Does UA acknowledge complaints?

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Old Aug 10, 13, 4:49 am
  #1  
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Does UA acknowledge complaints?

In July we did YYZ-LAX-SYD-BNE, all booked through UA.

The LAX -SYD leg was first delayed to avoid tailwind, then it turned out that the upper level of the 747 was unusable due to a galley issue. When we finally pulled out of the gate, we went to the penalty box while dispatch re-did the load calculations to compensate for the missing PAX and luggage. An hour later and still no calculation, the captain ordered all PAX in the last three rows (where we were seated) to move up and try to find empty seats in the plane for take off. We were as unhappy as the PAX who we had to impose on. Same deal when landing in SYD.

Once we landed in SYD, we found that our checked luggage was still in LAX and we did not see it until two days later.

I sent all the details to UA through their "contact us" page a week ago, but have not heard anything back from them, not even an acknowledgement that my comments were received.

Is this normal for UA???
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Old Aug 10, 13, 6:19 am
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busfan,

This is probably better suited for the UA forum:

http://www.flyertalk.com/forum/unite...solidated-681/

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Old Aug 10, 13, 6:32 am
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I suspect that it will take some time for UA to respond because OP has raised a series of unrelated issues.

The only one with merit would be the bag delay. But, OP doesn't say if the bag was lost or arrived the next day. Weight & balance, ATC and headwind delays are not something UA can do much about other than to tell OP that they exist in life.
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Old Aug 10, 13, 7:09 am
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welcome to the world of commercial flight. you want better, hire a plane. i think most who have flown a 1000 fliights or so can recall at least 1 out of 20 or 50 are equally messy.

i can recall the time......... fill in the blank.
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Old Aug 10, 13, 8:55 am
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I assume you mean 'headwind' not 'tailwind?' Tailwind is usually a good thing.

The only issue you can really complain about here is your luggage being lost for two days. I don't usually bother with the complaint form - I just tweet to the airline. For example -

https://twitter.com/JordanTaylor342/...20302156238848

(This isn't me - Just an example I quickly found.)

Last edited by gglave; Aug 10, 13 at 9:12 am
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Old Aug 10, 13, 9:58 am
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As was suggested, this is specific to United. Please follow it on its move to the United MileagePlus forum. Ocn Vw 1K, Moderator, TravelBuzz and United.
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Old Aug 10, 13, 10:06 am
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Often1 gave a good read on the situation.

As for United's policy and commitment:

We will acknowledge written complaints within 30 days of receipt and we will send a substantive written response within 60 days of receiving your written complaint.

http://www.united.com/web/en-us/cont...omerfirst.aspx
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Old Aug 10, 13, 10:11 am
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Originally Posted by gglave View Post
I assume you mean 'headwind' not 'tailwind?' Tailwind is usually a good thing.
Tailwinds might cause problems to the extent that they'd cause an early arrival in the SYD curfew period.

Displaced passengers from the upper deck might also have cause for legitimate complaint, assuming they were downgraded or off-loaded, but that doesn't necessarily sound like the OP's problem.
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Old Aug 10, 13, 10:41 am
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Originally Posted by gglave View Post
I assume you mean 'headwind' not 'tailwind?' Tailwind is usually a good thing
Tailwind can be also be bad at some busy airports where gates are limited or a/c are allowed only certain scheduled amount of time on ground.
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Old Aug 10, 13, 11:03 am
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on a number of occasions iad-lhr was delayed on the ground at iad due to excessive tail wind, and an early morning curfew at lhr.

Last edited by slawecki; Aug 10, 13 at 11:28 am
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Old Aug 10, 13, 11:18 am
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Does United Acknowledge complaints? 13,000,000 Youtube watchers know the answer. United Breaks Guitars, the book
I couldn't resist.
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Old Aug 11, 13, 5:08 am
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Thanks everyone for all the replies - I have my answer now

"We will acknowledge written complaints within 30 days of receipt and we will send a substantive written response within 60 days of receiving your written complaint."

I'm a business FF and I've had plenty of flights with problems. This particular one just seemed to grind on me and I have never had to complain to UA before - hence the question.

BF

PS: and yes, it was a tail not head wind delay.

United breaks guitars

LOL, I forgot about that!

Last edited by iluv2fly; Aug 11, 13 at 10:42 am Reason: merge
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Old Aug 12, 13, 9:34 am
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Even as an elite, United acknowledges complaints with:
"We are experiencing higher than normal volume..."

They are always experiencing higher than normal volume, and you never hear back from them.
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Old Aug 12, 13, 10:18 am
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Originally Posted by busfan View Post
I sent all the details to UA through their "contact us" page a week ago, but have not heard anything back from them, not even an acknowledgement that my comments were received.
They will respond eventually, but in my experience it can take up to 90 days.
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