UA958 Jun 12 '15: MX @ ORD, Diverts to YYR for 2nd MX, Pax Housed @ Military Barracks
Jun 15, 2015, 12:25 pm
#181
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UA and all of the *alliance have these too. I would assume the other major carriers also do. Whether or not this rose to the level of activating the Emergency Responce Team, that's primary role is emergency responce is something that can be debated, but teams of all the carriers (assigned by carrier and geographic region of the glove of the emergency) do exist.
What was the logic behind returning the passengers to their origin rather than proceeding on to England? That many would opt for the failed trip idea (I have forgotten the airline term for a trip where the delay is such there is no longer a point to the travel) and demand a refund?
Jun 15, 2015, 12:27 pm
#182
Join Date: Jan 2015
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What stands out to me, other than of course the lack of communication, is the maintenance issues UA seems to be having. That fact alone makes me not want to fly with them.
Jun 15, 2015, 12:28 pm
#183
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What was the logic behind returning the passengers to their origin rather than proceeding on to England? That many would opt for the failed trip idea (I have forgotten the airline term for a trip where the delay is such there is no longer a point to the travel) and demand a refund?
Knowing UA, if any pax tried to claim trip in vain they probably would have debit memo'd them for the fare construction from ORD to YYR to EWR. after all, UA vacations sells that, right?
Jun 15, 2015, 12:29 pm
#184
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To everyone on the flight: You're also due 600€ in CA$H compensation under 261/2004 regardless of what UA offered. It will be difficult to get it out of them though.
Jun 15, 2015, 12:31 pm
#185
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Only for flights on an EU carrier (which UA is not) or flights departing the EU (which this one did not).
Jun 15, 2015, 12:35 pm
#186
Join Date: Jul 2012
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1P's comments are spot on. I unfortunately had a similar experience with a UA flight from LHR to LAX that got diverted to Shannon a few years back - scheduled to arrive on Friday, got home on Sunday (2 nights in Ireland). After that flight, I moved all my air spend (roughly $50k per year) to AA and haven't looked back.
Jun 15, 2015, 12:41 pm
#187
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Canadian readers have a different perspective. Read the comments from this CBC story to see that Canadian readers view the passengers as "spoiled brats."
http://www.cbc.ca/news/canada/newfou...upts-1.3113036
The fact is that there are only two small motels in Goose Bay, not enough for everyone (check www.tripadvisor.com). However, there are some b&b, and those pax who wanted to go on their own should have been given the option to do so.
A BIG unanswered question is this: were passengers able to leave the Canadian Air Force base to go in town? Clearly, the crew must have been cleared by Canadian immigration, so at least an immigration officer must have been available. (A quick check shows that there is one on duty at that airport.)
Anyone who was on that flight, could you please tell us if passengers were permitted to leave the base?
http://www.cbc.ca/news/canada/newfou...upts-1.3113036
The fact is that there are only two small motels in Goose Bay, not enough for everyone (check www.tripadvisor.com). However, there are some b&b, and those pax who wanted to go on their own should have been given the option to do so.
A BIG unanswered question is this: were passengers able to leave the Canadian Air Force base to go in town? Clearly, the crew must have been cleared by Canadian immigration, so at least an immigration officer must have been available. (A quick check shows that there is one on duty at that airport.)
Anyone who was on that flight, could you please tell us if passengers were permitted to leave the base?
I found this on another site:
http://onemileatatime.boardingarea.c...-for-20-hours/
It looks that all passengers were cleared into Canada so that means they were all free to go wherever. However, since they were told that a replacement aircraft would arrive in the morning, somehow nobody thought of going into town on their own. ...
"Yes, we were cleared for entry to Canada via 2 customs agents who were extremely nice after undoubtedly being awaken to clear a 767 at midnight.
Issue was, we never touched the civilian terminal. Old school buses picked us straight up from the aircraft, straight to customs, the back on the same bus to the barracks. originally, we were told a replacement 767 would arrive morning time Saturday for a straight continuation to LHR. Given that, none of us could find better options. Of course, the story changed when the original replacement was grounded for maintenance as well."
http://onemileatatime.boardingarea.c...-for-20-hours/
It looks that all passengers were cleared into Canada so that means they were all free to go wherever. However, since they were told that a replacement aircraft would arrive in the morning, somehow nobody thought of going into town on their own. ...
