Compensation Request
Oct 3, 1999 | 2:31 pm
#1
Original Poster
Join Date: Jan 1999
Location: Charlotte, NC
Programs: DL DM, Hilton, Marriott & SPG Platinum & a whole lot of other programs...
Posts: 745
Compensation Request
It was suggested that I try reposting this here:
I recent flew RT on United Express (WER-IAD-StateCollege (Penn State) and the same on the ruturn. All 4 legs we at least 45 minutes late, on 1 segment we had to go back to gate after taxing b/c there was smoke in the cabin, then no United reps anywhere to tell us what was going on. The both legs on the was back were late and our bags sat out in the rain uncovered for at least 5 minues at each stop. Is it reasonable to ask compensation from United for all of this. Not only were the flights bad, the service was terrible. I am CO and Delta Elite / Medallion, and dont fly United often. Is this typical for them. Worst trip I've had in years. Any suggestions?
I recent flew RT on United Express (WER-IAD-StateCollege (Penn State) and the same on the ruturn. All 4 legs we at least 45 minutes late, on 1 segment we had to go back to gate after taxing b/c there was smoke in the cabin, then no United reps anywhere to tell us what was going on. The both legs on the was back were late and our bags sat out in the rain uncovered for at least 5 minues at each stop. Is it reasonable to ask compensation from United for all of this. Not only were the flights bad, the service was terrible. I am CO and Delta Elite / Medallion, and dont fly United often. Is this typical for them. Worst trip I've had in years. Any suggestions?
Oct 3, 1999 | 2:38 pm
#2
Original Member
Join Date: May 1998
Location: Canada
Programs: AC SE 2MM, HH Dd, Bonvoy G; IC S; AA; DL
Posts: 14,496
I don't consider this to be "major" but worth a try for some form of compensation, e.g. upgrade certificates (preferably confirmable at reservation North America one way rather than 500 mile ones).
See Rudi's letter about his stolen items in the Air New Zealand thread. It seems a good way to approach it. Polite but with a specific ask.
See Rudi's letter about his stolen items in the Air New Zealand thread. It seems a good way to approach it. Polite but with a specific ask.
Oct 3, 1999 | 4:16 pm
#3
Original Member
Join Date: May 1998
Location: Oxford, United Kingdom
Posts: 1,976
I wouldn't play the 'smoke in the cabin' angle quoite so hard in your letter to UA - I think I'd rather go back to the gate than take off in that situation, even with a lack of information! And not meaning to be picky for the sake of it, bags do get wet when it's raining - they have to be unloaded from the aircraft and if the rains coming down, they're going to get wet - waterproof luggage is a good way to go. Further, UA may be able to put at least one of the delays down to that same rain.
All that said, it sounds like you had a tough trip and it is horrible when these things compound. Good luck - it will be interesting to see if UAs changing attitude to customer service is based at all on customer perception.
All that said, it sounds like you had a tough trip and it is horrible when these things compound. Good luck - it will be interesting to see if UAs changing attitude to customer service is based at all on customer perception.
Oct 3, 1999 | 4:30 pm
#4
In memoriam
Join Date: Sep 1999
Location: Dallas, TX
Posts: 1,697
Being that you are an elite traveler on two other carriers, I find it hard to believe that this incident stands out to you as being the worst you've experienced. If it truly is, consider yourself very lucky. 45 minutes late is surely nothing out of the ordinary. Wet luggage when it's raining isn't either.
But if it would make you feel better, write United, they may send you some type of "goodwill" compensation.
But if it would make you feel better, write United, they may send you some type of "goodwill" compensation.
Oct 3, 1999 | 8:11 pm
#5
Original Poster
Join Date: Jan 1999
Location: Charlotte, NC
Programs: DL DM, Hilton, Marriott & SPG Platinum & a whole lot of other programs...
Posts: 745
The reason for the worst trip in years was not only the flights, but also that my hotel room was mistakenly gven away both when I got there, and then when I got back late, I checked in, got my room key and there was someone in my room. I suppose it was a computer mix up. There were a bunch of other circumstances. As far as the luggage, I understand them getting a little wet while loading/ unloading, but for them to just sit in the pouring rain on an unattended wheeled rack, I find unacceptable.
Sheryl, as for your post, I dont understand your tone and didn't appreciate the sarcasm. I simply asked a question and found your post quite childish.
Thanks to everyone else...
Sheryl, as for your post, I dont understand your tone and didn't appreciate the sarcasm. I simply asked a question and found your post quite childish.
Thanks to everyone else...
