Nothing was going to make me miss Third Coast. It’s that important to me. I’ve been looking forward to the conference since I registered in August. You get to the point that you’re so invested in achieving your goal that you will stop at nothing to achieve it. So, when I received a number of messages telling me that the Universe was suggesting I do something other than attend Third Coast, I would hear nothing of it.
My travel adventures began yesterday (October 9) when I was told by the United Airlines check-in clerk that the flight I had paid to be a passenger of was oversold. I had thought that paying for a seat meant that you were guaranteed a seat. Okay. I’m a fool, perhaps, but I figured I had signed and paid for a contract between with the airline that guaranteed me a seat on the flight. United, on the other hand, apparently has a different view of contracts and commitments with paying customers.
I was seething. I asked to be rebooked on another flight that would get me to Chicago in the morning with an overnight stop in Toronto. Oversold. How about through Calgary that evening, or any other local destination with a connection to Chicago? The clerk checked. Nothing. It turns out that United had oversold all flights for the day. The clerk checked other carriers. No luck. They were all booked.
“Overbooked?” I asked.
The clerk booked me to fly through Calgary first thing in the morning, arriving in Chicago after 1pm. Then I asked to be booked into a hotel for the night. The clerk smirked and looked at me like I had two heads.
“We don’t do that, sir.”
“How about a voucher or a hotel recommendation? Anything?”
“We don’t have vouchers nor do we help passengers find hotel rooms. You’re on your own.” She then proceeded to explain that it was my responsibility to find my own hotel, pay for it myself and if I so desired, keep my receipts and submit a claim for consideration by United. She wouldn’t even recommend a hotel. She directed me to a board on another floor of the airport that listed local hotels I could choose from.
The clerk was clear that United Airlines oversells its flights as a business practice and that they, the check-in staff, are left to deal with inconvenienced and regularly irate passengers. Despite the pleading of the check-in staff for a better passenger experience, United management has done nothing — nor have they given any indication of concern — for the staff or passengers.
This sudden change in plans meant that I would be missing most of the first day of Third Coast and would potentially miss an appointment I had won to have award winning audio producer, Julia McEvoy, review one of my pieces in a private “Audio Doctor” consultation. In an instant, United Airlines had become my enemy number one. They butchered my long anticipated plans and abandoned me to pick up the pieces.
I spent just over ninety minutes on the phone with United Airlines Customer Relations from my room in the Travelodge. One clerk rebooked me to fly direct out of Edmonton at 7:00am, arriving in Chicago at 11:00am, and then put me through to a customer relations agent. By the time the call was over, the agent advised me that United check-in staff in Edmonton has the authority and responsibility to distribute hotel vouchers and help passengers with their accommodations if they are bumped from an oversold flight.
“Does this happen often?”, I asked.
“It happens once in a while”, he replied. “Send us your original receipts and we’ll review your claim. We’ll evaluate the amount of the reimbursement and send you an appropriate cheque. It can take many weeks.” That sounded highly dismissive to me.
Arriving at 11:00am would save my Audio Doctor appointment and meant I could hook up with other Third Coasters for lunch. Under the circumstances, it was a desirable solution.
I woke up at 4:00am, arrived at the airport, checked in, cleared customs and waited at the gate. Everything was going great.
Immediately after take off, there was an audible thumping sound coming from the underside of the plane. It sounded like luggage bumping around. Another passenger said it sounded like a wolverine loose in the cargo hold. About fifteen minutes into the flight, the pilot acknowledged the sound and said that they were investigating the possibility of a loose service door. A few minutes later, the plane banked left. We were heading back to Edmonton. The pilot reassured the passengers that it was likely a small problem.
I would be lying if I said that I wasn’t a bit concerned. However, the flight had been smooth to that point so it was hard to imagine anything terrible. On the other hand, big things start out small, right?
Our landing angle seemed unusual to me. We came in very steady and low to the ground. I honestly thought we weren’t going to reach the runway. When we did land, it was the most gentle touchdown I have ever experienced. Really. It was difficult to believe we had actually come in contact with the ground. It was a huge relief that we had landed without issue. The brakes come on harder than I’m accustomed to. We actually lurched forward in our seats.
