United Airlines – Trip from Hell

Continental was a great Airline; then it merged with United and became a nightmare beyond belief.

First they said they kept the name United instead of Continental because it was more recognizable.  Gee, why is that?  What marketing genius thought making people think about those United Airlines 911 planes every time they board a flight was a good idea? Idiots.

Flight attendants are surly at best.  There is NO entertainment on board on 2.5 hour flights so you better bring a book or Ipad or something to entertain yourself. You can’t even get a Sky Mall catalog on board.  Food on United Airlines is limited to “snack boxes” at a whopping $8.99 for three bites of food.

Then there’s United Airlines customer service – it no longer exists.

So let me tell you my latest United Airlines experience.

Every three months I fly from Newark to West Palm Beach to see a neurologist.  I book these trips online but because the United Airlines website saves your last search, the trip got booked backwards. When I got to the airport in Newark I found out I was booked on a flight in West Palm!  I went to three “agents” and told to call an 800 number.

After 26 minutes on hold I got an agent who barely spoke English. (I have since been told directly by UNITED AIRLINES that it’s cheaper to outsource these things to India). The guy told me I could change my flight for $200 which would be refunded if I went to their website but then there would be another $393 additional charge for the change in the cost of the flight from when I booked it in April.  He then told me to cancel the ticket and for $75 I could go standby on any flight.  I asked again. “You mean I don’t ever need a ticket? I can just go to the airport any time I want and fly standby for $75?”  When he said yes I knew I was in trouble.

I approached ANOTHER gate person.  I had to get to Florida.  She charged me $586.20 on top of the $247 I had originally paid which brings the ticket up to $833.  I’m guessing I could have flown to China for that price.  I had no choice.  I handed them my Amex and waited four hours for the flight, extremely determined to reach customer service. This means I basically paid full fare for the ticket and the original ticket wasn’t used at all.

Upon landing I spoke with a gate agent who told me there is no customer service and to go to the website and fill out a feedback form or post on Twitter.

I took to Twitter like white on rice and started hounding them.  They wanted an explanation in the 26 characters Twitter gives you.  Then they started insulting me, called me trashy and asked why I was going to West Palm Beach. What business is it of theirs where I go and why?

I was then instructed to call United Airlines and request to speak to a supervisor. Again I was connected to a woman in India (after another half hour on hold) who flatly refused to let me speak to a supervisor.  After my ranting and raving she finally transferred me to the refund department. They were closed and I was disconnected.

I even went so far as to call United Airlines corporate headquarters where of course no one answered the phone.  I am ready to take this to the CEO.

Living in NJ I’m pretty much a prisoner of United Airlines if I want to fly out of Newark non-stop. Occasionally Jet Blue will have a flight.  At least Jet Blue gives you free TV and a snack.

During the flight a man passed out and they asked if an EMT was on board. I am an EMT and went to help the man who was in obvious distress and I was contemplating having them land the plane as it was a cardiac issue.  For my efforts I was given two free mini bottles of Vodka.

In retrospect each of those bottles cost me more than $400.

I will persist, so United Airlines you can insult me all you want but I’m not giving up!