Help me complain
 

WARNING- THIS IS A LONG STORY, but I appreciate help and advice from anyone w/ time to read it.

I am trying to get satisfaction from United on the following issue, but I'm not getting anywhere....pls help me complain and get something.

On Mon, Aug. 16, I was scheduled on United flight 5391 from IAD to RDU, departing at 6:50 am. When I arrived at the airport, the security line was wrapped around the inside of the main terminal from the checkpoint across the front of all the ticketing stations (I do this route once a week- usually wait in Security about 10 min max). After waiting in line for about 35 minutes, I asked a United representative who was in the area if I could be expedited thru security since my aircraft was currently boarding ( I know they do this- sometimes without asking). The person whose name I did not get, looked at my boarding pass and insisted that I had "plenty of time". Until I got through Security and rode the shuttle to my concourse, it was at least another 20 minutes. I got off the shuttle, ran to my gate and found the doors closed. There, I was informed by yet another United rep that the "flight was gone" Since it was 11 minutes prior to the scheduled departure, I was more than a bit surprised. I was informed by this agent that the "flight closes 9 minutes prior to the scheduled departure". When I pointed out that it was 11 minutes prior to departure, he looked confused for a moment, then simply said "well, the flight is closed, you'll have to rebook".

At Customer service, they then informed me that they could only put me on "stand-by" for the next flight, but that it was oversold and my chances of getting on were slim. I was offered a confirmed seat on a flight leaving 4 hours later, however I was due to fly back 3 hours after that flight would have gotten me into Raleigh. I would miss 3 of the meetings that I was traveling in order to attend. My ticket was non-refundable and had a $100 charge for changes + fare diff.

When I contacted United Customer service on Tues, Aug 17, I first spoke with a rep named Dave. He had a very thick accent and was difficult to understand. He interrupted me several times, claimed that United was not responsible for Security delays, that missing my flight was my own fault and refused to take any responsibility for United's errors or offer any compensation. When I asked to speak with a supervisor, he asked why. I informed him that I wanted to speak with someone who I could better understand and who had the authority to compensate me for me inconvenience and rebook my non-refundable ticket without penalty. He then said, "Let me switch to my AMERICAN ACCENT for you." "Is that better? You won't like my boss either, he's foreign too." Needless to say, I was stunned. I immediately asked for the supervisor.

After at least 10 minutes, the supervisor, Herman, picked up the phone. I went through the whole story again and highlighted the failure of the rep in the main terminal as well as the gate agent. I didn't even initially mention the rude treatment I received from the first customer service rep. He stated again that United was not responsible and offered nothing. After several minutes of back and forth, he offered a $50 travel certificate....hardly reasonable compensation. Initially, I was only seeking the ability to rebook without a $100 fee. When he said that he would offer nothing more, I asked to speak to someone above him. He refused. I then mentioned the rude accusations thrown my way by the first rep. Although he said he would "speak to him about that later", when I asked for an apology, he said "at United, we don't apologize for other employees". He also insisted that there was no one else I could talk to.

I have since spoken with others at United and haven't gotten much farther. I guess that the fact that I am a Mileage Plus Premier member doesn't matter. I would think that given United's current financial state as well as the competition they are facing from Independence Air, specifically on the Dulles./Raleigh route, that they would be a bit more willing to assist customers and compensate them adequately for failures of United personnel. I guess not. The fact is, I always drive all the way out to Dulles, despite the fact that National Airport is 10 minutes from my home and American has almost hourly flights to Raleigh, specifically to fly United.

Then, just this weekend, I was set to leave on Sun night, once again to RDU.....we left 45 minutes late and they opened the doors to the closed flight TWICE to let people on who were running late- once 20 min after our scheduled departure time and the second over 30 minutes after our scheduled departure time. Also, there were 2 more flights that night that they could have taken- neither were full.

I think I should be compensated. What should I say/do to get satisfaction? I want to rebook my ticket for a different flight- at no cost to me. Thanks.

Welcome to Flyertalk. The general mantra is that one should arrive at the airport two hours prior to departure, even if one expects the security line to not be long. Should you feel you have further complaints with United, I suggest writing rather then calling. Also, a further tip. Should you receive information from a phone agent that doesn't sit well with you, don't ever ask for a sup. Hang up and call again. Good luck and let us know what you end up receiving.

aloha

It's not clear to me exactly what time you showed up to check in for this flight. How early did you show up?

Tough luck
 

I would say "tough luck". Next time, show up earlier.

It sounds to me like you got in line only an hour before flight time (35 minutes, then another 20 minutes, then the 11 minutes).

You were cutting it way too close. I really don't see how any of this was the fault of the airline. I personally hate it when they take somebody behind me in line who didn't show up with enough time and move them ahead of me. If you want to get through security earlier, then show up earlier, don't expect people to let you cut the line.

My wife hates it when I enforce the two hour rule (she's always an hour late to everything), but it has saved us several times when the "normally 10 minute" security line is backed out the doors with people about to wet themselves because their flights are closing. If I'm early, I get plenty of time to check out FT in the terminal.

And welcome to FT ^

Isn't it sad that no one wants to take responsibility for their own neglegent behavior.

Get to the airport 2 hours in advance and you won't have any problems. In the meantime, STOP complaining and trying to blame others for your own laziness.

Let's at least try to be civil, shall we?

I don't believe IAD has an elite security line and, even if they did, I don't think Premiers can use it.

