United Wifi is Unusable / Problems Connecting to United_Wi-Fi
May 8, 2018, 12:31 pm
#301
Join Date: Feb 2000
Location: Menlo Park, CA, USA
Programs: UA 1MM 0P, AA, DL, *wood, Lifetime FPC Plat., IHG, HHD
Posts: 6,912
two of my last TWO flights had No internet working. It was really annoying, and this is on 777-200 with new Polaris. And no IFE either. s..t service.
May 9, 2018, 8:08 pm
#302
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Based on these reports I guess I got lucky. I flew two A-320s this week and on both flights the Wifi for the internet and for Private Screening worked quite well. Certainly better than it did on Southwest the next day.
May 13, 2018, 12:13 am
#303
Join Date: Jan 2013
Location: LA
Posts: 1,281
Wifi Services: Use at your own risk
Classy United
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
May 13, 2018, 12:33 am
#305
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
Classy United
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
May 13, 2018, 12:53 am
#306
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
This is surprising. I ask for a wifi refund due to dysfunction about 1 time out of 4 or 5 (most recently within the past two weeks) and haven't had issues.
Have you tried writing to 1kvoice?
Have you tried writing to 1kvoice?
May 13, 2018, 1:12 am
#307
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
A real company concerned with CS would have the purser note the failure and everyone gets a refund automatically. But this is United, are you really surprised with the response that UA gave when he wrote in?
May 13, 2018, 1:41 am
#308
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
I also had a good experience with a change fee refund due to illness earlier this year, and an outstanding cs response (including personal phone call) when I complained about a cabin cleaning issue last month.
Is UA perfect? No way. Do I think they're trying to screw their customers on a regular basis? Absolutely not.
May 13, 2018, 6:20 am
#309
Join Date: Jul 2012
Posts: 1,115
Doing this may lead to unpredictable consequences affecting your future business with UA. I'd advise against doing this except if WiFi billing is entirely handled by a third party or if you don't plan on flying UA anymore. Try escalating HUCA before thinking of chargeback.
May 13, 2018, 7:24 am
#311
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
Over the last several months United WIFI has become terrible. I had 5 flights in a row (some more than 3 hours) with no WIFI. Last week, on both DEN-SJC and SJC-DEN (mainline) the WIFI worked for only 45 minutes on each flight. Unless I hit a bad streak of flights, something seems to have changed for the worse. Over the last couple of years United WIFI wasn't great but it was usable for most of the fight.
May 13, 2018, 11:08 am
#312
Join Date: Jan 2016
Posts: 622
Classy United
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
One tends to believe if you purchase a service, said services need to be rendered. If not, purchased services shall be refunded. Sounds fair to me, but guess I have been proven wrong.
On a flight about a month ago, purchased Wifi. Services ended up having issues immediately and about a half minute into me purchasing wifi the FA decides they need to reboot the system....this time leading to a total failure and wifi not working at all for rest of flight.
What do I do, well I submit a refund request....
UA responds finally with:
“Unfortunately, we cannot guarantee our WiFi services will always be functional in advance. Certain conditions, beyond the control of United, may prohibit services from functioning properly. Customers acknowledge these risks when purchasing services onboard.”
They eventually go on to tell me my refund request has been denied. Not even a few miles tossed my way.
Classy
I can see denying a refund if the service goes in and out due to cloud cover or whatever, but not on a total failure.
I'd like to see where United is asking customers to acknowledge the risk the service may not work if they pay for it.
May 13, 2018, 11:12 am
#313
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Between AUS, EWR, and YTO In a little twisty maze of airline seats, all alike.. but I wanna go home with the armadillo
Programs: CO, NW, & UA forum moderator emeritus
Posts: 35,432
Doing this may lead to unpredictable consequences affecting your future business with UA. I'd advise against doing this except if WiFi billing is entirely handled by a third party or if you don't plan on flying UA anymore. Try escalating HUCA before thinking of chargeback.
t provided. That method failed.
May 13, 2018, 11:14 am
#314
Join Date: May 2017
Programs: United GS & 1MM, Delta Silver, Marriott Ambassador, Hilton Gold
Posts: 65
So I too have never had an issue getting a refund? I have also had a few recent trips where the crew actually did notify someone about it. Two weeks ago SFO to ORD I landed with a $150.00 Travel voucher waiting in my email for me because of WiFi.
May 13, 2018, 11:31 am
#315
Join Date: Jul 2012
Posts: 1,115
https://www.flyertalk.com/forum/29504037-post9.html