Comments on: United Airlines customer service success story

By: Judi Sohn

Judi Sohn — Fri, 30 Dec 2011 22:40:06 +0000

You do realize this isn’t an official united airlines site, right?

By: Eugene E. Gilbreath

Eugene E. Gilbreath — Fri, 30 Dec 2011 21:52:00 +0000

On flight#951 from Brussels to WashingtonD.C. on l2-14-11the TV monitor was not working correctly. The stewardess gave me a card and advised me to contact your office by email within 90 days. At which time an adjustment of $75. would be forwarded to me. The serial number at the bottom is: wz L2lj 504W l041 3111.Please advise me if additional information is necessary.

By: Stuart Reynolds

Stuart Reynolds — Tue, 01 Nov 2011 19:53:38 +0000

This comment should be transmitted to the UAL Manager, San Antonio, TX, Airport:
I would like to compement Supervisor Robert Farga for his assistance to me yesterday, Oct. 31. I was scheduled out on Flt. 1624 to Houston with connection to Denver and Great Falls, MT but the flight was delayed for 1.5 hours, apparently leaving me with the option of departing 36 hours later as the first opportunity identified by a clerk. I requested a visit with a supervisor regarding somne question over lodging obligations. Mr. Fraga, obviously under the stress of many crew rest related delays responded as soon as possible, listened to the problem,and had the issue resolved to my benefit within 20-30 minutes, securing a rerouting that got me to Great Falls at my previously scheduled time – no minor feat i am sure. Mr. Fraga was attentive , cool, concise considerate and competent. Congratulations on your having such an excellent employee.
Stuart A. Reynolds MD, FACS
Havre, MT

By: diane zell

diane zell — Fri, 21 May 2010 16:10:13 +0000

I have never experienced such cold UA personal. These employees must be so disgusted with their jobs that they don’t even care they are transporting human beings. It’s not UPS! I was grounded from #253 on Tuesday night in Denver- tornado warnings. After sleeping on the concrete floor during the night I was beside myself- not knowing when I would get out of there and home to Seattle. Finally – a smiling, caring face- Karen Walker- this UA employee provided customer service- she took charge and gave us confidence we would get on a plane out of there and on our way home. She listened and then she took action. Is there a website where we can post names in locations to go around the folks who should find another field and not make the paying customer feel like a cardboard box. Thank you- KAREN WALKER- United Airlines- Denver. Diane Zell

By: alice delucrezia

alice delucrezia — Thu, 29 Apr 2010 21:19:28 +0000

on april 28,2010 i was book on flight ua7473 from wash/dulles departure time lO; l5pm …we boarded and approx 45 mim. later we were told to deplane because of mechanical problems…about a couple of hours later they got a second plane and that too had a problem but it was fixable and we started to leave and then waited at the end of the runway for about 20min. and did not arrive in rochester until approx.4;15 am. i left santa barbara ,ca. at 10;22 AM so it was a very long day for an 80 year old..i emailed united appreication and hope you can help with a discount on my next ticket in the fall…thank you

By: Bill Ray

Bill Ray — Mon, 01 Mar 2010 04:46:26 +0000

I was traveling from Missoula to Denver Colorado on the 23rd of this month, Feb. I arrived at the airport at 6:16am. I attempted to check into the “kiosk” , as no one was at the counter, only to find out that “I missed my fight” I was forced to fly the next flight at 1:00 pm. I tried in vain to go through security but without a boarding pass it can’t be done. I just wanted to tell the “only” employee that I was there to check in. My flight left at 6:59 am. Normally plenty of time considering that there were maybe 150 people total at the airport including TSA , workers of the airport and other airline employees. Come to find out there was only one employee working the counter and then after checking everyone in, accept me of course, that one person had to go upstairs and work the check in for boarding. I was not an hour early but was there in plenty of time. If you have ever been to our small airports in Montana they are most accomadating and normally very easy to check in, not like the bigger cities. I missed my 6:59 am flight which, in my oppinion had plenty of time. If there was just one more person staying at the United counter I would not have had any problem. It’s probably only a couple of hundred yards, going through security,from the United airline counter to where you board and literally only a couple of hundred feet to the boarding counter from United ‘s counter. I look forward in United responding to this e-mail and helping with this issue. I am a United Mileage Plus member and go out of the norm and fly this airlines because of the great service I have had in the past. United has helped me with my 86 year old mother when she fly’s, United has helped when I have flown my children without an adult. I can’t begin to tell you how many accomodating and gracious people I have met that have been United Airline employees. I was just shocked that there was only one United employee “multi tasking” , as it was that day. I have flown this flight a number of times, be it myself , relatives, family or friends, it’s United Airlines I trust. I hope they will see fit to accomodate me for this last travel issue. It cost me an appointment which translated into a lost contract. That added up to about a 6.5 million dollar order. It’s tough in this economy and I appreciate that everyone is “cutting ” back and attribute the lack of help at the United Airline’s counter to these rough times. The gracious stewardess gave me this “Please Accept our Apology” card which number at the bottom is:

WZ T640 W510 J100 7083

I would be happy to offer my United Mileage Plus Member Number in a private e-mail, not for pulic “eye’s” to a United Representative and discuss this issue further. My flight number was UA6735, Date 2/23/10, Missoula to Denver. Thanks you for your time and consideration in this matter

By: merrill p. strange

merrill p. strange — Mon, 15 Feb 2010 17:05:32 +0000

on united flight 933 from frankfort ,germany to dullus,va. on jan.22.my seat had no video screen and no sound. the flight attendant gave us pasta when we asked for chicken.that is not a real problem. the problem was his rude retort when we reminded him we asked for chicken. he gave me the apology card when i looked affronted. thanks for giving me the opportunity to vent. merrill p. strange

By: gerald Brandenburg

gerald Brandenburg — Fri, 22 Jan 2010 13:46:57 +0000

I recently was on a flight from Chicago to Richmond, VA. We were on a small plane and I was asked to leave my seat in the front to take a seat in the last row by the engine. For my inconvenience, I was given a card which instructs me to go to http://www.united.com/appreciation to select a token of appreciation. The problem is that all I can find are success stories from other people. Where is the list of possible selections? Where is the magic place to enter my serial number to receive my token of appreciation?