We have an outrageous story about mistreatment by United Airlines and we thought it might interest you.
My husband and I were flying from Houston to Albany, NY on December 22nd with a connection in Newark.
Leaving Houston our flight was delayed for about 5 hours due to mechanical issues with the plane, and we had to change planes so we were easily going to miss our connection in Newark.
We spoke to multiple United Agents in Houston and were told that our bags would be waiting for us at the baggage claim in Newark since we will have missed our connection. When we landed in Newark we asked the gate agent how we should rebook and if we could get our bags at the baggage claim. The agent, who did not even look at us, told us to go to the main counter to rebook and go to baggage claim for our bags.
We went to the main counter a couple of times and there were no attendants there. When our bags did not come off the carousel we went to the Baggage Service line. At this point it was around 11:15 PM and were told that our bags were in Newark but that they would not be released to us.
The reason given was that the bags were in a room that only a few people had the key to and those people had left at 10:30PM and there was no possible way for us to get our bags, which is completely unacceptable that not one person in the airport had access to this room. I am currently 7 months pregnant and some of my medication pertaining to my pregnancy was in my checked bag (due to the size of the medication and some of it being liquid we checked the medication).
Even with us pleading with the agents, not one person attempted to get our bags or even think of a way to get our bags (let alone an offer of water, or a chair, or a tissue, for this 7 month crying pregnant woman). We were told that the bags would go to Albany and "might" be delivered to us if we weren't staying too far away from the airport. There was an elderly man there who was diabetic and his insulin was in his checked bag and he was also denied his bags.
So United was withholding medication and personal property from a pregnant woman and an elderly diabetic man. I don't think that's the public relations message United would want to convey during Christmas time. Not one person was helped us with rebooking our flight and we were not given a voucher or any assistance getting a hotel room, so we decided to rent a car and drive the 3 hours to our final destination.
We received our bags 11:30PM the following night. Since United did not pay for our hotel and did not help us rebook, United will need to reimburse us for the rental car and the Newark to Albany flight, however, they have seemed rather wishy-washy so far with regards to what they will offer us and will not even speak to us about reimbursement until we return back to Houston. This entire situation seems rather outrageous to us, we are assuming others would agree!
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Quote:
Originally Posted by mjpourpak
Hello,
We have an outrageous story about mistreatment by United Airlines and we thought it might interest you.
My husband and I were flying from Houston to Albany, NY on December 22nd with a connection in Newark. Leaving Houston our flight was delayed for about 5 hours due to mechanical issues with the plane, and we had to change planes so we were easily going to miss our connection in Newark. We spoke to multiple United Agents in Houston and were told that our bags would be waiting for us at the baggage claim in Newark since we will have missed our connection. When we landed in Newark we asked the gate agent how we should rebook and if we could get our bags at the baggage claim. The agent, who did not even look at us, told us to go to the main counter to rebook and go to baggage claim for our bags. We went to the main counter a couple of times and there were no attendants there. When our bags did not come off the carousel we went to the Baggage Service line. At this point it was around 11:15 PM and were told that our bags were in Newark but that they would not be released to us.The reason given was that the bags were in a room that only a few people had the key to and those people had left at 10:30PM and there was no possible way for us to get our bags, which is completely unacceptable that not one person in the airport had access to this room. I am currently 7 months pregnant and some of my medication pertaining to my pregnancy was in my checked bag (due to the size of the medication and some of it being liquid we checked the medication). Even with us pleading with the agents, not one person attempted to get our bags or even think of a way to get our bags (let alone an offer of water, or a chair, or a tissue, for this 7 month crying pregnant woman). We were told that the bags would go to Albany and "might" be delivered to us if we weren't staying too far away from the airport. There was an elderly man there who was diabetic and his insulin was in his checked bag and he was also denied his bags. So United was withholding medication and personal property from a pregnant woman and an elderly diabetic man. I don't think that's the public relations message United would want to convey during Christmas time. Not one person was helped us with rebooking our flight and we were not given a voucher or any assitance getting a hotel room, so we decided to rent a car and drive the 3 hours to our final destination. We received our bags 11:30PM the following night. Since United did not pay for our hotel and did not help us rebook, United will need to reimburse us for the rental car and the Newark to Albany flight, however, they have seemed rather wishy-washy so far with regards to what they will offer us and will not even speak to us about reimbursement until we return back to Houston. This entire situation seems rather outrageous to us, we are assuming others would agree!
