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Is It The Attitude At IAD Or Is It Just United?  
User currently offlineHamad From United Arab Emirates, joined Apr 2000, 1160 posts, RR: 7
Posted (9 years 3 months 1 week ago) and read 5870 times:

my cousin is supposed to fly to Dubai on July 21st in this Itinerary:

IAD-JFK-DXB

the IAD-JFK was a united leg, and his scheduled departure was at 7:15pm, so he was going to get there at 8:20pm, and still have time to make it on Emirates flight. well, the scheduled departure time was pushed to 10:10pm, and there was no way he was going to make if for the Emirates flight. we were on the phone with Emirates and United, and both were nice on the phone, he got reebooked for today, but here is what happened at the airport:

all the segments were on one paper ticket, given that each airline had its own confirmation number, but still it was one whole stack of flight coupons on one paper ticket. since he was not going to make it to the emirates flight 202 from JFK, he was asking for options and rerouting, a lot of delays and cancelations from IAD, Terminals C and D were a mess. he had to wait at customer service line for an hour, the lines were moving so slow and the people at the customer service desk were taking their time as if it was a party, not an active terminal with a lot of stranded passengers. whenever he asked for an option, or the possibility of a rerouting the answer was "No", "we don't do that", or "we absolutely wouldn't do that". when he decided to take the option on flying the next day, they didn't want to help, finally he called emirates, explained to them what happened, while he was waiting at the customer service line at the terminal (a line that was very slow, if moving at all), and Emirates offered to accomodate him for the next day if he pays a $100 change fee. he agreed to that, and we called united to tell them that he will fly the next day, they rebooked him over the phone, then he left security , met me out at the check in counter and there was this nice lady, who helped us a lot, and even issued him a boarding pass for the next day, and changed the first flight coupon. she told us to hold on to the boarding pass and the flight coupons as it is not an electronic ticket. comes to the bag, she told us to go to the baggage claim when we show up today and see if the bags have made it to dubai, or if they were still in JFK, because they have been already uploaded on the flight.

well he chose the 8am departure, to rather spend the day in New york, than be stuck again. we thought "ok, things happen, all airlines have their portion of cancellations and delays" eventhough united's delay last night was due to maintenance and not weather. we showup in the morning at the baggage claim, and oh my god, there was this lady who had a huge attitude problem. we tried explaining to her what we were told to do yesterday by that nice lady, and she just smerked as she was leaving the counter of the baggage claim saying "what your tag says, is where your bags will show up, i can't do nothing for you" i really got mad and said "All i want you to do, is to please check the computer and see if the bag has already made it to dubai, or if it is still in JFK, and if he needs to claim it there and re-check it" well, she checked and said :"its in JFK" and left the baggage claim counter. i thought "you know what, i have flown United a lot before, stuff happen, but this is just too much"

I don't understand whatsup with this. i have delt with United at Denver, Phoenix, SFO and Hartford CT. at these other destinations they were extremeley nice at times, they had their glitches at other times, yet, i have experienced nothing worse than what happened yesterday at IAD. is it just Dulles, or did United change into worse, as i wouldn't know because last time i flown them was a year ago.

another question is, what does my cousin have to do now in terms of baggage? does he need to claim it at JFK, or just make sure it is going to go all the way to dubai? as i mentioned earlier, it was a question that i wanted to ask the lady, but i guess she wokeup on the wrong side of the bed.

I am not trying to bash United here, but what happened yesterday was extremely terrible.


PHX - i miss spotting
27 replies: All unread, showing first 25:
 
User currently offlineDutchjet From Netherlands, joined Oct 2000, 7864 posts, RR: 57
Reply 1, posted (9 years 3 months 6 days 23 hours ago) and read 5804 times:

I dont know what the problem is - and I can only site personal experience and stories that have been relayed to me by close friends, but UA's customer service at IAD is troublesome. There seems to be too few agents, long lines, no solutions for any problem that may arrise, and just a general lack of interest, talent and cooperation from the men and women who are supposed to help in the event of a problem (lets be honest, if everything is going according to plan, you dont go to customer service - one only pays a visit if something went wrong).

