TWA717_200
Topic Author
Posts: 1410
Joined: Tue Nov 23, 1999 3:51 am

Some Positive Feedback For United

Thu Jan 03, 2002 9:59 am

This is a long story, but I'm going to try to make it short.

After the 3rd day of a weeklong visit, my 13 year old stepsister was literally dumped at the Denver airport by her father. He dropped her at the curb with ticket in hand, luggage on the sidewalk, and simply drove off.

My sister maintained her composure and found her way to the United ticket counter where she relayed her predicament to one of the agents. An agent named Jenny immediately phoned my father and stepmother here in PHX and told them what was going on. Unfortunately, due to Colorado's participation in the Fiesta bowl, there were no available seats until 2 days later.

In very little time, several agents were aware of the situation, all of whom were very friendly and encouraging to my sister. One agent even went so far as to empty the contents of her own purse and give it to my sister when she learned that hers had been stolen earlier that day. The Denver PD was notified and, along with the good people at United, stayed with my sister until friends of the family were able to arrive and pick her up.

All turned out well in the end. My sister made the flight 2 days later and is now safe at home.

I guess that the argument can be made that any airline would have done the same thing under those circumstances. That may be true. However, I didn't really have positive feelings for United prior to this. Now I do.

Thank you, ladies! And thank you, United (who waived the ticket change charge Smile).
 
ewr757
Posts: 354
Joined: Mon Apr 03, 2000 8:47 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:03 am



And the dirtbag father was he arrested for child neglect or endangerment?

 
TWA717_200
Topic Author
Posts: 1410
Joined: Tue Nov 23, 1999 3:51 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:06 am

EWR757, no the Denver PD doesn't seem interested in pursuing the matter. That's why my father has drafted a letter to a couple of Denver newspapers.
 
America West
Posts: 1151
Joined: Sun Mar 25, 2001 6:54 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:14 am

It is very nice to finally hear something positive about United.
 
Guest

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:40 am

United as it enters 2002 is much different than the United of pre 9/11. United finally realized that it has to be curteous to customers to survive, and seems to be doing so.

Welcome to the new United.
 
Guest

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:45 am

TWA717_200: I agree that it is nice to hear something positive about United for a change. Did you email or write to them praising and thanking them for their wonderful actions?
 
TWA717_200
Topic Author
Posts: 1410
Joined: Tue Nov 23, 1999 3:51 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 10:49 am

NWAirlines, yes. A very nice thank you letter was sent by my father. I haven't done so personally.
 
cabincrewboy
Posts: 58
Joined: Fri Jun 15, 2001 8:45 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 4:43 pm

I have been fortunate to travel on UA after the events of Septmeber 11. Whilst i had heard negative reports from untied.com and had heard about poor service, i could not have had a better service experience. United Airlines really has made over their image and congratulations to them. I would not hesitate to fly UA internationally or within the US and I hope that others experience the new UA and what it had learnt about the importance of passengers.

By the way, i must say that UA could have always been the great airline that i now know it to be but, unfortunately i had heard little positive statements about the airline before having the chance to experience it myself.
 
geotrash
Posts: 293
Joined: Sun Jun 17, 2001 1:25 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 5:00 pm

As a normally sharp critic of United in the last year, I must say that my most recent experience on a R/T DEN/PIT was outstanding.

Upon my arrival at the gate in ORD to await my final leg to Denver, I noticed that my name was being paged by the gate agent. The flight was very full, and I had a confirmed seat assignment, but I was worried that I was about to be bumped. The agent simply said that she hoped I wouldn't mind being upgraded to business class, asked me for my seat preference, and handed me a boarding pass.

In 3 years and over 150,000 flying miles on United, this had never happened, without the requisite upgrade certificates being demanded. It's especially stellar since I hadn't put in for an upgrade in the first place- they simply offered it.

I am hoping that this is a sign that United is on the mend. In Denver I have little choice in carriers to many destinations. It would be nice to feel good about forking over the cash for a ticket, and know that they actually appreciate my business.

Hats off United, if this is truly a sign of good things to come. Now about that deadbeat father...if someone could kindly forward his address, I'll see what I can do Big grin  Acting devilish
 
SegmentKing
Posts: 3224
Joined: Sun Aug 27, 2000 7:16 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 6:25 pm

why does everyone think United was/is such an aweful airline? Can i tell you all horror stories about agents at TWA, American, Delta, Continental, etc??? Or is it the fact that United was the largest carrier, flying more people per plane than any airline, cause them to piss off more people per plane?

This is the 2nd year i've been a Premier Exec w/ United and i've never had any major problems with United or seen mistreatment, before or after Sept. 11th. I've personally seen service go downhill, as most of the junior FAs were more fun and outgoing than the senior FAs.

Anyway, you said your sister had her ticket in hand... ? Did he drop her off 2 days early, did she miss her original flight??