It felt good to taxi off the runway. We were safe. What could happen now?
Famous last thoughts!
There was a bump and then a grinding sound on the right side of the plane. The plane listed to the right. I instantly suspected the wheels. That’s when I had thoughts about what could have happened if the wheels blew out on landing. Not good.
It turns out that one of the right tires blew out during take-off. The loose rubber prevented the landing gear door from closing and the exposed rubber was flapping against the underside of the aircraft. The second tire obviously couldn’t stand the additional pressure and (thankfully) gave out on the taxiway (not the runway).
Twenty seconds made the difference between a major catastrophe and a significant inconvenience.
Nearly forty minutes later, the pilot received each passenger at the bottom of the staircase on the tarmac as we ‘deplaned’ and filed onto awaiting buses. He was visibly shaken.
Crowds of people snapped photos of the mangled landing gear.
Nothing brings people together like adversity. A group of us connected, joked about how close we came to death and chuckled about the day that lay ahead. We snickered at the long lineup (forty minutes) to collect our $15 meal vouchers — the ONLY support the airline offered during what would be an eight-hour sequestering in the Edmonton airport. During those eight hours, the airline would repeatedly contradict itself, tell passengers that head office was not providing the local staff with accurate or any information, and do little more than offer apology after apology. Re-booking flights had to be done through United Airline’s international phone number, not the ticketing/check-in desk. Staff was curt and seemed put out by the anxiety of all passengers of UA6204.
Around 3:15pmCT, a new aircraft arrived. According to our boarding passes, the flight was to have departed Edmonton at 2:00pmCT. We were told to hustle onto the plane because there was mere minutes left with the existing crew before FAA regulations required them to be grounded for their mandatory rest. We squeaked out.
Once in the air, the airline insisted on charging for drinks and offered no snacks. Most passengers on the flight hadn’t eaten for six-to-eight hours (since the $15 meal vouchers were issued).
We landed in Chicago around 8:30pmCT and a whole new confusion began. The plane drove around in circles for about twenty minutes looking for a gate in the same way most people drive around a parking lot looking for an available parking space. It was embarrassing, really.
I missed the entire first day of Third Coast and my Audio Doctor appointment (something I won in a lottery). Ground staff in Edmonton insisted their arms were tied by corporate head office which has no idea what their job is like. Customer Relations insisted that the ground staff was shirking its responsibilities and acted in direct contravention of corporate policies and procedures.
I spoke with about fifteen passengers, all of whom have sworn themselves off of United Airlines. I’m likely among them. I tried to appeal to UA noting that I’ve been a regular passenger on their airline over the last several years with significant travel on their airline over the last two months. United Airlines staff said everything short of “so what”.
Let’s be clear, there was little UA staff and management could do about the blown tire. However, there are countless ways they could have made the customer experience a positive one beginning with not overselling flights through to taking care of their customers under extenuating circumstances.
As a regular patron of United Airlines, I feel betrayed by their disinterest in their customers and the way in which the airline operates in disconnected silos. My experience is that they acted, at every opportunity, in a way that clearly demonstrates they have absolutely no interest in their passengers at all other than to bill them at every opportunity.
What’s up, United?
I’m hypoglycemic, eh?
(unfortunately, I couldn’t find that 22Minutes skit, but this one‘s a close second)
Comment by Andrea — October 11, 2008 @ 4:55 am
Sorry you had such a bad experience, Mark. Customer service on the big airlines has really taken a nosedive in recent years. I fly Southwest or JetBlue whenever I can these days, and I’ve taken to only going on trips if I REALLY have to go. It’s the beginning of a death spiral where the experience gets so bad that regular frequent travelers cut back on their trips (my business partner is cutting back, too), and then the airlines have fewer passengers, and they have to cut back on flights, and things just get worse.
I hope you at least get the hotel money back.
Comment by Jen Robinson — October 11, 2008 @ 1:31 pm
Overselling of seats is a fact of life. There’s a lot of folks who pay full fare – which can be exchanged for another flight for $100 or less – at the very last moment.
Airlines don’t try to bump passengers – this was not handled correctly – stick to it and escalate as needed to get your refunds.
