I have been flying on United Airlines my whole life; I would have to say that my family - my entire extended family - are pretty loyal United customers, the whole Mileage Plus card and all that, everyone has 'em. (which I must say, has worked out pretty good for me and my travels, and I'm appreciative of that) Up until this year I don't recall having any
really terrible experiences to speak of. Over the last few years it has seemed like everyone has had a bad experience to share about United, and I've always "stuck up" for them, so to speak, as I've never had one.
Unfortunately, my last two experiences are basically negating all of that. Over the last two weeks I've spent so much time in the Dulles/Wash DC airport I may as well have just set up camp! On my way home from my Africa trip two weeks ago, my stop was in DC with a 3 hour layover. At the boarding time there were mechanical difficulties so they delayed us. After some deliberation they decide to board us, we then false started twice and sat on the airplane for 3 hours! Then we de-planed, were moved to another gate waited another hour or so, boarded another plane, and waited for another hour or so on the plane. This whole ordeal was about 6 hours, for a grand total of 9 flippin' hours! As you can imagine my patience was toast. However, I was more or less willing to forgive this as one of those 'shit happens' occasions, as mechanical issues just happen and need to be taken care of. Though, making us sit on the plane for 3 hours really is not cool.
But, then today happened. Which actually happens to be the exact same flight on the same day of the week, so maybe flight 251 on Thursday is just cursed, I don't know. I'm on my way home from North Carolina, and tipped off that there may be trouble when I check in at the Raleigh airport and they can't give me my boarding pass/seat assignment for the 2nd leg of the trip. In DC all looks fine with the flight, it's on time, I check at the gate and they tell me to come back in an hour. An hour later they tell me they'll call names for the seating assignments, fine. But, then they start saying the flight is full and asking for volunteers to give up their seats, still not too concerned as I'm thinking "no problem, I booked this a long time ago, no reason I wouldn't get a seat." Oh, but how wrong I was! Normally I would take advantage of this deal - yay for free travel, but I need to be home on Friday during business hours, not the evening. They get down to final boarding, and I still haven't been called, seriously getting concerned now, oh, and the door closes, boarding is OVER. W.T.F. I am astonished, in complete disbelief, what is going on; I was booked on this flight, not on stand-by, booked...months ago. How am I not sitting on that plane right now? This happens when you're on stand-by, not booked! Then they just hand us (yes
us - it wasn't like there were two people, there were more like 10) voucher info and tell us to go see customer service. Um, excuse me, but you just didn't put me on my plane - I require more explanation thank you very much! Turns out they down-sized our aircraft and then couldn't fit everyone they had booked on it! I'm willing to forgive 'shit happens' scenarios, and weather issues, obvious things that are out of our control, but seriously airline - you
chose to do this, so now I take issue. I then wait 2 1/2 hours in the customer service line to sort out getting home. First try gets me home Friday night - no, that's too late, second try is Friday night again - I just said that was too late, I have to be home during business hours. There isn't anything - bullshit, don't tell me there isn't any way you can route me through San Francisco, you have two flights going there still tonight and there are tons of SF to PDX flights everyday! Oh, and we get one - fly to SF tonight, United puts me up in a hotel and I fly to Portland on an Alaska flight in the morning. Plus food voucher and $400 travel voucher. Fine. I get into SF at almost 1am and have to go wait in the customer service line again, only to be told that there are no hotels, they're all booked right now, but I can go try to find one myself and United will
reimburse me up to $65. I'm sorry, is this a joke?
United bumps me off my flight and
I have to pay for somewhere to stay? Or stay in the airport? Not to mention it's 1:30 in the morning and I have to be back at the airport at 6am. Holy balls! And the answer to all of the above is Yes, but not an apologetic, good customer service yes; a short, snarky, too bad, I need to take a customer service class yes. At this point it's like 1:45am, which is like 4:45am east coast, and I haven't slept at all and am so frustrated and pissed. So, I end up telling her how disappointed I am in United these days, which is something I kind of hate when people do - customer service reps for big companies are usually so removed from any decision making about this that they can't help you and it won't get to the people who matter anyway. But, I did it anyway and got more snark! "Well I guess it's good that your flight in the morning is on Alaska". Seriously, I think my jaw dropped. Are you kidding me? United, how about you work on some customer service training instead of your new logo with Continental? Fuck. Yes, F-word; it's 3am, I'm sitting in an airport overnight, headed toward 24 hours without sleep, my teeth are furry and my contacts are glued to my eyeballs, I'm entitled to some swearing :)
Humorous travel tip: don't wear all white when traveling (yes, this seems very 'duh', I know). I happen to be wearing all white, (honestly I'm not really sure why as I wouldn't even do this at home) so of course I'm spending the night in the airport, which means I'm sure I'll be looking super clean and crisp in the morning; ahahahah, silly me. And of course you'll inevitably spill on yourself; awesome, just awesome.
Ok, end of rant.