I just got a call back, the agent said she brought my case up at their meeting, and that the consensus was that alcohol is catered in Denver with the expectation of normal consumption. If the passengers consume all of the alcohol before the return flight, it is outside of their control, and not something for which they can offer a gesture of goodwill.
I mentioned the story here about a person getting compensation for being served coffee in a foam cup. And that if a person getting foam instead of ceramic is deserving of compensation, than how is a service such as alcohol which is expected in F, not?
She replied that UA provides safe transport, and that is the only service I pay for, and that an airplane is not a bar.
I again asked why the cup would be worth compensation, but a catering issue not worth compensation. She said that the agent who got that question has the authority to give compensation, and that their service manual says that a foam cup in F, when a full fair ticket is purchased, should get compensation, however the agent who got my question believes that alcohol consumption is a problem and that it should not be rewarded. And that missing alcohol is not in the service manual.
I said how does alcohol consumption and an agents personal believes have anything to do with this that it is a service issue. She said that that the agent she supervises has the choice on what to compensate and believes that alcohol consumption is inappropriate, and has assigned all of my e-mails to her, and reviewed my history, and sees that I have received 2 $200 certificates this year, and that they can't keep giving these out to me, as they will lose money.
I mentioned that I am not making up things to get money, I have only e-mailed about legitimate issues. She said that I am clearly just after money and that it would be wrong to reward that, and that all of my future e-mailers will be directed to her agent to screen them.
I said if this is how United treats its 1K customers, then I will talk to my corporate travel agent about changing airlines. She immediately brought up my corporate agents name, and said she would be talking to them too.
I am shocked. Has anyone else experienced this? I really feel that missing alcohol is deserving of some sort of compensation, especially when paying for F, and/or upgrading. I am even more shocked about them talking down to me, and acting like I am some sort of problem in Unites side.
United PR, are you out there? Is this the way to treat customers? Is this some new directive?
Originally Posted by
emanon256
After receiving the second e-mail, I replyed saying:
Please forward this on to a supervisor who can address this issue further.
I have made complaints to the flight attendants every time, and every time have not been able to receive liquor or wine. And yes, no ice this time. So I do not know why this was not reported. I also asked for a sky kit and was refused one. I see this as a serious service issue, and 1. will no longer book flights on UA out of EWR, 2. Will no longer even purchase a first class ticket on UA, and 3. Still request a partial refund or compensation of some sort, I have already requested twice and my request has been completely ignored. As I have stated, I paid for a service, and did not receive it.
If liquor is not catered in EWR, and is added in DEN, then more should be added in DEN to prevent this from happening. I also mentioned that on UA7181 from IAD-JFK on 15-Nov also had no ice. I feel that UA service is suddenly dropping and this is not acceptable.
Almost immediately after sending, I got a phone call from United. The person who called said she works for Customer Relations, and that this was the first time she heard of a station not catering liquor. She said that she talked to her supervisor and that all compensation request have to go through approval by the customer service team at their weekly meeting, and that she printed my e-mail and will bring it up at next weeks meeting, and will call me with the result.
This is the strangest thing I have ever heard.