ATL Huge Slow Moving Lines, Yelling Agents, Terrible Reroutes
Dec 29, 2015, 3:26 pm
#16
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,974
Dec 29, 2015, 4:23 pm
#17
formerly FrequentFlyKid
Join Date: Nov 2002
Location: Cleveland, Ohio
Programs: United Global Services, Marriott Bonvoy Ambassador, National Executive Elite
Posts: 981
We got to ATL to find our flight to IAH cancelled. No text or email notification. The United counter was total chaos. We finally figured out by talking to other passengers that there were two lines--one for checkin and the other was for canceled flights.
As we were talking to some other people we heard and saw an agent yelling at the top of her lungs at a passenger who had stopped her to ask a question. She yelled at him to not ask her any questions she had other things to do. Everyone was dumbfounded!
We finally figured out which line to get in but got on the phone to United and listened to Rhapsody in Blue for an hour and finally got an agent. Our final destination was CUU (Chihuahua) and we have been rerouted through Mexico City with Aeromexico. We have a 7 hour wait in ATL for our ATL-MEX flight. Then an 8 hour layover in MEX. Oh boy.
After we got our new confirmation number from the agent on the phone we noticed that we hadn't moved in line the whole time that I had been talking.
OK, rant over. Thanks for listening.
As we were talking to some other people we heard and saw an agent yelling at the top of her lungs at a passenger who had stopped her to ask a question. She yelled at him to not ask her any questions she had other things to do. Everyone was dumbfounded!
We finally figured out which line to get in but got on the phone to United and listened to Rhapsody in Blue for an hour and finally got an agent. Our final destination was CUU (Chihuahua) and we have been rerouted through Mexico City with Aeromexico. We have a 7 hour wait in ATL for our ATL-MEX flight. Then an 8 hour layover in MEX. Oh boy.
After we got our new confirmation number from the agent on the phone we noticed that we hadn't moved in line the whole time that I had been talking.
OK, rant over. Thanks for listening.
Dec 29, 2015, 5:38 pm
#18
FlyerTalk Evangelist
Join Date: Nov 2004
Location: ORD
Programs: UA 1K
Posts: 16,902
This is not meant with any disrespect whatsoever and I empathize with your situation. If you do not have notifications enabled then you should not have expected a notification (maybe some can correct me). My armchair quarterback suggestion would be that you should have absolutely checked your flight status before leaving for the airport - at a minimum - especially given the huge storm and coupled with the increased holiday traffic. For perspective, I had a non-status friend on hold for 3 hours and 45 minutes before getting and agent and the best he could do was to get out of Cleveland on Thursday after his flight was cancelled this morning.
Dec 29, 2015, 5:55 pm
#19
formerly FrequentFlyKid
Join Date: Nov 2002
Location: Cleveland, Ohio
Programs: United Global Services, Marriott Bonvoy Ambassador, National Executive Elite
Posts: 981
Dec 29, 2015, 6:20 pm
#20
Join Date: Oct 2013
Programs: UA 1K, Marriott Gold, Hyatt Plat, GE/TSAPre
Posts: 251
I have far better luck enabling push notifications in the app for the flight status cards of flights that matter to me than relying on text/auto-call from United via the web preferences. Your mileage may vary but thats my go to.
And I always am religiously keeping track of equipment within 12-24 hours when storms are as bad as they were this week so I can be proactive about changing.
And I always am religiously keeping track of equipment within 12-24 hours when storms are as bad as they were this week so I can be proactive about changing.
Dec 29, 2015, 7:10 pm
#21
Join Date: Dec 2011
Programs: UA 1P
Posts: 545
Dec 29, 2015, 7:34 pm
#22
Join Date: Feb 2008
Location: Honolulu / DC
Programs: UA 1K /2mm / Marriott Lifetime Titanium , Hilton Diamond
Posts: 1,053
ATL is a difficult station for UA. Some of the least helpful, most demeaning and poorly trained gate agents anywhere. This shows worst when IRROPS happen. I've seen agents do things that simply defy explanation (like making a passenger put her Kindle in her carry-on because otherwise it would count as a 2nd personal item. I've seen them scream at patients and frequently simply turn their backs on them and ignore them. They did have a good UC crew - hope they are back.
OP - your experience seems to have been at the ticket counter...hope you survived it. There - validation of rant.
OP - your experience seems to have been at the ticket counter...hope you survived it. There - validation of rant.
Dec 29, 2015, 8:23 pm
#24
Join Date: Apr 2011
Programs: UA 1K, Marriott LT Titanium, Hyatt Globalist
Posts: 1,069
ATL Huge Slow Moving Lines, Yelling Agents, Terrible Reroutes
You'll enjoy the ride with DL, at least compared to UA certainly. Will you earn DL miles? Maybe. DL now has a process where IRROPS from another carrier doesn't earn miles on DL, but it's been known to be hit or miss.
Dec 29, 2015, 8:56 pm
#25
Join Date: Feb 2008
Location: Honolulu / DC
Programs: UA 1K /2mm / Marriott Lifetime Titanium , Hilton Diamond
Posts: 1,053
Dec 29, 2015, 9:47 pm
#26
Original Poster
Join Date: Jan 2011
Location: Georgia
Programs: AA, UA, DL, BA, HH, IHG
Posts: 155
We're in the Centurion Lounge now in MEX having a couple of Coronas to dull the pain. Nice flight down on Delta.
The Centurion here is kinda like a United Club in the US if you know what I mean. We'll get kicked out of here at midnight. Then we'll have 7 hours to kill before our flight out to CUU at o'dark o'clock.
This jet setting life is so glamorous.
The Centurion here is kinda like a United Club in the US if you know what I mean. We'll get kicked out of here at midnight. Then we'll have 7 hours to kill before our flight out to CUU at o'dark o'clock.
This jet setting life is so glamorous.
Dec 29, 2015, 10:06 pm
#27
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,698
Yea I tried that Sunday. Completely inoperative on multiple flights.