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 Provide Better Service for Travelers with Children, United
Posted Sat September 6, 2008 12:00 pm, by Jenny P. written to United Airlines
Write a Letter to this Company | Rate this Company
On 4 Sep 08 I took a flight from Boston to Burbank alone with my two children, ages 1 and 2 (I purchased 3 tickets). Since my husband is military, he is often unable to travel with me.
When I got to the gate I was surprised to find that United did not offer pre-boarding for those traveling with small children. I asked the woman working at the service counter if I could pre-board as I was alone with my children, or if I could at least have some assistance in carrying the carseats down to my row. The response I received was 'I have 2 children too and you just have to deal with it'. Needless to say, I received no assistance from United down to my seat as I gate checked my stroller, carried 2 carseats, 2 babies, a diaper bag and a backpack. We are lucky nobody got injured in the process of manuevering down the narrow aisles. I also received no help from the crew upon exiting the plane. On our stopover our flight was delayed and it was the same process all over again, no assistance from United. I was excited to arrive at my final destination and leave the whole horrible experience behind me. I retrieved my bags, only to find one was missing. They said they would deliver it by noon the next day to my home. So, off I went to my car only to find that they had somehow damaged my double stroller so it would no longer collapse. We folded down the back seats since that was the only way it would fit and rode home. Since there was no longer room for me due to the stroller issues, I rode home sitting on the floor between my children's seats (there are 2 individual bucket seats in the 2nd row).
At noon my bags had still not arrived, so I called United. They stated that they were out for delivery and would be there by 230pm. By 600pm my bags were still not there. We are now at 2 days since we arrived at home and I still do not have my bag. When I call the customer service line, they put me on hold so they can call the Burbank airport. In the four times I have called nobody has picked up the phone at Burbank.
On my travel to Boston from Burbank I flew with American Airlines and they went above and beyond to help me. They pre-boarded us, carried the carseats for me, and even occupied my children while I installed the carseats on the plane. They even told me that when I needed to go to the restroom to just ring the buzzer so they could keep an eye on my children. American (and a few other carriers) also have infant changing tables in their bathrooms, where United does not.
I am a frequent flyer, as our family has never lived near what we call 'home' over the past 9 years (since my husband has been in the service). On average we fly cross- country 6 times per year (24 round trip tickets). My oldest child (turned 2 in June) has been on 22 flights and I have never had such problems with service. In all my years of frequent travel, I had never had such a horrible experience as I have with United. I have never had such poor customer service and would be willing to pay more for a ticket to avoid this airline. I will definately tell everyone I know with families to never use this carrier.
I am hesitant to ask for 3 free round-trip tickets since I never want to fly with them again. I would really like to see United provide better service to those traveling with small children, especially those who have nobody traveling with them to assist. I would never ever want anyone else to have to go through the nightmare trip I endured.
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by M S. Posted Wed September 10, 2008 @ 10:06 PM
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I've had problems with United loosing my luggage also. I've haven't
flown as much as you, but enough to the point that I didn't feel the
need to carry an extra outfit or necessities in my carry-on because I
had never lost my luggage before. I was without it, away from home,
for 2 days. EVERYTHING was in that bag. Thankfully, I was staying with
my parents and able to wash the clothes I was wearing and borrow
clothes from my mother.
I called United baggage claim at least 6-7 times in those two days,
trying to find it. Leaving DC, the bag was supposedly in Memphis, then
back in DC, then lost in the airport, then on it's way to Cleveland
(where I was), then lost again, and finally, miraculously, on the
luggage claim belt in the airport at Cleveland.
Thankfully, those tickets were vouchers my dad gave me to come home
and visit, so I didn't have to pay for them.
I can honestly say I will never fly United again and I wouldn't blame
you if you didn't either.
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by mcgibblover Posted Tue September 9, 2008 @ 8:45 PM
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How did they damage your stroller?You carried it the whole time.
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At almost 7 foot tall my husband needs some extra time to board, get
bags in the overhead and get in his seat without kneeing anyone in the
back. Also, since we are often not able to pick our seats in advanced,
it can be a very tight squeeze.I know it seems weird but it's just
something that he has to deal with. And because of his height people
often ask if he will put their bags up for him, and being the obliging
guy that he is he will help, but that just slows everything down.
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by Final Score: Boys-3, Girls-1 Posted Sun September 7, 2008 @ 11:07 PM
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While I agree with the others that compensation isn't really due here,
I do like the letter for the most part. Although going above and
beyond to accomodate single adults with multiple small children isn't
a requirement of airlines, I think it is important to share your
experince with United and let them know what American provides and why
you will be travelling with American instead of United from now on.
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You did have a rough time. And I am glad that American was very
accomodating and helped you when you needed it. Seems there are less
and less airline personnel who do.
I doubt that UA will send you anything since none of the airlines
really care whether you fly them or not. It seems its just "if you
want to fly with us do...if not then don't" type of attitude.
And because of this type of attitude passengers generally have to
learn to fend for themselves in situations such as yours.
It used to be that people with children boarded first or last so that
the time it took to get the child settled did not interfere with the
other passengers loading.
As for the stroller...they should reimburse you something towards it
if in fact they did damage it.
Next time ask a fellow passenger (maybe someone else who has a child)
to help. Most times they are more than willing to as I have done this
myslef many a time for a parent when they were flying with more than
one child.
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by Donno Posted Sat September 6, 2008 @ 6:33 PM
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You *should* be hesitant to ask for 3 round trip tickets. Your
experience doesn't merit being given them, and besides, you spent all
that time saying how miserable flying United is for a single parent
with little ones. Why on earth would you consider flying them again?
What the agent told you is pretty much how it is for parents a lot of
the time - deal with it. I think you should just give up on United
and use American Airlines.
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"I am hesitant to ask for 3 free round-trip tickets"
Well, good, because I don't think you're entitled to them. But aside
from that... have you ever considered asking a friendly-looking solo
traveler to help you out? As a single traveler, I've actually offered
assistance to a couple of single moms with two or three kids. I admit
that I did it with an ulterior motive: To pre-board myself (it's nice
to just sit and read while everyone else is jamming their crap into
the overhead bins). WHile sitting at the boarding gate, I'd make
small talk with a mom, make fishlips (love fishlips!) to her toddler,
then when the time for preboarding comes, I would offer, "Do you want
a hand? I could carry the car seat and the diaper bag or something."
(I never offer to touch/carry/hold a child -- no need to freak out a
cautious parent.)
My offers were met with gratitude and a weary, "Yes, thank you so
much."
Now, I would help someone who appeared to need help, but I admit that
the possibility of pre-boarding makes me more inclined to be a Good
Samaritan. And helping a mom with an infant and a toddler is always a
good thing anyway.
I'm just saying, when the airline staff seems unwilling to cut a
parent some slack, consider asking another traveler for assistance.
The worst they can say is "no." And at best, you can focus on your
kids and some nice person can help out with the non-kid stuff.
Just my thoughts.
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