Excellent Customer Service, reservations, check-in, telephone assistance.

On Saturday August 19 I received a call that my 48 year old brother had died unexpectedly in California. I had to get a last minute flight with little funds. I am a single parent and although I try to have funds available for an emergency that is not always possible. I started looking for flights which were approx $950.00. Now not that you are happy to hear this but I got my ticket on priceline for a reasonable price. When it came up United Airlines I was reluctant because I don't know that I have ever flown on United.

When the flight came through, I went from Lansing MI, to Chicago, to Phoenix to LAX. As you can imagine, I started counted the take-offs and landings. When I got to the airport, Mike, at the counter took my ticket and changed it to a direct flight from Chicago to LAX, which was almost three hours shorter. He never said a thing to me just handed back my ticket and said my condolences, Ms. Norris, and you are not going to Phoenix. The staff at the airport was awsome.

On my way home I flew standby ( at the suggestion of a United telphone agent). I couldn't change my flight because it was a bulk ticket. Well it stormed in Chicago and when I got in my flight to Lansing or anywhere close was cancelled. I got into a service line with 350 other people to see what I should do. While standing in line I called United told them of the problem and while I was on the phone she booked me on a flight later that evening. I got out of the line with my flight number! Wow that was easy.

Now I had a flight number and no boarding pass. Contemplating do I need to go outside of security to the ticket counter? I saw a united agent who had just closed the door to a plane and she wasn't busy. I asked her if I needed to go to the ticket booth, she looked at my reservation and printed me a boarding pass no questions asked.

The flight home was delayed but non eventful. What can I say to United Airlines? Your staff was awesome from in person to the telephone. Please relay my thanks to your staff for making a difficult trip as positive as possible.