[Ana]

Airplane left BNA and was diverted from his destination. When finally in Houston, at 4:45 my daughter did not find any representative that could help her. When she got to the gate, nobody was there and finally she learned that the fly left to Panama @ 5:07. Which means that they were not waiting for the connecting passengers from BNA, instead they sold their seats. My daughter is 17 years old and had to spent the night in a hotel by herself, the airline told me on the phone (Stephanie) that they will cover for her hotel and meals, but documented on the notes that I hung up the phone. So even the CSR lie to me. When I called to the airport, the representative stated that they do not provide for hotel or meal. I spent more than 120 minutes on the phone, mostly on hold, waiting to speak to a supervisor. When she got to the phone, she said her name was Eleana, she told me "I don't care if your daughter lost her fly", the I understood that it was nothing for me to do with that company, they don't know anything about customer services, so from now now, they won't know about my money either. But I filed a complaint anyhow at air consumer ost dot gov
Something needs to be done with these airlines that take your money, resale your seats, damage your cases and simply abuse the customers.

[Drew Dabney]

I flew back to the States from Hong Kong. I knew United was substandard, compared to other international airlines, but I took them for convenience. What a mistake. They scheduled my connection so tight in Houston that I missed it, then I had to wait for 2 hours in line for a new ticket and a discount voucher for a hotel room. I called the number on the voucher and they put me on hold for a long time, so I opted to find my own accommodations. Another passenger who was delayed said the discount was "a joke." They scheduled my flight out of Houston with another connection that was too tight after the flight was delayed an hour, so I missed it too. Now I'm waiting in Cleveland for a flight to Richmond, Va., my final destination.

The customer service representatives and gate attendant in Houston were
completely rude to me, like I was out of line to bother them with my missed connection and enquire about a hotel voucher.