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United Airlines fail to provide for Minor or others stranded in Denver
United Airlines fail to provide for Minor or others stranded in Denver
09th August 2007
Author: SPuckett
I just got home from a week in southern California where I was helping a friend recuperate from knee surgery, one of the many benefits of having a home business, is the flexibility that your business can occasionally run without you. And one of the great things about having Internet knowloedge is that you can use it to let others know about things they should avoid. My advice after this week is NEVER FLY UNITED! It took me 26 hours to get from Orange County airport to Knoxville Tennessee. And the things I witnessed gave me two confirmations, one I am so thankful I turned down a recent offer with my old company for a National Sales Manager position that would have had me on an airplane 75% of my time, and two that greed really is the root problem of almost all major corporations.
We all have to be prepared in our travel arrangements nowadays for delays, and best for you to keep in mind if weather is the culprit you are on your own, no one cares, but if it is due to mechanical difficulty most airlines will put you up in a hotel and give you a break for their "bad". Well not United, and they will be sure to add the nastiest customer service I have ever witnessed to your pain! I stood in line in Denver for 4 very long hours only to witness at the very end of the line, being directed to try another window where there were open agents available, that is when I spoke up loudly, by then my good nature and humor were no longer available, meanwhile a 14 year old child was left unattended with no offer of any supervision or help, her option, sleep in the airport alone. Another "valued customer" was flipped off, via a rude finger gesture, for relaying her discontent. As I spoke up loudly, they sent out a “12 year old” “manager” to shut me up, you know the type, perfectly trained munchkin with condescending attitude trying to make you feel like because you are using your own power you must be incapable of emotional control. GIVE ME A BREAK! I'm exhausted it is by now 1:00a.m and my trip began at 12:30p.m.
When I finally reach the agent she says ”I’m taking a break”, this was the same one who had flipped the other customer off. So I wait for the next agent who when the customer who had been flipped off comments on the agents rudeness and her unwillingness to help me while re-commenting on how she "gave her the finger" the agent supposedly helping me yells at the woman and says "she did not flip you off”. By now a new customer has had his fill, a frequent flyer who says he has "got this all now on video", (and oh how I hope this is true) begins to express his dissatisfaction with the entire ordeal.
The torment did not end at the agent counter, I was given a handwritten voucher to send to United upon returning home for reimbursement, up to $100 for the hotel, and up to $45 each way for ground transportation. By then the hotels were price gouging because they knew how many people were stranded, and there are no shuttles at that hour, and I heard from many people that in Denver a cab ride is an hour to most of the hotels, so the out of pocket expense was going to be astronomical. By this time I am depleted, all I have eaten is the one pack of pretzels United so graciously provided on my flight and a ginger ale. Thank goodness I had packed some cheese, crackers and some veggies, just an added tidbit, take some snacks when you fly, and never wear heels. Earlier, United staff had thrown out some blankets and "pillows" if you can call them that, which I had gotten when it looked like no one was being served.
So I found a corner and tried to rest, hard to do when they are cleaning carpets while under fluorescent lighting. At three a.m. I called the customer service line again, and was offered a flight to Washington/Dulles at 6:00 a.m which I took. Another 3 hour flight with 2 screaming babies, which of course no one can help, but once again I was taken aback by the rude service. A woman in front of me asked for a blanket, and the stewardess sneered back "were all out! We only had 20 to begin with".
I want to mention here that my saving grace from absolutely loosing it was the kindness of all the people I met along the way, the servers in the lounge in Orange County were funny and kind, a guy I met in the lounge in Denver who was delayed from San Jose to Chicago also very funny and kind. A man who gave my shoes a ride when in the 4 hour line, after seeing me push them along because I could not wear them any longer, the gal I stood in line with who had just been visiting her grandchildren (and the one who had been rudely gestured). An Indian couple on their way to check out apartments in Houston and only had the weekend (which would be half over by the time they got through this), she had a great sense of humor, the guy who was taping, the couple with two teenage boys who tried to help in the hotel reservation process.
The final gesture I received in kindness, was from a young gentleman from Virginia who sat next to me on the flight from Denver to Dulles who when I came to my seat saw my face and exclaimed "are you alright", I said” no” and briefly told him why. Something about him made me feel vulnerable enough to finally let the tears flow, not out loud cries just tears that would not stop until finally I fell asleep. Upon waking to the crying babies we spent some time talking to take our minds off of it and finished the flight, but for his calming presence I am very grateful. For all of them, whom I will most likely never see again, and whom I know none of their names, I am very thankful, for making a very stressful situation more manageable. It will never be government or Corporate America that will turn things around and make the changes necessary for a peaceful society, it will be up to the people to make choices as to who will lead us through these difficult times.
Our airlines are in big trouble because they have simply lost sight of their purpose and have grown too big, outsourced too much, more then likely treat their employees badly, and do not value their customers. As I walked through the Dulles airport I see President Bush on the TV saying "it takes a lot of paperwork to run the government" and I say a prayer "Dear God deliver us from the greed that is at the very core of all the problems we face, let us turn back to a time of simplicity and care for one another, grant us peace and deliver us from the corruption and greed in leadership."
I was never so happy to get on the ground after seeing the familiar hills of Tennessee where there is still some room to breath. I do not think I will be leaving it any time soon.
I just got off the phone from negotiating with two United representatives to see if I could receive any restitution. The problem with United and their so called customer relations is that it is all outsourced to India, the reps are given ridiculous scripts to follow with words that are supposed to sound like empathy for your situation but are clearly canned and only make them sound as counterfeit as they are. The first rep offered me a $100 voucher toward a United ticket in the future, the second (a supervisor) offered me a $200 voucher toward a future United ticket. I told both of them this was not sufficient as I personally would not fly United again, I asked for a partial refund, which I thought very fair,( $300) my original ticket price was $1200. American airlines did it's part in getting me to my destination, so I assume $600 went to them, so half price for going through hell is not unreasonable, I was not asking for a full refund as they did at least get me home, albeit after many hours of torment.
It would be "selling out" to accept the voucher, as one I will never fly United again, and two the public has a right to know what to expect from United before they choose them as a carrier. If you go to UNTIED.com you can read all the stories about how United treats their customers. My hope is that enough people see this before they buy. With the power of the Internet we can reach civilization again. When the Internet is used responsibly it can make a difference.
Susan Puckett is the Pro Team Leader for the Wealth Magnet System, with a background in health care, sales, non profit management, and now as a sponsor and coach, she remains committed to helping others. She currently helps those who's passion it is to have a legitimate home based internet marketing business that produces lucrative results. See her site at
www.wealthmagnetsusanpuckett.com
Tags: greed, home business, culprit, corporations, gesture, travel arrangements, airplane, weather, southern california, discontent |
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