For those who follow this blog, you’ll recall a horrible customer service incident the last time I flew United Airlines. That was 6 months ago, and they still haven’t resolved it. This time, it’s just gotten comical, and it’s definitely going into my next book.
It’s Aug 26, I’m in Tampa, and Hurricane Irene is storming up the east coast. I’m supposed to fly tomorrow Back to Ottawa, via Washington. As a dutiful passenger, I check the website to see the status. It says I have a ‘Travel Waiver’ and recommends that I contact United to find a different route. I look up the number and call.
I follow the instructions of the nice man on the automated message system. He gives me a list of options – none of which really suit my needs, so I select ‘reservations’. After 5 minutes of annoying question and answer, he finally promises to connect me with an agent. The next thing I know, I’ve been routed to the BAGGAGE HANDLING DEPARTMENT! There, a whole new set of annoying automated voice messages come up, and I am unable to reach a person – and unable to get back to where I want to be in reservations.
Working on the assumption that I had perhaps made a mistake, I try this 2 more times. Same result each time.
So, it looks like I’m going to be going to the airport tomorrow, with a good chance I won’t be going anywhere. In the meantime, I’ve sent an email to my travel agent. NEVER book me on United again!
Anyone care to do the math on how much their poor customer service is costing them?
See all of the posts in this saga of nasty customer service: