"We're sorry" status of cards onboard.
#1
Original Poster
Join Date: Apr 2001
Location: West Coast USA
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Posts: 7,553
"We're sorry" status of cards onboard.
I've had a number of flights during the past several months with issues onboard. It really seems to be random if "We're sorry for the inconvenience" cards have been placed onboard for the flight Purser to use/distribute. Writing in only adds to the frustration. Just got a "tough luck" e-mail from Global Services after writing in at the request of the Purser. Anyone know the status on the cards and if they are indeed loaded for each and every domestic or international flight? Thank you.
#2
FlyerTalk Evangelist
Join Date: Apr 2006
Location: Los Angeles, California
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I've had a number of flights during the past several months with issues onboard. It really seems to be random if "We're sorry for the inconvenience" cards have been placed onboard for the flight Purser to use/distribute. Writing in only adds to the frustration. Just got a "tough luck" e-mail from Global Services after writing in at the request of the Purser. Anyone know the status on the cards and if they are indeed loaded for each and every domestic or international flight? Thank you.
#4
Original Poster
Join Date: Apr 2001
Location: West Coast USA
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Posts: 7,553
I'm not looking to make life more miserable for UA but the "tough luck" and go pound salt response I got after asking for a review again really upset me. I'm going to look at the DOT form if this is going to be their canned response.
#5
Moderator: Midwest, Las Vegas & Dining Buzz
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,976
GSCS has always been fair to me. I have never had to escalate my issues. And yes, they have said no to me before.
#7
Join Date: Apr 2000
Location: san antonio, texas
Programs: 3.2MM AA, 1.4MM UA,StwdLftPlt
Posts: 1,586
I've had a number of flights during the past several months with issues onboard. It really seems to be random if "We're sorry for the inconvenience" cards have been placed onboard for the flight Purser to use/distribute. Writing in only adds to the frustration. Just got a "tough luck" e-mail from Global Services after writing in at the request of the Purser. Anyone know the status on the cards and if they are indeed loaded for each and every domestic or international flight? Thank you.
#8
FlyerTalk Evangelist
Join Date: Apr 2006
Location: Los Angeles, California
Programs: United, American, Delta, Hyatt, Hilton, Hertz, Marriott
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The DOT doesn't do anything other than compile complaints, send them to the airline and distribute them go the media. Media outlets get interested if an airline gets a spike of complaints or something unusual occurs. My experience is that enough DOT complaints get the attention of the airline; it gets someone on the phone interested in discussing the problem rather than trying to titrate the exact free mileage dose that will shut me up.
Use the DOT; it gets results.
#9
Original Poster
Join Date: Apr 2001
Location: West Coast USA
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Posts: 7,553
I don't like the response from UA. I have been told that should have received a card while on the plane. No cards were loaded so that made my issue invalid. ? The Purser told me no cards were loaded and to write in. Then I get a stupid response. And no GSCS has not always treated me fairly.
#10
Join Date: Jan 2009
Location: LHR (sometimes CLE, SFO, BOS, LAX, SEA)
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Posts: 5,893
If UA does something you feel is unsafe, you'll need to call or write to the FAA.
If UA does something you feel is unpleasant, you can fill out a Web form to be processed by the DOT Aviation Consumer Protection Division. See https://www.transportation.gov/airco...umer-complaint .
The consensus a few years ago was that it is kind of a jerk move to complain to the ACPD without first giving the airline an opportunity to fix the problem and that it's socially acceptable to escalate after the airline has said "no" once. I think the thinking used a similar logic to, if Timmy steals your crayons, you should ask for them back before you run to the teacher — the teacher might not take you seriously if you escalate every trivial complaint. Not sure.
#12
Original Poster
Join Date: Apr 2001
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Posts: 7,553
I'm not comfortable posting them. Just need to know if the cards are supposed to be loaded on every UA flight. Thank you.
#13
Join Date: Nov 2000
Location: San Francisco
Programs: 1K 2.2MM
Posts: 2,352
Not sure if they are always loaded or not, but a purser on a recent PS flight told me she doesn't hand them out any more because she "gets called into the office and reprimanded" for issuing them.
Another example of customer service at its finest!
Another example of customer service at its finest!
#14
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,256
I don't like the response from UA. I have been told that should have received a card while on the plane. No cards were loaded so that made my issue invalid. ? The Purser told me no cards were loaded and to write in. Then I get a stupid response. And no GSCS has not always treated me fairly.
I escalated an issue once to the VP level once because the compensation was so absurd; you might consider doing the same. It seems like there might be one or two bad apples that need to be driven out.
Last edited by WineCountryUA; Sep 9, 2015 at 7:03 pm Reason: Using symbols, spaces or other methods to mask vulgarities is not allowed.
#15
Join Date: Jan 2005
Location: New York, NY
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Pads of cards are supposed to be stocked in the "Inflight Customer Kit" and are controlled with serial numbers to prevent fraud/abuse. I haven't heard anything about them being discontinued, although the offers to customers are far less generous than they used to be, and generally insufficient for "major" issues.