maskedmesothorium

The UA flight status page shows the aircraft number, so if OP is sure there wasn't an equipment swap that's a bum deal. Though I wonder if the equipment updates in realtime or if it only shows the scheduled equipment. I'm sure there are people here who know the answer to that question.

vkng

I have seen the equipment change throughout the day of my departure. It probably isn't exactly realtime, but it is updated continuously.

purduephotog

I am located in Rochester NY. About 2 months ago (I believe) all of the United people were let go and American Eagle contractors were brought in. While I had no particular ties to anyone other than Genna (as she was always so bubbly, bright, and helpful) I was shocked at the difficulties the newbies were having even doing simple things.

That said, I decided I wouldn't judge as there is a learning curve for every activity, and continued to hold my tongue as my flights mounted and the problems didn't vanish.

This last week, however, took the cake.

Rochester is notoriously cold. For some reason the ground crew chose not to activate the APU / Heater on the plane and instead let it freeze all night- at which point the water tanks were solid. The pilot came on to explain they couldn't fly with frozen tanks, and we had to get off.

3 hours later, all connections missed, and only 3 people processed by an agent for rebooking (she was teaching three other agents on what to do- those other agents kept saying "I don't know what to do" or "I've never done this before")... we boarded. Got to Chicago...


.... and then ran into Jousef, who said they no longer run heaters on planes to save energy... and that our delay was a weather delay, so that United wasn't responsible for our hotel or meals.

Say What?

Eventually, after walking away calmly myself and my four paid business class ticket holders found another agent that did everything possible to get us to HNL that day- including listening to me ramble off the most ridiculous routings that I'd seen with connecting flights. She went to the blue coat and convinced her to cover the hotel room and food. (total outlay- 400$ for all of us).

Then the trouble with our bags began- we'd asked to have them reclaimed, but after a 5 hour wait for them (it takes a while) we found out they'd been loaded on a plane just a half hour prior and the belly was locked- they wouldn't open it.

The whole trip was nothing but a comedy of errors with a few shining examples of great customer service.... but all the others have truly marred my experiences. I realize as a gold status I haven't flown nearly enough to see the good and the bad, but this was just plain ... awful.

And I won't even get into what happened on the honor flight that was escorting the remains of a Korean War vet to his 95 yr old widow.

How should I address this? I can't stay quiet anymore with the actions of the ground staff here in Rochester, although, watching one of him toss his light stick like a star wars champion when walking the plane in was rather amusing...

goodeats21

Similar, on-going problems with the contract ground staff at my home airport. Hard to believe that this is the way UA wants to be known, but they never seem to do anything about it.

Just last week I had yet another horrible experience with them. I sent off an email to 1K voice, detailing the many issues. Only thing I received back was an email with trite, cut and paste reply.
No response addressing the specifics of the complaint.

Starblazer

Wow... I'm just fuming at reading this. Incompetence is not a WX delay.

First off, if the temp is going under 37f, the plane is to be drained of water. Every night here in cold Wisconsin, we drag 30 gallon cans to each plane, drain the forward and the aft potable water on the CRJs and dump it in the sewer. The ERJ doesn't get drained because the water tank is inside the cabin enough where it can't freeze overnight. However, if it's not scheduled to go out the next AM, I typically remove the potable water container and bring it inside the terminal and lock it up.

I have never heard an instance where the potable water can't be drained. I've had to sit outside with the heat cart pointed at the drain nozzle to get it to unfreeze to drain.... but it got drained.

Now, there was once or twice where we chose not to drain the water (on a larger plane.. we didn't have the certifications to fill it... we only get it once or twice a year), but we hooked up the jetbridge heater or a portable heat cart to the plane to make sure it didn't freeze... and kept a ramper overnight to randomly walk onto the plane and check the cart to make sure that it was still working. They will not run APUs all night, too costly. However, if heat wasn't an option, it is better for a station to drain the water and not have coffee in the morning vs a broken plane... which the mechanics bill will be charged to the station because it is considered station/ramp damage.

I'm sure if everything you say is true, the station manager probably blamed it on WX to keep the delay off the station. United has been known to pull contracts from very poorly performing stations.

Now, moving forward, an e-mail to United and a DOT complaint would be in order. Why the DOT? Well, I'm not too sure if the DOT will actually get involved, but it is a delay, and the DOT likes to track delays. Additionally, if the DOT does get involved, you will be assured that someone who knows the right people will read the complaint and respond.

P50sundevil

I've had to deal with American Eagle staff working UA flights in several locations. I fly to Ft Walton Beach (VPS) fairly often -- which is contracted to MQ -- and have had such an inconsistent experience. Sometimes they're great...very friendly and professional. Other times I've been appalled by their actions. I had one tell me to "shut up" even though I had done nothing to illicit such a response (I think I asked if she could check my ID for my bag). Another was too busy to rebook me after a cancellation and said I could "hop over to Pensacola and fly from there" like it's no big deal. PNS is an hour away. Obviously my answer was no, which was good because they cancelled too, but I guess she didn't bother checking that either.

