[mpattil]

Complaint about CSR check-in:
On April 21st, 2011, my family and I arrived at the LAX airport and proceeded to check in ( 1) bag at the check-in desk. I had paid and made my bag reservation on-line the day before, in hopes it would be a VERY smooth process with paying the fee ahead of time and then simply "drop" my bag off..well, to my amazement, that DID NOT happen, instead I was spoken to, treated with disrespect, I honestly can't even begin to tell you how shocked I was, even after upon my return from vacation.
So, let me begin with what occurred, step by step. I headed towards the United BagCheck kiosk as instructed on my receipt, followed the prompts and completed the task at hand. As I was going thru the check in process, I noticed a women at the CSR check in looking very dissatisfied with what ever was happening around .. she then left the floor leaving her co-worker (Latin man) to handle customers arriving at the counter to either check in bags or tag checked in bag..she seemed to be gone from the floor for what seemed to be a very long time, being that there were a number of customers waiting to be helped. At first I patiently waiting to be checked in..as I noted, had paid my fee the night before and simply just wanted a "hassle" free check in.. As I stood there I noticed that new customers, arriving after I had checked in, were being handled, assisted and their bags were being tagged. I wondered if maybe I had not checked in properly and waiting for someone to come out to help, the CSR gentleman was solo on the floor, and helping others...then the previous CSR woman came out from the back, she made no contact with other customers, but instead began to "throw" boxes and child car seats onto the conveyer belt..I attempted to gain her attention, once I made eye contact I shared with her that no one has helped me, I don't know if my bag ticket was printed, it seems like I've been waiting at least 10 minutes to be checked in. WELL, that's all I had to say, and that's when this United employee began her rant....she immediately approached me and said," lets see if you have been waiting 10 minutes", she then pulled whatever bag tickets had printed and announced that I had lied and that I had ONLY been there waiting 7 minutes...wow, I was completely taken back by her outburst, she walked away and announced to the gentleman working at the counter that I had lied, telling her I had been waiting 10 minutes when it had not been that long...I then looked over at her and advised her that she was NOT being very professional and that she was not providing good customer service --- well, that fired her up once again. She approached me and advised me that she had "other" things to take care of. I replied I understand but I am simply trying to get my bag checked in and I did not appreciate her tone of voice towards me and reminded her that I am the customer and she shouldn't speak to anyone in that matter. When the gentleman from United came over to assist me with my bag, I asked him the name of his co-worker, which he said he did not know, she over heard my request and once again came over to the counter and placed her face over the counter close to me and proudly announced her name --- she said my name is "Sheila/Shirley" (to be honest I don't even remember, I was too upset) she then said, "oh let me see where you are going -- aww you going to Maui, MarieP -- you have a wonderful trip to Maui"...my reply to her was, you know what, you are very rude and I'm completely done talking with you, she then replied back --- " oh honey, we been done"...as I was gathering my things to proceed to the gate, I looked at the CSR man assisting me and asked him if this is "normal" policy to treat your customer(s) like this -- he looked at me and said no it is not, and sincerely apologized for my experience, while shaking his head.
This was such a horrible experience, a number of customers who over heard the entire conversation between myself and the CSR counter rep. approached me to tell me that they thaught that the CSR was rude and very disrespectful towards me and I should send a letter of complaint ... I was completely embarrassed, I will think twice about flying United Airlines for future travel --- all because I was off by 3 minutes and concerned my baggage claim ticket may not have printed.
United, there are a lot of other airlines out there...you are not the only choice nor do you offer the cheapest fares. You should evaluate your team and grade them on customer satisfaction and strive to become Best in Class....

[Ombudsman]

I hope you will take your fellow passengers' advice and write a letter or send an e-mail to United. Not knowing her name will not be an issue. Make sure to include your rservation number and what time you were at the counter. United should be able to tell which printer your baggage tag was printed on and know which employees where assigned to work in that area at that time. Better yet if you still have the actual tag send it in with your letter.

In this economy she should be happy to have a job especially in California which was hit hard and still has one of the highest unemployment rates in the country. When it comes to customer service employees my opinion is if one is having such a bad day that their attitude is negatively affecting customers they should be told to clock out and go home.

Please post your reply from United...but a have a feeling you'll probably receive nothing more than a standard apology letter.

I hope you and your family had a good time in Maui. It is my favorite island.