Lies, rudeness, and incompetence for Premier Execs
by: Jim Mindling, Weston, CT
Thu, 18 Dec 1997 07:53:26 -0500 (EST)
I am a United Premier Executive Customer, and applaud your honest
efforts to expose the most consumer unfriendly company I deal with.
My best lie to your face story was the ramp agent at LGA who looked me
in the eye as we were boarding a flight 30 minutes after scheduled
departure, and a mechanic was working on the left engine with part of
the engine shroud removed. He said the flight was technically "on
time", since the equipment had arrived late from somewhere else, and
that didn't "count", and "no", there was no mechanical delay even
though the mechanic was pulling parts and replacing parts off the
engine.
The past year has been a chrous of mistreatment and
aggravation including: Making transatlantic upgrade travel almost
imposssible with bureaucratic rules and procedures, endless phone waits
and uncooperative reservation agents (the flights used were, of course,
largely empty in business class), refusing to take an MCO at JFK,
issued by my travel agent for 2 dogs, and then making me wait 45
minutes while the MCO was refunded, and reissuing an MCO for the EXACT
same amount but not issued by my travel agent (a violation of a UA
RULE). This, while ignoring all the FAA/USDA documentation procedures
for the safety and welfare of my pets.
I especially sympathize with cabin staff who walk down the aisles of
the planes saying, Oh, yes, we hate that too and always write it up,
but nothing happens, why don't you write a letter. Or the fact the
cabin is short staffed and the crew tells you, expect slow service,
we're short staff---does Mr. Greenwald offer a refund for inferior
service onboard, especially in business or first class?
But, oh, I really miss the hoard of indifferent, rude agents,
especially at Denver and the Red Carpet Club, who prefer their computer
screens to looking at customers, and who's main delight is finding a
way to say "NO", or perhaps coming up with a way to try and charge a
few hundred dollars to switch destination airports at the same city. I
HAVE NEVER BEEN OFFERED A REFUND ON ANYTHING BY ANYBODY AT UNITED.
And, of course, those wonderful "travel vouchers", apparently only
usable for more transportaton only at United. A couple of weeks ago
UAL lost my luggage on a connection at IAD from ZHR to LGA. I was
exhausted, had a business meeting in NYC the following morning and only
asked for a "toiletry kit"or some money to buy a few items in NYC.
Nope, $50. of vouchers, which when I tried to use a few days ago in
Denver for a first class upgrade booklet, was sternly told, "It clearly
states in the fine print you may use these for tickets only". I guess
after travelling 19 hours I should have read the fine print and argued
with the baggage agent at LGA.
Lastly, my Kudos to United for the absolute worst catering imaginable,
especially on non-competitive routes in and out of Denver, where they
can charge high prices and give less. A first class flight between New
York and Denver offers such gracious amenities as bagged peanuts or
petzels, followed by a tiny, unappetizing meal, accompanied by stale
rolls. Starbucks ought to be ashamed to have their name on the coffee
served by United.
