[Murphy]

I have reported this to united complaints 3 days ago and never heard back. They gave me a 250.00 evoucher which is emailed to me but I had no choice. I did not want it cause it cost me in excess of 1400.00 to get home mom. They had no compassion. I am reposting my complaint to their online form.


United
I had the worst air travel experience I've ever had in the 30 plus years of flying and I'm out close to 1400.00 USD to correct my connecting flights. How is this possible, united made me late and it's my problem?

I am an American citizen and left the 21st of august from Auckland waking at 4 am. *I arrived 10 minutes early into Sydney and was aware of a layover till 245pm. *I exited the terminal and cleared customs opting to stay outside in the fresh air. I also smoke which is not allowed in the terminals in sydney.

Because of the customs que I reentered the airport and headed to the gate at roughly 1230am cause the display stated that the flight was at the gate (only). *There was a flight to LA and SFOat the same point in the terminal.

At around 2pm the staff announced there would be a 45 min delay as the aircraft had a mechanical problem and was being fixed in Melbourne.*

This flight was to leave at 245pm but did not leave til 9pm. Over 200 people listened to this for hours. It will be here in an hour. Finally after 4pm I called united airlines. The staff at the gate said the plane had left. The phone csr said it had not. This type of misinformation and customer respect normal?

So this type of misinformation continued to flow from your staff to customers. Me and three other passengers were getting update from the web and phone. At one point your staff was telling a group of customers that it "would be here in an hour" whereas I was on the phone with united, told her she was lying cause I was talking to Melbourne ground staff. She promptly told me " that if I came to the desk one more time I would not be boarding the flight". So not only are we not allowed the truth, but you will enforce you right to blow BS around and threaten those telling the truth?

So I wanted to leave the terminal. However security told me I would have to be escorted to the exit by gate staff. I'd like to have a cigarette walk around outside as at this point the airport was near empty. It's sunday. Your gate staff member told me it was in no way possible and they would not do it. If I left I would not be boarding the aircraft. So now you hold me against my will for another 4 hours. You threaten my travel? What kind of airline are you?

Finally around 730pm ground staff came out and said they would start to look at making other travel arrangements. The only flight out was to Honolulu *and I asked to be rebook on the next days flight as by this time I had been awake and in airplanes or airports for 18hours mostly not moving. Never was anyone told how to access these options. *I went to the gate as 1 person was trying to book something. I was 3rd in line. The first girl finished, the second guy(s) came to the line then your gate staff member started talking about her butt massager, nothing airline related. This went on for 15 minutes. Finally another girl waved us over. My concern was that *I've lost my USA connecting flights. She said they would all be rebooked. I asked how they knew which airline I was flying and they said "cause this is what these people do and they have 14 hours from the time we leave to fix your flight". So I did not call Airtran cause it was sorted by your staff and nobody could get on wifi cause the system was overloaded in sydney. Oh and Sydney airport closes at 1028pm. No one with united offered waiting passengers anything... All out of our own pockets for everything.

Once the craft was boarded we asked the attendant sitting across from us and the same statement was made, it will all be sorted when you land in *"this is what we do for a living......"

The flight was less than offered. Inflight entertainment? None. No power outlets so my iPad was dead when I landed in sfo. The floor was wet cause you obviously have a leak in your galley. That left me with wet socks throughout the flight, thanks agian. Short of food and drinks. *Thank god I had Valium to put me to sleep.

SO we finally landed in SFO and I have no idea the time cause my computer was dead, I don't wear a watch. I processed through customs went out the gate and was directed to the united counter nearest the exit. James(he's) an ******* and your sfo manager? He told me it was not their problem. I'm not using united so their was nothing they could do. I went to the united ticketing counter and asked to speak with a manager. O'morris helped me right away. He should be your boss as he has compassion. He tried to book me via united but nothing was available until the next day or either with long layovers. By this time I've been in airports or airplane for nearly 26hours. I told them I asked to be put in a hotel in Sydney and he said they should have given that to me, BUT THAT WAS NOT OFFERED EVEN WHEN ASKED in Sydney.
O'Morris gave me a staff member named Paul Owens (SFO). He too should be commended. Again james your head manger, *******.

Paul found a continental (which you own) flight that was leaving and getting me to my destination 1-2 hours later than original flights. That was ONLY going to cost me 968.00 usd. How can it cost me when it's your fault?

At the same time my best friend in memphis, a fedex pilot, told me through his system there was an American and delta flight leaving. Paul called American but all the seat were booked. At the same time I called delta. Delta offered me a first class ticket for 945 USD. At this point I've already lost my AirTran booking for 275.00 plus an additional 10 or so hours of my time. Trust me I took the first class flight and was home 2 hours later than I should have been. At least I was comforted by Delta.

So you guys are ok with Delta taking up where you cannot accommodate or are unwilling. Great corporate policy!

Paul gave me a 250.00 united voucher and 2 meal tickets. My bill out rate is 250.00 per hour so a huge loss. *Most important to me was my schedule and visiting my mother who I hadn't seen in 2 years. I don't really see that united took my plight seriously.

In hindsight, after boarding I was sitting next to a gentleman who was in melbourne when the flight was delayed. He said united disembarked all Los angles passengers which left a flight at my gate in sydney nearly empty. At no point was it offered to take this flight. Frankly that is ignorant.

So considering all this your truly asking for faith to fly united. I'm booked for the flight back with united and have a conference to attend the next day where i've paid over 4000 and have 2 staff members attending. Nearly a total cost of 10,000 AUD. are you going to make me miss this too, or will it cost me another 2000?

I' hope after I've spent another hour preparing this document that maybe you'd upgrade me or move me to delta who has a new 777 direct to sydney. Frankly using a 1973 model 747 to keep up to world standard? An you'd expect to keep making great margins at the cost of customer satisfaction? Sure your company will be overrun with this type of customer service and lack of compassion.

Murphy O'Neal wet floor seat 45a flight ua870 and that was an upgrade worth how much? 300.00 for both legs?

And I guess the 1400.00 EXTRA is just out of my pocket. So united nearly doubled the cost of my trip? How can you fix that?

I do feel this is a dead end email. I don't think you care but nevertheless I'm trying. The ball is in your court, just hopefully you give me a bit of ky jelly before you try to shove it where the sun don't shine.END


So it at the end of the day.. No call, no reply.... No concern for those that pay your wages and the corporate profit?

Frankly we were treated like livestock.... Oh and by the way united..... I videotaped it. My next post is YouTube and the DOT. I would not stand by and let a stranger on the street suffer the indignity your firm seems to be trained in as assumed by reading these posts. Your pretty much a horrible corporation.

How about returning any of my faith or lost funds? At some point people will revolt to this treatment as it is REVOLTING. New York cabs have more regulation and standard than your firm and staff! Pretty simple.