Horrible UA ground service ex-NZ 8
Feb 25, 2019, 1:02 pm
#1
Original Poster
Join Date: Aug 2009
Location: NZ
Programs: NZ*E, QF-G, EK-P
Posts: 605
Horrible UA ground service ex-NZ 8
More a vent really. There are a number of cancellations ex-SFO today. My flight was cancelled. NZ 0800 number couldn’t rebook me and said go to United - so far so good. All UA staff I encountered were hostile, despite my best attempts at smiling and being really nice - except the cleaner who kept winking at me and trying to make me laugh the angrier they got!. They rebooked me onto a first flight tomorrow as today’s flights full. No problem to me as a day early. Asked which hotel they were putting me up in and how to get there and both agent and her supervisor exploded about not being their responsibility and being my responsibility and travel insurance - i have insurance, so no problem, but previously Airline has always organised in situations like this. I gave up rang NZ back. They said would sort 10 minutes later United had a seat on the later ‘full’ flight today - guess decided it was cheaper! I suppose my main whinge is I have seriously never encountered this level of rudeness before from an airline.
Feel better now!!
Feel better now!!
Last edited by bce1; Feb 25, 2019 at 2:02 pm Reason: grammer
Feb 25, 2019, 1:16 pm
#2
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Join Date: Aug 2010
Location: DCA
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Posts: 50,262
If the UA agents were all rude, that is intolerable and you ought to complain, providing specifics.
But, you are completely wrong about the hotel. UA is only obligated to provide one if the overnight delay is caused by something within UA's control. The weather is not.
Glad that your ticketing carrier was able to find space for you, but you may be absolutely assured that UA was never going to provide for your hotel.
But, you are completely wrong about the hotel. UA is only obligated to provide one if the overnight delay is caused by something within UA's control. The weather is not.
Glad that your ticketing carrier was able to find space for you, but you may be absolutely assured that UA was never going to provide for your hotel.
Feb 25, 2019, 1:55 pm
#3
Original Poster
Join Date: Aug 2009
Location: NZ
Programs: NZ*E, QF-G, EK-P
Posts: 605
Interesting as I have had 2 weather interrupts on International tickets in last 6 months - both on NZ tickets - one in US at IAH and one Auckland - on both occasions hotel and food arranged by NZ. I thought in middle of a multi-segment international PNR the airline did have responsibility. I had NZ flight numbers for all flights - including todays one.
Feb 25, 2019, 3:57 pm
#5
Join Date: Dec 2014
Location: AKL
Programs: NZ Elite (*G), IHG Spire Elite, Accor ALL Gold
Posts: 215
I had a similar issue with UA ground staff at SFO a number of years ago trying to do a same day flight change which is allowed for free if you are *G. It wasn't til I found the priority desk (I think they call it Premier Access) and the whole demeanor changed.
Feb 25, 2019, 4:05 pm
#7
Join Date: Apr 2013
Location: New Zealand (most of the time)
Programs: Air NZ Elite *G, Honors Gold, IHG Platinum Elite
Posts: 6,119
Lots of people exploit this for SP earn on multi stop reroutes.
Premier Access staff are alwsys the best to deal with, and essential if you want to interline bags with NZ on separate PBRs.
Feb 25, 2019, 4:55 pm
#9
Join Date: Mar 2008
Location: DEN
Programs: UA Silver, whatever the Amex plat gets me and somehow still IHG Diamond after 3 years of no nights
Posts: 693
A few airlines have weather waivers for today and tomorrow at SFO. They are supposed to get a considerable amount of rain and some heavy winds.
Feb 25, 2019, 5:26 pm
#10
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Location: DCA
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Interesting as I have had 2 weather interrupts on International tickets in last 6 months - both on NZ tickets - one in US at IAH and one Auckland - on both occasions hotel and food arranged by NZ. I thought in middle of a multi-segment international PNR the airline did have responsibility. I had NZ flight numbers for all flights - including todays one.
OP approached UA about rerouting a UA flight.
Feb 25, 2019, 8:10 pm
#12
Original Poster
Join Date: Aug 2009
Location: NZ
Programs: NZ*E, QF-G, EK-P
Posts: 605
Well having moved from costal to central US but still not where I want to be - relaxing in a Holiday Inn courtesy of UA - voucher printed out at UC club on arrival - will try and blank it and post it.
Apparwntly is policy for long haul international flight disruptions -,had no problem with lounge staff - knew the rules.
Apparwntly is policy for long haul international flight disruptions -,had no problem with lounge staff - knew the rules.
Feb 25, 2019, 8:13 pm
#13
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,419
Yes -- Star Alliance policy is that premium cabin pax and *G are entitled to hotels for overnight delays on international itineraries (regardless of cause). SFO has weather problems whenever ceilings are low and/or winds force a cross pair of runways out of use. They can't do parallel approaches except under VFR so it cuts the acceptance rate below the schedule and causes havoc whenever it's foggy in San Francisco 
That's too bad about the agents.. I've seen a lot of stories about bad apples in SFO but never had many problems myself.
That's too bad about the agents.. I've seen a lot of stories about bad apples in SFO but never had many problems myself.
Feb 25, 2019, 8:34 pm
#14
Join Date: Apr 2013
Location: New Zealand (most of the time)
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Posts: 6,119