[bigdobes]

This is a letter I am sending UAL today.
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To whom it may concern,


After reading all the latest news reports on airlines and the lack of customer service I felt compelled to write you this letter.

In April I purchased a multi-leg itinerary which I am unable to access anymore on your website so I cannot provide details such as accurate times, flight numbers, etc. The error message I receive when trying to retrieve this information is

“There was an error in processing your request. Please see the message below for instructions.
Your itinerary details cannot be retrieved through your online account at this time. Please log out, select My itineraries under the Itineraries & check-in tab, and use the Guest access feature to see the details of your itinerary. “

I have an electronic receipt that lists the following:

Mon, Apr 14, 2008 – Pasco, WA to Durango, CO
Pasco, WA to Denver, CO – United flight 6722
Denver, CO to Durango, CO – United flight 5958

Sun, Apr 20, 2008 – Durango, CO to Chicago, IL
Durango, CO to Denver, CO – United flight 5958
Denver, CO to Chicago, IL – United flight 0284

Fri, Apr 25, 2008 – Chicago, IL to Pasco, WA
Chicago, IL to Denver, CO – United flight 0259
Denver, CO to Pasco, WA – United flight 6725


Total Price: $2998.02

This was a first class itinerary even though I knew two of the legs, to and from Durango, CO would be economy due to aircraft types.

My scheduled flights were usually from Pasco, WA to Chicago, IL, flying through Denver. Most if not all of them were by means of a purchased first class ticket (not an upgrade). The reason for my multi leg trip this time was due to my mother’s health condition rapidly deteriorating. She actually passed away on April 18th, 2008 and feel fortunate enough to have been with her at this time.

The first leg of my trip was pretty uneventful as I remember. I’m never please flying in the smaller planes and even more stressed at flying in coach on the smaller planes. I am 6’-6” tall and weigh around 375lbs.

The second leg from Durango, CO to Chicago, IL was too pretty normal from what I remember. The third leg is where it gets interesting.

We were scheduled to depart at 4:50pm from Chicago O’Hare. I always arrive early and was in the gate area by 2:30pm. I had gone online the day prior, checked in and printed off my boarding pass. I remember that my seat assignment was 2C. I noticed the first class cabin upgrade requests were being fulfilled (via monitor screens) but that didn’t bother me as I already had my boarding pass and seat assignment.

While in the boarding area we were notified by means of the monitor screens that our plane was late. The time kept changing and by the time the plane arrived (around 6:40) the weather had taken a turn for the worse. We started boarding and to my amazement when they scanned my boarding pass my seat had already been taken. They asked me to step aside while the rest of the customers boarded. Only after everyone had boarded did they try to resolve the situation and in doing so was only able to find a coach, middle seat available. I boarded the plane and was then told there was no where left to place my carry on and that we would be late in getting to the gate in Denver and I wouldn’t make my connection anyway so to just have the bag checked. Now remember this part. I was told at this time that I would not make my connection in Denver and knowing that it was the last flight out to Pasco, WA I was going to spend the night in Denver. I sat down in the middle seat between two other large men and we were pretty much resigned to the fact that it would not be a very pleasant trip.

We no sooner left the gate when the captain announced we would be headed over to a “safe area” of the airport due to the proximity of lightning strikes. We sat there with our engines off for almost two hours before continuing. When arriving in Denver I headed straight for the customer service desk where I was informed that they didn’t know what had happened to me on the flight nor why I was denied my first class seat. They also said due to the lightning they would not pay for the hotel that night. Remember, I was told by the flight attendants prior to take off that I would miss my connection. This was before weather played any part in the delayed flight. They then proceeded to book me on the morning flight which I already knew would be a coach seat as United usually only operates the CRJ900 with first class service into Pasco, WA once a day and that flight is the last flight of the day (~9:00pm).

I took a shuttle to a hotel, paid for it myself and went on to continue my trip home the next day.


This isn’t the first time united has bumped me off a first class flight but unless I absolutely am required to fly United it WILL be the last time I fly with you. You are not unlike the other carriers, however you are the only airline that has performed in this manner with regards to myself.

I understand why you are at the bottom of the list when it comes to customer service, on time flight departures & arrivals, etc. This ticket cost me just under $3000 and I felt as though I was treated like a second rate customer. Your 12-point Customer Commitment is very humorous, especially Number 12.

Please don’t bother sending apologies and other coupons. It just isn’t enough this time.