How often do you complain about the Wifi?
Jan 15, 2019, 12:48 pm
#31
Join Date: May 2016
Location: SFO
Programs: UA 1K, Marriott Titanium, Hyatt Globalist
Posts: 69
I had a paid monthly domestic Wifi subscription, and I was on a flight where the site had error and would not let me log in.
I screenshotted the error, submitted it to UA customer care's web portal and they gave me a $75 travel cert. Fyi the monthly subscription cost $49 and I had used it on a handful of other flights.
I screenshotted the error, submitted it to UA customer care's web portal and they gave me a $75 travel cert. Fyi the monthly subscription cost $49 and I had used it on a handful of other flights.
Jan 15, 2019, 1:39 pm
#32
Join Date: Jan 2015
Location: CYYC/CYYZ
Programs: UA 1K, IHG Spire, Bonvoy Titanium, Hertz P.C., GE/NEXUS
Posts: 140
WiFi works for me about 50% of the time that's why I don't buy a subscription. For the times it doesn't work a simple email to 1K Voice always got me a prompt full refund.
Jan 15, 2019, 2:11 pm
#33
Join Date: Jul 2015
Location: Pacific
Programs: UA GS, Lifetime 4 MM, BA Gold, , Marriott Lifetime Titanium Elite, Marriott Ambassador Elite
Posts: 476
Yup. They also sometimes say, hurry up and get on because we won't have coverage mid-flight! What?
Jan 15, 2019, 2:33 pm
#34
Join Date: Jan 2008
Location: EAU
Programs: UA 1K, CO Plat, NW Plat, Marriott Premiere Plat, SPG Plat, Priority Gold, Hilton Gold
Posts: 4,712
But yes, one of the reasons I fly United rather than other star alliance carriers internationally is the global wifi - but it is definitely not the value add I've been expecting.
I wonder if their sat product just doesn't have the bandwidth to accommodate the people trying to use it.
Jan 15, 2019, 3:15 pm
#35
Original Poster
Join Date: Dec 2009
Location: Montrose, CO
Programs: United 1K MM, Marriott LTPP
Posts: 548
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 15, 2019, 5:40 pm
#37
Join Date: Jun 2004
Location: Washington, DC
Programs: UA Gold 1MM, AA EXP, HH Diamond, MR Gold, Avis PC, Hertz PC
Posts: 1,252
This is a legit question; when you write in to complain about the wifi, what do you say? Do you actually ask for compensation, or just state that it was a giant inconvenience and hope they connect the dots and give you a cert?
I purchase the wifi on most of my flights and I would say it works ok about 75-80 percent of the time.
I purchase the wifi on most of my flights and I would say it works ok about 75-80 percent of the time.
Jan 15, 2019, 8:20 pm
#40
Join Date: Aug 2008
Location: PHL
Programs: UA 1K 1MM, Marriott Gold, IHG Platinum, Raddison Platinum, Avis Presidents Club
Posts: 5,271
I complain EVERY time. EVERY time, I've tried to use it, it either doesnt work at all or stops half way through the flight. I 5h3n complain to CS and either get a refund or an ECT (worth the wifi cost or more). Since, it has never worked well for me, I've only tried it about 3-4 times, but I've never actually had to pay for it before.
Jan 16, 2019, 12:07 am
#41
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,595
I ask for a refund, which is always provided.
Jan 16, 2019, 12:36 am
#42
Join Date: Apr 2010
Location: SAN
Programs: UA
Posts: 204
Never, seeing as I've never paid for it. I only use it for the free flight status information. I do remember on one flight, it dropped out completely for a good while. I'd imagine an outage like that also effects the included "personal device entertainment" so if I was counting on that I'd probably be a bit irritated then. For me it's no loss though.
Jan 16, 2019, 3:26 am
#43
Join Date: Nov 2017
Posts: 3,359
Perhaps I'm an outlier here but in the dozen of so UA flights I've had in the past year about 2 or maybe 3 had INOP Wifi. IMHO you should complain whenever Wifi doesn't work - folks it's 2019 not 2002 Wifi onboard aircrafts is an expectation now (as opposed to a luxury) and UA has had wifi across their fleet for sometime now. Heck they even sell monthly and annual subscriptions for the service! You're flying UA not AC where you're more likely to be on a 747 with them then having Wifi be offered on the flight let alone have it working!
-James
-James
Jan 16, 2019, 5:27 am
#44
Join Date: Sep 2002
Location: CHS
Posts: 2,246
I paid for WiFi on 18 mainline flights in 2018 and requested refunds for 16 of them. All received no questions asked. I also had a 1 month subscription for a heavier travel month and was issued a voucher for $100 when I complained about that. As someone else mentioned, UA clearly knows this is an issue.
My SOP now is to buy it early, use it while I can (sometimes 10 minutes...sometimes 45)...and then file a claim upon landing.
Will say the Express flights (and I guess PS too although I don’t fly them) with Gogo is much more reliable.
I’ve shifted a lot of my business to DL and AA (DL WiFi tends to be most reliable) because business still happens while we are trapped in a tube. If there’s a time where I know I’ll be in the air and need WiFi...I book away from UA.
My SOP now is to buy it early, use it while I can (sometimes 10 minutes...sometimes 45)...and then file a claim upon landing.
Will say the Express flights (and I guess PS too although I don’t fly them) with Gogo is much more reliable.
I’ve shifted a lot of my business to DL and AA (DL WiFi tends to be most reliable) because business still happens while we are trapped in a tube. If there’s a time where I know I’ll be in the air and need WiFi...I book away from UA.
Jan 16, 2019, 6:21 am
#45
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.6MM UC | AA CK 0.7MM AC | Bonvoy Ambassador | Hyatt Globalist | Hertz PC
Posts: 1,054
I did 120 flights last year, 20 UX and 100 UA. I have the annual Wi-Fi subscription and GoGo worked for every flight while my hit-rate on mainline is roughly 50/25/25 where it mostly works half the time, barely works (maybe a 30-45 minute window of connectivity randomly) 25% of the time, and is totally inoperable 25% of the time.
My metric, by the way is simply being able to download/send e-mails from Outlook which is what I really use my plane time for, which isn't that intensive connectivity wise.