Good Bye United Airlines

This post will cover the horrible experience I had on United Airlines.  Sunday April 20th, Easter Sunday.  I flew from Denver Colorado to Cleveland Ohio on United 833 with plans to catch United 4840 to Albany New York.  United 833 was a fairly typical United flight, crowded but manageable.  When I arrived in Cleveland, that is when United Airlines lost my respect and my business.

Flight 833 arrived a few minutes early, around 2:35 pm, which I thought would be a good thing since the next leg of my trip was not going to give me time for lunch.  I was scheduled out on United 4840, departing at 3:30 pm for Albany New York.  I found the gate and checked in with the counter.  I should have noticed that the seating area was full, a bad sign.  There were 5 flights going out of that area.  I checked the board and noised that one of the other flight had a delay, again I should have the little voice in my head telling me to be ready to have a problem, but I didn't listen.  Within 20 minutes of my arrival at the gate two more flights were delayed.   The time ~ 3:00 pm.  Boarding was supposed to start by 3:15 pm, time to start getting nervous.  Then it happened, 4840 was delayed by 15 minutes.  People were getting frustrated and starting to talk loudly about United and how things were going badly from the beginning of that day.  One couple I talked to had been at the Cleveland Airport since early that morning, with three kids all under the age of 5.  I don't blame them for being upset, I would be too at that point.  It only got worse unfortunately.

As time slowly marched on, we were told that the delay was now till 4:30 pm, then to 5:00 pm and finally 5:30 pm.  The reason, maintenance.  Ok, I can believe that, if I see somebody looking at, working on, heck even boarding the plane.  None of this happened, None!  There was one plane outside the gate, and no one approached it, looked at it, or even drove by it in a vehicle.  None!  Did any pilots show up a the gate to walk out to it to do the preflight? Did any crew members show up to the gate to prep the plane? No, there were no ground crew, no flight crew, nobody! The only United personnel were the gate crew.  I have flown enough, with family members who are the airline business, to know when "Maintenance" is a lie.

At this point it is 5:30 pm and the dreaded announcement is made, "All flights out of Cleveland Gate 19 are cancelled."  All five of the flights scheduled out of the gate were cancelled.  We run for the Customer Service Counter.  Here come the words that I would hear again and again over the next few hours "I'm sorry.  United can not do anything."  While standing in line I heard people asking again and again what they were supposed to do, how they were going to get home.  The standard United response was "I'm sorry. United can not do anything."  "All flights are booked out of Cleveland." "There are no flights out of Cleveland available until Tuesday April 22nd."  I called a member of my family who had worked for United Airlines and asked what I should do, what should I expect, what should the company should do for me.  What actually happened, not much.

When it was my turn at the counter I had a plan.  What if United could get me to another city, could I add a leg to my trip and get to Albany that way.  I was ready or so I thought.  First, I asked about Hotel Vouchers - "I'm sorry, There are No Hotels in Cleveland with available rooms. United can not do anything."  What about other Other Airlines?  "I'm sorry, There are no other Airlines flying to Albany tonight.  United can not do anything."  I play my trump card, what about flying to another city and catch a flight from there.  Ah Ha! After a bit of work, I can be the first standby on a flight to Washing Dulles leaving in an hour.  I thought I had made it.  I would be 7 hours late, but I would make it.  At this point I was frustrated but I managed to accept the situation and get to the new gate.

The Customer Service Rep, a supervisor, did her best in a bad situation.  I don't blame her or the other Rep's that I would eventually work with, I blame United Airlines and only United Airlines.

The time in now 6:15 pm, after I was supposed to have landed in Albany and I was still in Cleveland. I run over to the new gate and find that the new flight was again on the same planes that I had just left back at Gate 19.  A bad sign.  The new plane has not arrived yet, it is running late.  Not a good sign.  It arrives and a brief sign of luck, the flight crew arrives.  I see a pilot and co-pilot arrive with their gear.  I see things happening around the plane, great.  Then the board changes, Flight delayed 15 minutes, then 30, then an hour. Then I see what confirms that the flight will be canceled, a supervisor shows up to work the counter. 10 minutes later it happens, "Washington Dulles flight is cancelled".  We run for the Customer Service Counter.

It's now 7:15 pm and I am tired and frustrated, I am one of the first ten people at the counter and the litany begins again.  "I'm Sorry. United Can Not Do Anything."  All of the people are up in arms now. No one is taking this lightly.  What about a refund of my ticket - it cost me over 400$? "I'm Sorry.  United can only give you a voucher for 100$ on towards another United Flight."  What about a hotel?  "I'm sorry. United can not do anything." What about a refund and voucher towards a car? "I'm sorry. United can not do anything."  I give up at this point.  I'm sorry but every man has his limit.  Good Bye United Airlines.  You have lost a 25 year dedicated customer.

I call my travel agent after hours emergency hotline and request a car.  The exact words I use "I want out of Cleveland Hell."  The time, 7:30 pm.  I want out of there.  I don't want to hear anything from them, I want away from United Airlines.  I say only two things to the Customer Service Reps "Where is my baggage?  You just lost a loyal customer."

From there, I get a rental car and I drive to Albany New York.  I drove the 466 miles with one stop and I arrive at 3:45 am Monday morning April 21st.  I didn't get a refund, I didn't get a voucher, I didn't get a hotel, I didn't get anything from United Airlines except run around and frustration.  Again I say -

The Customer Service Rep's did their best in a bad situation.  I don't blame any of the Rep's that I eventually worked with, I blame United Airlines and only United Airlines.

GOOD BYE UNITED AIRLINES