-nate
~ ~ ~ ~ pRoFeSsIoNaL hUrRiCaNe DoDgEr ~ ~ ~ ~
 
TWA717_200
Topic Author
Posts: 1410
Joined: Tue Nov 23, 1999 3:51 am

RE: Some Positive Feedback For United

Thu Jan 03, 2002 11:19 pm

SegmentKing, he dropped her off 4 days early.
 
ewr757
Posts: 354
Joined: Mon Apr 03, 2000 8:47 am

RE: TWA717

Thu Jan 03, 2002 11:33 pm

Your comment does not shcok me about the Denver PD. I lived there for 15 years and was involved on the wrong end (victim) of 2 criminal incidents (forgery and B & E). On both occasions the Denver PD was worthless and more interested in just closing out the case instead of doing an active investigation. There was substansial dollar amounts involved with both crimes (over $5,000).
One of the incidents we KNEW who did the crime and it went nowhere due to their lack of interest in this type of criminal activity.

I personally would not let this rest. As a father of a 13 y/o girl myself, I would hound them (DPD) to pursue the matter and take whatever legal action is necessary to prevent this slime from anything but supervised visitation in the future (if at all).

He should talk to child protective services as well as getting advise from a lawyer. This situation had the potential to end very differently.

 
geotrash
Posts: 293
Joined: Sun Jun 17, 2001 1:25 am

RE: Some Positive Feedback For United

Fri Jan 04, 2002 6:58 am

We all have different experiences as we travel. I am not the sort of traveler who will complain or raise a ruckus when something doesn't go my way. I just quietly choose to spend my money elsewhere. United had all but lost my business in the last year, due to a string of incidents that left me wondering if anyone at United really had the customers' interests in mind.

SegmentKing, please remember that others may not have shared your good experiences. Maybe it's just the law of averages at work, but I think United has been in need of a customer service overhaul for a long time. When I see signs that it might be happening, it deserves public praise.
 
Guest

RE: Some Positive Feedback For United

Fri Jan 04, 2002 1:08 pm

TWA717_200 is my son and the little girl is my step- daughter. Yes she was abandoned and she had no ID, no money, and nobody to guide her. United took over and saved our daughter from becoming another face on a milk carton. Denver PD has no interest in this case except maintaining the "good old boy network". So thank you United and your great agents (one of whom emptied her own purse and gave it to my daughter to replace the one that had been stolen!) May God bless all of you at United.
 
ILUV767
Posts: 3035
Joined: Mon May 29, 2000 2:21 pm

RE: Some Positive Feedback For United

Fri Jan 04, 2002 1:15 pm

Geotrash wrote:
Maybe it's just the law of averages at work, but I think United has been in need of a customer service overhaul for a long time. When I see signs that it might be happening, it deserves public praise.


Just out of curiosity, what all has happened to you b/c of UA? Their have been many changes at UA since 9/11, and they are really working to make the airline better. I suggest that you give them a try again. You might be pleasently surprised.

I L U V 7 6 7
 
SegmentKing
Posts: 3224
Joined: Sun Aug 27, 2000 7:16 am

RE: Some Positive Feedback For United

Fri Jan 04, 2002 3:34 pm

well I agree that United is going downhill NOW. If they keep this up, they'll be at post AMR purchase TWA levels of service... right now, if i fly United, i'm doing everything humanly possible to avoid coach... for the first time in my life i'm trading benefits with 1Ks and other friends....

-nate
~ ~ ~ ~ pRoFeSsIoNaL hUrRiCaNe DoDgEr ~ ~ ~ ~
 
geotrash
Posts: 293
Joined: Sun Jun 17, 2001 1:25 am

RE: ILUV767

Fri Jan 04, 2002 4:56 pm

Agreed. If you read my previous post, you'll see that I recently experienced a level of service on United that would win back my business. I am willing to give them another try.

Penance has been paid. Frontier got $5000 from me while I was still pissed at United for sticking my wife and I (seperately) in middle seats, in the way-back of a 747. We originally had FF business class reservations on a trip to Europe, but United lost them...despite having sent me a fax confirmation. We discovered this while standing at the ticket counter, trying to check in. I would have excused it as an isolated incident, but the EXACT same thing happened to my brother-in-law a few weeks later. United was apathetic about the whole thing to boot.

I am hoping that United will take steps to make sure things like that won't happen again. You could argue that since my tickets were award tickets, I shouldn't complain. However, I used to routinely pay 30-50% more than competitors like Frontier, for tickets on United in order to build enough miles to earn a business class trip to Europe. We looked forward to it for months. If they offer such promotions and charge a premium to do it, they should be prepared to make good on it. I might as well save the 50% if they aren't, and fly Frontier.

-Dave
 
JC5280
Posts: 523
Joined: Sat Oct 06, 2001 12:06 pm

RE: Some Positive Feedback For United

Fri Jan 04, 2002 10:58 pm

I will be printing this post and sending it to people I know in Customer Relations. Thanks for the feedback!

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