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 United Airlines Agent Treats Military Customers Like Garbage
Posted Fri December 19, 2008 12:00 pm, by Mitchell Q. written to United Airlines
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My wife deployed for a one year tour to Iraq on 10 December 2008 from Honolulu Airport. We checked in with her military gear and got a nasty, rude, customer service agent whose obvious disgust with the military was palletable. The customer service agent checking her in told her that her bags were overweight and that she needed to move the items around or else...we know the bags are overweight (body armor, helmet, etc.) and explained that we knew they were overweight and that we were fine with being charged for the excess weight. My wife asked to upgrade and was rudely told to "check at the gate." I explained that we were not asking for a courtesy upgrade, we wanted to pay for an upgrade and I was told "Sir, I don't need your attitude" and had the palm of her hand extended to me. My wife explained that we do not want anything for free, we pay our own way, and then asked how much it would cost us to upgrade her seat. She was told "between $1,000 and $2,000" without any attempt to check, or to allow us to upgrade. Out of frustration we finally gave up trying to pay for an upgrade. We asked for another customer service agent, which we got, and once I saw my wife off (was not helped to get through security by anyone so I could say goodbye to her) and then went and found a supervisor. The supervisor was receptive and told me to contact customer service.
I would like United Airlines to investigate this complaint, find the service agent, and remind her that the military personnel do not have a choice in this war. Whatever the agents feelings are, they should not be taken out on those of us who have to deploy and deploy our loved ones to fight these wars. Nobody, and I mean nobody, is more sick of these wars than those that have to fight them.
If the customer service agent can't keep from treating the military customers like we are garbage then perhaps the company can find another service she can perform. My wife and I should not have to spend our last moments together dealing with a nasty customer service representative with a bad attitude.
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