United Airlines customer service

Discussion in 'Hangar Talk' started by JOhnH, Apr 10, 2017.

  1. JOhnH

    JOhnH Touchdown! Greaser!

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  2. Greg Bockelman

    Greg Bockelman Administrator Management Council Member

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    There is ALWAYS another side to the story.
     
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  3. ElPaso Pilot

    ElPaso Pilot Cleared for Takeoff

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    There always is.

    However, United had the opportunity in the terminal to "rightsize" before boarding, but couldn't pull their act together and removed 4 more after boarding.

    I've been one of those "booted" passengers on a Delta flight. It wasn't acceptable to me then, either, as I missed a significant commitment. In my case, Delta made no attempt to solicit volunteers before making their selection of "you, get off the plane, you're not going to fly today."




    "An airline supervisor walked onto the plane and brusquely announced: 'We have United employees that need to fly to Louisville tonight. … This flight’s not leaving until four people get off.' "
    https://www.washingtonpost.com/news...off-battered-and-limp/?utm_term=.e8c6594830a9
     
  4. deonb

    deonb Pattern Altitude

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    In this case the other side of the story seems to be: "Saving a few bucks".
     
  5. Greg Bockelman

    Greg Bockelman Administrator Management Council Member

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    Not sure how you figure that based on the information at hand.
     
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  6. Everskyward

    Everskyward Administrator Management Council Member

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    I think United needs to come up with "their side of the story", whatever it is, a little sooner. They had the same problem in the leggings incident.

    How do they pick the unlucky passenger who is required to get off?
     
  7. dmspilot

    dmspilot En-Route

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    Looks like it was the police that injured him. How is that United's fault?
     
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  8. RJM62

    RJM62 Touchdown! Greaser!

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    Back in the good old days, I'm pretty sure I could have gotten the rest of the pax to deplane in solidarity.

    Nowadays, not so much.

    Rich
     
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  9. deonb

    deonb Pattern Altitude

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    They had other ways of dealing with the issue.

    Offer customers more money until someone got off, buy a ticket on another airline, rent a car, get a chartered flight.

    This isn't just standard FAA-regulated overbooking. They decided to add 4 United Employees to an already full flight. There had many other ways to handle this, and they chose to remove their own customers using force instead.
     
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  10. ktup-flyer

    ktup-flyer Pattern Altitude

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  11. RJM62

    RJM62 Touchdown! Greaser!

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    deleted
     
    Last edited: Apr 10, 2017
  12. labbadabba

    labbadabba Pattern Altitude

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    Chosen at random. They solicited for volunteers and when no one stepped up, they had 4 people randomly chosen by their computer.
     
  13. James_Dean

    James_Dean Pattern Altitude

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    Problem is that he wasn't "denied boarding". They boarded him. They also didn't follow the DOT rules for involuntary bumps. If you accept that then they have to turn to Rule 21 and I'll be darned if I can find how he was in violation of that section by sitting in his assigned seat.
     
  14. Ryanb

    Ryanb Final Approach PoA Supporter

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    That's what I don't undertstand. How can an airline overbook a flight and just force a revenue passenger off against their will.

    How can they overbook a flight to begin with? They're basically gambling that some passengers won't show and if they do, then the airline is forced to give incentives to free up seats. Someone explain this.
     
  15. Zeldman

    Zeldman Final Approach

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    I did that once with Northwest. They asked for volunteers to take the next flight with a bump up to first class. So I volunteered since I was in no hurry to get to my destination, and also got a voucher for a first class upgrade for my next flight. Funny part was I was the only volunteer. The 4 others that got bumped just got a seat in coach.

    I gave the voucher to my mom.
     
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  16. Zeldman

    Zeldman Final Approach

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    I was told once that last to check in, first to get bumped. That was something like 15 years ago and I have no idea if that is how it is now or ever done.
     
  17. Ryanb

    Ryanb Final Approach PoA Supporter

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    I just don't understand how they can do that to somebody who purchased a ticket. You check in last and then you risk getting booted. Never has made sense to me. :dunno:
     
  18. Bill Jennings

    Bill Jennings Final Approach

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    Flying the airlines once upon a time was a nice experience, now it's just Greyhound with wings.
     
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  19. rsleeds

    rsleeds Pre-takeoff checklist

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    How did you determine that?

