1. Leave your 10-year old behind
2. More Racism at United
3. You need to wait your turn
4. UAL counter agent 1, UAL passengers 0
5. Be quiet, the crew are trying to rest
6. Lied to, and Threatened With Arrest
7. You want off? You must be drunk or disorderly!
8. Staff first, then passengers at UA
9. No apology from abusive purser
10. Get off my plane!
11. Injured and ignored
12. Injured and ignored
13. I don't take orders from you ma'am
14. $377 doesn't get you into the restroom
15. United denies prejudice rather than address it
16. What does it take to get a juice around here?
17. How long can we make you wait?
18. No lunch for you!
19. Honeymoon delayed
20. No apologies
21. Form letter replies

Leave your 10-year old behind
from Jill Schwanz, Menominee, Michigan
Sun, 1 Mar 1998 19:24:05 -0500 (EST)

Last July 30th, our family of five booked a round trip flight from Green Bay to Seattle with a stop in Chicago. Our tickets were purchased in April. It wasn't until we picked up our tickets in July, that we saw that we were going to have to take a smaller plane, operated by United Express to Chicago. We figured it was Ok, because it was still United. Well we sure found out differently. On our return trip, we were checked in at Seattle and told we were set all the way through our final destination of Green Bay, Wisc.

When we arrived in Chicago for our final leg, they were making announcements that the flight was overbooked and anyone willing to bump, should approach the counter. We couldn't bump because of other arrangements we had made, but I went to the counter to check in anyway, a whole hour before our flight ws scheduled to leave. The lady said everything was fine.

We boarded the plane on the outdoor concourse and fastened our seatbelts. The plane filled quickly to capacity. A United Express employee came on board and approached our 10 year old son asking to see his ticket. We showed him the ticket and the employee left presumedly satisfied. He returned to inform us that another "priority" passenger had been assigned this seat, and that my 10 year old was going to have to leave the flight.

My husband and I were fit to be tied. No way was our son leaving without us. No offer was made to have our entire family of five leave, nor was any request made of any other passenger. Finally I told the employee that I wanted to speak to his supervisor. He told me she was in the terminal and I would have to go in and talk to her. He led me off the plane to her, as soon as I stepped off the plane, the "priority" passenger stepped on and the door was shut. In fact, the plane began to taxi before I was even in the terminal.

When I finally talked to the supervisor, she explained that the employee did not follow policy, and that they would get me on the next available flight which wasn't until the next day! I told them that that was unacceptable, and they finally booked me a flight on American for seven hours later. They also gave me $500 in vouchers, but I told them they would do me no good, because I will never fly the Friendly skies again!! I tried to cool down and didn't write a letter to them until the middle of August. I never received a response, so I faxed the letter again, this time addressed to Cindy Boris. She called me back, talked with me and wanted to know if I was going to get a lawyer.

At least United is aware that they made a mistake!

I said "No, I just want you to refund my trip, I'll give you back the vouchers and that is that." I have never heard from them again, but I have news for them:

I have a good lawyer that is going to file suit for more than the refund. Everyone I talked to feels this is racially motivated.

More Racism at United
from: Vincent Greenlee, Chicago
Fri, 12 Dec 1997 23:22:04 -0500 (EST)

I am a frequent flier (United Premier Executive) who has decided to switch to a new air carrier. I have not encountered as many predjudiced employees in my life as I have on United. I've had the rudest experiences on United Airlines, everything from being lied to by counter personell stating that certain seats aren't available, but later, at the Red Carpet Club, discovering that they are, having food thrown on me, hearing flight attendants in the galley telling racial jokes, etc.

You need to wait your turn
from: Will Portello, Davis, CA
Mon, 27 Oct 1997 18:02:36 -0500

A nice Sunday evening in San Diego. After three days of vacation, time to fly back to Sacramento..... Got to the airport an hour before the flight. HUGE line to check in. Maybe two open counters for all these people. I had all my diving gear, so no way to carry-on.

40 minutes later, still in line. Go up to the counter... "excuse me, my flight leaves in 20 minutes?"

"Sir, you need to wait your turn in line"

Check-in, 8 minutes before departure. Sprint to the gate. Plane is there, ramp is still against the plane... door from airport to the ramp is open. But the nice United people close the door in my face. I say "that's my plane!" I get an icy look from the United lady closing the door who tells me "You can't expect to get here 3 minutes before the departure time and get on the plane. Next time, you need to come to the airport earlier."

