[klandreth]

This letter is in reference to my recent flight (UA 981) originally from Manama, Bahrain to Washington Dulles, and after its cancellation.( flight UA 1750 from Kuwait to Washington).

The flight from Bahrain was cancelled in Kuwait, why was never actually explained to us. The flight crew literally abandoned us in Kuwait City. They left the entire group of passengers in the hands of a totally incompetent crew from NAS(the UA Contractor in Kuwait City). The Flight Crew literally would not answer any questions, saying that was not their job. One of the officers stated that we all know that United sucks, but there is nothing we can do about it. How do you expect any loyalty from customers when your own crew is disloyal? The local representatives had very limited English language skills, their supervisor got upset and started yelling at passengers and even tried to pick a fight with one customer who was upset, he even raised his hands against the man. This person should be fired for gross negligence. We were finally herded into a bus and taken to a third world feeling hotel. It was nasty in ever sense of the word. I am Diabetic and have back problems and had no access to my meds and was told that nothing could be done. They took our passports and we were held hostage in this hotel until 9 P.M. the next day. Then we were herded into yet another line to rebook. Nothing was done ahead of time for this and it took over 5 hours on line to be rebooked to a downgraded seat from my original. Again and again I asked for access to my diabetic medicines in my checked baggage, and was denied access. We left Kuwait City in the early hours of that morning. I always book a specific seat due to DVT and lower back issues. My seat that I was down graded to was cramped and very uncomfortable. Upon arrival at Dulles the incompetency continued as I had an 8-hour layover due to delays. I kept trying standbys, they were all cancelled and I had to get myself out of this mess by booking with U.S. Air to Charlotte. There I had to rent a car to my home, today I will have to return to the system to try and get my bags.
There was nothing but rude and uncompassionate interaction up the entire line of UA personnel. I did not have a single interaction with U.A. personnel in D.C. or Kuwait City that was professional or compassionate. Most of your personal that I encountered had major English language and communication skill level inadequacies.
Sadly I am booked on a nonrefundable
Flight back to Bahrain in August, hopefully, it will be my last with United. I know that as a company they do not care, but I do. United Airlines used to be a Great American Company, and I was proud to be a loyal Customer. I just cannot risk flying with them again. My blood sugars have yet to stabilize after not having medications for two days, and I must see my Doctor about my lumbar stenosis, which was very much aggravated by this ordeal.
Their on line apology offer is ridiculous ($50.00) and actually a little offensive after what I have endured. In DC, I witnessed offers of up to $500 for volunteers to give up their seats on the oversold flights. Yet we are only offered ($50) or a few miles, which I will never use.

I will soon be a KLM or Lufthansa customer.

Kenneth Landreth, Ed.S
1July, 2012.