This site exists only because of the airline's outright hostility toward its passengers and many of its employees.
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Note that this collection of passenger postings is taken from the early years of Untied.com. As time permits, we hope to include some featured items of a similar nature from more recent entries in the database.
Contents
Repeated failure to provide wheelchair
For 7 years I wrote the L.A. Times Consumer Advocate column. I've never
encountered such poor corporate citizenship as that of United. On 3
occasions within 6 months, United has failed to provide me with a
wheelchair or a means to lift a wheelchair into the plane when no jetway
was made available. These incidents occurred despite my making my needs
clear upon placing my reservations, again upon checking in and a third
time at the podium.
All of these incidents happened at LAX. My letters to Chairman
Greenwald were met with first, a $50 travel certificate and next, a $100
travel certificate. I did not ask for either of these tokens. All I
asked for was a plan to come into compliance with the needs of the
disabled who are flying United.
I even sent a letter to Congressman Henry Waxman about this. United's government
relations staff came to visit Rep. Waxman saying my complaint had been taken care of.
It definitely had not. United's government relations people even told the Dept. of
Transportation that my complaint had been resolved. It had not. I would like to hear
from others who have notified United, in advance, of their need for a wheelchair and
had assumed that a jetway would be provided for anyone needing a wheelchair. I was
left waiting on the tarmac in a wheelchair for the arrival of a truck with a lift
which never arrived. Meanwhile I had a collegue expecting to meet me in Oakland for
an important meeting at the Dept. of Health Services. So, to meet my obligations,
I had to get out of the wheelchair, walk down two flights of stairs, across two
blocks on the tarmac and up another flight of stairs onto United's plane. The
damage done to my deteriorating osteoarthritic hip was immediately apparent.
Please e-mail
esharris@earthlink.net or snail-mail your experiences, especially
at LAX re wheelchair "service" to:
P.O.Box 228
UA changing seats of disabled passenger
I booked my flight 4 months in advance for a vacation. Numerous times
over that 4 month period, my seats were changed. I had registered as
disabled and ask to be seated in an aisle seat. I have difficulty
walking and getting into seat other then aisle is a problem. No matter
how many times I called and got new seating, this all was futile. All 4
planes I flew on had again changed my seat by the time the flight had
come and all the seats had been moved farther back in the plane and
center of a 3 seat section. The planes were over booked and there was no
way to change seats. I think that making the exit seat unavailable to
disabled is the worst thing they ever did. People with leg problems need
the extra room to be comfortable.
Knee injury possibly due to FAA violation
I am writing about an incident which occurred last
April 12 on flight 212, San Francisco to Chicago, routing
through Cincinnati.
We were flying on a DC 10, seated
in the mid section of the plane. During the entire flight, the
person in front of me had his seat reclined into
my lap. When they served the meals, I couldn't
eat and asked him to put his seat forward for
awhile. He refused and the flight attendant
refused to ask him to do so. He kept his seat in
my lap even as we were landing, refusing to put
his seat in the upright position. I pointed this
out to the flight attendant and was told it wasn't
time yet to do this. The seat remained in that
position during the landing.
Once on the ground,
I tried to stand up. I couldn't -- that seat was
still in my lap. My knee wrenched and down I went
into my seat. It took me forever to get off the
plane -- not only was it very painful; my leg
simply would not work. My friend asked them to bring
me a wheelchair and was told they could not do so.
Of course, in true United style, our flight to
Cincinnati was cancelled and we had to wait five
hours for another flight, but that was not the
worst news. I was having a terrible time walking
and this was the first day of a 10 day trip that
involved four flights to two cities. When I
returned home and saw my doctor, he did an Xray
and an MRI and it was determined that I had torn
tendons in my left knee. He referred me to a
surgeon who recommended surgery. My regular doctor
advised against surgery due to other health
problems. So, I continue to walk in pain and in
fear of having my knee go out on me again (which
it now has, several times, causing further injury
and a great deal of embarrassment).
I believe United is responsible for this injury
because it would not have happened if the flight
attendant had insisted that the person in front
of me put his seat forward. In fact, I do
believe that to be in direct violation of FAA
regulations.