Sorry about your experience – not pleasant. But try to remember the skills in the first landing – pretty impressive!
Comment by Curtis — October 11, 2008 @ 6:51 pm
You’re absolutely right, Curtis. The pilot made the difference in our being here right now. I spoke with him in around the 7-hour mark in the airport. He was really pleased that so many people were grateful for his landing and our safety.
United Airlines front-line staff and management/customer relations continue to contradict each other. They really seem to be embroiled in a hostile feud with each other and neither party is afraid to show that off to the public.
I forgot to mention, by the way, that, despite my challenge, they insisted on charging me another $15 to check my bag on the replacement flight to Chicago. Nicely done, United!
Comment by Mark — October 17, 2008 @ 10:31 am
[...] Mark’s near-death experience and United Airlines nightmare [...]
Pingback by Canadian Podcast Buffet » 116: London Free-Press, Podcast Fee-Press and Near-Death Experiences — October 18, 2008 @ 10:10 pm
I’ve stopped flying whenever I can get away with a phone call or a video conference. The only really positive airline experiences I had recently were a Porter Air flight from NYC to Toronto and several flights from and to Sault Saint Marie.
Comment by Andreas Duess — October 27, 2008 @ 10:46 pm
Hi Mark,
I am sorry to hear your story with United. I guess one thing may cheer you up is that at least they are quite consistent in the department of customer services. This morning, my wife and I just had similar experience with United.
When we were checking in and asked about the extra charge on our luggage, we were told that there is no time to be spent to go around for us. In addition, we were told either “take it or leave it” and “go somewhere else if we do not like United” (originally we booked our ticket from Air Canada but were directed to United as connecting flight). When we asked his name, we were called worst customers; even worse, he took off his jacket so that we could not get his last name. Later on, we found out through other agent that the person we talked to, Christopher Colcon, is actually the only supervisor there. No wonder, we can share a similar experience with United Airline.
“Good Luck” – just as Christopher told us at last when we told him that we would complain. Yes, “Good Luck” to all United air travelers, we really need it and their employees knows the best.
Gary
Comment by Gary — December 14, 2008 @ 8:22 am
Wow,I wish I checked this site out before!I came up from Costa Rica to Vancouver via Chicago First Class,had to over night in Chicago on the 22nd so I could connect on the 23rd up to Vancouver”$155.00 Hotel”I arrived 2 1/2 hours before my flight departed was checked in by a person who really seemed they would of rather been some where else,told me that they would asign my seat for me at the gate,now I arrived at the gate 3/4 of and hour prior to departure and was rudly told that they would call me up later to give me my seat number!5 minutes before the flight boarded they called my name and informed me that there was no seat available that the flight was over sold,I made this reservation on the 10th,after a strong conversation with the agent she gave me a seat in the back between 2 gorilla size guys for 4 3/4 hours and mentioned that it was someone elses seat that had”nt check in yet”sorry for stealing your seat Mr.”this was my worst experience with any Airline I have had in 35 years of travel!I just got off the phone with a supervisor whos name was Mili,after telling her my sad tale of woe and asking her how I could of done this better she could only say sorry sir thats way it is,well to me thats not just the way it is,you may have alot of business now but remember you”ll never have mine or my employees again!
Cheers Doug
Comment by Doug Lacey — February 24, 2009 @ 1:55 pm
[...] began on October 9 with a series of mishaps I documented on my blog. I submitted a claim to United on October 16. After two months of calling their Customer [...]
Pingback by United Airlines is withholding $1800 of my money | Mark Blevis — March 16, 2009 @ 5:00 pm
Just had a bad experience today. I suppose to be on morning international flight to Singapore through Chicago but that Chicago flight was cancelled. OK no sweat. Went to the counter, the agent wasnt very helpful, didnt say much, didnt even apologize, but whatever, they gave me another flight on the evening with another route to Singapore through Doha with United Express (washington) and after 6 hours of waiting at the airport, found out this flight was also CANCELLED. OMG. So ok, i went to the counter again, the next flight avail was on the next day. While booking for my ticket, the agent who was attending me seems want to hurry to get out from work (it was about 7 pm that time and there waasnt much customers left at the counter anymore). While he was on the phone talking to somebody, he passed the phone to this one guy and hurried home. So much for customer care!! And now this new agent, old angry looking guy, did booked me on the next flight. I politely asked for a hotel to stay for the night. And what did he said? Nope. Sorry we dont do that. I asked him why and he said, cannot do. And he just left. No freaking explanation or whatsoever. I was very very pissed off. Luckily there was this cool dude who came by and tried to explain it to me but i was very pissed off i didnt even bother to hear.