Oct 3, 1999 | 9:19 pm
#6
In memoriam
Join Date: Sep 1999
Location: Dallas, TX
Posts: 1,697
My response was surely not intended as sarcasm and I apologize for offering it in such a manner that you read it that way.
I was commenting on what you wrote, which was your experience with United. My final comment was offered as a suggestion (which you asked for) based on my extensive experience with various travel boards and reading that United, has in some instances, offered such "goodwill" measures. In fact, "goodwill" is United's word in their response letter. Is that what you considered sarcastic?
And since you didn't appreciate my response, I hope others will comment on what they would suggest you do, because I'm at a loss as to anything else that would be viable.
I was commenting on what you wrote, which was your experience with United. My final comment was offered as a suggestion (which you asked for) based on my extensive experience with various travel boards and reading that United, has in some instances, offered such "goodwill" measures. In fact, "goodwill" is United's word in their response letter. Is that what you considered sarcastic?
And since you didn't appreciate my response, I hope others will comment on what they would suggest you do, because I'm at a loss as to anything else that would be viable.
Oct 3, 1999 | 9:25 pm
#7
Join Date: Apr 1999
Location: SFO
Programs: UA Million Miler (mostly earned on CO)
Posts: 2,599
milesandpoints: In my experience (hundreds of thousands of miles on UA over the years), your trip was not typical of United. Sounds like it was just a bad day. All the carriers have them occasionally. I concur with james' opinion to look up the thread about Rudi's lost baggage; a model of how to deal with a bad situation. I especially like his attitude, which is something like "I wonder what new adventure is going to happen today?" I try to think like that now and it helps me maintain my sanity.
[This message has been edited by dgolds (edited 10-03-1999).]
[This message has been edited by dgolds (edited 10-03-1999).]
Oct 4, 1999 | 7:48 am
#8
Original Member
Join Date: May 1998
Location: Kirkland, WA
Posts: 6,932
Whenever I genuinely feel that UA's service is not up to standards, I write in and let them know. I always get some sort of response and often a gesture of compensation. I would certainly suggest that you do the same.
Oct 4, 1999 | 12:13 pm
#9
Join Date: Jun 1999
Posts: 539
For those too lazy to hunt for Rudi's thread, here it is:
http://talk.flyertalk.com/forum/Forum7/HTML/000023.html
http://talk.flyertalk.com/forum/Forum7/HTML/000023.html
Oct 4, 1999 | 3:04 pm
#10
FlyerTalk Evangelist
Join Date: May 1998
Location: Texas, U.S.A.
Posts: 19,523
Milesandpoints, this is not unusual for United Express flights, which you stated it was. It would be unusual for United flights, IMHO. Most of the United Express carriers are not owned or operated by United Airlines and their ground personel are usually few and far between. It's been my experience that on United Express flights the baggage handlers first try to get the interconnecting bags to the appropriate aircraft, and then come back to handle the bags that have reached their final destination.
Oct 4, 1999 | 4:06 pm
#11
Original Member
Join Date: May 1998
Location: Seattle, WA
Programs: AS 100K, BAEC GGL
Posts: 578
Baggage should never be left out in the pouring rain by the ramp handling staff. It should be put in a baggage cart with a metal top and nylon curtains to keep out rain and snow. This probably happened because the ramp handler does not have the proper equipment and/or has not trained the staff properly. Also, there is certain dangerous goods cargo that is shipped on passenger airplanes that is marked "Do Not Get Wet". This is usually an oxidizer that can turn into a fire if gotten wet. I wonder if UA Express treats their cargo like they do the baggage?
[This message has been edited by JayJ (edited 10-04-1999).]
[This message has been edited by JayJ (edited 10-04-1999).]
Oct 5, 1999 | 7:01 pm
#12
Original Poster
Join Date: Jan 1999
Location: Charlotte, NC
Programs: DL DM, Hilton, Marriott & SPG Platinum & a whole lot of other programs...
Posts: 745
Thanks all for your reply. premEx, Yes it was United Express. I suppose that seems to be the problem here. I did read Rudi's post and it put rather well.
J, I agree with what you said. I was suprised they didnt have any cover for the bags. I expect them to get wet during transfer, but not to sit there. Anyway, I wrote United with a brief description of what happened as you all sugested. I'll let you know how it turns out. Thanks for the thoughts!
J, I agree with what you said. I was suprised they didnt have any cover for the bags. I expect them to get wet during transfer, but not to sit there. Anyway, I wrote United with a brief description of what happened as you all sugested. I'll let you know how it turns out. Thanks for the thoughts!