A few things:
Unfortunately it was your mistake for checking medication. That's a big no no, and the 3oz rule is waived in these situations if you need to carry it on. Even if you didn't know this, you should have placed a small amount of medication in your carry on for these situations.
The baggage story sounds weird, especially for a large hub like EWR, but not particularly outrageous from what I could reasonably imagine.
Bottom line if you missed your connection due to mechanical reasons, and they couldn't get you on a flight that night, you are entitled to a free hotel and meal vouchers.
You chose to rent a car on your own accord. That seems reasonable but complicates things. Had you not been able to locate an agent for hotel vouchers, you could have purchased the room and sent UA the bill. After a lot of pain and argument, I'm sure they would have paid you back. If the car rental was less than the price of a hotel, you might be able to get something from them.
You are not, IMHO, entitled to reimbursement for the last leg of the flight, since you made the decision to abandon it.
Besides the car rental which you can try to collect on, you may get some points for the trouble if you ask.
You MAY get UA to reimburse for the car, but suggest you refrain from the hysterical language and simply point out to UA it is cheaper than your flight or a hotel. While it is very important to you, your being pregnant is not an issue here.
They need to deliver your luggage no matter where you are.
Oh, by the way, OP, you should double or triple check to make sure your return flights have not been cancelled after you missed the EWR to ALB leg of your flight.
1. Delay was due to MX. Means that OP was entitled to hotel + meals and presumably rebook in the AM.
2. While it is rare, UA and other carriers will occasionally authorize reimbursement for a rental. While you may think that it is cheaper than a hotel, it often is not and there are liability issues involved. In any event, if you did not have a commitment for a rental, you can submit the invoice, but do not expect the reimbursement.
3. As to the baggage security issue, this is common practice even at major hubs. There is simply no reason to pay a senior supervisor to stay on duty against the remote possibility that someone actually checks their meds given that there are express warnings against checking valuables & medications. Unless the meds exceeded the size of an allowable carryon (which I find hard to imagine) this is simply a non-issue. As to the other pax who checked his insulin, that's particularly silly because one could fit a 10-year supply of insulin in the typical carry-on (maybe exagerating a bit).
4. Others have noted, but let me repeat that if you skipped the xEWR segment, your entire itinerary was likely cancelled. You should call UA ASAP and explain what you did and why it ought to be reinstated. Keep the hystrionics from your post out of the conversation. UA is not obligated to reinstate and you are dependent on a clear & concise explanation.
You are due no compensation. However, as a matter of CS, it is possible that UA decides to reimburse the car rental and throw a few miles your way.
All pax need to be prepared for IRROPS. It happens. This is all the more true if you have medical needs.
We have an outrageous story about mistreatment by United Airlines and we thought it might interest you.
My husband and I were flying from Houston to Albany, NY on December 22nd with a connection in Newark.
Leaving Houston our flight was delayed for about 5 hours due to mechanical issues with the plane, and we had to change planes so we were easily going to miss our connection in Newark.
We spoke to multiple United Agents in Houston and were told that our bags would be waiting for us at the baggage claim in Newark since we will have missed our connection. When we landed in Newark we asked the gate agent how we should rebook and if we could get our bags at the baggage claim. The agent, who did not even look at us, told us to go to the main counter to rebook and go to baggage claim for our bags.
We went to the main counter a couple of times and there were no attendants there. When our bags did not come off the carousel we went to the Baggage Service line. At this point it was around 11:15 PM and were told that our bags were in Newark but that they would not be released to us.
The reason given was that the bags were in a room that only a few people had the key to and those people had left at 10:30PM and there was no possible way for us to get our bags, which is completely unacceptable that not one person in the airport had access to this room. I am currently 7 months pregnant and some of my medication pertaining to my pregnancy was in my checked bag (due to the size of the medication and some of it being liquid we checked the medication).
Even with us pleading with the agents, not one person attempted to get our bags or even think of a way to get our bags (let alone an offer of water, or a chair, or a tissue, for this 7 month crying pregnant woman). We were told that the bags would go to Albany and "might" be delivered to us if we weren't staying too far away from the airport. There was an elderly man there who was diabetic and his insulin was in his checked bag and he was also denied his bags.
So United was withholding medication and personal property from a pregnant woman and an elderly diabetic man. I don't think that's the public relations message United would want to convey during Christmas time. Not one person was helped us with rebooking our flight and we were not given a voucher or any assistance getting a hotel room, so we decided to rent a car and drive the 3 hours to our final destination.