I am sure there are some very good UA agents at IAD, but I have yet to deal with one - I have no problem, in general, with UA - but after my last experience with UA which involved a missed connection at IAD, I no longer will fly UA from Europe to the US via IAD.

I understand how upsetting a situation such as your cousin experience can be.


User currently offlineBigOrange From United States of America, joined Apr 2004, 2371 posts, RR: 3
Reply 2, posted (9 years 3 months 6 days 23 hours ago) and read 5763 times:

My opinion is it's just United that's the problem and it's not just IAD.

Yesterday we had a passenger who was booked on a canceled AA flight PHL-ORD and AA reprotected her on UA with a confirmed reservation. She went over to UA who told her she was standby and had very little chance of getting on the flight.

I called AA who spoke to UA reservations, who confirmed that she was confirmed on the flight. On relaying this to the gate agent, he told her "I don't care what reservations have told American."

This just shows the whole bad attitude that people have over at UA. I'm sure someone at UA will defend themselves and argue that it's because of the whole staff issues, but my opinion is if you don't like what's happening to you find another job.

I have been unhappy in jobs before but I never took it out on my customers, I just sat it out until another job came up.


User currently offlinePotomac From United States of America, joined Jul 2003, 713 posts, RR: 0
Reply 3, posted (9 years 3 months 6 days 23 hours ago) and read 5759 times:

i'd say that the UA experience at IAD is probably much more than an isolated incident but less than a chronic, persistent problem. as valuable as a hub that IAD is - with its mainline, TED, express, and international products - operations there are certainly hampered by the airport environment.

summer weather is certainly a big factor, with persistent t-storms in the DC area and the east coast regularly affecting operations. further, dulles is a victim of its own growth and success, and the terminal areas are in obvious need to catch up with the current levels of air service. to that end, the airport is (and will be for some time) under constant construction, and this affects both landside and airside operations. the good news is that there is room to grow and expand and over time, the various construction projects will yield significant improvements for the passenger.

that all being said, i have heard that significant operational issues about UA have been raised at the senior management levels. baggage service, the G-terminal, check-in - all areas of concern. let's hope that it can mostly be attributed to the strain of summer ops and the limitations of the facilities, and that it will improve over time.

i'll be flying out of IAD tomorrow morning. needless to say, the boarding passes have already been printed and i plan on leaving good and early.


User currently offlineCarfield From United States of America, joined Dec 2003, 1936 posts, RR: 8
Reply 4, posted (9 years 3 months 6 days 23 hours ago) and read 5754 times:

Well I will try to reclaim the bags at JFK... obviously the bags do not make it to DXB that evening, and according to FAA and TSA, the bags should not be on the IAD-JFK flight at all because the passenger is not on board. But the question will be "the bags are with Emirates or with United"...

Last time, I had a similar problem... my BOS-JFK on AA was delayed severely that I missed my JFK to YVR flight on CX. CX rebooked me for the next day, but the bags were still with AA (claimed by CX agents). They told me to call BA bag office (BA is CX ground agent) tomorrow because AA will not transfer bags till the next morning. I ended up picking up the bags with BA the next mid morning. So the bags might have been transferred to Emirates by then... However Emirates only has one flight a day and their bag office may not open till later. So the bags may be still with United. The only way to find out is to try United first anyway. Emirates' bag office will not open till later of the day, unless their ground agents open early. You should call Emirates to find out...

When your friend got into JFK, s/he should just go to the UA bag office (outside of baggage claim) and have the agent check. S/he should know by then. If the bags are with Emirates, then when he check in with Emirates, he can just explain to the agent what happen and the agent should be able to trace the bags.

