Customer Service
COMPLAINT: Delayed flight, missed flight, poor customer service

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Old Apr 9, 2012, 4:05 PM
AzraTucker AzraTucker is offline
Join Date: Apr 2012
Posts: 2

I was leaving for a long awaited vacation in France with my family on Thursday March 29, 2012. We check in one bag with United. Our flight from Atlanta for Newark was supposed to leave at 5:00pm but we were told that there was a delay and that we are leaving at 6:30 and will still be able to make it to our connecting flight for Paris (also United) leaving from Newark at 9:20pm. No explanation was given as to why there was a delay. Weather was beautiful . When we boarded our plane, we were told that there will be more wait and we took off for Newark at 7:20pm. When we landed in Newark we ran to our Paris connection wich was difficult since our 9 year old daughter just got a cast taken off of her foot after 4 weeks and was still not able to use her foot properly. We made to the gate at 9:21pm but the plane already left! No one from United bothered to let our Paris connection know that we are coming, that we were delayed and were running late due to flight delay. We were confused and another gate United employee directed us to United Customer Service. We explained to the representative what happened but this man whose name I did not get was the rudest person we ever had to deal with. His supervisor was talking with another customer service representative and he kept butting in their conversation and ignored us. When we asked him to please look at our papers and see what he can do he got upset with us and said that it was a matter of life and death and that we can wait. We got mad and our daughter started crying and the representative got so mad at us that he stormed off! His supervisor took over and was nice enough to help us out and put us on a United flight for London at 10:05pm and then British Airways flight from London to Paris on March 30, 2012 at 2:45pm. Our flight attendants on United connection to London were so casual and unprofesional, food was almost non existent and if anyone asked for anything like a blanket they were answered in a rude manner. British Airways connection from London to Paris was just wonderful, staff and flight attendants were really nice and helpful. We lost 6 hours , but we finally made it to Paris on Saturday March 30, 2012 but our bag did not! We filed a missing baggage report with British Airways. Getting through to United customer service is nearly impossible and hold times are ridiculous! We didn't have clothes and other things like prescription meds. Our bag finally arrived on Tuesday 04.03.12. We will never fly United again!
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Old Apr 9, 2012, 8:22 PM
jimworcs jimworcs is offline
Join Date: Jan 2008
Location: Shropshire, England
Posts: 3,197

It is never a good idea to fly with US based airlines when flying to Europe. The service standards have fallen so low and they have no commitment to helping resolve any problems. The attitude of the United Rep is typical. What to you is a long awaited holiday, much anticipated and costing thousands, is just another missed flight to them. They simply don't care.

You were right to avoid Delta, but you could get to Paris via Lufthansa via Frankfurt (make sure that you don't get stuck on a codeshare with United...there is a direct Lufthansa to ATL flight) or a direct flight with Air France (there is only one per day, the rest are the dreaded Delta). It is worth the extra for long haul flights...

You also have more rights if you fly on a EU based carrier when flying from the US. EU Regulation 261 applies, if you are on an EU based carrier and your flight originates or arrives in Europe.
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Old Apr 10, 2012, 2:57 PM
AzraTucker AzraTucker is offline
Join Date: Apr 2012
Posts: 2

We traveled to Europe several times before and never used United, we were not aware of how bad they are and how they treat their customers. It was just unbelivable! Service representatives at their Help Desk in Newark were some of the rudest and nastiest people I had to deal with, ever! Unprofessional and mean, I don't even know how they managed to get a job there.
We did use Lufthansa on our way back home and we had the most wonderful experience traveling with this airline.
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