If you're injured, don't fly the unfriendly skies
I had injured my leg in a work accident in Houston. I had a "crushing"
injury, no broken bones. I flew from Houston to Kansas City on another
airlines in First Class and had s stewardess basically waiting on me
with pillows, ice and refreshments. When I got to Kansas City I was
connecting with United and flying first class to Milwaukee. I was on
crutches and asked for assitance in boarding hoping for a wheel chair
because I was exhausted due to the stress of the injury. The gate
agent came up to me tapped me on the shoulder and said I could board
but to hurry up because they were sending the rest of the passengers.
The rest of the passengers ended up passing me on the ramp.
When I went to board the jetway was docked up and with a gap of about 8
inches. I was on crutches and the stewardess looked at me and said well
why can't you jump. I am deathly afraid of heights. I panicked.
Finally a member of the ground crew looked up and heard what was going
on. He came up and lifted me over the gap. The stewardess took my
crutches from me and I hobbled to my first class seat. I asked for a
soda to swallow some pain medication and she slammed a soda down so hard
it spilled. This flight was quite different from the one on the
competitions airlines.
Mistreatment of passenger with polio
The following incident took place on December 19, 1997 on United flight
2206 from Los Angeles to Oakland. I entered the aircraft carrying a
fiberglass shopping bag (weight about 8 ounces when empty) which
contained some clothing, two books, my wallet, glasses, etc. I would
estimate its weight at about fifteen pounds. It was my only carry on. I
went to my seat, 20C, an aisle seat in the last three seat row on the
plane.
Once there I noticed that the space under the aisle seat in front on
mine looked quite small, smaller than the middle and window seats and
much smaller than the Thai Air flight I had just left where my bag had
fit quite easily. As the flight attendent came by I said, "I don't know
if my bag will fit under the seat." "Which seat is yours?" she asked.
"The aisle--here," I said, pointing to 20C. "No, it won't but there's
plenty of space in the overhead compartments." "Then I will need your
help," I said. "I can't put it up there." "And why is that?" she
snapped, her back to me. "Because I had polio many years ago and only
have the use of one half of one arm," I answered. She spun around
muttering, "Well who packed it for you?" As I stood there trying to
understand the significance of the question (which I still do not
understand) she grabbed the bag and while putting it up muttered, "If
you can't put it up you should check the thing."
I said nothing. I sat down. Needless to say, I did not ask her to take
the bag down at the end of the flight. I asked another passenger who
was most helpful and gracious. I thanked him and when she heard me
thank him she said to him, "Thank you for helping her with her bag." At
that point I asked her name.
To say that this was a humiliating experience is an understatement. I
have had this disability for over forty years and never, NEVER, have I
been treated with such insensitivity, with such cruelty, with such
mean-spiritedness. That a company the size of United has, in 1997, an
employee who could act or speak this way is truly appalling. Maybe
United's "Fly the Friendly Skies" should read "Fly the Friendly Skies
If You Have No Disabilities." There has to be an end to this kind of
treatment of other human beings. There are no acceptable excuses,
reasons, or rationalizations. Though parts of our bodies may be
paralyzed, our feelings and sensabilities are not. No one, NO ONE,
deserves to be treated as if their existence is a huge burden, as if
their existence is not worthy of any basic human dignity. Since the
laws of human kindness seem unimportant to your flight attendant, and
therefore to United Airlines as her employer, I am informing you that
her verbal behavior is specifically prohibited by both Federal law
(ADA) and State law (Unruh Civil Rights Act.)
This letter is the first I have ever had the need to write concerning
mistreatment in relation to my disability. I pray it will also be my
last.
"Unfortunate incident" Re: passenger with cerebral palsy
For the last few weeks, a story of a UAL chief flight attendant who was
abusive toward a passenger traveling with a child suffering from
cerebral palsy has been circulating widely through the Internet. This
has resulted in hundreds of email messages being sent to United
Airlines (many of them through the Untied.com site) and eventually,
an apology from United Airlines.
On January 10, Denise Harvill, Director of Customer Relations, replied
politely to one of our readers who had sent her a copy of the original
story. However, her subsequent reply to another reader (who sent her a
copy of the same story) was somewhat less conciliatory in tone. One
can only wonder as to the sincerity of Ms. Harvill's original letter.
