[smurman]

The below letter I sent to United tells it all:

After planning a last family vacation before our children go their different ways and because it was our last family vacation we spared no expense to make it perfect by taking care to have all expenses handled ahead of time. Our trip started out at 4:30 AM August 1, 2009 at the Arcata/Eureka airport being told by YOUR agent our flight was cancelled. This meant that we would miss our connection flight in San Francisco to Seattle where we were to board a ship for our cruise.

I explained this to your agent and asked him to please check for other flights from Redding, Crescent City, San Francisco and Sacramento. He said there was no available seating on any flight to Seattle in time for our cruise. I asked him if he checked other airlines and he said he would only check United, if we wanted to know availability of other airlines we would have to go ask them ourselves and basically blew us off. Again I told him of the cost of our vacation and begged him for help he said “I feel your pain, next” and gestured to the people behind us. I asked when he knew the flight was cancelled and he said it was the night before when it didn’t come in because of the fog. I asked why we were not called the night before and he said it was because we didn’t book with United directly and went through an agent. What that has to do with the quality of service a customer receives I don’t know.

What I know is: He refused to help us find a flight, was basically rude and didn’t give a care what happened to us or how much money we would lose. I understand an act of God in causing the cancelation but I do not understand why we were not called at the time the cancelation occurred.

Had we been called the night before we would have had enough time to make other arrangements to get to our connecting flight in San Francisco.

We did find another flight on line leaving out of Sacramento on Alaskan Air. After driving 51/2 hours and 310 miles we got there in time to have United issue vouchers for our flight and switch to Alaskan Air. Alaskan Air could only book one of our party because United only switched one ticket not all four. It took Alaskan Air over 45 minutes to get the switch done over the phone; again we almost missed our flight because United screwed up. We barely made our cruise; we were the last ones on board.

Now, we had a vehicle left in Sacramento so one return ticket had to be switched so we could pick up our car. I called your 800 number (another expense because YOUR agent didn’t call us when the flight was cancelled) the United agent said it would cost us $150.00 to switch the ticket plus an additional charge of $77.00 for the extra distance of which I don’t know what math he was using because when I measure Eureka from San Francisco and Sacramento from San Francisco, Eureka is definitely a greater distance. At this point I’m very angry and ask for a supervisor and I get passed on to a person who says he will wave the $150.00 but he can do nothing about the $77.00 charge. I asked to speak to his supervisor and he said he didn’t have one, again I believe I was lied to. I told him how angry I was and wanted to speak to someone else; he said there was nobody else. Because I felt I was left no choice I took the switch and the additional charge of $77.00. The departure of the flight time was too close to the time we would be arriving in port and the cruise line said the flight would probably be missed.

The next day when we were in port I called my agent (another expensive roaming cell phone charge because YOUR agent didn’t make a phone call when our flight was canceled) and explained to her what was happening and she was speechless as to how crappy we had been treated by United. She found us a direct flight out of Seattle at less money, again on Alaskan Air at an acceptable time so the ticket was switched.

I spent 3 days of our cruise under a large amount of stress, multiple cell phone calls with high dollar roaming charges straightening out a mess that was created because YOUR agent didn’t make a call at the time our flight was canceled.

I am still so angry that when I think about it I can feel my blood pressure rise. I will tell my story to anybody that will listen, my children will post on their Facebook pages the tale with a message to pass it along, I will tell all my friends and will encourage all who read my story to boycott United.

For information only: My husband and I are in our mid 50’s and are looking to travel a lot as we look toward retirement, we will not be using United, my son is in the Army and daughter will soon be in the Army, we fly them home whenever they get leave time. We won’t be using United. My youngest daughter is in college in Chicago, we fly her home at least 3 times a year. We won’t be using United. As a matter of fact we won’t ever use United again. I will drive 51/2 hours to Sacramento every time if I have to or take alternative transportation. United will not get one more penny from me or my family again. I will not support a company that treats its customers so badly with no conscience. I have never encountered so many uncaring people in my life from one company. I will be sure to let the stock holders know.

