Christmas Eve. Sitting in my apartment on the phone with a computer that enjoys hanging up on me. Flight to Los Angeles has been cancelled now twice. They called me the first time at 6am this morning and rescheduled my flight for 10am tomorrow. I prided myself on being extra nice, since I knew that most customers on the cancelled flight were probably pretty irate. I didn't mind the extra day because most of my family is flying in tomorrow anyway.
The second cancellation they didn't call me. I just went to check online before going to bed so I could get some sleep before my 1am taxi to take the 2:20am bus to get to the airport I need to fly out of, and noticed that it said "cancelled" before my flight, and that the new time was 8pm tomorrow, to arrive at 10:30pm.... and the trip to the airport from where my brother and cousin live is at least an hour. Since then, I have talked to a variety of agents, one of whom kept giggling and sounded like he was on pot. Have been hung up on at least 10 times. The first person I talked to confirmed that this was a "crew" problem, not a weather problem. So, when I asked if there was some sort of compensation, she talked to her supervisor, and they told me I could get a $25 voucher on United. "For two days worth of cancellations!?" I ask her incredulously. "That's the best we can do, maam," she says. "All right," I say, "I know it's not your fault. Have a Merry Christmas...." My brother tells me I should call back and insist that they put me on another airline. My dad tells me that I should insist on talking to supervisors if they can't help me. And thus continues the saga (great swell of organ and piano on the staticky "hold" music)...
Now, if this last agent can't help me, I'll take it as a sign from God that I am supposed to spend Christmas studying for my prelims....
......
So, (and I type this live) I finally talk with this very nice agent, who tells me that THAT flight, apparently in the few minutes in which I had been trying to change to an earlier flight, has ALSO been cancelled due to "crew" problems (THIRD flight cancellation today), and that the only flight she can get me on is an American Airlines flight that will get into Los Angeles at 11:10pm. I take it, along with another $100 voucher. But, do I dare ever actually use the vouchers?
I look forward to American Airlines...
I don't think I shall ever fly United again if I can help it....
So, Christmas prelims studying... here I come...
At least I'm at home and not in the airport. We thank God for small blessings...
My conversations with the computer tonight (recorded from memory) at 1800-United1:
Welcome to United Airlines. Please listen carefully. Press 1 to make a reservation. Press 2 if you already have a reservation." If you need time, please say, "please wait," if you don't know it, say "I don't know" Please say the reservation number, since some numbers like B or V are hard to tell apart, please use them with common first names such as "M" as in "Mary."
I have a "v" in my confirmation, so try "v" as in "valentine." They don't get it. I think of names with "v." "Vera?" "Violet?" "Van Damme?"
Got it. What's the first and last name of the passenger. Would you like to confirm the trip, change it, request seats, request a wheel chair, or speak to an agent.
After the 10th time, I consider requesting a wheelchair.
Let me get a reservations agent for you. I'll make sure the agent gets the information you've already given me. Thank you for calling United Airlines, we apologize for the delay. Please stay on the line....
I am on hold for about two minutes and then I hear a polite canned voice (for the upteenth time)
I'm sorry for the difficulty. Rather than take up any more of your time, I'm going to go ahead and end your call....
So be it.... and so ends my relationship with United Airlines.
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3 comments:
US Air is worse. I'm a travel agent. Yes, politely ask to speak to a supervisor. And then state that they are going to compensate you at the rate it would have cost them for a hotel and food. $75 for the hotel, and $7 for breakfast, $10 for lunch, and $10 for dinner. Beyond that, they will be endorsing the ticket over to another carrier that will be flying into your final destination. Any refusal to do this will be met with a polite request to speak to the next person up the ladder. You will also request 1000 frequent flier miles, and vouchers for free drinks, and earphones. In the event that they are totally unable to get you to your destination prior to when you had to be there, you will get a refund on the ticket. DOESN'T matter that the ticket is non-refundable. Because they cancled the flight due to non-weathr related reasons, and couldn't get you to your destination in a timely manner, you are entitled to a refund of the ticket. They don't get to keep the money.
My dear, I feel your pain. Sorry o! By the way, have a wonderful 2008. God bless you!
@charity, wow, thanks for all that advice. If I have problems on my way back, I'll definitely take your advice on this!
@Christian writer, thank you, my dear. You have a happy new year too! I finally made it to L.A. around midnight after Christmas, and have been having a lovely time with my family since (and a tiny bit of studying...) stay well...
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