Untied.com is pleased to share with you the text of both
letters:
from: Denise E. Harvill, Director - Customer Relations
Thank you for your note, and I also share your concerns regarding this
unfortunate incident. We have contacted the Pumaren family and have
offered our sincere apologies for the behavior of our Chief Purser.
Additionally, we are conducting an internal investigation and will take
the appropriate action to ensure that this type of behavior will not reoccur.
With respect to Ms. Pumaren and her family, we are attempting to
demonstrate our commitment to rectifying this unfortunate matter.
You may be sure that we will continue to work with Ms. Pumaren and her
family to obtain their satisfaction with our efforts.
Thank you again and I appreciate your support as one of our loyal
customers. Please know that this incident is not representative of the
service we do offer.
We look forward to your continued patronage with United Airlines.
Sincerely,
Apparently, Ms. Harvill is unaware that this sort of incident is
representative of her airline. Perhaps she should read some of the
other stories under this section. Does Ms. Harvill acknowledge that
this is a recurring problem within United that has to be addressed?
Does she offer to make the results of UAL's "investigation" public?
And equally important, does Ms. Harvill appreciate the helpful feedback
that passengers are providing to help improve her airline or is she
merely annoyed? See below...
from: Denise E. Harvill <Dharvill@ual.com>
You might choose to ride another airline...
Disabilities while traveling
Last Novemeber, I got to the New Orleans airport only to discover my
flight had been cancelled. After I burst out in tears because I am not
supposed to sit or stand for long periods of time, the customer service
manager made arrangements for me on the next flight and then proceeded
to park me in the central bar. He assured me I would have someone
coming to get me in time for my flight.
It got to be 15 minutes before my flight and I became so agitated the
bar manager called UAL and informed them of the situation. I waited 10
more minutes. Still no one... So, with a burst of adrenalin, I took
off to my gate, a very long way off even for a healthy person who could
walk quickly. When I got on the flight, the stewardess chewed me out
and said I should have been there 20 minutes prior to departure. I
tried to tell her about the customer service manager, but she just
called me a liar.
I was further shocked that my seat was a bulkhead seat after I had been
assured that I would have two non-bulkhead seats next to each other so
I could lie down. I was between two very large ladies, obviously
travelling together and having fun, as was their right. There were
other seats that were what I had requested and been promised but I
couldn't move quickly enough to get to any of them.
When I arrived at my destination, the requested wheelchair was NOT
waiting or even on the way. Luckily, I had called my husband from the
flight and told him what was happening and he showed up to take me to
get my baggage (it had gotten there on an earlier flight) and take me
home.
I will NEVER fly UAL again and urge anyone with special needs to think
twice before doing so.
What the $20 for an unaccompanied minor buys you
In Summer 1996, we moved to the Denver area. My son, who was 9 and is
a frequently flyer on two airlines other than United, took a flight to
San Jose to visit relatives. In all my experiences with airlines and
minors flying alone, I have never been so aghast at the behavior of
airline personnel.
To begin with, we were charged an additional $20 each way because my son flew
alone. This charge was to cover the cost of the steward/stewardess that would
escort my son at all times he was not on the plane. What a joke.
When the plane arrived in San Jose, my son waited for the attendant to escort
him off the plane (as the other airlines do). After everyone else left the
plane and none of the attendants were around, my son walked off the plane.
Not one United employee would have had any idea what happened to him. However,
I am much more organized than United and my relatives were waiting at the gate
for him. They, too, were distraught by the lack of responsibility on the part
of United personnel.
To top it off, the attendants had scolded my son when he tried to get
up and use the bathroom. He was told to sit in his seat and not move.
United's attitude toward hospitalized passengers
Mr. Gerald Greenwald
Dear Mr. Greenwald:
I am writing to inform you of an extremely serious incident that
occurred at the Denver Airport involving four United Airlines employees
on August 9, 1997. The incident caused me both personal humiliation and
physical suffering, and I expect an explanation from you regarding it.
