[TravelerABQ]

My non-stop flight from San Francisco to Albuquerque was cancelled because United didn't have a crew. I wish what happened next was unique, but it appears to be the new norm:

1) United insisted they could only get me home the next day at 6 pm. The next day was my 8 year old's birthday. No one cared and the supervisors were indifferent or rude.
2) After one hour of "trying," they found me a flight getting in a 12 pm when a high-mileage frequent flier who I became friendly with showed them what was available from his cell phone.
3) They booked me in a hotel 20 minutes away. Not so bad, but the United rep specifically informed me the shuttles come every 15 minutes. After 20 minutes of waiting, I called the hotel and found out the shuttle only comes when requested (another 30 minute wait).
4) The United rep told me there would be shuttles back to the airport, but they only started running after my flight departed, so of course I needed to pay for a taxi.
5) For all of this, they offered me a $100 voucher.
6) I requested higher compensation twice, but United stated this was their policy and refused. They added that they fulfilled their contract by getting me home, so any voucher is simply a testament of their goodwill.
7) When I asked them how to file a grievance, they stated they could not provide me with such information and I'd have to figure it out on my own.

Sigh. I can miss work, have my non-stop downgraded to a stop-over, be inconvenienced, given misinformation, rude service, and dismal options, and United can throw a $100 voucher at it and all is well. I have to wonder if cancelling light flights is done intentionally as a cost-saving measure. Whatever the case, the lack of accountability or sincere effort to make things right is disheartening.

[azstar]

Your flight was, most likely, operated by Skywest or Expressjet. Not likely cancelled due to lack of passengers, but Skywest (which owns Expressjet) incompetence. There's a reason why UA was the most complained about airline in 2013, followed closely by Skywest and then Expressjet, which UA contracts for their regional jet flying. If at all possible avoid them as much as you can. $100 is not nearly enough for a flight cancelled due to poor crew management. Go to www.united.com and in the upper right hand corner click on "customer care" (hah) and demand more compensation. Also, file a complaint on the D.O.T. website.

[dominiko_m]

Originally Posted by TravelerABQ

My non-stop flight from San Francisco to Albuquerque was cancelled because United didn't have a crew. I wish what happened next was unique, but it appears to be the new norm:

1) United insisted they could only get me home the next day at 6 pm. The next day was my 8 year old's birthday. No one cared and the supervisors were indifferent or rude.
2) After one hour of "trying," they found me a flight getting in a 12 pm when a high-mileage frequent flier who I became friendly with showed them what was available from his cell phone.
3) They booked me in a hotel 20 minutes away. Not so bad, but the United rep specifically informed me the shuttles come every 15 minutes. After 20 minutes of waiting, I called the hotel and found out the shuttle only comes when requested (another 30 minute wait).
4) The United rep told me there would be shuttles back to the airport, but they only started running after my flight departed, so of course I needed to pay for a taxi.
5) For all of this, they offered me a $100 voucher.
6) I requested higher compensation twice, but United stated this was their policy and refused. They added that they fulfilled their contract by getting me home, so any voucher is simply a testament of their goodwill.
7) When I asked them how to file a grievance, they stated they could not provide me with such information and I'd have to figure it out on my own.

Sigh. I can miss work, have my non-stop downgraded to a stop-over, be inconvenienced, given misinformation, rude service, and dismal options, and United can throw a $100 voucher at it and all is well. I have to wonder if cancelling light flights is done intentionally as a cost-saving measure. Whatever the case, the lack of accountability or sincere effort to make things right is disheartening.

I experienced nearly the same and also found that $100 voucher a bit outrageous. It was a Sunday evening and the only managed to find me a flight for 8pm on the next day, moreover I had an important business meeting on Monday. Don't know why they have so many different numbers for their customer service, I called (800)864-8331, found it on some yellow pages (http://www.showmelocal.com/profile.aspx?bid=16449822), and I must say their customer service representatives are even worse then the rude supervisors at the airport. Definitely the best option is to avoid United/Skywest/Expressjet.