total distance: 538 mi (866 km)
Total duration: 1hr 56mn

Sun 29-Nov-09
Charlotte (CLT)
Depart 9:28 am to Newark (EWR)
Arrive 11:10 am
Terminal A 538 mi
(866 km)
Duration: 1hr 42mn
CO Continental
Flight: 2973
Operated by: /EXPRESSJET AIRLINES INC DBA CO EXPRESS

3Economy/Coach Class ( Seat assignments upon check-in ), Embraer EMB-145


Total distance: 538 mi (866 km)
Total duration: 1hr 42mn

Additional airline fees may apply at check-in
Fees may be charged by airlines for services such as preferred seat selection and baggage handling. Please note that fees are determined by the airline you check in with and may change at anytime.
See fees.

Here ya go SilentBob

The check-in instructed US Air and I believe the "UNITED" above the flight number signifies a partner in this process. Continental-US Air-United all hand part ownership in the communication breakdown. Sam's/Expedia did their job and Continental charged my card direct but had no value to the e-ticket in the system (according to United yesterday but that would have been useful information last week)

Thanks again for everyone's input-

Silent Bob I apologize for inferring you were an idiot. This has been very stressful.

If you see the itinerary above I guess your info was wrong but thanks for caring

Whoa..... no way!!! Oh wait so when I said:

I was completely wrong?

You keep saying that like it's true. Not tryin to throw salt in the wound, but Sam's/Expedia didn't do enough for you. Even though the ticket was charged to Continental (I believe I did state that the return was on them and whatdya know....), you bought your ticket through Expedia and they should have been the ones to assist you and make the itinerary clearer. So don't discount them when passing out the blame.

Oh and apology accepted, stress happens believe me I know. That's why I have Friday night cocktails.

Bob,
You are being a total prat. He was given an itinerary which told him to go to the US Airways counter. He did go to the US Airways counter, in time, with the reservation number. They could not help him. It was a United codeshare flight. Neither could they help him. He failed to get onto the flight.

In your terms that is HIS fault? I know it is good sport to you to defend the airlines position, but your position on this is ridiculous.

The byzantine world of airlines in which he buys a ticket from Sam's Club, who deliver their service through Expedia, who bought the ticket from Continental, who sold a United Flight number, operated by US airways is ludicrous. If they want to operate that way, the minimum that should be required is that they have systems to allow each other to co-ordinate and deliver the service they have sold. There is no other industry which would get away with this... and you are being moronic when you say that the customer is a fault.

I was on the phone Wed the 25th with Sam's/Expedia trying to sort it all out. Continental just agreed to refund the flight fee. The issue in their system was the Unaccompanied Minor Fee, which at the time of booking she was not. We were instructed to pay the fee at the check in counter. Which was US Air. So my qestion now is who is at fault? US Air? United? Who should have seen the issue and resolved it immediately?

The byzantine world of airlines in which he buys a ticket from Sam's Club, who deliver their service through Expedia, who bought the ticket from Continental, who sold a United Flight number, operated by US airways is ludicrous. If they want to operate that way, the minimum that should be required is that they have systems to allow each other to co-ordinate and deliver the service they have sold. There is no other industry which would get away with this... and you are being moronic when you say that the customer is a fault.[/quote]

VERY wel stated-Thanks

Best bet, eliminate the 3rd part ticket sellers. Go to the source.

How exactly would that have helped? If he bought the ticket from Continental directly, are you saying the problem wouldn't have existed? Continental were a 3rd party selling agent, selling a United numbered flight on a US Airways operated flight.

It is also bad advice if you have connections with different airlines. For example, if you are travelling say from Little Rock to London and have to change somewhere, best use an agent. If you buy direct, you will have to buy a ticket for the international portion of the flight from a US carrier. US based carriers are almost NEVER better than the international competition. There are dozens of airlines flying from the US to London, and I would choose almost all foreign airlines over US airlines for that route, with the possible exception of Air India, who are also appalling. If you buy from an agent, you can interlink with Virgin for example and if something goes wrong the agent will assist you. (In theory).

No Jim, this shows your ability to merely skim a note rather than read it in it's entirety. the mother and daughter did not go to the US Airways Counter, they first went to a United Counter and the Op even stated in his first complaint it was a US Airways flight operated by United, which was entirely false. Was it the Op's fault? YES! Why? well read his itinerary, it clearly states it's a US Airs flight, why go to a United Counter? It's called owning up to the problem rather than placing blame to someone else. It doesn't matter the codeshare shell game, it only matters that the information given is correct and concise, which it was. I've already stated that United doesn't fly to Charlotte and that was correct, I stated that the return flight was on Continental (which is why the ticket number was Continental) was also true. I also stated that the mistake was misreading the itinerary, which by the OP's own admission was also TRUE.

Was it the Op's fault: A Big Whopping Yes.


You can defend all you want Jim, but that doesn't change the fact that no one is to blame here but that of the OP misreading the itinerary and Expedia not explaining this on the day he was on the phone with him.

Is it me who is skimming or you? This quote is taken directly from the first post by the OP..

Which bit of that didn't you understand? She went to the United desk first... but also went to the US Airways desk. Meanwhile, the OP was also on the phone to Sam's Club.

What were they supposed to do? Set up a live conference with Sam's Club, Expedia, US Airways, United and Continental?

This more than proves that you still don't get it. My post was absolutely correct. United flight 1825 operaterd by US Airways was indeed your daughter's flight from EWR to CLT. US Airways flight 1825 (their own flight number on their own plane) was the DCA to CLT flight. This, and the fact that you shop at Wal~Mart, says a lot!