I arrived at the airport that day directly from National Jewish
Hospital, where I had been hospitalized for complications from lung
surgery that I had undergone the preceding week at Colorado University
Hospital. I had been instructed by my physician to fly home and to
notify the airlines that I required a wheelchair. My mother did so when
she called United to make the reservation, indicating to the ticket
agent that I would be coming directly from the hospital and would
require a wheelchair and assistance. She arranged for me to fly one-way
(ticketless) on United flight #2715-B departing at 3:20 pm from Denver
International Airport and arriving at McCarran International Airport
in Las Vegas, Nevada.
I arrived at the Denver Airport at 2:25 pm. I notified the sky cap
that I required a wheelchair, received one, and was taken to the ticket
counter line. The ticket agent checked the computer and told me that I
would be required to check-in at the gate. He asked me to hold my
luggage on my lap and told the gentleman pushing my wheelchair to take
me to straight to the gate. I arrived at the gate 10 minutes before
the plane was to depart. I stood up with luggage in hand and told the
woman at the gate that I was flying ticketless and gave her my
identification. This is when the nightmare began.
The woman told me that my luggage had to be searched. When I asked her
why, she refused to tell me. She then instructed me rudely to "sit
down." A few minutes later, two female United Airlines employees
arrived with another wheelchair. I told them that I did not understand
what was going on and that my luggage had already been through baggage
check. They indicated that they still wanted to search my luggage. I
agreed to allow them to do so as long as they would send the luggage on
a later flight so that I would not be delayed. I explained that I had
just had part of my lung removed, and I needed to get home immediately
and go back to bed. I also informed them that I was in pain and needed
to be home to begin the regimen of medication prescribed by my
physician.
They told me that they were taking me to a room to search my luggage
and that I would have to accompany them. I asked them for an
explanation, and their reply was, "We don't have to tell you
anything." They wheeled me away with my luggage once again on my lap
to a room 15 or 20 gates away. They then told me to "pick up my
luggage and follow them." I not only had to walk back there, but I had
to carry my own luggage. After my bags were checked, I once again
asked why I had been detained, and I received no explanation. The
United Airlines employee checking my luggage said, "I was called by the
lady at the counter to come and get you and your luggage. I am just
doing my job."
When I got back to the gate, the plane and the passengers had been
delayed waiting for me. Of course, everyone had witnessed the initial
phase of this humiliating episode. I asked the United Airlines
employee at the gate why she singled me out to have my bags checked.
She said simply, gthe FAA chose you," and she refused to elaborate as
to why. It was at that point I told her I wanted a United Airlines
representative waiting for me when I landed in Las Vegas. She said,
"Fine. And I will also have the FAA waiting." I proceeded to walk down
the hallway onto the plane, once again unassisted.
As I stepped on the plane, everyone, including the flight attendants,
just stared at me. I tried unsuccessfully to place my suitcase in the
overhead storage bin myself; no one seemed to care that I might need
help. At this point I was in tears. I finally had to ask the
stewardess who was standing next to me to help me. She acted very put
out. It was more than obvious that I was seriously ill as many
hospital wrist bands were well displayed, and my overall demeanor was
slumped and pale. When I sat down, I cried for several minutes; not
once during that flight did any of the flight attendant ask if I needed
anything.
When I landed in Las Vegas, I had to walk off the plane, again
unassisted. Fortunately, my family was waiting with a wheelchair.
There was also a woman from United Airlines waiting for me. I asked
her why I had been detained and treated like a criminal. At that point,
I completely broke down; she held my hand and apologized several
times. When I was calmer, she explained that the circumstances under
which I was flying had apparently made me an unwitting suspect of some
kind. She explained that the computer had flagged me, and the FAA
required that the airline to check bags in such situations.
If any one of the four United Airlines employees I had dealt with
earlier had offered even a few words of explanation, I might have been
satisfied. As it was, I was treated so abominably and with so little
regard for my condition, that I am, frankly, outraged. Unfortunately, I
was too overwrought at the time to document the names of the employees;
however, with the extensive records I'm sure you have at your disposal,
I'm certain you can find out who was responsible.
