I don't know if this question is the joke or the punch line. One must make the assumption first, that United wants to "improve". In my recent experience with United it is more than evident that United doesn't give a hang about improving their customer service or any thing else about their airline. United Airlines has turned "Customer Service" into a four letter word, (in my book). Most employees of this company don't even know what that phrase really means.
On my first flight out of Spokane WA. I asked for a pillow for my back. I have back problems and it's hard for my to sit for hours at a time, and I have arthritis in both hips. I was told that I was in coach and that I didn't warrent a pillow. Gee, just my luck! (Should have paid that extra 500.00 I guess.) The 2 and a half hour flight was painful but without incident, to Denver. The 5 hour flight to Cancun was painful, but without incident. The flight back was however: "FLY THE FRIENDLY SKY'S OF UNITED" or,
"The night from Hell!"
Getting out of Mexico was typical and quite the mess, but I don't blame that on United, just on Mexico. The 5 hour flight to Denver was very uncomfortable in United seats. In fact, I said to the cabin steward upon arrival in Denver, "You should give that guy that designs your seats a bonus and then maybe he can find a way to make your seats even more uncomfortable than they are now, but I doubt it". She laughed, and thought that this was very funny. In the airport I downed 3 asprin. During the 4 hour layover in Denver I finally got some feeling back into my legs and got something to eat and drink. Speaking of eating, anyone been to United's site? They say on flights over 3 hours long you get food, they lie! (You get cheese and crackers if you want to pay $5).
Finally the 2 and a half hour flight back to Spokane when we were haulted in mid-boarding by a delay due to problems with the equipment. Finally the rest of us were allowed to board and we were off at 9:15PM. We were to arrive in Spokane at 10:37PM.
To shorten this I'll go through it quickly. At 10:30 it was anounced that we couldn't land and were re-roughted to Portland OR. (It was later confirmed altitude equipment failure). We arrived in Portland OR at about 11:30. "Another plane will arrive in 45 min. and it's our hope that we can board you on that plane and take you back to Spokane". Next: "We need this gate, you'll all have to get off the plane". Next: (an hour later) "This crew can not take you into Spokane because they have already met their air hours time limit." (Pitty the FAA doesn't have the same consideration for airline passangers). Next: "We are arrangeing to bus you to Spokane, there are no more flights to Spokane for 6 days (Dec. 26th)"
There was a young couple on the fight with a new baby, they were out of food for the baby. They were told that the airport was closed (it closes at midnight) and that they should have brought more food. Also, if they chose not to get on the bus they would have to go to Spokane on their own. (Also, it was their fault that they didn't pack more formula). *Take notes young parents!
We collected our baggage at baggage claim and I asked for a wheelchair transport for the 4 block hike to the "bus", my request was ignored. Lugged bags to bus and got on. Cried with my back for first hour. Stopped at rest stop on hour out and put creme on my mosquito bites and took 3 more asprin. Slept sitting up. Got to Spokane around 8:30am. (A 10 and a half hour delay).
We were given no rebates, no coupons, no discounts, no "milage" and no vouchers. I don't want any anyway, as I will never travel United again. As I told them, "Next time I come back from Mexico, if I have to ride a burro, I won't spend one more penny with United, EVER, EVER, AGAIN !!!!!