So yes, the OP should have arrived 90-120 minutes ahead, even if the OP expected it to be light. Incidents happen that can cause large back-ups.

Thankfully at SEA, I can use the Elite line so I never have to arrive more then 60 minutes ahead, no matter how bad the line is. But at an airport where I either know they don't have one, or don't know if they do or who can use it (maybe First Class only, or 1K only), I always make sure I get there at least 90-120 minutes ahead of schedule.

One Other Thing
 

This sums it up IMO although I would add: stop expecting compensation for something that is not reasonably the responsibility of the airline or security! I believe you became accustomed to a short wade time through security and therefore assumed it would be the same on this tightly scheduled day for you, too. However, a short wade time through Security or holding a flight for a late arrival is not guaranteed so you bear the responsibility for not allowing a reasonable cushion for delay. Regarding the customer service experiences you described, I also agree with the OP that it's wiser to hang up and call back than to continue engaging in an already tense conversation.

Take the $50 airfare certificate and go somewhere nice for a weekend to forget about this whole ordeal. Welcome to FT. :p

Assumptions Can Be A Bummer in the Fog,

mrspilot

I rarely fly UA, so I don't know their policy. I have been late to flights from the DC airports, including BWI, and Continental folks get me on a subsequent flight without charge, as long as I arrive within a couple of hours after when I was originally supposed to fly out. It seems like the UA people were trying to do that for you.

I'm surprised about how the CSRs treated you considering your status. I missed a flight to Shannon once, and the Continental rep accommodated me extremely well by getting me to the nearest destination asap.

I read the other posts and would have to pretty much agree that there is probably not much more to do.

In any event, you just reminded me that I need to leave even earlier!

You're just rude
 

Fine....so I only got to the airport an hour ahead of time....if that's when airlines want people to get there, then they should say that. In fact, United's website says specifically- 60 minutes prior to departure if you are not checking baggage. I do fly quite a bit and have never had a problem.

Second, if they had not closed the door 2 minutes prior to when their procedures instruct them to close the door, then I would have made it on time. The fact is, they closed the door early and now they are refusing to accept responsibility for that error.

I'm sorry that I can't always get to the airport 2 hours in advance....first of all, I'm already getting up at 4 am to make it there when I do. Second, I work 70-80 hours a week, I can't spend a whole lot of time sitting around an airport. I'd like to know how that qualifies as lazy...how many hours a week do you work or do you just spend all your time on this site being obnoxious?

Oh, brother. Welcome to Flyertalk, Renee (frozen smile, gritted teeth).

If you really do fly out of IAD a lot, then you know the morning outbound rush creates security backups and the mobile lounge ride makes things worse. 90 minutes is the absolute minimum a thoughtful flyer should allow at that hour, and I'd sure try for two hours. 3:15 am alarm, 4:00 am alarm, what's the difference? ;)

Here in SEA I always get to the head of security 90 minutes before a pre-9:00 am flight leaves. Sometimes I zip through, sometimes I wait for an hour, but the point is, it's my problem.

If UA compensated every passenger who missed a plane because they didn't get themselves to the airport on time and got hung up in security, they'd be out of business. There's no way UA is responsible. They don't run the security lines; they can't go hire more screeners.

With great respect: I believe no compensation is due. The $50 voucher they offered you is a nice, unrequired gesture.

And with only two posts so far on Flyertalk, which is a civil and generous place, please reconsider calling other community members "obnoxious," etc. Thanks! And set the alarm earlier next time!

I'm going to disagree with everyone here.

Clearly, more time would have been a good idea. And UA has no responsibility to get you thru security quickly. But that said...

I'd take a good long look at UA's contract of carriage and other policies from their website. If their policy says checked-in passengers need to be at the gate/on board 10 minutes before departure, and you were there 11 before, then you have a valid complaint. There was a similar complaint on the AA forum a few weeks ago, and posters there were lining up to support the poster.

I'd send a written complaint to UA with the appropriate part of the contract of carriage to UA, and request the standard compensation for "Involuntarily Denied Boarding". Don't focus on the rudeness. You can mention your status, but don't focus on it, elites have the same timetable as everyone else. Stick to the fact that you met their requirements, but were not able to bet on your flight.

Of course, you may have difficulty proving what time you arroved at the gate, for example, they may suggest that your watch was a couple of minutes off. Not sure what to do then.

But that's the letter I'd write. Good luck, and next time, leave a bit earlier.

Actually, United's website has a page specifically for IAD here. It says the average wait time at security between 6am and 8 am is 45-60 minutes. Combine that with the people mover and the construction and you really need to budget more time.

By the way, their website also says "Please note that reservations are subject to cancellation if you are not checked in and available for boarding at the gate at least 20 minutes prior to departure between U.S. cities." I suspect you already saw that, as it's on the same page that states the arrival 60 minutes prior to departure.

I can sympathize with your dread of the early morning but I don't understand how you can blame the airline. There's nobody on this BB (or anywhere else for that matter) who hates getting up early or waiting around an airport more than I. But my chosen profession requires travel, frequently at obnoxiously early hours of the day. So.... I reserve the right to grumble and moan a bit, then I get up early and wait around the airport as needed.

Two minutes early by your watch or theirs? If I had several important business meetings to attend I'd hate to think that making the flight depended upon my timepiece being synchronized with the GA's clock.


And how is this UA's fault? You should either schedule a later flight or set the alarm earlier. The choice is yours.


How much time did you sit around the airport waiting for your re-scheduled flight?