Well UA agents at IAD are not known to be friendliest. Even as a 1K, I rate IAD among the worst... rude people and actually SFO is the next worst... sadly SFO and IAD are UA's major hubs. With all the UA troubles, you will unfortunately find more rude agents than ever. Sometimes you wonder whey people find Jetblue or Indy Air or Southwest better airlines to deal with.

Carfield


User currently offlineHalls120 From , joined Dec 1969, posts, RR:
Reply 5, posted (9 years 3 months 6 days 22 hours ago) and read 5680 times:

Quoting Potomac (Reply 3):
summer weather is certainly a big factor, with persistent t-storms in the DC area and the east coast regularly affecting operations. further, dulles is a victim of its own growth and success, and the terminal areas are in obvious need to catch up with the current levels of air service. to that end, the airport is (and will be for some time) under constant construction, and this affects both landside and airside operations. the good news is that there is room to grow and expand and over time, the various construction projects will yield significant improvements for the passenger.

Agree with the above. Ever since Indy air "arrived," traffic at Dulles has increased, and when you throw in the area's notorious summer weather delays, paasenger frustration is sure to rise. I fly IAD frequently, and try to avoid mid to late afternoon departures, and arrive for check-in as early as possible.


User currently offlineHalls120 From , joined Dec 1969, posts, RR:
Reply 6, posted (9 years 3 months 6 days 22 hours ago) and read 5665 times:

Quoting Carfield (Reply 4):
Well UA agents at IAD are not known to be friendliest. Even as a 1K, I rate IAD among the worst... rude people and actually SFO is the next worst... sadly SFO and IAD are UA's major hubs. With all the UA troubles, you will unfortunately find more rude agents than ever.

Either you must have bad luck at drawing rude agents, or I have extremely good luck at getting nice agents. I'm premier executive, and have always found UA's IAD agents to be very helpful when I'm faced with a problem.


User currently offlineZrs70 From United States of America, joined Dec 2000, 3182 posts, RR: 9
Reply 7, posted (9 years 3 months 6 days 22 hours ago) and read 5642 times:

Whose stock was your ticket on? I am shocked that you had to pay a fee. I would immediately contact UA and explain the situation. It was their responsibility to get you to JFK. And because your ticket was all in one booking, they should swallow any change fee.


14 year airliners.net vet! 2000-2013
User currently offlineAMSSpotter From Netherlands, joined Feb 2005, 271 posts, RR: 1
Reply 8, posted (9 years 3 months 6 days 21 hours ago) and read 5614 times:

This is not the experience I have with United at IAD at all.

I once was on a non-rev flight AMS-IAD-PHX and we arrived in Dulles about 30 minutes late. Due to that and the huge line at Immigration I just missed my connection to PHX by a few minutes.

I walked to one of United's service desks (no line at all) and explained my problem. The lady who helped me was extremely friendly and tried really hard to book me on another flight to PHX the same day. However, all the flights were fully booked, so she had to book me on an early flight the next day.

The lady told me "you're on your own" when it comes to booking a hotel for the night "unless your flight from Amsterdam arrived too late". I replied that, indeed, the flight was about 30 minutes late and that this contributed to missing the connection.
The lady made a short phone call (probably to confirm the arrival time) and told me: "well, no problem then". She booked me a very nice hotel and I was given around $40 in meal-vouchers for the hotel's restaurant.

All in all, I was treated friendly and well, especially considered that I hadn't have to pay for the entire flight to begin with.
I like United and not just because of this experience. I've flown United quite a number of times and I'm always happy with their product.


User currently offlineRDUDDJI From Lesotho, joined Jun 2004, 1517 posts, RR: 3
Reply 9, posted (9 years 3 months 6 days 21 hours ago) and read 5590 times:

Quoting Carfield (Reply 4):
Well I will try to reclaim the bags at JFK... obviously the bags do not make it to DXB that evening, and according to FAA and TSA, the bags should not be on the IAD-JFK flight at all because the passenger is not on board. But the question will be "the bags are with Emirates or with United"...