I've written a couple of times to UA telling them that they have got to quit outsourcing to their competitors. It seems pretty nonsensical to do so because their staff have zero motivation to provide decent service -- the ones who do only do so because they're genuinely good people and hard workers, although they seem to be few and far between. I don't care if they outsource some stations because in many cases it doesn't make financial sense to do it in-house, but they should contract with a company motivated to hold up their end of the deal, like Servisair, Swissport, etc. Instead they contract to Eagle or DGS (Delta) who could care less about customer service or on-time performance. That's like Burger King asking McDonald's to put the Whopper on their menu as long as they promise not to spit on it. Pretty damn stupid if you ask me.

gengar

I also wrote to 1K Voice following several ground handling issues at a UX station near ORD contracted to a company which otherwise only operates air services for US. Nothing UX ground handlers do can really surprise me, but the consistent terrible service was what was so surprising about this station. Of course, just like all the other times I've written to 1K Voice this year, I didn't even get a response.

In any case, I find it hard to believe anything will change as the new UA reaches to slash 2 billion in costs.

mdpdjx

Why would United hire American Eagle folks as contractors? Arent they competitors?

emcampbe

Eagle has a ground handling division that I believe is completely separate from the airline. They bid, along with others, to run stations that UA outsources. Have been doing this for a long time.

Not sure how much PMUA used Eagle specifically, but I know they've used other "competitors" as well. For example, not sure if it's still the case, but believe DL folks were doing this for UA at ABE.

I do know some COEX stations were using Eagle previously. At CVG - up until recently when I believe Eagle took over all staffing on the ground - CO ops (to EWR/IAH(/CLE when they ran it)) were also run by Eagle. PMUA ops were handled by UA staff. While there definitely some great PMUA staff there I've had the pleasure of dealing with, I've also been helped out by some good Eagle staff in the last year or so at CVG who definitely know SHARES well - as fluently as most PMCO staff as far as I can tell. Some might flame, I understand it's a divisive topic. However I am almost sure their experience in doing this for a while helps them to be proficient in SHARES and when irrops have come up at the airport - I have never had pushback on getting rebooked on different routings, alternate carriers, etc. I have even stood in line behind people who were going to miss their connection to Vegas, and the Eagle staff proactively rebooked OAL on a nonstop on DL.

I'm certainly not saying they are all like that - I know there are bad apples or inexperienced folks that aren't necessarily motivated or doing all they can/should to help a customer - but there are some mainline folks like that as well (IME - well in the minority, though). I find tone/attitude helps - at the end of the day, when I am reasonable, calm and ask something with a smile, I find most of the time it is taken care of no problem - no matter what company's name is on the paycheck of the employee I am working with.

username

In PHX, for example, CO outsourced ramp handling to this company that is owned by DL. Of course, CO has always delivered bags faster than UA at PHX. It turned out the DL-owned company make 2 runs per flight - one for Priority bags and one for regular bags. So it was quicker.

After the merger, the difference was so obvious and rediculous. Who handled it was based on the destination of the next flight, so I was told. I think they have now all gone to UA employes and bags come out slower now for all flights - but not as slow as pre-merger UA....

So, it is not all bad to outsource, I guess....

P50sundevil

It's all DGS now (Delta Ground Services). Has been for a few months, at least. I didn't find as much of a difference based on UA vs. CO based on who handled the bags pre-merger -- sometimes the bags came out at warp speed, other times they seemed to be on an airport tour regardless of the operator. Since DGS took over, its been consistently slow getting the bags to the belt, and the priority tags (all seven million of them) now appear to be meaningless...not that they usually meant something in the first place.

Starman

IAD-SFO last night. Watch the inbound aircraft arrive on the blocks 2 hours before our scheduled departure. Board on time. All crew boards. Hear the cargo hold doors shut. Departure time comes. And we sit. And sit. Captain comes on twice to say he has no idea why we're not released -- it's not ATC or mechanical and company won't tell him anything. Finally push one hour late, still no reason. Check the mobile app just before the push, and the flight status says "Delayed - awaiting inbound aircraft". You know, the one that has been there for 3 hours already? The one we've been seated in for almost 2 hours?

Do they just make these phrases up at random? We're all used to the meaningless "delayed - airport conditions prevent departure" but I found this one more bold. Although I still prefer the more plausible "Delayed -- First Officer kidnapped by aliens" or "Delayed -- awaiting connex by passenger Bigfoot".

Mats

Please do us all a favor and submit the following web form to the DOT:
http://www.dot.gov/airconsumer/air-t...t-comment-form

I think it's reasonable to let United know that you've submitted it as well.

Although I think United is not alone in this practice, we all have stories about United's misinformation about delays. They need to be reminded that we're watching, and regulators are watching.

mherdeg

Spooky. Was the President flying into or out of IAD?

Akulashark

Its probably the thing that peeves me off the most because they will often state WX for MX or MX that caused a crew delay will be considered "Awaiting Crew".

I will start submitting DOT complaints any time the reason is wrong. Maybe if the DOT fines them for avoiding their responsibilities under MX conditions, they will start putting in true status.