"Yes, we were cleared for entry to Canada via 2 customs agents who were extremely nice after undoubtedly being awaken to clear a 767 at midnight.
Issue was, we never touched the civilian terminal. Old school buses picked us straight up from the aircraft, straight to customs, the back on the same bus to the barracks. originally, we were told a replacement 767 would arrive morning time Saturday for a straight continuation to LHR. Given that, none of us could find better options. Of course, the story changed when the original replacement was grounded for maintenance as well."
Recently, I've begun to carry Canadian currency when flying to Europe so if stranded in Goose Bay or Iqiluit, if the taxi doesn't take credit cards, I have loonies.
I'm usually in a hurry but I would have liked to land on Ascension Island if not too pressed for time!
Jun 15, 2015, 12:42 pm
#188
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In interviews I've seen from the passengers, the main complaint is the lack of communication. I'm sure people would still be complaining about the barracks & lack of heat, but not to the extent we've been hearing & it's all because United made their passengers mad by not communicating with them. Since United is fully in control of its own PR & Customer Service, they get the full brunt of the blame for this situation from me.
That Twitter response is beyond the pale, though. Who runs their PR/ Customer Service department? Cruella Deville?
That Twitter response is beyond the pale, though. Who runs their PR/ Customer Service department? Cruella Deville?
Jun 15, 2015, 12:46 pm
#189
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Maybe there's money to be made in Goose Bay? Maybe an enterprising owner of one of the motels can come up with a business plan for a flight diversion company that would provide housing (some of it in the motel, some in the barracks, then provide food and entertainment) for a fee?
Jun 15, 2015, 12:52 pm
#190
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Interesting article from the Wall Street Journal on how this situation was handled:
United Airlines Passengers Forced to Chill Out Overnight in Canadian Military Barracks
Last edited by J.Edward; Jun 15, 2015 at 2:22 pm Reason: Update VBB Code
Jun 15, 2015, 12:54 pm
#191
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Thank you again, nautical, for telling us your story, and also coming back to answer our questions. This is really invaluable.
It's more than just saying "sorry for the inconvenience; we're fixing the problem right now." There is a human aspect to the situation that seeks not necessarily a concrete answer like "what's the new ETD," but a show of compassion and reassurance that UA will take care of them--respect. The way I see it, UA approached this incident like a logistical puzzle, to be solved by the technical specialists in WHQ. UA's communication failure comes from words that were both said and unsaid. The blame goes to the top, because IMO it's emblematic of the way Willis Tower metes out customer service these days.
... I guess I'd prefer actions over words.... I don't think regular messages - delivered via a crew member or some other method - that effectively say, "we're sorry for the inconvenience and are working to fix the problem," would make me feel any better as long as the problem isn't fixed.
Jun 15, 2015, 12:56 pm
#192
Join Date: Jul 2001
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When you have one person wearing the 3 hats of President, CEO & Chairman of the Board, that's not going to happen. I doubt that any of the board members have the balls to stand up to Jeff. If they do, they'll be run off by Jeff and his lackeys on the board.
Jun 15, 2015, 1:14 pm
#194
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This is inane. UA management is godawful and costing tens of millions (at least) in reputation and lost business here; I for one would never fly this airline overseas now without some major changes and I bet a lot of people agree with me.
If money is your God, fine, I get that, but how much would it cost UA to TALK to the semi-abandoned passengers? Even if only to say, "Sorry for what has happened; we are working on it and will let you know something as soon as we can."
Everyone understands that in an emergency situation you land and then try to sort things out. Maybe there is minimal food/comfort onsite and there is nothing much to be done for a while.
But to STOP TALKING and ignore customers for hour upon hour is madness. And you move heaven and earth to minimize discomfort and restore the situation.
If money is your God, fine, I get that, but how much would it cost UA to TALK to the semi-abandoned passengers? Even if only to say, "Sorry for what has happened; we are working on it and will let you know something as soon as we can."
Everyone understands that in an emergency situation you land and then try to sort things out. Maybe there is minimal food/comfort onsite and there is nothing much to be done for a while.
But to STOP TALKING and ignore customers for hour upon hour is madness. And you move heaven and earth to minimize discomfort and restore the situation.
Jun 15, 2015, 1:15 pm
#195
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Let's please keep this thread focused on this event. I have removed some posts that were off-topic in comparing UA and DL. There are plenty of other threads for those conversations.
l'etoile
UA modertor
l'etoile
UA modertor