I arrived at the Denver airport relieved to be going home after the
ordeal I had just been through. Instead, I encountered an entirely new
one, at the hands of a corporation that invites its passengers to "fly
the friendly skies." If this is an example the skies you fly, I want
other people to know about it. I understand your concern for security,
but the actions of your employees could have endangered my life. I
believe I am entitled to an explanation of how you plan to remedy such
situations in the future. I certainly wouldn't want anyone else to
suffer as I did.
Sincerely,
cc: Denise Harvill: Director of Customer Relations
United's Policy on Bumping Kids
Attached is a letter I wrote to Mr. Greenwald regarding my 13-year-old
son being bumped off a flight. I mailed copies to the FAA, my
congressional delegation, etc. Feel free to use my story and my name if
you like. Finding your site was a great help to me, and I appreciate
your fighting the good fight for those of us who can't devote that much
time to it.
Gerald Greenwald, President
Dear Mr. Greenwald,
My family and I encountered a serious problem involving an unacceptable
safety practice while we were dealing with your airline recently. An
"isolated incident" is how one of your customer relations people
characterized it. I don't believe it is so isolated.
It's 20 June 1997. My wife and I are standing at Gate 2 at Ontario
Airport, near L.A., waiting for our 13-year-old son to return from
camp. At precisely 2:39 P.M. Flight 2941 rolls to a stop, on time.
That was the only thing United did right that day.
People get off the plane. More people get off. The crew gets off. My
son doesn't. His mom and I freak.
Our first stop is the United agent at the gate desk. He checks his
computer and says "Your son never got on in San Francisco," and looks
to the next anxious person in line. "Wait a minute," I say, "That was
a plane change. He left Portland on United, flight..." I'm scrambling
through the itinerary papers "Flight 2929." They guy punches more
buttons. "He didn't get on that one either." And he's done with us.
We bolt for the phones. I call home. A cryptic operator message on
the voicemail three hours earlier (our home is 150 miles away, in the
Mojave Desert) tells me my son tried to call home, collect, about half
an hour after the plane he was supposed to be on lifted off from
Portland.
While I'm calling the snowboard camp at Mount Hood, my wife checks with
the main United desk on the concourse. Oh yeah, they have a
notification that he'll be coming in on an Alaska Airlines flight in
about three hours. He was bumped for overbooking.
It doesn't occur to us, in our relief, to ask why they didn't call our
home. Or page us at the airport.
Sure enough, at 5:30 P.M. our boy strolls off the Alaska Airlines
plane; tired, sunburnt, and blissfully happy after 10 days of
snowboarding. Got bumped, Dad, but they gave me $100 worth of free
flight coupons!
And I'm thinking, how much should it be worth to any parents to have
their only child, a 13-year-old, cut loose in a strange airport, for
three hours, unsupervised, 1,000 miles from home.
That's half the story.
After I give myself a week to calm down, I call United's 24-hour
toll-free number. As soon as it's clear I'm not there to buy tickets,
the woman tells me that I have to call United's Customer Relations
Department. That's during normal working hours. In Chicago. And not
toll free.
Naturally, I get a recording. My option (to talk with a customer
service representative) is to press 5. I do so, and get a busy signal.
For more than an hour I repeat this process. Busy signal every time.
Costing me money. Costing me patience. Costing United Airlines three
customers, for life.
Finally, totally exasperated, I fire up the computer and get on the
net. I do a search for "united-airlines customer-service" and lo and
behold, I hit the "Untied Airlines" site
(http://www.untied.com/mailunited/), with its "Fly the Unfriendly
Skies" motto. After determining that United is headquartered in
Chicago (and that it indeed has horrendous problems with customer
service, thus the web site) I call information and get the number for
corporate headquarters, then work my way through the recordings until I
finally get a person.
I ask for the extension of Denise Harvill, Director of Customer
Relations. No answer, of course, but at least I can leave a message.
Eventually I get a call back from a woman who introduces herself only
as "Barbara." We talk. She commiserates and tells me that lack of
notification to my wife and me was an "isolated incident." But yes, it
is policy to bump kids over 12 just as they bump adults.
Fortunately, my son is bright and quite self reliant. But I think of
other 13 year olds I know. There is a potential for real disaster
here. A young kid bumped at the gate. No airline employee takes
charge of the situation. The airline doesn't bother to notify the
parents. The kid is in a panic wandering around a strange airport.
