Follow the protocol but still no refund
Sat, 25 Jan 1997 02:08:38 -0500
After traveling close to 24 hrs. from Hawaii to Cleveland I return home to
recieve my bag back so severely damaged that my cloths were hanging out of
the large L Shaped whole in the side. The horrors of my treatment upon
finding this are much the same as the horrors described by other dissatisfied
UNITED CUSTOMERS. This is what I find the most appalling of all! We are the
CUSTOMERS! There is absolutely no excuse for this type of treatment or
response from the customer service personnel. Someone within the company
should be held liable or at the very least accountable for these injustices.
After I listened to this agent tell me he had better things to do than
worry about my losses, he then rattled off a list of demands for me to do in
order to have my claim even CONSIDERED. Imagine my horror when I asked What I
needed to do to get the claim reimbursed. I provided the company with ACTUAL
receipts of my losses as I was instructed to do by the SUPERVISOR of baggage
claims. I sent these requirements registered mail and did get a letter of
response more than a week later. The letter I received angered me so much
because the content questioned not only my integrity but it negated all the
work I put in to following their so called protocol.
I have not only called and complained to the baggage service
personell but have contacted the local media and will contact the CEO
of United as well. Although the total loss to me was a little less than
$600. It is not the money that I am after. I truly believe the
airlines treatment of myself and from the looks of this web site many
others is horrific. We pay for this service we need to demand answers
and FAIR and KIND treatment.
My response letter said they were including a
voucher for travel for my inconvenience, which by the way never was put into
the envelope. Even if I did
get the infamous voucher, WHY WOULD I EVER TRAVEL AGAIN ON THE UNFRIENDLY
SKIES!
No refund if United cancels flight
Sat, 25 Jan 1997 02:08:38 -0500
January 24, 1997
United Airlines Customer Relations
Via FAX (847-700-2214)
Dear Sir or Madam,
This letter is written as a follow-up to my FAX of January 20, 1997
requesting a refund for canceled flight number 5685 from DEN to EGE,
January 11, 1997. In that FAX, I had requested you to call me to
discuss what I believe are serious customer service problems that I
have encountered in dealing with your organization. Since I have
previously directed a Sales and Service organization, and appreciated
being informed by customers of deficiencies in my organization that
needed attention, I feel compelled to return the favor.
The first leg of the flight from EWR to DEN went relatively smoothly.
However, things changed rapidly when we got to DEN. After suffering
through numerous delays and waiting approximately 4 hours in Denver
airport waiting for our flight to take off, we were informed that all
flights to EGE were being canceled due to weather conditions (in fact,
two had taken off and returned without landing in EGE). We were told
"you're on your own and it's unlikely any flights would be able to get
to EGE on January 12 either." We were then told we might want to try
bus transportation next to the Alamo desk, but we would have to make
our own arrangements. Don't you think the least you could have done
under those circumstances was directly coordinate the bus
transportation for your inconvenienced passengers? We were also told
that our tickets could be refunded at the airport or any travel agent.
We were also told that our luggage would be trucked up to EGE and would
be available when the buses got there. After waiting another two hours
for a bus, we finally left for EGE. Unfortunately, by the time
(approximately 11 P.M. - seven and a half hours after our originally
scheduled arrival time) we got to the Eagle-Vail area, it was too late
to go to the airport (it was closed) and the rental car arrangement we
made was no longer available. In order to avoid being stranded at EGE,
we got off in Vail and found alternate transportation to our
accommodations in Avon.
On the morning of January 12, we then tried to track down our luggage.
We were told that the truck with our luggage did not leave DEN until 2
AM that morning and had not arrived in EGE as of yet! After filing a
luggage claim, we were told it would be another eight to twelve hours
before our luggage would be delivered which effectively canceled a
planned day of skiing. Later that afternoon, I called again and this
time I was told that although the luggage had arrived at EGE, they had
too many pieces to deal with and none of it would be delivered until
the following day. Upon inquiring if we could pick up the luggage at
the airport ourselves, we were told "we prefer that you do that." Would
it have been too difficult to notify those of us who had taken the time
to file a claim to call us and let us know of that option? We then had
to borrow a vehicle from a friend to go and pick up our luggage. Upon
arriving at EGE, we discovered that although United had again canceled
most of its flights for that day, other airlines (e.g., American) were
able to land their planes. Why was that the case? Although I realize
you have no control over the weather, snow is not an uncommon
occurrence in DEN or EGE and I would have thought you'd be better
prepared to handle alternate arrangements for valued customers.
