[iabrams3985]

I was a victim of United's poor maintenance, inattention to passenger and crew safety, and sheer arrogant treatment of nearly 500 souls aboard an aborted 747 flight (UAL 889) from San Francisco to Beijing on September 20, 2012. The aircraft was dispatched with faulty avionics yet took off from SFO on what would have been a 12 hour overwater flight. Approximately 2.5 hours into the flight, the captain announced that we would return to SFO because the avionic issue could not be fixed and the aircraft was thus not legal to fly on the long leg to China. Approximately 2.5--3.0 hours later, we landed in SFO.

One would think that UAL would be ready for the planeload of tired and concerned passengers. On the contrary, none of us, other than the business and first class passengers, were told where to assemble. No UAL agent met the flight, and thus most of us wandered the halls of the international wing at SFO before one passenger figured out that we were to go to the general ticketing area, outside of security.

By that time, it was nearly 4 hours since the turn-around had been initiated. UAL still wasn't ready for us. I stood in line for more than 2 hours awaiting my turn for an audience with a ticket agent. The news I received was discouraging, and probably in violation of law. My ultimate destination on this rapidly-deteriorating trip was Ulaanbaatar, Mongolia, where I work.

United's agent told me that it was impossible to rebook me to Ulaanbaatar. She never explained why, and when I showed her my checked baggage receipts which confirmed that the bags were checked through--along with payment of an excess baggage charge of $270, pd to UAL in Tucson, Arizona, my home--I was met with outright disbelief. United made no further effort to get me to Ulaanbaatar. I was told to buy a ticket in Beijing. I was told my bags might or might not go to Beijing, and that they couldn't be pulled because everyone on the aborted flight was rescheduled on a special flight at 8 AM the next morning.

I pointed out that I was about to go to the People's Republic of China with no visa and no ticket beyond to Mongolia. I told the agent and her supervisor that I would not be able to get a transit visa without proof that I was flying on from China, and that I would likely be detained and deported. I am a lawyer by profession, and have done enough international immigration matters to know what I was talking about. It didn't matter. UAL put me in a hotel 45 miles away--in San Jose--and sent me packing.

Fortunately, I was able to contact a colleague who lives in the SFO area and she had the contact information for the travel agent who services our non-profit company's account. Though it was late at night, the hotline number worked, and in minutes I had a new reservation for Beijing to Ulaanbaatar, but it was via Seoul, Korea, rather than direct. That eventually added many hours to the journey. I was unable to obtain a printed itinerary, but at least I had a reservation. Still, without that itinerary, I was in danger of deportation in China.

When I arrived at SFO the next morning--I had to hire a taxi since UAL failed to send enough vans to the hotel to accommodate all the people it housed there--I went to the UAL ticket counter and asked the agent on duty to access my folio for Asiana Airlines and/or Korea Airlines, and to print my itinerary. She refused to even attempt to do that, or to contact either airline. Considering that Asiana is a member of the same airline alliance as UAL, that refusal is even more remarkable.

I did receive a business class seat on the new flight, which was pleasant enough given that I'd been traveling more than 24 hours by then and had made it only as far as SFO from Tucson.

When the plane finally landed in Beijing, my worst fears were realized. The Chinese Immigration Police refused to give me a transit visa. As they said repeatedly, you have no evidence that you are transiting anywhere. Your checked bags were on yesterday's flight. You may not enter, and we will detain and deport you to the US on the next United Airlines return flight.

That was not encouraging. I asked to see a supervisor, and after working me way up the chain of command, finally found an official who took pity on me and gave me a transit visa. I must say that all of the Chinese officials were courteous throughout this ordeal.

Transit visa in hand, I took the airport train to baggage claim, and, top my surprise found 2 of my 3 bags circling the carousel. The third was located 2 hours later, in the basement of the airport, after I paid a free-lance "fixer" $20 to help me. With the assistance of Air China, he found the bag.

I then went to Asiana's ticket counter, where I had to pay $457 in excess baggage fees so that my bags could go on the Asiana flight to Seoul and the Korea Airlines flight to Mongolia. Thus, I paid twice for the same checked bags, again this was thanks to United. I have asked for a refund of these charges. UNited has told me to submit the original receipts for its consideration. Customer Care could not even make so elementary a decision as to refund baggage charges. Is there any leadership or management at this airline?

I have filed my complaint with UAL's "Customer Care" division. I have been offered compensation in the form of a $400 flight certificate which I have rejected. I will continue to pursue and publicize this matter. I don't need the money, and I can live very well without an air ticket or other consideration. I want the public to understand that United Air Lines is an incompetent, even dangerous, business entity. The company had no qualms about subjecting me to possible detention and deportation in China, a country known for its disregard of human rights. That is, to me, the crux of this issue which is not just about a broken airplane but about a common carrier that just doesn't give a damn about its passengers.

I have also complained to the FAA Flight Safety Office in Oakland, California, and have been told that the FAA has opened an investigation into the safety issues that were presented during Flight 889's brief existence on September 20, 2012.

I arrived in Ulaanbaatar weary, dirty, exhausted, and disgusted, on September 22, 2012. If I never fly United Airlines again, I will be pleased. What a horrible demise for what was once America's premier air carrier.

[markmogel]

I suggest you consult the "Montreal Convention" for possible grounds for refunds, etc.
http://www.jus.uio.no/lm/air.carriag....1999/doc.html