That's absolutely false. Bags are cleared these days via CTX and will travel domestically with or without the pax. However the bags should not travel on the EK flight due to PPBM for Int'l flights. The bags are probably sitting at JFK EK. UA won't have any way to know that, so I'd contact EK JFK directly.

Quoting BigOrange (Reply 2):
Yesterday we had a passenger who was booked on a canceled AA flight PHL-ORD and AA reprotected her on UA with a confirmed reservation. She went over to UA who told her she was standby and had very little chance of getting on the flight.

I called AA who spoke to UA reservations, who confirmed that she was confirmed on the flight. On relaying this to the gate agent, he told her "I don't care what reservations have told American."

On the day-of-departure AA should have called PHLUA directly before booking a pax on their flight. They likely overbooked UA's flight and that's why they told your friend they were standby. This is a standard procedure when rebooking on another carrier on day-of-departure. AA obviously failed to do this, so your anger in this case is misdirected at UA...you should be mad at AA.



Sometimes we don't realize the good times when we're in them
User currently offlineCarfield From United States of America, joined Dec 2003, 1936 posts, RR: 8
Reply 10, posted (9 years 3 months 6 days 21 hours ago) and read 5529 times:

Well according to the information provided by TSA or airlines, I am under the impression that the passengers' bags must travel with the passengers only if he or she is traveling. That is the reason why there are those chaos at airports... and why passengers with check bags cannot volunteer themselves in a oversold situation or standby for an earlier flight... anyway, of course, I know these rules are difficult to enforce on a domestic flight situation, or it simply costs too much money for the airlines. Maybe I am wrong, but that is the impression I get from TSA and the airlines... But as you all know, TSA agents are not always well informed or these kinds of rules change at all times.

About UA at IAD, I guess I am just unlucky... of course, there were nice agents, but IAD under my impression does not have many of them. Well I actually avoid IAD much these days, or fly Indy-air when I get into IAD.

Carfield


User currently offlineGoodmanr From United States of America, joined Apr 2005, 297 posts, RR: 0
Reply 11, posted (9 years 3 months 6 days 21 hours ago) and read 5525 times:

Quoting Hamad (Thread starter):
Is It The Attitude At IAD Or Is It Just United?

I find United's service at IAD to be terrible. They are fine everywhere else, other airlines are fine at Dulles, but United and Dulles together is just bad.



USAirways - Chairmans Gold
User currently offlineApodino From United States of America, joined Apr 2005, 4287 posts, RR: 6
Reply 12, posted (9 years 3 months 6 days 20 hours ago) and read 5481 times:

Remember too, that ZW provides the customer service and Gate Agents for the Express flights at Dulles. Since its almost a guarantee that IAD-JFK was a ZW flight, you likely had a ZW agent working it. I have had trouble with these agents before. I tried to Jumpseat once on that route, and the gate agent said Dispatchers weren't allowed to jumpseat and his supervisor said the same thing. Obviously we are, so I put in one call to the right person and got on no problem. But it does seem like a lot of these agents are undertrained, which can cause problems.

User currently offlineSnehnath From India, joined Apr 2005, 99 posts, RR: 0
Reply 13, posted (9 years 3 months 6 days 19 hours ago) and read 5408 times:

My only bad experience with UA was at IAD. I was travelling from CMH to DEL, via IAD and FRA. Due to weather problems at CMH, United had cancelled flights out of CMH and I had to fly the next day. Since the UA flight out from IAD to FRA was full the next day, and I guess because I was a 1P on Mileage Plus, they upgraded me from Economy to First on the IAD-FRA and FRA-DEL sector. I couldn't believe my luck. The next day I went to CMH and received boarding passes all the way to DEL and had this smug look on my face till I got to IAD. At the gate in IAD, my name got called out, the GA took my first class boarding pass and tore it in front on my face and gave me an economy class boarding pass. When I asked why..she mentioned that she couldn't expect me to travel in First Class on an economy ticket and talked about how people have paid $8000 dollars to travel first class etc. She also muttered something about the CMH agents not being able to do their job correctly and how she was going to report it to senior management. All in all, she wasn't too pleasant.