    Dude got involuntarily bumped, good for $625 or $1350 depending on how long it took them to accommodate him on another flight. He refused to leave, becoming a trespasser at that point and the airport security removed him. Buying the ticket does not grant you any particular right to be on that flight. The Contract of Carriage spells it all out, but I'm sure nobody on that flight even knows such an agreement exists.
     
  20. old cfi

    old cfi Pre-takeoff checklist

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    Watched a story on local news this afternoon about a woman traveling with 2 kids on Delta. Her flight had been cancelled, next flight had problems, too and in the long run she ended up with $11,000 in vouchers! Yep, there's always another way to handle the situation. Go Delta.:rolleyes:
     
  21. Zeldman

    Zeldman Final Approach

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    I'm with ya. It's like going to a nice restaurant with a confirmed reservation just to be told there will be an hour delay before your table will be ready. Did they not know I was coming.?
     
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  22. Bill Jennings

    Bill Jennings Final Approach

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    Actually it would be "No soup for you"
     
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  23. Greebo

    Greebo N9017H - C172M (1976)

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    I'm confused by this.

    You have paying passengers in their seats.

    You have paying passengers not in their seats because the seats are full.

    So you bump the ones not sitting. How is this hard?

    Dragging a guy from his seat by force? Maybe it was within the rules but it's a customer relations NIGHTMARE.
     
  24. rsleeds

    rsleeds Pre-takeoff checklist

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    OK - Be mad at them, don't eat there again, tell people they suck, but they owe you nothing.
     
  25. rsleeds

    rsleeds Pre-takeoff checklist

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    The order is spelled out in the COC. Not as random as people want to think.
     
  26. Bill Jennings

    Bill Jennings Final Approach

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    Except you've already paid for the meal in full.
     
  27. Greebo

    Greebo N9017H - C172M (1976)

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    I believe that there's a defined order.

    It doesn't change public perception. This is still going to haunt United.
     
  28. rsleeds

    rsleeds Pre-takeoff checklist

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    And for the record, I'm not particularly a United lover - I actually travel very little by the airlines anymore and almost always in paid first, so it is better when I do. However, this guy created 100% of his own problem by refusing to leave when he was told to and fighting the security trying to remove him. Plenty of ways to have gotten his due and maybe more by not going outhouse rat crazy.
     
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  29. rsleeds

    rsleeds Pre-takeoff checklist

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    And in the United case scenario, there is a long agreement that says what happens when they can't accommodate you as you've paid for.
     
  30. Ryanb

    Ryanb Final Approach PoA Supporter

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  31. rsleeds

    rsleeds Pre-takeoff checklist

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    Agreed - United does seem to have a knack for stepping into crap piles with less than grace.
     
  32. James_Dean

    James_Dean Pattern Altitude

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    https://www.transportation.gov/airconsumer/fly-rights

    "DOT requires each airline to give all passengers who are bumped involuntarily a written statement describing their rights and explaining how the carrier decides who gets on an oversold flight and who doesn't."
     
  33. murphey

    murphey Final Approach

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    Airlines have always overbooked, it just in recent history that it's become a problem.
     
  34. MassPilot

    MassPilot Cleared for Takeoff

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  35. murphey

    murphey Final Approach

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    Wrong. Greyhound has more comfortable seats.
     
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  36. Greebo

    Greebo N9017H - C172M (1976)

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    Guy says he was a doctor who had to get home to his patients. Seems like United could have done better.
     
  37. jordane93

    jordane93 Final Approach

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    All airlines do it. Historically they look at data and find that X amount of people buy tickets but don't show up for the flight. The airline takes this data and sells X amount of extra seats because the data says that X amount of people no show.
     
  38. murphey

    murphey Final Approach

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    But during Airventure, an hour, often 2, is standard even with a reservation.
     
  39. rsleeds

    rsleeds Pre-takeoff checklist

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    A) Don't know if they did or didn't do that.
    B) It's all in the COC and I'm sure they'd have happily done that and paid him his money once he'd got off their plane. He chose to make it worse.
     
  40. Greebo

    Greebo N9017H - C172M (1976)

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    Honestly, I'm on the passenger's side here. It's simply not reasonable to expect the millions of people who fly to be familiar with the details of the COC. If you think it is, tell me - what's in your user agreement with Microsoft you agreed to when you licensed Windows?