Originally Posted by
caljn
Perhaps it is blind loyalty, having been a United customer about 12 years now...including a few years in the pre-merger that were precarious, but I don't get a lot of the hate. I've had a few problems over the years but for the most part things run remarkably smoothly.
(though my peeve is unavailable gates at an on time arrival, that happens more than it should.)
I frankly don't care about IFE options, as I prefer to read. I'm seated in E+ on the aisle so that's fairly comfortable and the planes, for the most part, have retained the famous CO clean. Thankfully.
And I thought the new safety video was well done, even having viewed it countless time already.
I have flown on United twice.
First, I missed a connection due to a plane problem and was delayed 16 hours overnight in SFO. That's fine. It happens. They told me and all the other passengers they were out of vouchers but we'd be reimbursed for hotel and the taxi there and back. I asked how much for a hotel. She said anything reasonable. I find the only room I can after calling 10+ hotels, $100 for the night. We wait for our bags. Don't come. After an hour (12 am now) I ask. Somebody goes to check. 45 minutes later they haven't returned. Ask another person, they tell me the first person went home for the night. So they go check. Can't find my bag. Eventually they find it.
Then I submit my reimbursement request. Flat out refused. They tell me the agent didn't have authority to offer me a reimbursement. Sorry buddy. Speak to a manager. Same thing. Email CEO, get an email offering 500 dollars flight credit. Great. I'm annoyed but it was handled and 500 credit is better than 100 cash.
One year later and my second time. Use the 500 to fly to maui. On the way home checking in for a red eye, I mention how tired I am. I'm offered a first class seat for 199/person that "virtually folds flat." Sure, I'll take two. I have a six hour drive when I land. Board the plane and take our seats. They sat my wife and I in seperate rows. Whatever, we are sleeping anyway. But the kicker? Neither of our seats recline. They are flush against the wall of the bathroom, kitchen, first class divider area. Zero recline. Literally none. So I paid 400 dollars to be in a seat that reclines less than coach. Complain. Refused. Complain refused. Told my seat did recline and that I'm lying or mistaken. CEO email, offered $150. Fine. Whatever. [removed Coupon Connection -- for which op not qualified -- material] I'm not flying United again (then again I joined the foreign service, so I'm sure ill experience united international. I'll keep an open mind).
Those are the only two times I've had to complain to an airline, or any company as far as I know. I'm ok with delays. I'm patient. It happens.