United Airlines has disregard and disdain for their customers. They think that once you book a ticket anything else that might seem like good customer service is vile and most of all cumbersome. My Sister and Brother-In-Laws planned a vacation to travel from Buffalo to visit Joe and me in LA. Booking their tickets in advance and still paying a hefty price of $600 each for a ticket, they both filled out the form on line and when the select a seat page came up, did just that, selected a seat. They both received an email confirming both their flight as well as their seat selection. Maybe because they were traveling together and even maybe because they were married the seats they chose were together; kind of sorta makes sense, huh? They arrive at the Buffalo airport and when checking in are told that she is seated way back and he is in some other out of the way row. Expressing concern they provide the ticket agent with their confirmation email stating Hurray, you are flying United, we love you and here are your seat assignments, TOGETHER. With no more then a come on you are annoying me response they are told, too bad random things happen and it just happened to them; much too later to argue they board the plane and sit separately.
My Sister and Brother-In-Law arrive in LA share the story about United Airlines disgust for customer service and chalk it up to perhaps just a random act as the emotionless and I could care less ticket agent explained. We spend five days together have a good time and forget about the piss poor attitude of United Airlines. Time to print the return ticket and wham, bam thank you ma’m she is sitting in some out of the way row and he at the back of the plane. What the Fuck! Does random happen less randomly now with United Airlines? Joe, my husband will have none of this and calls the airline for his sister. Joe usually has a way of describing the issue without using words like douche-bag, idiot and REALLY! Joe gets a ticket agent, explains the situation of receiving an email with assigned seats together, that they traveled together are husband and wife. Talking over Joe, I am sure reading from the robot like script in front of her, the agent tells Joe did you read the print on our website about United Airlines right to change seats at their discretion? Joe, speaking a little louder says but they are traveling together. SORRY, it is our policy the clone repeats. It is a random selection. It happened coming to LA and going home to Buffalo how is that random, Joe asks? SORRY it is our policy. The veins in Joe’s throat are expanding and if it was me I would have had the FBI called because of my language to this non human agent.
Joe then gets the I just follow orders agents supervisor, whose first comments are it is on our website, it is our right to change seats. Joe asks then why do you even bother to have the customer select seats in the first place. She says in her I will give you 5 more minutes of my precious time voice, you only purchase the right to fly on United Airlines selecting a seat does not come with the purchase of a ticket. HUH, WHAT. Then she adds it is a random selection. It has happened twice coming and going, Joe shouts. SORRY! Then Joe asks who has established this policy and why have they decided this is good for customer service, I would like to speak with that person. The Supervisor gets all huffy and acts as if she is working for the NSA and says we cannot share that information with you, it really is not your concern. NOT MY CONCERN Joe says in a voice I seldom ever hear, you have separated two people traveling together have not provided a reason except it is on your website, $1200 in tickets have been purchased and it is not MY CONCERN. If you like, the soulless supervisor says, you can send an email to United Airlines. Anything else I can assist you with?
United has merged with Continental and has become HUGE corporation. It seems that customer satisfaction was never part of the business plan, just jacking up the prices and jacking off the public! Be Ware!
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