I kind of figured out what the problem was. Turns out that the earlier IAD-FRA flight had a mechanical problem and was grounded and they were trying to accomodate the First Class passengers on that plane onto the plane I was travelling in. Thats a logical sensible argument, that I would have no problem with if it was explained to me. What I really didn't like was her attempt to make me look like someone who doesn't deserve to be travelling in first class. Hell, I didn't ask for it, you guys did it for me.

Strangely, when I called up United Reservations, they insisted I was booked in F even after I got a Economy boarding pass. However, I was upgraded by United and downgraded, and I guess I still got what I paid for, which is why I didn't take the issue very far. Also I travelled F on the FRA-DEL sector on LH.
The miles credited to me on Mileage Plus also show travel on F from IAD to FRA.

Anyways, I try and avoid IAD after that. United through ORD is much better, and I have never had a problem with any of the GA's there.


User currently offlineNavairjax From , joined Dec 1969, posts, RR:
Reply 14, posted (9 years 3 months 6 days 10 hours ago) and read 5205 times:

My experiences at IAD haven't been too terrible. However, a few months ago I was booked on the return leg of an award ticket IAH-ORD-JAX on UA. I was running late a got to check in about 10 minutes before my scheduled flight. I was told I could go standby via IAD but there was no guarantee for either leg. So I asked about going on US via CLT (these flights were UA codeshares) and was told that "oh yeah there are seats but I'm not sure if they will take you on an award ticket." Granted it was my fault for arriving so close to departure time, couldn't they have switched my ticket to the codeshare flight before I went to check in with US?

User currently onlineMasseyBrown From United States of America, joined Dec 2002, 5507 posts, RR: 7
Reply 15, posted (9 years 3 months 6 days 8 hours ago) and read 5132 times:

I don't think it's the whole of IAD. I've been especially well treated there by US Customs and Immig. (no jokes, now; they were very nice), CO, VS, and Independence.


I love long German words like 'Freundschaftsbezeigungen'.
User currently offlineHAMAD From United Arab Emirates, joined Apr 2000, 1160 posts, RR: 7
Reply 16, posted (9 years 3 months 6 days 6 hours ago) and read 5068 times:

well here is what happened today after i started this post. i called Emirates after he made the flight and when i explained to them the case and the "seperate reservation issue" the Emirates agent said it! he said "someone is lying!" well, i didn't know what to say, but since my cousin was going to arrive JFK at 10:00 in the morning and i was calling Emirates at 8 in the morning, all i did is just get into the Car with a friend and drive 4 hours to JFK. we picked him up and went to EK manhattan's reservations office and they resolved the whole thing. the lady waived the fee and re-issued the whole ticket with different dates, and still the reservation showed United portions as one ticket... I told her that if they give him trouble again after returning with only the United segment remaining from JFK to IAD (on the return from DXB), i will just let him call me and i will drive up back to new york, it is a fun drive.

The bags issue was resolved. he had his baggage claim tag, he gave that to emirates and they were able to pull the bag from united. he talked to the EK gate agent at 10:20pm before boarding and she confirmed that his bag is on the flight

it was crazy to drive up there, but hey, he had the whole day so might as well spend it with us.

I have been happy on how Emirates fixed the situation. they were the ones who issued the paper ticket, and my cousin called United couple of times before for seat assignments on the United flights, and it all showed Emirates flights on the reservation, as the agent on the phone said (i can't access Emirates seat maps, you have to call them). that means that Emirates flights were showing on the reservation as a whole ticket. I understand that Emirates flights and United's flight will have different confirmation numbers, but all the coupons had one ticket number

but any way, as long as the matter was resolved, i am happy, and i guess it is an influence on whether to fly UA from IAD again or not.

