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Old Dec 1, 2008, 9:59 PM
katia katia is offline
 
Join Date: Dec 2008
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Default Frustration with UA- traning/systems with issues

Ms. Pamela Coslet
General Manager, Customer Relations

I am taking this time to write you, because I am personally very frustrated with the fact that nobody at your organization is doing anything to control the customer service at UA. We don't receive the service we pay for.

I usually don't fly UA because I have not had good experiences in the past and I prefer AA where I have accumulated over 100 miles this year only. However for Thanksgiving UA had great fares to NY and since this was a 2 hour flight I booked this adventure with UA early October. On Nov 25 I received an email fro UA inviting me to confirm online my flight for 26th from ORD to EWR

Following the instructions, I confirmed my flight and I was surprised to see that I got upgraded to First class. (See a copy of my printed ticket PDF at the bottom of the email)

Surprised but cautious, on the 26th I called customer service to confirm the upgrade and I asked the lady several times if I needed to pay. She said my miles covered my way in (ORD to EWR) portion and that is why I got the award. I reconfirmed my printed ticket options and she confirmed my seats too.

To be honest I was happy to take the free ride in first class as that day was a long one already. Also, I was thinking I was too hard on UA and; depending on the experience I was willing to start using this airline in the future. I travel a lot due to work and family locations.

However my enthusiasm with UA lasted only few hours. My nightmare started when I reached the first class counter with two pieces of luggage and the guy, who was very nice (SAM), told me I was not in the first class list. He offered me the first class service if I pay around $350.00. I said there is a mistake here, lets call customer service because I confirmed this information today, I have the printed ticket (PDF) and I would not be here without double checking this.


I was already embarrassed. When I called, the customer service agent on the phone spoke with me, then with Sam (the UA customer service who was nice and courteous) and then with me again, just to tell me that she was surprised somebody told me that I got upgraded, because I have "0" miles. and that my miles expired in March 2008.

As I was trying to reassess the situation to engage myself on plan b, I ask Sam, the UA customer service, for guidance to the faster way to book me and my luggage in coach, so I will not miss the flight. He offered to that for me, as I had limited time to go to the coach section and wait in line to check in.

As I was unprepared for that situation, I had to move items from one luggage to the other, so I can take one item with me as carry on. That way I will only pay $15 instead of $40.

The items that I was moving were the liquid items like shampoo, creams and my perfume. If you have cameras, you will see I took my brand new bottle of perfume, Sensuous by Estee Lauder ($79.00) put it on the floor so I can accommodate it well in the other luggage.

While I was on the plane, I was thinking what step I missed so I would have prevented the embarrassment. And I said, NONE. I took all my required steps. I checked in online, I double checked my ticket option with customer service prior to going to the airport. So again, this was proof that UA has too many issues with their systems, procedures, training etc.

However, I felt really aggravated when I arrived to my hotel and noticed my bottle of perfume was missing. Then I said... this is too much... taking the trouble to going thru suitcases! Definitely, the controls in place in UA are not effective and I hope this is only happening in the customer service area and customer service online applications. Otherwise, I wonder what other issues UA may have with their software applications and people they hire.

I don’t want to exaggerate the issue as this is a bad experience for me and I am done by not flying again with you. However, I feel this is happening because people like you are not taking the right actions at the high level when granting your sign off on applications/systems that do not work properly or when deciding who will run your training/screening processes. Saving money on application developers, training materials and screening processes is not good idea.

I am willing to pay more than flying with you again for safety reasons more than my missing item. However, there are too many unhappy customers with your airline. Do something!

Hope this information will help you and any organization track the bad UA employees, bad systems/applications that are not helping your company excel!

Thanks, Katie
  #2  
Old Jan 19, 2009, 10:54 AM
uvwx726 uvwx726 is offline
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