SFOFlyer
Topic Author
Posts: 126
Joined: Tue Mar 07, 2006 5:57 am

Commend UA Customer Service For Canceled UA870

Wed Sep 19, 2007 3:59 pm

I know there has been a lot of airline bashing these days with all of the canceled flights, delayed flights, and poor customer service, but I wanted to commend UA's customer service with their handling of the canceled UA870 (SYD-SFO).

Although, I am not happy that the flight was canceled, the Red Carpet and Gate Agents handled the situation professionally and expeditiously. I am glad that this happened on the end of my business trip and not at the beginning. I am 1K flyer with UA (making my 1MM next year) and I have been on canceled flights, where all they do absolutely nothing and make you fend for yourself!

We were notified of our canceled flight right at boarding time. Since, United has only 2 daily flights back to the US and UA840 to LAX departed full, right before the cancellation occured, I knew I was gonna be stuck in Sydney (which is not a bad city to be stuck in). Sure, there were a few pissed off passenger (which I understand).

Luckily, our flight was not full and UA was able to escort all of the passenger to the customs and immigration area. They organized special lines for us and expedited the immigration processes. At baggage claim there was a swarm of UA agents, that handed out food, hotel, and taxi vouchers to everyone. (Although I opted to book my own hotel downtown in The Rocks, since they were putting everyone up hotels near the airport).

In any case, I am now booked on UA9804 leaving tomorrow at 6pm. This is in addition to UA840 to LAX and 870 to SFO tomorrow.

Question for the UA folks out there. Our plane had come in from Melbourne a few hours ago. Did UA really cancel the flight due to mechanical (which is what they said) or was it because of crew issues. (I doubt if any one of you will answer that question but I had to throw it out there).

Also, why do a 6:00pm departure out of SYD with a 2:40pm arrival into SFO. Why not earlier or at the same time as UA870? Does it have to do with clearance across the Pacific? Or customs at SFO?

Just wondering. I now have an excuse to do a little more drinking VB down under tonight...
UA 1K Million Mile Flyer
 
SFOFlyer
Topic Author
Posts: 126
Joined: Tue Mar 07, 2006 5:57 am

RE: Commend UA Customer Service For Canceled UA870

Wed Sep 19, 2007 8:13 pm

Looks like they are not able to fix the problem on my original plane (a B744). They have now canceled UA9804 and move us over to UA870 (which magically seemed to open up seats!).

I wonder how much it is impacting their schedule to have a B774 that goes MX sitting in SYD?
UA 1K Million Mile Flyer
 
hiflyer
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Joined: Wed Nov 24, 2004 1:38 am

RE: Commend UA Customer Service For Canceled UA870

Wed Sep 19, 2007 8:37 pm

Would think it would impact a lot.....re orig timing of that extra flight question....normally has to do with crew time then avail gate space at departure...if it had been fixed. Mute point now as ac now sked out SYD at 3pm on the 21st.
 
SFOFlyer
Topic Author
Posts: 126
Joined: Tue Mar 07, 2006 5:57 am

RE: Commend UA Customer Service For Canceled UA870

Wed Sep 19, 2007 9:01 pm

Since most of us have been rebooked on the LAX and SFO flights for tomorrow are they going to dead-head the flight to SFO on the 21st?
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Bicoastal
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Joined: Wed Oct 06, 1999 5:56 am

RE: Commend UA Customer Service For Canceled UA870

Wed Sep 19, 2007 10:38 pm

The problem was mechanical. UA usually books people on other airlines when delays/cancellations are mechanical or crew related (except crew delays due to weather). Did UA book passengers on other airlines, too?

Does UA have their own employees in SYD or are they contracted? Regardless, I've been on cancelled UA flights, too. In both cases, the employees stepped right up, kicked in to high gear, rebooked us, vouchered hotels, etc. in a very smooth and expeditious manner.
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