Definitely my LAST time on United Airlines.
p/s : This comment is so long i might as well put it as a separate blog post.
Comment by Hate United Airlines — March 21, 2009 @ 3:22 am
Our travel experience with United was worse than all of these put together, it would take many pages to elucidate. Basically, our 6 1/2 hour trip (2 airports) turned into 46 hours in 5 airports 12 customer service line ups(45 min to 1hr each) and over $3000.00 in my lost wages due to United’s over booking of all flights. The whole story, which started with mechanical problems has been sent to United, no response. I can only assume their mechanical service is as poor as their customer service. No doubt we will be hearing more about mechical incidents and accidents in the news in the future.
WE WILL NEVER FLY UNITED AGAIN
Comment by Darrell Smith — March 23, 2009 @ 8:25 am
I have also had a nightmare flight with United airlines,recently I travelled from Sydney Australia to Newark New Jersey, I make this trip every year, usually flying Air Tahiti or Qantas with no unpleasant issues, firstly I have to travel with extremely sensitive and expensive medication that must be kept refrigerated to remain viable, the steward refused my request to refrigerate this small package, this has never happened on ANY other airline, Stewards were rude any request was too much of a bother, seating was very cramped, PA system was so garbled that passengers could not hear any directions, on arrival in San Francisco the connecting flight to the East Coast was delayed by 3.5hrs, this was not a fault of UA but you would assume that when they have passengers who have been in transit for 14 hours prior that they would offer some comfort measures,this did not happen, when we eventually got loaded onto our flight we were informed that blankets and pillows were no longer provided
On arrival in New Jersey I was physically ill, I suffer with severe Rheumatoid Arthritis, my limbs were so swollen and painful I had difficulty walking, this was aggravated by the horrendous conditions on this flight and now I find that the medication is useless, I went to see a doctor in the US and was informed to replace my medication here would cost $1600.00 for 4 doses
I made a written complaint to customer services, the response has been useless, offering a voucher for future travel within the US, firstly I am visiting here and why would I ever subject myself to flying with United Airlines again
Comment by Marilyn Hilder — July 8, 2009 @ 8:27 pm
If you can avoid ANY American airline company, do so. They suck, they suck real bad. Airlines from Asia or even 3rd world countries offer much superior service. Unfortunately when it comes to domestic flights within the US…you are stuck with choosing from the lesser evil. Looks like United is the worst….avoid them in anyway you can…unless you really have no choice. Why fly with an airline that gives you the finger?
Comment by Bob — July 10, 2009 @ 6:06 pm
[...] October I wrote about a terrible experience I had with United Airlines (see United Airlines nightmare). The post was less about an emergency landing and more about a culture of company-first, lack of [...]
Pingback by Will United Airlines become a customer-first airline? | Mark Blevis — July 13, 2009 @ 7:24 am
My father was a United Airlines million miler but today’s United is probably good as dead. I’ll never make another United reservation anywhere after what we went through the last 2 days with United. As of this writing United has a policy of regularly selling tickets on many more flights then it ever actually intends to fly in any one day. Simply look at the number of flights that United sells and the number that actually fly. They are bold face liars.
Our saga begins with a 4am call from United that my daughter doesn’t get because she’s asleep (typical freshman in college… not enough sleep)… telling her that her 10am flight is now leaving at 8am. She wakes up at 7am and cannot make an 8am flight from where she is at..
I understand from the United flight agent that her flight was simply canceled for no reason other than a United decision to consolidate flights. This decision needs to be made before 4am the night before a flight is to depart at 8am.
United reroutes her to Dallas Fort Worth but she can’t get out of DFW because the United flight 723 is also canceled for no other reason than consolidation of flights. It never leaves.
