[united-will-fail]

Wow – I would be ashamed if I was running United. I cannot believe the corporate BS that united Customer service; united baggage claim and united Customer (bad) relations lay down. I paid $339.36 for an extra overweight bag. The bag arrived 6 days after me. I spent several hours on the phone with united trying to find out where the bag was and when it would arrive. On the third day I found out they delivered it to the wrong address. United baggage insisted that they had no liability since the recipient had accepted the bag and they basically told me that I would have to retrieve the bag myself. The address was 188 miles from the correct address that I had provided! After several hours on the phone, I finally convinced someone to pickup the bag at the wrong address and deliver it to the right address. Of course this took a few days. By the 5th day I was tired of wearing dirty clothes so I called to ask for a refund of the $339.36 excess baggage fee. The united agent (Rohit) told me that this fee was not refundable but he could not provide a reason. I suspect the reason was some corporate policy that was conjured up by the brilliant, overpaid united CEO. In fairness, Rohit did offer a $50 voucher good towards another united flight. However, this voucher would not do me any good since I will never fly United again. Since I work for a major commercial airplane manufacture, my success partially depends on United. Unfortunately I think I (and the rest of us) would be better served if United would fold and let the other airlines provide the services that are beyond united capability. Also, I read the United “Customer Commitments” on their web site. They sound good, but I wonder for whom they apply?