This gripe is influencing 26,069 people thru 199 friends and followers
Our flight was delayed landing from Sea-Tac to SFO. Nobody on board the plane knew anything or tried to help out knowing that there were passengers that were going to probably miss their flight. We did miss our flight as we landed the same time the connecting flight left. This was ok as things happen. However, there should have been customer service support ready and waiting to help out either to escort us to the connecting flight or help us make arrangements for another flight. I was with my 72 yr old mother, We were directed to talk to the shuttle bus concierge to a customer service booth who in turn directed us to the main customer service booth way on the other side of the airport. Keep in mind my elderly mom was with me. So we hustled over there and the line was a mile long, I had to think quick so I called United's phone while I was in line, If I continued to wait, we probably didn't get to go home until the night time.The person on the phone admittedly was very helpful. He made arrangements to get us another flight leaving at 11:30. Lo and behold, this flight was on the opposite side of the airport so me and my mom had to hustle back as this was now 11:15 am. We had to stop several times as my mom was short on breath and was having chest pains. We barely made it to the connecting flight, We were the last passengers to board. Nobody from United was there to help nor were they sympathetic.
A recompense would be nice. At the very least, an apology and a promise that they would make changes to their customer service protocols. This company is a good candidate for Undercover Boss. Or maybe the boss is the problem.
Doesn't Gripe contact the merchant?Jul 3 2012
I contacted United Airlines Customer Service @United and informed them of your gripe. Hopefully they'll be in touch soon. Best, Kim (Gripe Support Team)Jul 6 2012
The only thing I received from them is an automated response to my email confirming receipt. How impersonal can United Airlines get?Jul 9 2012