Bottom line: he is on his way to dubai right now, Yaaaay

[Edited 2005-07-23 08:08:53]


PHX - i miss spotting
User currently offlineEjmmsu From United States of America, joined Oct 2004, 1692 posts, RR: 0
Reply 17, posted (9 years 3 months 6 days 5 hours ago) and read 5037 times:

Hi Hamad....


I'm really glad EK was willing to work with you.... It sounds like someone might have to start flying skyteam from IAD  Smile



"If the facts do not conform to the theory, they will have to be disposed of"
User currently offlineBaw716 From United States of America, joined Nov 2003, 2028 posts, RR: 27
Reply 18, posted (9 years 3 months 6 days 5 hours ago) and read 5008 times:

A couple of thoughts for you Hamad,

1) I am reasonably certain that UA does not operate its own flights between IAD and JFK, I think it is United Express. Problem A.
2) Dulles is a tough station for some reason, they also have some problems in their reservations office. I have had numerous "run ins" with their reservation staff at IADRR and with gate agents at IAD as well. They have a rough edge for some reason. Perhaps its workload; perhaps it is volume of passengers in a small space. The working conditions in that place are not particularly good and the concourses there are not particularly pleasant for the passengers there, so it is a very good place for conflicts to occur.
3) I am a little uncertain what has gone on with your reservation and your ticket, it seems as though your flight was on one coupon, but you had separate reservations? I'm not entirely sure how that happened, but I am certain it confused the hell out of the agent at Dulles. If they can't cope with a complicated international ticket, instead of getting someone who knows, they just say that can't deal with it and throw it back in your face. I know this to be true because it has happened to me. The only way I got out of my situation is because I knew more than they did. I just told them where to look in Apollo for the rule information and when they did, they had the answer and that was that. You, unfortunately were not in that position.

Bags: If your bags were sent anywhere, they would have only gone to JFK. Next time you find yourself in that position, don't deal with the gate agents upstairs, once you have gotten yourself rebooked for the next day, go down to baggage claim to the baggage office and ask the baggage agent to track down your bag. Once they have done so, which should take about 5 minutes, then they can put a hold on the bag until you get there, or if you authorize EK to pick up the bag for you.

Here is another point: If UA had a mechanical, they are obligated to get you to your destination: If there was another flight that evening that they could have put your cousin on, they should have FIMd him on to that flight. Not doing so was wrong on the part of United and they know it. The other thing that could have been done is that your cousin could have purchased another ticket to JFK (had there been another flight on someone else that evening), picked up the bag at United, then once he got back, he could have fought the issue with UA customer relations. If UA refused to FIM him because of a mechanical, and he had a ticket that should a connection through to BAH, then they had an obligation to get him to JFK to meet his flight. If they refuse to do so, then you have some rights and recourse due to the fact that UA has breached their obligation according to the contract of carriage. This then becomes a legal matter which can be resolved in small claims court and I can tell you that judges don't like small claims cases involving airlines. Airlines lose about 95% of the time.

Unfortunately, the working conditions at IAD drive the morale into the dirt. Add that to the things that have been done to them by UAL management: lower pay, lower benefits, lost jobs, no consideration for their efforts, its been a pretty rough road. However, on balance, I have heard wonderful things about UA personnel all around their system. So I would say don't give up on UA based on the one incident you had at IAD. When things go south at an airport due to a mechanical, gate agents get the crap beat out of them. So, sometimes they get surly. Its not an excuse at all, its just the reality.

My recommendation is to always be patient, even if it hurts a little, work with them, if they are having a bad day, use a little psychology to turn their attitude around to work with you and most of the time you will get what you need done. I have applied this philosophy and it has worked for me for a number of years.