But she does offer to put me on the next plane to Sacramento... at 6:30 am or something the next morning.

So I end up flying Southwest. Thanks United!

UAL counter agent 1, UAL passengers 0
from: Robert Hepler
Mon, 06 Oct 1997 10:08:52 -0500

My wife, Kim, and our daughter were returning home on a United flight. At the airport, all was fine until the counter agent noticed our daughter holding a small pet carrier with our chameleon in it. The following conversation ensued:

CA : "What is THAT?"
Kim: "Our chameleon"
ca : "You can't take that on the plane"
Kim : "Well, what do I do with him?"
CA : "Throw it in that trash can"

Obviously her suggestion was unacceptable, so Kim dragged a succession of supervisors over, all of whom said it was OK. But this wasn't good enough for the CA. She refused to give Kim back her tickets or to finish checking her in. After some time, Kim finally gave in and said she would send him as live air cargo.

At this point the CA finished the check-in procedure and told Kim "Oh. I am so sorry, you missed your flight by 5 minutes."

Be quiet, the crew are trying to rest
from: Bob Barker, Cambridge, England
Sun, 5 Oct 1997 18:26:48 -0400 (EDT)

On Monday 22 Sept I took a United flight to San Francisco via Chicago. About an hour into the flight some of the cabin crew curtained off a block of seats adjacent to where I was seated. This was labelled as Crew Rest Area. Some of the crew settled themselves into this area. This was about 2.5 to 3 hours into an 8 hour flight.

I was talking to a lady who was in the seat next to mine. While we were talking I noticed one of the flight attendants open the curtains from the crew rest area and glare out at us. I chose to ignore this as I did not feel that we were being in any way noisy or rowdy. About 5 minues later the same flight attendant opened the curtains again and very rudely 'shushed' us.

United Airlines, we are the customer and we do have a choice.

Lied to, and Threatened With Arrest
from: Glen Thompson, New York
Fri, 3 Oct 1997 15:10:13 -0400 (EDT)

This letter was sent via fax and hard copy nearly two months ago. The response has been apathetic, at best.

Dear Ms. Harvill

My flight from San Francisco to New York, via Denver, was delayed such that my connection was a hit-or-miss proposition at best. The agent in San Francisco specified that if the connection was not made, United would be responsible for finding, and paying for accommodations.

When I arrived in Denver, I proceeded to the gate for my connecting flight and was told the flight had left. I asked the agent to check on the flight, because the plane was plainly visible at the gate, and after a phone call she asked me to run to the gate and try to make the flight. I did so.

Just inside the entranceway of flight #218, a flight attendant told me that my seat was already taken and that all overhead bins were full, necessitating my luggage be checked through to JFK.

I replied that I must have been on the wrong flight, because I was booked into LaGuardia, but I was told that the flight route was changed and asked if I would like to deplane and rebook.

It was at this point that Mr. Steven Wolfe approached. Mr. Wolfe began by announcing that United would accept no responsibility for any problems that I might have and told me to take my seat or he would "call the police and have me escorted off the plane.

Note: This is probably a different Steven Wolfe from the former CEO of United Airlines.

I told him that I had been booked to LaGuardia and that the agent in San Francisco guaranteed my passage there. Mr. Wolfe said he didn't care what anybody in San Francisco said, that United would not pay for any hotel room, that there was not a single hotel room available in the city and that I had two options: "Take your seat right now or I will call the police."

Please understand that at this time flight attendants were still in the process of asking seated passengers if they wished to deplane, so Mr. Wolfe's claim that he was going to have me arrested because I was "obstructing flight crew operations," was utterly unfounded.

This scene, which was and remains deeply humiliating to me, transpired in full view, and hearing, of a packed aircraft, and Mr. Wolfe made no attempt to act reasonably, in fact he seemed to enjoy the escalation of the proceedings.

I asked Mr. Wolfe for his title with United, and whether it would be possible to speak with his supervisor.

"I am an owner of this company," he said, "and as far as you seeing anybody higher than me, I'm as high as you're going to get." When I asked him if he was vested with any other job description besides "owner," he replied that his title is "customer service representative."

The irony of this appellation was not lost on me.