LMAO!!! Jim, it still shows YOU as the skimmer!! In the very beginning of the complaint it states:

You skimmed over the very first paragraph where this is stated. And by the OP's own admission, by posting the itinerary here, the print out does not state that they go to a United counter, it states they go to a US Airways Counter. And you don't need to setup a conference with all those people, just talking with Expedia is just fine.

How many cocktails have you had? I said.. she went to the United desk first and then went to the US Airways desk. How does it work in bob's land? If the problem was that they should have gone to US Airways, how did it come about that when they did, US Airways couldn't help..and guess where US Airways sent them... back to United!!

This is fun. Not a helpful post but just an observation.

First Jim, you're hopelessness in trying to defend this op is showing your worth which is absolute zero. Good job. Second, we really don't know if US Airs could or couldn't help them since the mom and daughter were back and forth between airlines, which if they had read the itinerary clearly, it states where they needed to be - US Airs. There's no reason why US Airs couldn't help them since Charlotte is their hub. However there was no reason to go back to United because They Don't Fly To Charlotte!!! On top of that the OP wasn't even there, he was in Charlotte calling Expedia to find out what happened and how to fix the problem.

So to say that it was the airline's fault is wrong, the itinerary that's posted here, by the OP himself, clearly shows where they needed to go, but it was misread. Reread the op's posts just one more time Jim, and before you do, wipe the airline hate crust from your eyes just this once and maybe just maybe you'll get it. mmmm-kay? (now that's being a prat)


I'll also accept your name calling as a win for me since you have no way to counter but otherwise.

To the OP, next time save yourself the hassle and book online yourself, either directly with expedia or the airline itself....ok I confess I get the hives just looking at Wal-Mart and Sam's, to many small family business's have been hurt(driven out of business) because of them

Ok Bob,

You are right... my simple little brain just can't understand. To me, you are tying yourself up in knots desperately trying to find a tenuous way in which you can blame the customer and it is ridiculous. But clearly, I have not got your superior logical and analytical skills. This will be my final attempt to understand, but I fear I am a lost cause:

You argue this would not have happened if the Exwife and Daughter had gone to the US Airways desk.

THEY DID GO TO THE US AIRWAYS DESK AND US AIRWAYS COULDN'T HELP THEM

Your position then appears to be that because they went to the United desk first in error, then all that followed was their fault.

Why? What difference does it make that they went to the United desk first in error? Did it hurt US Airways feelings?

You state
There's no reason why US Airs couldn't help them since Charlotte is their hub

THEY DID GO TO THE US AIRWAYS DESK AND US AIRWAYS COULDN'T HELP THEM

So Bob... can you explain your position just one more time.. because I am clearly too stupid to understand your logic..

You seem to be saying it was the OP's ex-wife and child's fault for mis-reading the itinerary. They should have gone to the US Airways desk, but in error, they first went to the United Desk. When they were unable to help them, they then went to the US Airways desk. However, by going to the United desk first, this had somehow disqualified them from getting help from the US Airways desk?

Help, my brain is hurting.

Why didn't US Airways help them? ~ Just answer that simple question for me. Maybe then I could understand, because it is hard for my little brain to cope when I have my anti-airline crust in my eyes.

Ultimately Jim, you're not gonna get the answers you seek, because the mother (who all this mess happened to) is not here to tell her side; this whole tale of woe is from a 3rd person perspective. I stand by my words.

First they went to United, probably waited on a Que, got to the counter and Oops, we don't fly there, US Airs does, but by the time they arrived at the US counter their flight was gone.

Now I'll give you this much, why didn't US airs help them? Maybe because it was a Continental ticket? that would be my guess. The OP did the right thing to call Expedia, but why not ask the big question Jim: Why didn't Expedia help him when he called?

Most likely because it was a voluntary change (they missed the flight because they erred by misreading the itinerary) and were gonna charge them to rebook. Or maybe the ticket was so cheap that once the plane left, and they no showed, poof no more ticket?

We really don't know because the person that this happened to is not here to say what needs to be said.The OP was in Charlotte the whole time and did not know what happened until after the fact.

But ULTIMATELY had they gone to US airs, where their itinerary told them to go IN THE FIRST PLACE, they would not be in this mess. But the blame lies with them and Expedia.

Thanks Bob, I thought it was me.. but you confirmed by suspicion. You havn't got a clue why US Airways didn't help them... so you are now making things up to try and reconcile the illogic of your position.

Have you ever heard of cognitive dissonance? You appear to be suffering from it. You have two contradictory positions and are holding on to them in the face of the evidence. Here they are... from within the same post:

Can you see the contradiction Bob?

Now.. onto the rest of your farrago of nonsense:

Except, according to the OP, the flight hadn't gone by then. Why make up this scenario, when the OP has told you different? It only after they had been to US Airways and then got sent back to United by US Airways that they ran out of time. Why make up facts when the OP has given us them?

Then you ask me, why didn't Expedia help them? I don't know Bob, but I asked the question first. Why are you asking me that? Here is a quote from another of my posts...

See how I argued my point there Bob? My argument is exactly that if the ridiculous labrythine marketing networks of the airline industry involves 5 different companies (Sam's Club, Expedia, United, Continental and US Airways) for a single direct flight from EWR to CLT the least they can do is have systems which allow each other to co-ordinate and deliver the service they have sold. All 5 players should be able to understand what is going on here.. afterall, it is their own ridiculous schemes which create this confusion.

You are right there Bob.. because there is no sense or logic in your position. I was seeking a logical explanation for your position, and your last post confirms what I thought. There isn't one.

I admit.. I start from a customer orientation... I am unashamedly pro-consumer in my approach to these issues. However, I can point to many posts where I have recognised that the customer is in the wrong. You start from a position of supporting the airline... fair enough. However, the way in which you have turned and twisted to make this the customers fault is bizarre.