I am glad that Emirates worked out the problem. Emirates is a First Class operation and they are a breath of fresh air that we hope to soon welcome to the west coast of the USA.

all the best,
baw716



David L. Lamb, fmr Area Mgr Alitalia SFO 1998-2002, fmr Regional Analyst SFO-UAL 1992-1998
User currently offlineUadc8contrail From United States of America, joined Sep 2003, 1782 posts, RR: 9
Reply 19, posted (9 years 3 months 6 days 4 hours ago) and read 4985 times:

hamad,
i read ure post earlier today and kept thinking about the seprate reservation issue...and the ticket thing is confusing enough...from what i gather is the tickets were issued on ek stock????iad-jfk-dxb.....2 legs on a paper ticket...if so ua could not do a whole lot on reissuing the ticket to another carrier as it was ek that issued the ticket and if any one knows....you can not reissue a intl ticket that was -not-issued by your airline....we still dont know why the uax flight was late????just that it was late and he could not make the cnx flight.....having spent 11+ yrs at ord i can tell you that if i had your cousin in front of me and looking at mis connecting i would have done 2 things....1st)call ek and explain that we are late(regardless of whos fault it is) and ask to rebook for the next day, which i can not remember where the other carrier has said no unless they were full. 2nd)if it was our fault,,,give him a room and say im SORRY.....and also let them know that i can not book them on ba or lh as the ticket they have will not allow me nor ek to do that(ek has no reason to let the revenue go out the door---tickets on EK stock)i can honestly say i have never had a problem with another intl carrier when it comes to miscnxs from us to them........i still wonder why uax was late???if it was weather...im sorry but its mother natures world and we just live in it....if it was a mech problem then you might have some recourse but iadcs is not where you would start....go to ual hq directly for any comp that you want....as a ual employee i have not heard of any attitude problems at iad and if there were,,,im sorry for there actions....uadc8



bus driver.......move that bus:)
User currently offlineSU From Russia, joined Apr 2004, 360 posts, RR: 2
Reply 20, posted (9 years 3 months 6 days 4 hours ago) and read 4964 times:

Being a big favorite of United I myself have noticed lately change of attitude in UA's ground staff, especially gate agents in IAD, but the changes I've noticed are the German agents (not sure if they works for UA or LH) that work on IAD/FRA flights that code share with LH. Even though I am LH Senator, I always fly UA on FRA/IAD/FRA flights and that's partially because I find American F/As much more pleasant, friendly and funny then Germans(sorry no offence to Germans and that's whole different story).

Couple of weeks ago I was flying with my partner (who has been 1K for several years) on UA 932 out of IAD to FRA. We both had buz. class tickets and we used his systemwide e-upgrades and got upgraded to 1 first class several weeks before the flight. We checked in 1st class counted and the agent was very pleasant, gave us the boarding passes for first class and we went to the first class lounge. After our flight was announced we went to the gate. This German guy was checking the boarding passes. I went first, he took the boarding pass and then scanned and gave me the coupon and then my partner gave him his boarding pass. The German Agent looked at the boarding pass and then told my partner how did he get the upgrade? My partner told him that he used his confirmed systemwide e-upgrade. To our surprise, the German agent (with rude and accusing tone) told him "well, I need to verify that, stay and wait" (no please or anything) and went to the computer. Again, that had happened first time ever and his been 1K for at least 4 years in a row and been using these upgrades all the time he could use. He came back after 3 minutes and told him, "ok you can go". No apologies, nothing for keeping to wait. You would think, he would at list apologies for inconvenience to the passenger and also to 1K.

In fact, I've seen that guy working a lot for that flight and he is definitely not one of the friendliest agents I've met, so anyone from UA that works in IAD, if you know him, please teach him some politeness.