You want off? You must be drunk or disorderly!
from: Michael McCoy, Fort Worth, TX/ Sydney, Australia
Tue, 23 Sep 1997 21:12:58 -0400 (EDT)

On a flight from San Francisco to Australia, we discovered that a flight from Los Angeles had been cancelled due to mechanical problems, so we stopped to pick up those passengers. When fewer than 50 passengers boarded, we realized that mechanical problems meant "not enough seats had been sold."

Upon landing in LA, a number of passengers wanted off the plane to make phone calls to Australia to advise their parties of the impending delay. They were rudely told that they couldn't get off the flight. Those who questioned why they couldn't get off, were labeled as drunk and disorderly and the flight attendant attempted to have them kicked off the flight. They were not drunk or disorderly - just people who wanted explanations that United didn't want to give. Meanwhile, on the ground for appx. 2 hours, there were no offers of refreshments and certainly no apology.

On both flights from the US to Australia we took, we saw flight attendants a total of 7 times. The reason we were given for the lack of service was that the crew that was on the flight had been taken off from other schedules and were tired - plus - we shouldn't need any attention since we should be sleeping.

If, by virtue of this web site, United is improving their service and attitude - I would be more than happy to give them another chance.

Sorry, Michael. United's response to this web site has mostly been continued PR drivel about how they're "listening to the customers," but as you can see from the experiences of others, there hasn't been much in the way of improvement.

Staff first, then passengers at UA
from: Sjoerd, Amsterdam
Sat, 2 Aug 1997 17:26:53 -0400 (EDT)

Arriving in Buenos Aires, Ezeiza Airport on July 15, I found out that my continuing UA flight to Montevideo had been cancelled. At approximately 9:25 AM the UA check-in staff informed me that a bus would take me to the other airport in Buenos Aires (Aeroparque) to continue my journey to Montevideo on a Aerolineas Argentinas (AR) flight.

The bus was supposed to leave Ezeiza at 10:20 AM, but was delayed for half an hour because a group of approximately 10 UA stewardesses had to be taken to the Aeroparque airport to take the same AR flight to Montevideo.

We arrived at 11:30 AM and were informed that we were too late for the AR 11:50 flight to Montevideo and that we had to wait for the 14:40 PM flight. Naturally, no UA staff was available to assist us. The UA stewardesses had already boarded the AR flight and left us behind.

No apology from abusive purser
from: David W. Allen, Alexandria, Virginia
Wed, 16 Jul 1997 13:57:45 -0400 (EDT)

I was on United Airlines flight 950 from Washington (Dulles) to Brussels, BG that departed on Sunday April 27, 1997. I was seated in 28C in the economy section of the aircraft and was fortunate that there were no passengers in the two seats next to me. About 2 hours into the flight I decided to try and get comfortable and get some sleep. A few minutes after this, I heard a "thump" and I sat up to see what had happened. A woman who was walking in the aisle had passed out in the row in front of me while walking down the aisle. I immediately unbuckled myself from my seat and tried to get an attendant for assistance. The head purser reached her about the same time as I stood up. The woman started to regain consciousness and started to stand up. I offered to the head purser to let her lay down on my row since there was three seats available and she laid the passenger down and went to get her some oxygen. I went to the rear of the plane and was standing in the galley and watched as the staff started to perform the necessary measures to assist the lady.

While standing in the galley, an attendant told me to move out of the galley. She did not ask me, she told me. I moved towards the lavatories and explained to her why I was standing there. She then told me in a loud voice that many people get hurt in the galley and I told her that I understood, but did not have a seat to sit in since my was currently occupied. She then rudely told me that she would find me another seat and to get out of the way. At this time the two attendants that were doing duty free sales entered the galley. I told the lady that I did not want another seat, that I would stand next to the lavatory until the lady was alright to move and she told me that she could make me sit somewhere else. I was then getting very upset that I, a paying customer on United Airlines, was being talked to in such a manner that I asked her for her name. She then said her name was "Mrs Jones" and that she wanted my name and my ticket. I told her that my name was "Mr Allen" and that my ticket was at my seat that was currently occupied.