But then a very nice adult walks up to the child and says "Everything
will be all right, I can help you. Come with me." And that's the last
anybody sees of that child. Even given the natural paranoia of
parenthood, this does not seem an implausible scenario to me.
I would like some feedback on the policies involved in this incident,
and the feasibility of getting them changed. If your response is
insufficient, I will urge my representatives in Washington to press for
legislation to prohibit airlines from bumping a person under the age of
18.
As to the poor customer service, that's probably just United. But the
more important issue is the policy of setting young flyers on the same
level with seasoned business travelers when it comes to overbooking
bumps. Unless that policy is changed, we're looking at a tragedy
waiting to happen. I'd like to have your comments on this issue.
How to deprive your children of sleep for 36 hours
On a flight from London to Denver, via Newark on July 9 my three
children aged 7, 3 and 2 and nanny were treated in the most nasty
incompetant manner by United Airlines. They arrived at Newark for the
connecting flight to denver to be told it had been cancelled. They were
kept waiting 5 hours at Newark then sent to the wrong hotel. Then
returned to Newark, then sent to another hotel then 2 hours later
brought back to Newark for a 7am flight. This was delayed due to "crew
shortages" They were then scheduled to leave on a flight via Chicago
but at the gate were told the flight was full. Then they were put on at
12:00 flight to Denver. During this time as worried parents United
refused to tell us where the children were, which hotel they had been
sent to, which flight they were booked on. They were rude, obstructuve,
unhelpful. Finally with the help of the Newark police department and 18
hours of worry they were located and hopfully will arrive in Denver.
That music now makes me think of nasty, uncaring people who care
nothing about passengers needs.
United change your slogan.
Can United be trusted with your children?
I'm 12 years old.
I was on United airlines on a trip to New York flight 14 or something
on the 19 of June. traveling alone. Before I got on the plane, a staff
person told my parents that I will be looked after and well taken care
of. But when I got on the flight, no one was taking care of me or
watching me to see if I was okay. Than half way through the flight my
throat got really dry. So I press that little button for a flight
attendent. I waited, and waited, and waited, until 30 minutes later the
flight attendent came. So I asked for a ginger ale, 30 minutes later
she came with the ginger ale. That time, my throat was so dry that I
could'nt speak. When we were on the ground leaving the plane, a fligh
attendent was suppose to walk me out but I was left there!
On my return flight, I was'nt watched or walked off the plane either
but at least they gave me ginger ale! I'm pretty mad after that
experience! I want this posted up on your page to tell parents not to let
there children travel alone on United!
from: E.S. Harris, Beverly Hills, CA
Wed, 17 Jun 1998 21:32:14 -0400 (EDT)
Beverly Hills, CA 90213
Mon, 1 Jun 1998 13:03:04 -0400 (EDT)
by: Michelle McFee, Kentfield, CA
Wed, 8 Apr 1998 21:14:49 -0400 (EDT)
by: Monica Kipp
Fri, 23 Jan 1998 16:38:23 -0600
by: Bonnie Epstein, Danville, CA
Wed, 14 Jan 1998 11:26:23 -0500 (EST)
In reply to: Noel Israel MD of Macon, GA
Sat, 10 Jan 1998 12:48:01 -0600
Denise E. Harvill
Director - Customer Relations
United Airlines
In reply to: (anonymous user), Manila, Philiphines
Thu, 15 Jan 1998 01:47:02 -0500 (EST)
by: Lola Wilson Eggleton, Trenton, OH
Fri, 31 Oct 1997 09:06:46 -0500
Mon, 27 Oct 1997 18:24:36 -0500
from: Sharon Coomes, Henderson, Nevada
Fri, 29 Aug 1997 16:30:14 MST
President, United Airlines
UA Customer Relations
P.O. Box 66100
Chicago, Ill 60660
Sharon Coomes
from: Cliff Lawson
Sat, 19 Jul 1997 14:13:10 -0700 (PDT)
United Airlines
P.O. Box 66100
Chicago, IL
60666
from: Jeremy White, London
Thu, 10 Jul 1997 12:14:34 -0400
from: Sean Pham
Wed, 2 Jul 1997 01:12:35 -0400