"Life is too short to take it serious..."
User currently offlineUadc8contrail From United States of America, joined Sep 2003, 1782 posts, RR: 9
Reply 21, posted (9 years 3 months 6 days 4 hours ago) and read 4960 times:

hamad,
just to add what dave said......i have never seen a intl carrier fim a pax over to another carrier.....now if your cousins tickets were issued -seperately- iad-jfk on-ua-stock and jfk-dxb on ek stock then you might have gotten ua to fim him over to who ever flies between iad-jfk that-has -a ticket agrrement with ua....indy does not,,,,,i forget the intl rule for the domestic rule 120.20 but when i have dealt with intl miscnxs where i work we have to keep them on ua or who ever is the issueing carrier(exceptions---if it is written on star ticket stock)and miscnx to another star carrier then -no endorsements-are needed at all..ek is not with star last time i knew........



bus driver.......move that bus:)
User currently offlineMav75 From United States of America, joined Dec 2000, 228 posts, RR: 1
Reply 22, posted (9 years 3 months 6 days ago) and read 4784 times:

Quoting Halls120 (Reply 6):
Either you must have bad luck at drawing rude agents, or I have extremely good luck at getting nice agents. I'm premier executive, and have always found UA's IAD agents to be very helpful when I'm faced with a problem.

I used to non-rev out of IAD on UA Express, and for the most part had good experiences. With e-ticketing (even for non-revs), I only had to seek help from the UA ticket counter two or three times, and I only vaguely remember one disinterested agent.

Most of my UAX non revving was on Air Whiskey, and they usually went out of their way to get me home. But there have been some times when it seemed like they went out of their way to be difficult and rude as hell. My take on it is that since UA doesn't discriminate in treating anyone in a UA uniform (mainline or Express) like they're expendable hired help instead of actual employees, it's not long before you have a disenchanted and disinterested employee group who could care less about the airline or its customers. Their express carriers have had it even worse. Just as anyone at Air Wisconsin.


User currently offlineOurboeing From United States of America, joined Aug 2004, 475 posts, RR: 0
Reply 23, posted (9 years 3 months 5 days 22 hours ago) and read 4670 times:

I had a very hard time at IAD with British Airways and their manager at the airport (Trina Bell) was very nice at the time and promised my mom a seat on the next flight and also upgrade her if needed to. By the way, this all happened because of their screw up. She gave me her business card to call her so she can book my mother on the next flight and when I called her the next day, she was a totally different animal. She was extremely rude and just refused to accept all the things she had promised us.
I am at this point fighting with BA customer relations to get my money back as I ended up buying another ticket on a differnt carrier for my to fly back to India.
BA customer relations is pretty much the same way, unfortunately.

No BA for my family and friends after that particular incident and believe me, I have a lot of family and friends and thats some thousands of dollars every month.

OURBOEING


User currently offlineAndoo From , joined Dec 1969, posts, RR:
Reply 24, posted (9 years 3 months 5 days 22 hours ago) and read 4645 times:

Quoting MasseyBrown (Reply 15):
." Granted it was my fault for arriving so close to departure time, couldn't they have switched my ticket to the codeshare flight before I went to check in with US?

Massey,
Even though US Air is one of our codeshare partners (and by the way, if the codeshare were to all of the sudden stop, I wouldn't cry over it), United would still be losing money on the ticket because they would have to rule the ticket over to US. If US Air would have said they could take the ticket as is, which actually has been the case once or twice in dealing with them, then they could take you. Otherwise UA would be losing money on a ticket that you paid nothing for. If that makes any sense


25 HAMAD : Uadc8contrail, Thanks for ur help, I am really glad that there are nice people like you at United. it wasn't a weather problem at all, the weather was
26 Baw716 : UAdc8contrail, Even if the ticket is issued on EK stock, as long as you and EK have a ticketing agreement and as long as the coupon is closed to UA, U
27 Post contains images MasseyBrown : Andoo, I wrote Reply 15, but it sure didn't say what you quoted.
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