[danmac]

After sitting through a 2 hour delay with no announcments, we finally boarded a flight from Chicago Ohare to Madison, Wi.(23 minute flight) The front cabin door was closed and then a short while later, the captain came out of the cockpit and opened the door and left the plane. After 40 minutes, and many people coming on board the flight attended announced that we had a "weight and balance" problem.

They had 2 people get off the flight and spent the next 45 minutes moving luggage from the cargo hold to the cabin.

Finally, front door closed again, ready to go!

15 minutes later, captain then exits the cockpit again, and leaves the plane. The co-pilot announces that the flight has been canceled because weather had moved into Madison and visability was zero. He also said that in a few minutes a customer service rep would board the plane and explain what would be done to make new arrangments.

20 minutes later, the co-pilot mentioned to passangers at the front of the plane that they could leave. (no sign of any customer service)

Once deplaned and inside the terminal, it was announced that "all flights into Madison were canceled and that United was not responsible because it was weather related, and that we were on our own." A sheet of paper was handed out with the local bus companies phone number on it. We were told that we had to make our own travel arrangments, and that no luggage was being taken off the plane. It would be sent on the next available flight to Madison.

My business colleague and I opted to rent a car and drive the 3 1/2 hrs to Madison.

To summarize my complaints:
1) In the time it took to solve the weight and ballance problem, we could have flown round trip to and from Madison, before the weather became an issue.
2) The total lack of customer service, including lack of communication with passengers

But here's the worst!!!
3) The following day, we went to retrieve our luggage at the Madison Airport. We were informed that one bag had arrived at 6:30pm and the other at 1:00am, THE PREVIOUS NIGHT. So there were at least 2 other flights that night that were not cancelled. (I hate being lied to)

4) A few days later I called my travel agent to make some changes in my return flights, and found out that United had de-activated my reservations because, "I FAILED TO USE THE CHICAGO TO MADSION PORTION OF MY RESERVATION"

I am flying home tomorrow on USAIR,

If I chose to ever fly with United again, it would be acknowledging that this type of business practice is okay. I will not reward them with my business (or money) ever again.

[Brian Jeth]

1-Weight and balance is a safety issue! Remember the singer Aaliyah? There was a weight and balance problem on her last flight. And as far as the weather issue... you were in Chicago. There is always a weather issue in Chicago. This is not a surprise... especially since you were flying to Madison. Wisconsin has worse weather than Chicago.
2-You think it's just customer service, but there are many people involved in the operation. Customer service is just the easiest to attack.
3-If you looked on the monitors I'm sure you would have noticed that there were other flights going to Madison. However, they were most likely booked full. I'm sure you were informed that you could've stood by for those flights, but you made an "adult" decision to drive to your final destination. The customer service agents probably recommended the bus option as a means to at least get you to your destination instead of being stuck in the airport.

As far as not flying with United ever again, I'm sure every other carrier was experiencing the same thing on that weather day. It seems rash to just assume that it only happens on one airline.

[danmac]

Brian,
I notice you have defended United and other airlines in a couple of complaints posted on this site. Do you work for United? In Customer Service?

Anyway, you missed the point of my complaint completely. I have flown many hundreds of thousands of miles over 32 years in my business, so I have seen and experienced just about every senario there is. This is the first time I have ever written a complaint.

Let me clarify the issues as you responded to them:
1- I never complained or suggested that the airline ignore the weight and balance problem or the weather. On this point I agree with you, these are very serious problems for planes.

My point here was that we sat through a 2 hour delay and then another 40 minutes to correct the baggage problem. There was alot of time wasted, which then put us into the weather situation.

2- You refer to "customer service" as a noun or person. I use it as an adverb. It is a companies policies, attitudes, procedures and actions in regard to how they treat clients. Too many people like yourself, think that customer service is a department. I think a company's customer service philosophy is reflected in every employee that works for them, not just a single "department". United obviously has a "treat them like cattle" philosophy.

In this instance, any announcements to keep passangers informed as to the situation would have eased the inconvenience.

3- I don't blame you for making the many assumptions you have here. In all my years of traveling, the points you make are usually the norm. In most cases the passengers are "informed" of options and the airline makes "recomendations" to help thier customers get to thier final destinations.

Picture this, a United representative standing in a crowded gate area, with 50 passengers from this flight standing around him. He opted not to come on board and make an announcment, or use the loud speaker in the terminal, so he had to shout. He stated that "all flights to Madson were canceled" and that they could not accommodate us on the following day. He held up a sheet of paper and said the local bus company's phone number was on it and that "you are on our own".

4- I'm adding this since you failed to comment on the issue that most angered me. The fact that my travel agent could not adjust my travel plans because United had SUSPENDED my ticket because I FAILED TO USE THE CHICAGO TO MADISON PORTION OF MY RESERVATION!

This just added to the inconvenience of this trip and when I spoke to the United agent on the phone she made it sound as though it was my fault.

In closing, I am not rash and do not assume anything. If you re-read my posting, you will see that I never complained about the weather or suggested that it was only happening to United.

I DO "vote" with my wallet. I do not patronize any business that treats thier clients like a commodity. Whether its restaurants, hotels, airlines, retail stores, or gas stations, if I don't feel that they appreciate my business, then I do not go back.

Enough Said!