How often do you complain about the Wifi?
Jan 14, 2019, 3:52 pm
#16
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,618
I have a global subscription. I don't expect connectivity between the Philippines and Japan, Greenland and St. Johns/Maine, Hawaii and Pacific atolls, and other bits of unpopulated vast oceans. I'm also happy if I get connectivity 50% of the time.
In the past year, I have complained twice and received ETCs. But I don't think it's really worth complaining. I want to reserve my complaints for real stuff -- like when I sat on a wet seat! Or there's trash in the front pocket.
In the past year, I have complained twice and received ETCs. But I don't think it's really worth complaining. I want to reserve my complaints for real stuff -- like when I sat on a wet seat! Or there's trash in the front pocket.
Jan 14, 2019, 4:03 pm
#17
Join Date: Jun 2004
Location: ATL
Programs: Delta PlM, 1M
Posts: 6,363
I do think though that air wifi is marginal and one should not expect much. I try to have work I can do off-line setup prioer to the flight.
Jan 14, 2019, 4:35 pm
#18
Join Date: Mar 2016
Location: Houston/DC
Programs: UA 1K, 1MM
Posts: 564
Others have reported that after a certain number of complaints, the ETCs will stop. I stopped filing customer care complaints some time ago but will request a refund if it doesn’t work greater than 50% of the flight. They always refund (without any confirmation).
I’ve noticed that since the 25% explorer card discount came into effect WiFi prices are 25% higher. But, WiFi has also been somewhat faster since, so perhaps UA pricing was too low relative to demand.
Alot of the comments here are directed to just getting refunds for per flight access fees. I get it, but ETC comp is the only real compensation for a subscriber, as UA will not refund your subscription fee.
I think I might go the ala carte route next year, as it might be cheaper to only pay for the wifi sessions that work & request refunds on the ones that do not.
Jan 14, 2019, 5:09 pm
#19
Original Poster
Join Date: Dec 2009
Location: Montrose, CO
Programs: United 1K MM, Marriott LTPP
Posts: 548
I don't have the same complaint if I am going on vacation or if its a weekend flight.
Thanks, some good responses here. I've never had a problem getting it refunded but for me the bigger issue is the lack of a valuable and advertised service. As others have mentioned the other airlines seem to have the quality and reliability at a higher level.
I think I am going to take a short break from complaining and see if they get it improved. One of the responses I got did mention they were performing new tests on it.
Last edited by WineCountryUA; Jan 15, 2019 at 2:06 am Reason: merging consecutive posts by same member
Jan 14, 2019, 6:46 pm
#20
Join Date: Nov 2004
Location: PDX
Programs: AA LT PLT (3.6+ MM), UA 1K LT Gold, Hilton LT Diamond, Bonvoy Gold.
Posts: 1,662
I've given up trying to use it and no longer try. It is truly awful most of the time and I can't be bothered to muck around trying to get stuff done.
Jan 14, 2019, 7:41 pm
#23
Join Date: Jul 2015
Location: ORD/CLE
Programs: UA 1K HH Diamond
Posts: 294
Had a routine going of buying wifi, type out some emails, attempt to send, usually fail to send, then submit the complaint and get reimbursed, then entering a negative out the business expense to my company after getting UA's reimbursement. Realized I was wasting more time doing this process than actually work getting done on the plane and just plan to not have internet now.
Jan 14, 2019, 9:16 pm
#24
Join Date: Dec 2008
Location: Chicago IL US
Programs: UA 1K; National Executive Elite; Hertz PC & Hotels Galore
Posts: 946
Not to be contrary just to be contrary -- but I've found the wifi to be sufficient for periodic e-mails, communication and (non-streaming service) downloads. 90% the time it works sufficiently for me to be as productive as I need to be while in the air. This includes international travel. I've never expected it to work well for a stable VPN or remote desktop session.
Instagram no longer works reliably. So what?
Instagram no longer works reliably. So what?
Jan 14, 2019, 10:33 pm
#25
Join Date: Jan 2015
Location: ABQ
Programs: UA 1K, Hilton Diamond
Posts: 11
My last flight on Jan 11th from LON to IAH I paid about $30 for the full flight. The WiFi worked great for about 3 hours and let me get caught up on my work. The rest of flight it was spotty at best. I didn’t request a refund because actually it was one of my best experiences on United’s WiFi for a long time.
Jan 14, 2019, 11:11 pm
#26
Join Date: Sep 2005
Programs: UA gold; WN A; PC plat; Marriott Gold
Posts: 425
I was able to get a full refund of monthly north america subscription when I requested at one point last year. In the notes of the wifi refund request, I wrote down here are the handful of flights during the past 30days of subscription where wifi was inoperable.
Jan 14, 2019, 11:29 pm
#27
Join Date: Sep 2008
Posts: 812
I complain about 40% of the time I pay for the wi-fi. The resolution each time was to refund the fee in full. Must be bad since United has a special web page just to request refunds for wifi!
For me, I have a higher expectation than suggested above. For the time after payment til passing 10,000 feet in descent, I expect it to work at least 75% of the time.
For me, I have a higher expectation than suggested above. For the time after payment til passing 10,000 feet in descent, I expect it to work at least 75% of the time.
Jan 14, 2019, 11:34 pm
#28
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,200
I agree with you about not wanting to moan but think of it this way, when I fly on Jetblue I don't have a problem with the wifi. When I fly on Delta I don't have a problem with the wifi. Most of the time when I fly on AA I don't have a problem with the wifi. But whenever I fly with United I have a problem 50-75% of the time. To load an email and take a minute when it's just in HTML is unacceptable. If other airlines can get it right so can United, complain otherwise they don't know or think they are doing something wrong. (although I'm sure they are)
I agree with you - AA, DL, AC, NH, BR - I've flown all of these airlines in the past year and found a consistent, working wifi system with reasonable pricing (well, if you count free Gogo passes through Amex) - on United, the wifi has either been unusably slow, or it just doesn't work, and that part has been consistent.
Jan 15, 2019, 6:59 am
#29
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,581
This. I don't complain, I just request a refund when the service isn't available after I've paid for it.
Jan 15, 2019, 12:27 pm
#30
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,218
It is the rare occasion I can get the WiFi to work. I no longer write into United as although the ETCs were a nice touch it really is not the issue.
Fortunately on my (delayed) LAS-SFO flight it is a 737 and we have Direct TV. United has made it available to us FOC.
Fortunately on my (delayed) LAS-SFO flight it is a 737 and we have Direct TV. United has made it available to us FOC.