[kryong]

Rude service from customer service director (Mr. Sher Khan) of united airline at SFO airport.

Apparently, although my check-in was delayed due to inappropriate service of united airline agents, they refused to take responsibility and tried to charge me more from results of my rescheduled flight.

We arrived at SFO 2 hours earlier than check-in time. I knew we had to see the agent at the counter since my flight is going to canada (international flight), but the united air agent guided us to the line for self check-ins. After wasting 30 mins there, we were directed to the line for the agent counter. Although we still had 1.5 hours till departure, we got nervous since the line was never shorten. Finally, another united air agent showed up and called passengers who needed immediate boarding. In that way, 6 to 8 group of people (whose departure time was 10~20 mins earlier than us) behind us were picked up for faster check-in process (which means our turn was further delayed). Finally, we got the agent counter, but the agent said we were 2 minutes late from the cutline to check in for canada (they said we had to do it 1 hour before departure to canada without exception). Later we realized 6 to 8 people behind us who were picked up were traveling within the US, so we WERE the one who needed the real emergency. (Another mid-guidance by the agent)

We could not board the original flight due to "2 minutes late to check-in", which we believe was caused by the united airline agents. Because of that, 1) we could not leave for the vacation on that day (one day delayed since all flights were full on that day), 2) we've wasted pre-paid hotel charges (two rooms for our group of 6 people), and 3) we had to shorten our trip by missing many points at our destination.

Well, things were already happened and nobody can change. Now, we wanted to minimize our damage to retrieve our point #3 above by changing our returning flight by one day later than schedule (to keep our original 4 days trip), since our beginning departure was one day delayed. So, we asked for change on returning flight by one day. Surprisingly, it was refused and I was told to pay $150 per person ($750 total) for schedule change!

All check-in regulation (1 hour window requirement for canada flight) cannot be controlled, but we think the united air should handle our case more generously since all of this happened due to mis-guidance of their agents.
(We didn't even mention our loss on the hotel #1!!). Later, their service director (his name is Sher Khan) came and showed very rude behaviour. Finally, he said go home since there is nothing they're willing to do, and feel free to file complains by showing his name proudly. I was very surprised at his attitude to handle their customer's concern and to try to make money using our situation. I wonder how he could manage it as a supervisor and why the united air keeps him in that position.