Originally Posted by
zrs70
I hope you haven't sent this yet...
It pains me to have to write that I will be looking for another airline with which to conduct my and my companies business. "Company's."
Damn American public school education (and lack of spell check to flag that)
2) Moving of your call center to India, and the complete and total lack of any training they have. While the call center is frustrating, it's best to refrain from blanket statement. They obviously have some, even if minimal training.
In this case I believe a blanket statement is valid. I have yet to have an excellent call with an ICC agent.
Everything must go 'by the book', and every decision requires a phone call, or being put on hold for 10-15 minutes.
Again, try not to use a blanket statement in your letter.
This is what I have seen lately. I have yet to have an encounter with a UA employee in the last year that wasnt "is this plane on time" that did not require at least 2 people.
4) The lack of untied.com to handle ... Was this on purpose?
No, but it kinda works.
Also, I accepted a refund for a canceled Y ticket to Europe in the form of vouchers due to the fact that I frequently travel, and I thought it would be easy to use the credit for future flights. Now to book flights with these credits, I am required to drive 45 minutes to either LGA or JFK, pay for parking, wait on line behind what is usually many frustrated travelers rescheduling flights to talk to a ticketing agent who more often than not is unfamiliar with how to ticket reservations using vouchers. I have yet to have a reservation made using vouchers that has taken less than 45 minutes, either at LGA, JFK or ORD. Some have taken more than 3 hours. Even though my voucher was credit for travel on a code-share flight (LH), restrictions were put on the voucher to only allow travel on UA owned metal, elimitinating most of my availability to most cities without paying more than if I just booked direct with United due to connections that would be required to keep the flight on UA metal. For example, when I wished to travel to Pittsburgh, United code shared a flight with US Air that went LGA to PIT directly. If I wished to use my voucher, I needed to travel 5 more hours via either ORD or IAD. Needless to say, I have now taken to 'wasting' some of my vouchers value just to use it and be done with the problem. It would be great if UA could do this electronically. It's a peeve of mine as well. Still, you can mail the vouchers in rather than going to the airport. Further, if you do need to go to the airport, call UA first to make sure all the i's are dotted and the t's crossed before you get to the airport.
If you mail the voucher, its YOUR responsibility to make sure it gets there on time, and even gets there at all. Plus, I book days in advance alot, where TBM is not possible.
5) Airlines such as Virgin America, JetBlue, Delta, Continental and even American have made investments in their domestic fleets, either by promising to install internet access for passengers, or by installing personal TV systems for the customers entertainment. The only move I have seen by United is making many of the laptop power jacks inoperative. Well, United so slowly putting in new seats in international F/C. But your point is well taken.
There are many other issues I have with United, but the announcements you made this week were the straw that broke the camels back for me. "camel's."
I sure the camel wont mind. :-)