[turnbulld]

So, after the March computer debacle and subsequent floundering of United's customer service, I decided to never fly them myself again. I had substantial miles however so I helped members of my family out with free or reduced cost flights for their travels this year. The first of those arrangements was supposed to have happened last night.

Instead, United stranded a 80-something former Episcopal minister (my uncle) in Chicago for a night. They refused to pick up his hotel (they ran out of vouchers he was told) and cast him out, sans luggage, at midnight.

Naturally, I arranged for a hotel and a ride to it. A call to customer "service" got me someone barely old enough to have a job and all the sense and knowledge one would expect in the average high school freshman.

She started to tell me it was up to the airport to house him for the night and that United was not responsible. I reminded her that United's failure to carry their passenger was not an act of God but a broken plane and that it was on United to handle these things and that it was actually not an option but a legal responsibility.

Then she said that the United service agents should have handled this and that she didn't understand why. She implied that he left the airport too early and that it was his fault he didn't get what he needed. I explained that he had dealt with the people at the local counter and was turned away. At that point she *finally* explained how to file a claim for the hotel bill.

I then asked her to confirm that his bag was still checked and would be checked through to the destination. After 20 minutes arguing that he should go to baggage claim and 20 more minutes on hold, all she could do was read United's policy on the subject to me. She was totally unable, despite having his reservation details, to confirm that the bag was indeed still checked and not released to claim at OHare.

We'll find out. American is carrying him the rest of the way. United was unable to complete the job for which they were paid. Massive failure United, again.

[Sabra]

Typical UA service these days, I'm afraid. At least you got one that spoke a smidgen of English. I had one the other day I couldn't understand. I finally said, "Are you in India?"

There was silence on the line and she just went back to reading a script.

So, that was my answer.