[litairan]

The experience with United Airline at Madison is nothing but appalling. We (me, my wife and our 11-month daughter) checked in at Madison airport 50 minutes ahead of departure time (6:26 AM, 4/22/2012, UA5848 from Madison to Chicago). We spent a long time waiting in line to go through security, when we arrived at the gate, it was 6:13 AM, 13 minutes before airplane take-off. The worker at the gate would not allow us to board, saying he has closed the door of airplane.

What really appalled us was, this UA worker at Madison airport (tall, pale, over-weighted, middle-aged, white male, first name started with “D”) was the same person who checked our luggage in at the UA counter before security check point. He knew we are a family with a baby, he knew we were making an international flight connecting through Chicago to China, and he knew that we were checked in when he closed the airplane door. During the whole course of our waiting for going through security, we heard no reminder from airport broadcasting. This worker refused to explain to us why he did not wait for us even he evidently knew we already checked in and he knew our situation; this worker refused to explain to us why he did not call us through airport broadcasting even he was aware of the situation had the full capability to do so. His attitude stroke us as inconsiderate, indifferent, and cold-blooded. This experience gives us a strong impression that United Airline is a very inhuman cooperation that has no care about customer experience. United Airline is definitely the WORST airline I have used. Avoid United Airline whenever possible!