So, United reroutes her through Austin, Texas but her AA flight is late and the United flight leaves without her. The next day my daughter flies to Denver and waits as one flight to Colorado Springs after another is canceled.
One six hour flight turns into 36 hours plus.
IN addition, noone is at United desk, no United employee meets the 5:50 pm flight, and no one in bagage claim on a Saturday night. United won’t give me the number of anyone in Austin…. policy. When I call to ask for a voucher the United agent tells me that she simply won’t help in any way. That only local agents can help and hand out vouchers. I still haven’t heard from their customer relations email people.
Ultimately, I wasted my entire Saturday trying to deal with United over the phone. My daughter does not make it home for over 36 hours and we are left with additional baggage, hotel, and meal expenses that United refuses to help with (so far but appeal to reason has not worked to this point).
I am appalled by the way I and my daughter have been treated by United. Does the FAA care?
United systematically lies to consumers. Anyone who flies United now does so their own risk. United appears to be at a breaking point both in their customer relations and in plain common sense.
Comment by Russ — August 2, 2009 @ 10:53 am
I would just love to know how you even Emailed the Customer Relations Dept.!! I went to the correct web page and found out the address did’nt exist.
Comment by meredith — August 10, 2009 @ 8:52 pm
I never emailed them. You have to pick up the phone and have patience… lots of patience. It’s like the stories about insurance companies. You have to soldier through a barrage of denials and empty apologies until they finally give their head a shake and listen to you. Eventually, you will reach someone — and by reach I mean someone will understand you and will actually help you. Plan on three months as a start.
Comment by Mark — August 10, 2009 @ 9:23 pm
I had the same bad experience on a fligth out SFO to Hong Kong March 31, 2009. After sitting on the plane for more than an hour, we were told to get off the plane and to come back in a couple of hours. 30 minutes before we were supposed to take off, I returned to the gate and was yelled by the attendants for being late!!! Then we sat for another 2 hours on the plane, and was told that the plane could not fly out that day afterall. The attendants ordered everyone out. Back at the gate, the attendants told us to go home and come back to the airport the next morning, “No one is allowed to sleep in the airport.” I went to the counter and asked if they can switch me to another airline because I had an important appointment. Without consideration, the staff told me “there’s no other flight, and there’s nothing we can do”.
I stood there for a long time speechless. She finally asked me “what do you want?” I told her I need a room to stay. So she reluctantly gave me a hotel voucher. To make the long story short, their service was horrible. Do not fly United if you can help it.
Comment by jessie — October 5, 2009 @ 12:41 am
I just had my own United nightmare. Went to Las Vegas to see my son get married. Actually only made it on 1 of the 4 flights I was booked for for there & retuen & that one was late & kept us sitting on the tarmac for an hour. I had to sit in McCarren for 11 hours to get home,arriving a day later. They ruined my weekend & when I try to e-mail their customer service it comes back as undeliverable
Comment by Sylvia Ratzke — October 14, 2009 @ 11:06 am
Yeah, I used to have a huge thing for United. I like their flights since they’re cushier for a big guy like me and my boss uses them all the time. So when I go out with him I can hang in the VP lounge. But the last time I went to the airport they had me booked for an 8am out of LAX to Hartford CT. We get there, go to check in and POOF no flight. It’s been canceled with no reason for it.
It’s kind of sad because me and the two guys I was with for this business meeting all were like “what do we do now?” So I called over one of the ladies there and she busted her butt to help us out. Got me a flight with AA for 2pm (six hour wait sucks but it’s better than the 10am the NEXT DAY United tried to give me without figuring in my layover), got another guy a flight for 11:30am and the last guy a flight that left in 40 minutes, walking him through security and everything.
So A+ for the ladies on the ground crew if you ask them the right questions. F- to United you b******s.
Comment by Daniel Acaba — November 24, 2009 @ 7:52 am
Overselling of seats is a fact of life. There's a lot of folks who pay full fare – which can be exchanged for another flight for $100 or less – at the very last moment.
Airlines don't try to bump passengers – this was not handled correctly – stick to it and escalate as needed to get your refunds.
Sorry about your experience – not pleasant. But try to remember the skills in the first landing – pretty impressive!