[Butch Cassidy Slept Here]

First, if you haven’t already done so, you should send a copy of your letter to the actual operator of the flight from Arcata:

SkyWest Airlines
444 South River Road
St. George, Utah 84790
Ph. (435) 634-3000
Fax: (435) 634-3105

Sky West Air, not United, would also be the employer of the agent you were dealing with in Arcata. Some airports having only commuter service are very clear that someone else does the actual flying. The airport near me, in Cody, Wyoming (“COD”) has a big sign out front with the Sky West name. In fact, it’s only when you’re standing at the ticket counter do you see who Sky West does flying FOR (Delta and United in the case of Cody.

Of the three airlines selling tickets to Arcata, Alaska is probably your best bet. Horizon Air, Alaska’s commuter division, is wholly-owned by Alaska. On the other hand, Sky West Air is completely independent of Delta and United (the other two airlines selling tickets to Arcata.)

If you have time, and during the warm weather, Amtrak has service, from Redding to both Los Angeles and Seattle. Trains leave during the middle of the night and the travel time is about 18 hours. Not to anyone’s surprise the airline stooges on here think Amtrak travel is the funniest thing in the world. Probably because they see Amtrak as a threat. It looks like you have some mountain passes between Arcata and Redding. So I can appreciate a drive to Redding, during the winter, could be dangerous.

One of the reasons why I mentioned Amtrak, and something you must keep in mind, is that with crowded airports nowdays, anything less than perfect weather will cause severe delays, at best, if not outright cancellations. Fog is a schedule killer for ANY airport. Thus, no matter which airline you fly with there are certain type of weather that can shut any airline down. Having done my “commercial” for Amtrak, there is an airline stooge on here who would have you believe that Amtrak is every bit as sensitive to bad weather as the planes are.

Lastly, and keep this in mind for future travel: It’s unrealistic to expect you can fly, from point A, to point B, and arrive, at point B, anywhere near your scheduled arrival time. Scheduling a flight to a cruise port on the day of a sailing, or even the day before, is basically asking for trouble. The same principle would apply to important meetings; weddings, and funerals.

[smurman]

Ah yes, many lessons learned here. I have traveled by air all my life and fully understand weather conditions and how things can change fast. United used to be the best in service, what happened? My complaint is that the agent KNEW the night before and didn't bother to call. Yes, we should have done our traveling the day before and that is the way it will be in the future. Funny you should mention train because after this fiasco we are talking about taking the train to Chicago to our daughters graduation next May. Thanks for the information!

[mars6423]

you do understand that United does not have your phone number so they couldnt have called you, right? your personal info goes to your travel agent, United has no info about you other than your a ticketed person. its the same way when you book through an agent for any airline, so its the travel agents responsibility to tell you whats going on.

you cant expect an airline (united) to go searching in phonebooks for everyone who booked through an agent to tell them whats going on, that is a waste of time, man power, and isnt effective.

yeah your experienced sucked but you cant boycott an airline for something they didnt have a chance to do.

[azstar]

you do understand that United does not have your phone number so they couldnt have called you, right?

Not always true. Most PNR's contain a passenger contact. The only time it wouldn't be in the PNR is if the booking is made directly by another airline and not entered by the carrier. Almost all travel agency PNR's, as well as online travel agency PNR's contain the passengers phone number regardless of the computer system that is used. The problem is that airline's no longer bother to call anyone when there is a cancellation or schedule change. Sometimes they e-mail the information if the PNR contains an e-mail contact, but they don't always do that. Airlines just don't employ enough personnel to contact their passengers when there is an operational irregularity or schedule change.

[abutterfinger25]

Originally Posted by azstar

you do understand that United does not have your phone number so they couldnt have called you, right?

Not always true. Most PNR's contain a passenger contact. The only time it wouldn't be in the PNR is if the booking is made directly by another airline and not entered by the carrier. Almost all travel agency PNR's, as well as online travel agency PNR's contain the passengers phone number regardless of the computer system that is used. The problem is that airline's no longer bother to call anyone when there is a cancellation or schedule change. Sometimes they e-mail the information if the PNR contains an e-mail contact, but they don't always do that. Airlines just don't employ enough personnel to contact their passengers when there is an operational irregularity or schedule change.

Thats true, but I also remember a time that when you purchased a ticket through a travel agent. That agency actually went out of their way to keep their customer informed of changes.

[PHXFlyer]

If it was an online agency such as Orbitz or Expedia you can subscribe to alerts to keep you informed of delays or cancellations. Even if the ticket wasn't booked on United.com you can still go to their website as well and subscribe to alerts and be informed by phone, e-mail or text message of a flight's status.