Another attendant gave me a seat in the back row, where I stayed for about fifteen minutes. The lady that was occupying my seat got up and went to the lavatory. When she left the lavatory, she returned to her seat. I got up out of the last row and went back to my row. I removed the oxygen container and took it back to the galley and handed it to the chief purser and told her that the lady was finished using it and then returned to my seat. After I sat back down, the chief purser came back to my seat and asked me where the lady had moved to and I told her that I did not know, that she went somewhere in front of me and pointed in that direction. She then told me that I should not have moved the oxygen container and explained to me that it was dangerous and an explosive. I then thought about this and realized that I had made a bad decision to move the container.

No more than a minute later, the chief purser came back to my seat and pointed her finger in my face and told me that "I should be ashamed of myself for making (the woman) move" and left going towards the galley. She made this comment in front of other people on the aircraft that were witness to this. Not only was I embarrassed that she would think I would do something like that, but I was embarrassed that she "scolded" me like a child in front of other people. I got up from my seat and went into the galley to tell her that she was wrong, that I did not make her move, that she moved on her own. When the head purser saw me get up she turned around and went the other direction towards the business class section. I was very upset at this time and my voice was very loud. I told the other attendants that were in the galley that somebody needed to go and get her because she owed me an apology.

I told all of the attendants that this was not a way to treat a customer and I was very upset. One attendant explained that the head purser was just getting over cancer and that she treated everybody like that (including the crew). If that is the case, I sure hope that she does not treat other passengers in that manner. I waited without results for the rest of the flight for an apology from the head purser.

On an additional note, I would like to bring something else to your attention. I am an implementation manager for a software project that is being implemented around the world. This implementation started in January 1997 and is expected to continue through FY 1999. I do all of the planning and coordinating of all of the flight arrangements for a team of 15 people. We have thus far taken United airlines for over 50 crossings of the Atlantic and we are about to focus on Asia, which we will be traveling in business class due to the length of the trips. I estimate that my company has spent over $90,000 on B and Y class tickets on your airline in the last 4 months. Although this has been my first unpleasant experience on United Airlines, it has left a very bad taste in my mouth. I have already canceled our reservations on United for my team for our upcoming trip to Seoul and had them booked on Northwest. This loss alone will cost your company $67,000 worth of business and possibly more. Until I have some closure on this issue, I will avoid your airline unless no other options are available.

Thank you in advance for your attention to this letter. It will be posted at my web site for anyone interested to read until a satisfactory response is given.

Get off my plane!
from: Bill Stowe
Thu, 17 Jul 1997 15:01:06 -0400 (EDT)

Arrived to fly Nashville, TN to Chicago. Had two carry-ons and one small "ditty bag", essentially a male purse. When the flight attendant saw me she said in a harsh voice "WHERE'S your seat." I showed her. She said. "Get off my airplane. You have three bags." I stepped into the jetway and awaited the checking of my largest bag. As flight time approached, it was clearly evident that I was in the penalty box and I needed to do something or I wasn't going to Chicago. I stuffed the small bag in the largest bag and gingerly re-approached the cabin. "Will this be all right?" I asked in as polite a voice as possible. "No!" came the response. "I told you what I wanted you to do." This time, (I swear ) she was literally screaming at me.

I retreated, went back to the gate and asked for my ticket back and took American Airlines for half the fare. The AA flight I took was an F-100, the smallest in their fleet. My largest bag fit comfortably, no stuffing or grunting, in the overhead.

Injured and ignored
from: Beverly Hill
Tue, 15 Jul 1997 22:56:48 -0700

On July 7, 1997 I flew home from San Francisco after spending the Fourth of July weekend with my baby sister. The flight was an hour later arriving and the baggage claim carousel was chaos. I turned away from the carousel to inquire about my bags. As I turned, I tripped over a small, heavy box left by a column. Nose diving, I landed flat on my face and crashed my right knee into the floor.

I fell in full view of at least SIX United employees. I laid there unable to move with no one offering to assist me for approximately 2-3 minutes. Finally, a woman passenger came over to help me, calling for someone to call a doctor for help.

She helped me turn over and sit up. She then examined my knee which was bleeding through my pants. Another passenger came over and gave me some bandaids. Several minutes passed and still no one from United to assist. After about five minutes I looked around and saw several United employees witnessing the entire incident and doing nothing. I shrugged my shoulders and said "Will you please get some help?" Nothing.

I was needing to get to my appointment. I was hurt, tired, hot, sweaty, hungry and crying. No assistance from any airline personnel. Finally, the kind female passenger helped me to my feet. I had a car waiting outside. Her son carried my bags out for me. No sign of a United employee.