Comment by Curtis — December 31, 2009 @ 3:05 am
This isn't as bad, but for me, it's bad enough:
I arrived at LAX for flight 163 to Honolulu on June 14 at least two hours before the scheduled departure. Yet my bag has been lost. It is now 24 hours since I put my bag in the care of United, and no one knows where it is.
United's bag tracking website continues to say United has no idea where it is. When I call the lost bag office number, I get Manila. When I call customer service, I get India. In both cases, the United reps use false names, their accent is so heavy and the telephonic connection so unclear, they are hard to understand. The most I got out of the lost bag unit yesterday, from a rep who said his name is Cepak Adav, was that there were no more flights that afternoon from LAX to HNL — which was absolutely untrue since there were at least three more flights from LAX to HNL on the afternoon of the 14th.
So here I sit, my bag — which contains important documents as well as dirty clothes — is God knows where. And United appears to have done little to get it back to me.
Comment by HA Sample — June 15, 2010 @ 4:32 pm
Just last night Wednesday June 16, 2010, my 3 year old daughter (who probrably has ADHD but is too young to be diagnosed) & I left Norfolk Virginia to go home to Buffalo New York and it was a nightmare. Starting in Norfolk for some unkown reason I decided not pay $25 to check my bag at the ticket counter, instead I decided to just check it while getting on the plane, which you are allowed one when getting on the airplane. On the numerous previous occasions that I've flown you have always given the bag to the attendant at the end of the breezeway accross from the airplane door. Well there was a man on a cell phone in a plain white buttoned shirt that said crew member standing at that very spot that turned his back to me and waved me off when I asked what I do with my luggage. So I managed to shove the luggage under my daughter's and my seat in which I end up getting into and arguement with the flight attendant about the luggage under the seat.
Next while in Dulles Washington for the lay over, the plane that we were supposed to get on in 40 minutes just left as I landed, to go to Farmington Alabama and back.The United announcer at the gate was extremely rude and was acting like a tyrunt telling people over the loud speaker to shut up and listen because he was only going to make this announcment once and if anyone missed it too bad, now mind you there were six flights waiting at this terminal to leave, which meant hundreds of people. He wouldn't speak to anyone if they had questions, several times over the speaker he told people to back away from his podium. My flight was delayed numerous times after almost 4 hours our flight was completly taken off the departure screen. Now it's about 12:30 in the morning, everything is closed, I'm with a 3 year old and I need to know what's going on & if I need to get a hotel room. I was told by an employee to go to to man who is screaming at everyone. He sees me coming and tells me over the speaker not to approach his podium and to sit down and wait, well I dont listen because I'm fed up with his attitude and I need to know what is happening. We end up getting into and arguement because of his aggressive behavior and I will not back down. He States I'm “not getting on the plane no matter what” . I flip him the bird (which I know was not apprpriate but I had enough) and go to the front United customer service to get a refund, then I was going to get a hotel room and get a different airline flight home in the am or drive home. I didn't care what I had go through to get home, I was not going to be treated that way! While in line one of the “managers” pulls me out of line and says the tyrunt (as I call him) did that because I was complaining the entire time, at that point I just about had nervous breakdown because for almost 3 hours of the wait time I was at a restauraunt with my daughter until they closed and kicked us out. After I complained to the “manager” about the “tyrunts” treatment and other passengers came to my defense. I also complained that we been sitting here for hours and everything is closed with nothing to drink or eat, they pulled out cases of bottled water and granola bars, where was this stuff prior to me complaining! I was personally escorted onto the plane first and was told the “tyrunt” was sent home early and an official complaint will be issued. WHICH I HIGHLY DOUBT WILL HAPPEN.
Comment by Renee Rudolph — June 17, 2010 @ 10:24 pm
The pilot knew the tire was blown via cockpit indicator. He also knew the how likely it was to blow the remaining tire – hence the soft landing. It was nice of him to lie through his teeth so that potentially your last few minutes on Earth would be less stressful. His anxiety after landing was based on his fear that another pilot would break his nose for not doing a proper walk-around before taking off.
Comment by jack_k1 — August 3, 2010 @ 8:50 pm