In January we booked our flights to Orlando for my husband, myself and my two young step children using our Air Canada Aeroplan points, because we were departing through Buffalo NY our flights were booked through their Star Alliance partner United Airlines.
On our Flight to Orlando we had a connecting fight in Cleveland Ohio. About 30 minutes after we got off the plane my husband realized that he had left his cell phone in the seat pocket, he returned to the gate but the plane had just departed for Chicago. The gate in Chicago was called to tell of the missing phone. Once the plane landed we were called and told that the phone was not on the plane nor was it is lost and found. Once can assume that the staff that cleaned the phone did not turn it into lost and found. The only other help that we got from United was to be directed to their website to fill out the lost and found form and submit that to United....problem 1
Thank goodness we had an amazing week at a resort in Orlando, because once again we were have issues with United. We were scheduled to return home on February 9, but the whole east coast was going to be hit with an awful snow storm. On February 8 my husband called United to pre emp a potential cancelled flight the next day ( we were flying into Newark the to Buffalo) he was told that we could pretty much count on the flight being cancelled. We arranged to return home on February 12 on the 10:30 am flight to Chicago then on the Buffalo. The representative at United told my husband stated that he had not received a confirmation email and the representative told him not to worry that it was all documented and that we just had to show up at the United Desk on the Tuesday morning.
On the Tuesday morning we packed and got enroute to the airport and called United to make sure that things were in order ......and much to our shock they had no such tickets for us, we were told there was nothing they could do we had to contact Aeroplan, which we did only to be told that the issue was with United...seriously a game of pass the buck ??? My two young step children (10 and 8) were suppose to be back home with there mom just after dinner that evening.
We got a Supervisor by the name of Rochelle at Aeroplane who contacted United and was told there was nothing they could do, and were according to her very unprofessional, they offered a flight at 7 am the next day (so 5 days after our original flight) we told here that was not acceptable we had to return Tuesday. After about an hour and a half on the phone ( all on our Canadian cell phone being charged roaming rates and long distance almost equal to another night stay) she comes back on and says okay I got you home today but....... on 3 connecting flights!! are you kidding me ??? we have 2 kids who have barely flown....Orlando to Houston to Chicago then finally Buffalo......10 hours of travel time and getting my kids home at 12:30 at night (because after getting to Buffalo we had close to a 2 hour drive) and they had school the next day........all along no apology from United about the blunder on their end ....needless to say I can not see myself using United Airlines ever again.