Eight days later my knee is still ailing badly. I hate it that I couldn't sit there until someone acknowledged me but I had to get out of that place. Never Again!

I don't take orders from you ma'am
from: M. Housen, Acton
Tue, 15 Jul 1997 21:45:55 -0400 (EDT)

Last month we (two adults and a baby) were en route to San Diego from Boston. First problem, even if you have a small child and lots of carry on stuff United does not allow you to preboard. I cant imagine what disabled folks do. Second problem, although customer service told us we would have bulkhead seating because of our baby, there was no such seating on board. Third, when mealtime arrived, we requested the special meals that we had ordered. The flight attendant (who had already given one of us dirty looks, said that she had no meals and asked if we actually wanted her to check for the meals as if it was a great imposition. After reluctantly obtaining a list of special meals she essentially threw it on my lap and said "do you see your name on the list?", as if somehow we were engaged in a conspiracy to pretend that we ordered special meals. I asked the flight attendant to check the list after which she very loudly said "I dont take orders from you, ma'am." No one apologized for this outrage. After the flight, the head flight attendant approached me and wanted to verify that I did not intend to file a complaint against the rude flight attendant who apparently had received a "humanitarian service award" from United. Quite ironic.

$377 doesn't get you into the restroom
from: Dan Gillenwater, Long Beach, CA
Mon, 30 Jun 1997 14:20:42 -0400

On June 27, 97, I was on board flight 1175, SEA to LAX, when I had to use the restroom. Looking behind me, I was in row 11, the restrooms were occupied and there were others waiting. The beverage cart was in the aisle as well. So, it was of necessity that I went to the forward cabin restroom. A flight attendant stepped in front of me to ask where I was going. "To the restroom," I replied. She, "Charlette", informed me that I could not use that restroom. "Why?, it's not occupied" was my response, but she went on to say that this was a First Class restroom, not for coach passengers. Looking around me, I saw four seats in First Class, all occupied. So with the continued determination by Charlette, part of your employee owned management team, I fought through the beverage cart back down the aisle, jostled passengers to get there, stood in line with all the other passengers of coach and got to use the restroom. This action, combined with the "cattle-call" United Shuttle customer care, indicates that this airline has not recognized its'customers pay for service.

So, in parting, I would like to say that since my $377 fare does not allow me to use a restroom, United Airlines will never have my business again. Please remove my Mileage Plus 00476 211 034, from your computers, as I'm sure that storage space is best suited for other purposes, much like a restroom.

United denies prejudice rather than address it
Sat, 14 Jun 1997 20:47:57 -0400

This story happened many years ago but one that I've harbored for years. I wanted to get information on United Airlines and I came across your web page. At last, after all these years, I have someone to tell me story to.

Many years ago, my husband and I were traveling from Los Angeles to Las Vegas. I waited patiently in the long line (must have had 15 people in front of me) and it took about 40 minutes to get to the front of the line. Just as I handed the ticket agent my baggage and ticket, he told me that I didn't have any type of identification on my luggage. I asked him for one of those identification labels that many airlines provide. He told me that he had none. According to the agent, he would not check me in without luggage identification. I pleaded with him to check me in and I'd run to the next counter and get the luggage tags, attach it to my luggage, and he can send my luggage through.

He then said, "Next in line please." Naturally, I was upset because I had waited in line for a long time and a petty thing was preventing me from checking in. But what pissed me off even more, was the person after me didn't have luggage tags on their luggage also. He then said, "Here's some luggage tags, fill them out, and I'll put them on your luggage." I was seeing red by then. When I tried to talk with him, he told me that he'd have to call security if I was harassing him.

I took my bags, got luggage tags, and waited in line another 30 minutes. I had written to United Airlines and told them that either their ticket agent was prejudiced or they treated their customers terribly. I did receive a letter stating that United Airlines is an equal opportunity employer and practices no prejudice.

To this day, I haven't forgotten the ill treatment I've received from United Airlines. I'm back in Hawaii and travel at least once a year to the continental United States but I have yet to travel on United. As I was reading the other travelers comments about United Airlines, it makes me realize that United Airlines does allow their employees to be incompetent, and in my case prejudiced. Thanks for allowing me to tell my story and hopefully I can move on in regards to my feelings about United Airlines.