When the gate check goes wrong
 

So I was on a United Express CRJ700 out of IAH into YYZ. Everyone with carry-ons was asked to use plane-side gate check for pick up at the door upon arrival, even if our bags fit into the overhead. I cooperated. When we got to YYZ United's ground service couldn't find anyone to open and unload the gate check hold (or any luggage) for about an hour and a half. The gate attendant said we should write to United and complain. So I did. The proposed solution shows that they don't read: "Sometimes airline operations and airport conditions can affect baggage delivery times; but waiting more than 25 minutes is not acceptable to you or to us. ....You can purchase Premier Access as one of the choices in customizing your travel experience for a nominal fee at the following link:
http://www.united.com/CMS/en-US/prod...avelStore.aspx
This will allow you to be one of the first people to board the aircraft
so you can find space on the overhead bins
Your feedback is helpful to us as we continue this work and focus on
ensuring that your next experience with us is a better one. We
appreciate your business and look forward to welcoming you on board a
future United Airlines flight.

Regards,

Daniel P. ...
Customer Care ."
Of course, it was not a matter of who got on first. Nor would paying a fee make any difference. Everyone was treated to the same bad service - for free or fee. The gate attendant made the reasonable request for boarding the CRJ. The real answer should have been "ignore the instructions when they ask everyone to gate check." Customer service people should read and then respond.

Hahahahahahaha I cannot believe they actually pulled that. Please tweet at UA "you took an hour and a half to deliver my bag and then told me to get premier access next time?!?!?"

Reply back indicating it's clear they did not read your email, and they have 48 hours to respond back with an appropriate response with compensation, otherwise you will escalate to the DOT to compel the same.

I think its well established that "customer care" just sends the form letter closest to the issue that they've been contacted about, even if it's completely irrelevant.

It's atrocious customer service but honestly, I think they've just given up. They don't want to care.

I have zero expectation of UA doing anything right or delivering on what they sell me. And I have zero expectation that when they don't deliver on what they've sold me they'll - at minimum - apologize for failure to perform.

I can say that for 2014 my expectations have been met.

I wonder whether the delay in baggage delivery has anything to do with United's decision to lay off all of its customer service ground staff at YYZ,YYC, and YVR? It might be hard to keep up operations under the circumstances, especially when weather and delays intervene. It's just not likely that some employees will go above and beyond when their jobs are about to be terminated.

Which is why the reply tactic is effective. It reopens the ticket in their system and likely shows up as a reopen in the rep's queue -- basically a red flag that the issue was not taken care of.

This is clearly a compensation-worthy event. The question is how much.

Also. has YYZ gone outsource yet?

despite my limited UA flying of late, threads with hilarious little UA nuggets like this really make the forum worth the read :D:D:D

UA totally sucks. it's just astounding that they'd try to convince you to buy PA after you just experienced what you did, regardless of whether or not it was a gate check or claim check baggage complaint.

absolutely hilarious.

Ground service at YYZ was handled by ATS at the time and their level of non-service has now been expanded. I can't begin to describe how upset the gate agent at YYZ was and how she urged all of us to write. Little did she know where that would lead. Our designated gate was occupied and they sent us off to Siberia - gates in the 800's in an ancient extension with only Beech D-18's around us and of course, using the internal steps to the tarmac. Followed by a walk to the terminal that was as long as any I ever have done. And the CRJ was going next to Denver with the same crew. The poor folks waiting for that flight out there in the boonies were really getting a raw deal.

Very possibly. I fly in and out of YYZ multiple times a month and since the announcement I've personally experienced the following:

1) Took 30 minutes for someone to arrive and marshal the plane to the gate after arrival
2) Took over 90 minutes to unload/deliver luggage to baggage claim

Both of these events took place during the morning or afternoon time frames. When I arrive in the dead of the night I'm a little more lenient about the times.

Wow....I used to think CLT was the slowest in the UA system for delivering luggage. 90 mins at YYZ is intolerable.

Did I miss something? Is this a new thing? I had the FA on a CRJ200 from LGA-IAD on Tuesday tell me that my rollaboard had to be checked even though it fit both under the seat and in the overhead because "all wheeled luggage must be gate checked on this aircraft."

However, IME, 60+ minutes for gate checks (or even marshalers) at YYZ is not atypical. For whatever reason, the ramp there is, apparently, severally understaffed.

Thanks - Did that. They responded within the day with an electronic travel certificate on the condition that I leave them alone. There is no admission that what they did was wrong. "RELEASE OF LIABILITY
By acceptance of this travel certificate you release United; the operating carrier, and their respective employees, agents and representatives from any and all liability, claims or damages resulting or arising from the matters relating to your flight, compensation therefore or any related complaint."

That is the "rule" for certain UX operators using CRJ200 but is not the rules for CRJ700 which was the cited case.

Please add to the hilarity by telling us they actually said "leave us alone" :D