And, of course, never EVER fly the same day as the ship departs. It will leave without you and if you didn't book your air through the cruise line you're on your own to either catch up with the ship or cancel.

[rudybjr]

An airline only has your telephone number if you directly booked with them. A travel agenct ususally puts their agency phone number in the reservation. That's why they couldn't call you.

[Butch Cassidy Slept Here]

An airline only has your telephone number if you directly booked with them. A travel agenct ususally puts their agency phone number in the reservation.

That has always been my understanding. Forty years ago--the period when I swore-off using travel agents--I was able to phone the airline directly any have them enter my contact phone number onto my travel agent reservation. However, the res agent, even then, made it clear, through her attitude, that she did not like doing this. Today, I expect a similar request would result in one talking to the dial tone.

So, if you make reservations through a travel agent you're completely at the mercy of the travel agent as to whether you get called if there is a schedule change, cancellation, etc. Likewise, if you encounter any other problems expect the airport staff to seize upon your travel agent reservation and refuse you help that would otherwise be extended on the basis that you need to "call your agent." Accordingly the money saved by booking through Expedia, et al, may not be justified by the aggravation that follows.

[Jetliner]

Originally Posted by azstar

you do understand that United does not have your phone number so they couldnt have called you, right?

Not always true. Most PNR's contain a passenger contact. The only time it wouldn't be in the PNR is if the booking is made directly by another airline and not entered by the carrier.

That is absolutely NOT TRUE. Most agency bookings ONLY include the agencies' phone number. They do that because they don't want the airline contacting the passenger, they want to take care of the issue themselves, as that is what they are supposed to do.

The only time your PNR will include your own phone number is if you booked the ticket directly with the airline, or if you have called the airline and given it to them. Other than that, you might, maybe, possibly, jackpot winning odds, get a travel agent who sends your phone number to the airline.

Try working baggage service with a bag that goes unclaimed for a couple days when the passenger dropped out of sight (they rebook themselves, etc) or they pick up someone else's bag, and they have either put a blank name tag on, or none at all. In either case you REALLLLLY want to call the passenger, but you can't.

[azstar]

Originally Posted by Jetliner

That is absolutely NOT TRUE. Most agency bookings ONLY include the agencies' phone number.

I have to disagree with you. These days, most travel agencies do include passenger contact when making a reservation. And all online agencies include the passenger telephone contact because the online agency does NOT want to be contacted for things like schedule changes.

The point is though, whether the telephone number is provided or not, the airlines do not call passengers for irregular operations.

[Butch Cassidy Slept Here]

Based on previous posts (by others) on this board airline alliance bookings, particularly when it involves overseas travel, is a situation comparable to a booking through a travel agent.

Apparently there are times when people have encountered problems with their reservations, and they've been dealing with an alliance partner they did NOT do the booking with. The response to said problems has been a brush-off: "Call XYZ Airlines." Accordingly, sometimes it may be better, when traveling with more than one airline in the same alliance, to book with, say, the non-US-based airline. Indeed, the Contracts of Carriage of many airlines specifically disclaims a substantial amount of liability with respect to travel on other airlines.

As an example: To travel from an airport near my home--Billings, Mont. ("BIL"), to Hamburg, I could do a booking with one of two airlines--United or Lufthansa. Since Lufthansa, and not United, does the flying between the German "gateway"/hub city, Frankfurt, a booking with Lufthansa provides "coverage" for any problems that could arise with respect to the Frankfurt-Hamburg flight. True, one then does have "exposure" as to United flights, in this example, in the USA.

[The_Judge]

Originally Posted by azstar

The point is though, whether the telephone number is provided or not, the airlines do not call passengers for irregular operations.

That is a broad statement and also untrue. I know you don't mean all flights on all airlines but I take a bit of exception to it as I can't count the number of calls I made to passengers from the airport. It is a reservationists job or an agency but I found it easier to do myself. Lots of the calls made by airlines are automated so personal call was best as I could discuss options for what was best for each person.

And as for the people I couldn't reach due to only agency phone numbers in the reservations (see other thread, yes, agencies only put their numbers in, not passengers) I booked them anyway on the next available, quickest route to their final destination.

So, yes, airlines DO call passengers, or maybe I was the exception.