On the return leg of our journey ( January 18), we tried to get our
tickets refunded at EGE, but a very pleasant United representative told
us we would have to do it by mail, and proceeded to give us a "Class of
service" refund form (which we were later told was the wrong form).
Upon arriving in Denver, we went to your customer service desk, and
after inputting all our information into a terminal, were told they
couldn't handle the refund because they had no information on our
canceled flight. We were then given an envelope with an address
different than the one we had been given in EGE.
Upon arriving home, I then called your 800 number to confirm the
process for obtaining the refund for the canceled flight ( since I had
already been given conflicting information). Your rep informed me that
there would be no refund since this was a nonrefundable ticket even
though United had canceled the flight! With my patience now exhausted,
I asked to talk to a supervisor. I was told that she had none in her
office. Although I understood United was employee owned, I had no idea
you were a totally horizontal organization with no supervisory
management! She told me there was no need to talk to a supervisor
because she could handle my request (i.e., telling me I couldn't get a
refund). I politely told her that evidently (at least to me), she was
not handling my request to my satisfaction. I finally managed to obtain
your (Customer Relations) non toll-free (doesn't it add insult to
injury to expect aggrieved customers to have to pay to call you?) phone
and FAX numbers as well as the FAX number for passenger refunds. After
trying numerous times on January 20 to reach the Passenger Refunds FAX
number only to continually get a busy signal, I faxed all of the
pertinent information to your number. Over the last three nights, I
have tried to re-FAX to the Passenger Refunds number, but it has been
perpetually busy. I tried confirming the number with a couple of your
reps and it was confirmed by one, but the other couldn't find it and
gave me your numbers instead. It is clearly evident to me that your
service personnel are not adequately trained or provided appropriate
systems support. Is this a function of having no supervisors? I believe
in an empowered work force, but adequate training and support personnel
are essential in such an environment. By the way, this is not the first
problem I've had with your service, but its the first time I've take
the time to write. Over the last three winters (not including this
one), my luggage/skis have not reached their destination four times!
Luckily, all except for one time, it was on the return trip and it was
not essential for me to have it right away. However, it was extremely
inconvenient to wait for all of the luggage to be loaded off the
carousel before determining that mine was no where to be found. By the
time I filed the necessary report, I usually waste another hour at the
airport. The one time it was lost going out was a nonstop flight from
EWR-SFO! My luggage didn't show up for another 15 hours.
I would appreciate a response to the above as to what steps you are
taking to solve the above referenced customer service problems at your
earliest convenience. In addition, please expedite my earlier faxed
refund request. Again, if you would like to further discuss, I can be
reached at -------- during normal business hours (EST).
Very truly yours,
---
P.S. On trying to FAX this letter late on the evening of the 24th, I
received no answer from your machine!
On February 12, this passengers finally recieved a reply from United,
as well as his refund.
(In)voluntary separation from luggage
Fri, 24 Jan 1997 16:39:01 -0800 (PST)
Thanks for providing a sounding board. I paid for a tix from Seattle to
San Diego. During the the plane change in San Fran, a power outage
forces a 2.5 hour delay. Unable to recover from a 3 hour delay scenario,
a united reprsentative finally climbs up on a x-ray machine an annouces
with a bullhorn: 'All flites are canceled. Go home and re-book
tomorrow.'
With 15$ in my pocket, no baggage, and a credit card, I get one of the
last 3 seats on the last southwest flite that nite to S.D.
Upon my inquries about my luggage, I was told by United that I had to
pay for my bags to be delivered because of a 'voluntary separation'!!!
I have been trying to get a refund for 5.5 months now, and there is no
light at the end of the tunnel. I did pay for the ticket with the United
Travel Card and the helpful folks there have put the amount in dispute.
Most recently United told the card service to tell me to go to a United
ticket office with the boarding pass, and simply get a refund. Today I
tried it. Ha Ha Ha. They could not help me....
Do I need a class action suit???