We received our bags 11:30PM the following night. Since United did not pay for our hotel and did not help us rebook, United will need to reimburse us for the rental car and the Newark to Albany flight, however, they have seemed rather wishy-washy so far with regards to what they will offer us and will not even speak to us about reimbursement until we return back to Houston. This entire situation seems rather outrageous to us, we are assuming others would agree!
I think forks are being way to harsh. I seriously doubt the OP flies 100K miles per year, or knows all of the ropes. I guess your response is that since UA had a 5 HOUR MX at a hub, that that gives them the full right, privilege (and as we all know) and expectation of the run around show UA calls customer service.
When a flight arrives 5 hours late, the least UA can do is have someone meet it. And to have a 7 month pregnant woman run around because UA can't get anyone to help them. Come on.
She certainly could write the Conde Nast Ombudsman, try to interest her local TV station. That UA would put itself into the zone for any kind of "UA screws over 7 month pregnant woman" stories is just mind blowing.
Anyway, OP:
(1) can't overemphasize the need to call UA about the return. They likely cancelled it as they have a computer system from the 1980s. FIX THAT OR YOUR TROUBLES HAVE JUST BEGAIN.
(2) write customer services, explain the lack of service, no hotel, no one would rebook you, etc. Ask them to pay for the rental car, and compensation for your aggravation as a result of their MX, and inability at a hub to provide ANY SERVICE.
(3) if they don't get back to you within two weeks, then file a complaint with the Government, its about the only thing that gets their attention. Form is here: http://airconsumer.dot.gov/CP_AirlineService.htm
good luck, and reread (1)...
[and p.s. is it a boy or girl? congrads! ]
Last edited by iluv2fly; Dec 27, 12 at 5:24 am..
Reason: language
Programs: SPG(PLT), Hyatt(Platinum), Hertz(5*), UA(1K), AA (EXP), Amtrak(S+)
Posts: 994
Quote:
Originally Posted by spin88
I think forks are being way to harsh. I seriously doubt the OP flies 100K miles per year, or knows all of the ropes. I guess your response is that since UA had a 5 HOUR MX at a hub, that that gives them the full right, privilege (and as we all know) and expectation of the run around show UA calls customer service.
When a flight arrives 5 hours late, the least UA can do is have someone meet it. And to have a 7 month pregnant woman run around because UA can't get anyone to help them. Come on.
She certainly could write the Conde Nast Ombudsman, try to interest her local TV station. That UA would put itself into the zone for any kind of "UA screws over 7 month pregnant woman" stories is just mind blowing.
Anyway, OP:
(1) can't overemphasize the need to call UA about the return. They likely cancelled it as they have a computer system from the 1980s. FIX THAT OR YOUR TROUBLES HAVE JUST BEGAIN.
(2) write customer services, explain the lack of service, no hotel, no one would rebook you, etc. Ask them to pay for the rental car, and compensation for your aggravation as a result of their MX, and inability at a hub to provide ANY SERVICE.
(3) if they don't get back to you within two weeks, then file a complaint with the Government, its about the only thing that gets their attention. Form is here: http://airconsumer.dot.gov/CP_AirlineService.htm
good luck, and reread (1)...
[and p.s. is it a boy or girl? congrads! ]
+1
i understand people who who say that the rules weren't followed, etc.
i guess what gets me and where i agree on the OP is really the conduct of the staff. there's a difference between "i want to help but the rules don't allow this" versus "i am not interested." these folks are still in a customer facing service position, they need to act like it.
of course then again being EWR based none of this surprises me.
Programs: AA EXP 3.2MM, over entitled UA 1.1MM, enjoying the retired life
Posts: 24,849
Quote:
Originally Posted by mjpourpak
We have an outrageous story about mistreatment by United Airlines and we thought it might interest you.
Welcome to FlyerTalk
Quote:
Originally Posted by mjpourpak
Not one person was helped us with rebooking our flight and we were not given a voucher or any assistance getting a hotel room, so we decided to rent a car and drive the 3 hours to our final destination.
Does this include reservations personnel that are reached by telephone at the 800#? Did you attempt to rebook with them when you could not locate anyone at the airport to assist you?
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Welcome to FT. Sorry to hear about your problems. General advice - what other people said.
1. Don't ever check meds.
Imagine what would happen if your baggage was lost? You'd be calling your doc asking him to contact another doc who can write prescription in-state and then fill it somewhere. It is simply a nightmare. So, don't ever check meds. Also, putting insulin into checked baggage . . . bad idea. That's like putting the first aid kit into storage - completely defeats the purpose.
