- Report: #1165364
Report - Rebuttal - Arbitrate
Complaint Review: United Airlines
United Airlines Extremely Poor Customer Service. Age discrimination San Francisco and Reno Nationwide
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On April 2nd I booked a flight with United airlines. The trip was scheduled for April 2-10th, from Reno to Boston. I booked the flight the same day as two days before my father had an annuerism and then the day I booked my flight my grandmother passed away. I did not have the time to worry about the grievance discount.
The issues did not occur until my return flight. Due to flight delays my flight was running behind. I ran and asked for help. The woman looked at my ticket and said they were boarding. I asked her where the flight was. She didn't tell me she just told me I wouldn't make it. I asked if she could call to hold it she said no.
She went on to saying it was all my fault because I booked the ticket. The schedules were not created by me. I assumed United had experienced professionals who know how to create a schedule. As a customer I cannot predict flight delays or large airports that I have never been to. I would assume their is some type of scheduler who has this knowledge. I do not pick the the layovers when I purchase my ticket. I am still in shock that this woman was blaming the customer for their scheduling and delays. I was in shock. She was just standing at her podeum not caring at all about her work ethic and behavior.
I then went to a different United booth and tried to talk to the woman. She told me that was the last flight for the night and there was nothing she could do.
Next, I asked her to call a manager. I told him the same thing. My connecting flight was already boarding by the time my plane landed. Nothing was in my control or my fault. I have the name of both of these individuals and can provide it when contacted. As even though they are not helpful I believe in respect and privacy and do not want to see peoples names posted for everyone to see.
I continued to tell him I am a special education teacher. I just experienced a family death. I wish I could have stayed with my family longer but I had a surgery the next morning at 7am!! The manager went on to tell me to call the doctor and cancel the surgery. Seriously, I could not tell if that was a real answer or not. How could someone ask you to cancel your surgery at 7am. It was past midnight at this point. There was no way I could contact the hospital and doctors to cancel. We are talking thousands of dollars.
Yes, at this point I am crying. Now one is helping. I ask them if they can help with a rental car. They tell me no. The best they can do is get me a flight in the morning for their mistake. Finally, the manager agreed to give me a voucher for the amount of the part of the flight from there to the next stop Reno. So it wasnt even a one way, it was a partial refund about $150.
After this I needed to sit down. In shock with the situation and poor treatment. I watched as others went up to the same people and were provided with vouchers more than double mine and a hotel room. I was being treated completely different. I am a small 5 ft. 100 pd woman with a soft voice and young voice. It was appareant others were receiving things I was not.
Yes, I was crying. I was not rude or unkind just panicked about missing a surgery. I was overwhlemed at the lack of care. I told them if they didn't believe me I would provide documentation of the surgery. Nothing worked. I needed a plan to get me to the hospital in time.
I ran to the car rental. Last minute I was being quoted close to $300 just for one day. I could not afford this so I went to another company. I told one of the rental agents the situation I was in. He was in shock at the treatment but not surprised when I told him it was united. He told me united is first for terrible customer service. He went on to help me with tips to get a better car deal (book it with my phone before the counter). He went on to help me with what sites to contact for help in regards to the united situation.
Unfortunately though I did not know my problems had not ended with united.
At this point it is two in the morning. I am driving through pitch black whindy mountains from San Francisco through the sierras to reno, nv where my surgery was to take place. I never was able to sleep. Made it just in time in a unsafe manner. My friend returns the rental car which the man suggested to put her name as he knew that I would not be able to drive after the surgery. Again another example that some companies and people know quality customer service.
I was released out of the hospital on April 11th. I was barely able to talk for days. After that I could not walk for a week. I was in pain for a solid month. My friend was trying to call baggage as I was unable to get it. They were so unhelpful and extremely rude. To the point of hanging up on us because I didnt have the baggage number. I tried to explain we were calling for nearly three days to get help. We tried to explain the situation. We left messages. No call back from the source until they told me I had to pick up the bag. THey made it sound like they would give it away.
My friend must have called baggage ten times. Some people would help without the number, others wouldnt. I knew they were capable of helping without the baggage number as others did but they still refused it. Another method to avoid the problem and cause customers more stress was just to put me on hold forever or transfer me.
No one ever answered the actual phone at the reno baggage. My phone call was returned three days later. We continually called united baggage and asked them if there was a way they could deliver it since their flight scheduling issues and lack of customer service already caused many problems. The woman on the phone refused and said United does not do that and this was my fault so I needed to get my bag. I know they deliver as it has been done in the past for me.
When I asked if a friend could pick up the bag they said no because they needed ID. Well I cannot tell you enough times that I was just out of a surgery. So we continued to call to find another plan as me driving was not an option. After hours and days of going through this we talk to someone who said they will put a note on the bag so I could hire someone to pick it up. Reno is also 45 minutes away from me. When the person went to pick up the bag no one asked for anything.
So why was I put through all of that? I needed to be recouperating not dealing with poor customer service.
I could not drive or talk. I was heavily medicated and in pain and United airlines caused me undo stress for a situation they could have easily solved. I understand I have a young voice and appearance. Your customer service reps were so damaging. They were getting to the point of threatening my bag. I tried to talk while in extreme pain. These baggage or phone customer service representatives terrible service far out weighed my first experience with United in San Francisco.
THis has taken me a while to write as I have been healing and dealing with serious family problems. This situation was damaging. United needs to seriously know what their customer reps. in baggage or scheduling are doing. Maybe record phone calls so there is proof. More customer service trainings. I could guarentee this did not happen to others who look more "adult" I know as I have been talking to others. Im not saying they are treated well but differently, with respect. This situation needs to be fixed for all future customers. Sometimes it is okay to have sympathy. I offered to provide support of the surgery. But I should have never felt like I needed to beg for help from people being paid to do their job.
This report was posted on Ripoff Report on 07/27/2014 04:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/United-Airlines/nationwide/United-Airlines-Extremely-Poor-Customer-Service-Age-discrimination-San-Francisco-and-Re-1165364. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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