[NEVERUNITEDAIRLINES]

I am writing you on behalf of my sister who was on the Untied flight on Sat, December 18th from Vienna to Los Angeles via London Heathrow.

Unfortunately she is not able to write this herself as she is STRANDED at the London Heathrow airport.
She arrived at the Heathrow Airport with an Austrian flight and was boarded onto her connected United flight to Los Angeles which was supposed to leave at 10:30AM.
After 6 HOURS of delay due to "engine troubles" they were ready to take off.
Unfortunately, by that time, a storm pulled in and the Heathrow airport closed its services and grounded all the flights!

Now, i realize that these things happen, what i DONT understand is that my sister had to and STILL has to SLEEP AT THE AIRPORT because United has NO CUSTOMER SERVICE!

It is well known that London Heathrow as well as Charles de Gaulle airport are THE WORST European Airports to fly in and out of, but that does not excuse thier inability to deal with situations as such.


My sister a 22 year old student was NOT helped by anyone and the passengers were told to "go online and find their own flights."
There were NO United Agents available to assist, passengers were given NO option to sleep at a hotel, NO options to re-book flights, and NO money to buy food and other necessary supplies!?

Now, I dont know about you, but this is ABSOLUTELY unacceptable! People pay around $1000.00 for a flight, if not more, and get treated as such?!

I just got off the phone with my sister YET again (and mind you she is calling from her AUSTRIAN CELL PHONE to the UNITED STATES, imagine the costs of that) and there are ABSOLUTELY no flight options with United until the 23rd of December (and mind you the weather report is predicting ANOTHER storm on that day)? Passenger relatives are booking flights for their stranded family members and are having to PAY for ANOTHER TICKET!

That is the situation!
All the airline companies put you on hold for hours, i have be on hold with United now for the last 25min, to try and get resolve. Lufthansa is not even PICKING up their phone, so yea!
happy holidays!