2. If you cannot locate a desk agent, pick up the courtesy phone in the CS desk area and you'll be connected to the telephone CS - it is open 24/7 for all major carriers.
You'd likely get an agent who speaks poor English, can't understand you very well, and doesn't know what he's doing - thank "globalisation" and outsourcing. But after pushing and pleading, he'd probably rebook you on a morning flight.
3. Ask for a hotel voucher. If they don't give you one, book a hotel, write a letter to CS asking to reimburse expenses and submit receipts.
Likely, this won't work - the agent will try to lie to you that the airline doesn't have to accommodate you because the reason for delay is weather-related. Check flight status on flightstats.com to find out the "official" version why the flight was delayed. If it says weather-related, you're out of luck and will have to pay for Ritz-Carlton yourself. If it says MX, tell the agent that the reason for the delay was MX and ask again for the vouchers. If the answer is still no, thank them, book the hotel, and file a complain with the DOT later.
4. Call CS and make sure the remaining segments weren't cancelled.
If they try to say they cannot help you, tell them that getting a rental car was absolutely necessary because you were denied access to your luggage that had essential meds / clothes so you had to drive home / to a pharmacy. You're on a shaky ground there because it seems that you abandoned the itinerary without trying to rebook.
5. Don't go to the press yet.
Write a letter to CS, keep it brief, stick to the facts, and be very clear about what you want them to do - say, reimburse rental car expenses and give you 10k miles for lack of CS at EWR. There is a small chance that they'll do what you ask. If you get an unfavorable response, and are still upset, then go to the press, social media, and raise hell.
Twitter it? For medication I would never check that...not one bit but oh well. That is how it is. If you go in with a since of entitlement and demanding you know what they will do? Push it off and keep doing that until you get frustrated and more hysterical and laugh.
Programs: RA, UA 1k, Marriott Plat, Hyatt Plat, SPG Gold
Posts: 222
Quote:
Originally Posted by spin88
I think forks are being way to harsh. I seriously doubt the OP flies 100K miles per year, or knows all of the ropes. I guess your response is that since UA had a 5 HOUR MX at a hub, that that gives them the full right, privilege (and as we all know) and expectation of the run around show UA calls customer service.
When a flight arrives 5 hours late, the least UA can do is have someone meet it. And to have a 7 month pregnant woman run around because UA can't get anyone to help them. Come on.
Agree. OP was trying to inform us of her experience. Considering some of the other ridiculous rants on this board, this is a perfectly reasonable situation to raise for discussion. Moreover, she's right! She flew into a hub 5 HOURS LATE! It is not an unreasonable expectation for there to be appropriate personnel to meet the flight and assist travelers.
As to the other medication issues and such....OP this group has already provided sage advice. Don't check meds. Call UA immediately to make sure your return has not been cancelled.
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Welcome to FT
Every airline in known existence will tell you not to check meds. There are TSA exemptions for medication that exceeds the 3.4 oz rule and such, so there was no reason for you to check your bag. That being said, UA should have put up in a Hotel and given you meal vouchers for your unintended stay in Newark, NJ.
The hotel voucher for mechanical delays thing is not well known by many passengers, ime, and a lot of agents try to weasel out of it (I've had this experience with UA at EWR and IAD - LGA has been ok about it, again in my experience). It sometimes takes some coaxing and convincing to get them to give out the hotel vouchers, so persistence is key. Shouldn't be, but it is.
I've had similar experiences on US at CLT (twice) and they've always been very willing to hand out hotel vouchers, although it was to the ramada, which is a real hole. The second time, I took their offer of a subsidized rate at the courtyard, and was glad for it.
It's a little unclear if this was a roundtrip ticket, and if you were on your outbound flight. If this is the case, would highly suggest you take advice given and call UA immediately to deal with the fact that since you skipped the last leg of your outbound flight, your return was probably cancelled. This should be the biggest concern you have; not getting paid for a rental car.
Also, you may bring liquid medication through security, even if it's over 3.4 oz. Never, ever, ever check anything that you really need, such as medication.
For the future, when you know you will miss a connection, call UA immediately and ask them to protect you on a new flight. It is not clear to me why none of the agents with whom you spoke at IAH discussed this with you. I actually find it very difficult to believe that "United did not help us rebook". I think you simply did not use your phone. I am also very curious if you were booked on a flight the next morning.
The diabetic man and your pregnancy are really irrelevant to this story. I also think UA could care less about "negative" publicity. Good luck. Hope you can sort out your return trip.
Outrageous treatment from United.
