[1081spencer]

This is regarding one of the worst experiences from a customer service
agent ever. We were on our way back from PUJ to SFO via EWR. We missed
our connection at EWR due to baggage handling delay. We were then
rerouted via IAD to SFO. Upon reaching the gate we found the flight to
IAD delayed which would result in us missing our connection to SFO.
When we contacted the agent at the gate C70, about our dilema being
stranded at IAD, her response was " YOU HAVE TO MAKE UP YOUR MIND". I
told her we had made up our mind already to connect through IAD and
now with the delay, we would rather wait until next day to travel to
SFO. We were then put on flight the next morning-June 3rd. and asked
to contact customer agent for hotel. When we got to customer service
desk,there was one agent Loraine helping a customer. We waited in line
and happened to watch the TV when the other agent Alverine Witter
walked to her desk and said rudely "Do you want to stand there
watching TV or be helped". As we walked to her, my wife said, to
Alverine, we already had a bad and long day. This was when Alverine
flipped and said " I DONT WANT TO HELP YOU.FIND SOMEONE ELSE AND
WALKED AWAY FROM HER DESK". We were appalled by her attitude and
refusing help us for no apparent reason. We needed help, and waited
for Loraine ( the only other agent) and told her about missed
connection caused by baggage delay. She said, you should've left your
bag behind for customs and immigration to handle and proceed to your
connection. I was surprised by this and eventually Loraine got us a
voucher for meals and hotel. Having been UA members for a long time we
didn't expect this treatment from customer service and frankly have
never been so badly treated before. Also, the advice given by Lorraine
seems completely wrong. I'm sure security would have had a field day
with us if we left our luggage at customs to run and catch our
connection. Not only did we miss our connection due to a problem with
baggage handling, but we were rudely addressed by the 3 attendants we
reached out to for help - especially Alvarine Witter who not only
insulted us, but then refused to help. I hope UA is educating your
employees to treat passengers are they would like to be treated.

[jimworcs]

Not the first time we have heard about the horrible attitude of staff at EWR. Ignorant, arrogant and appalling.