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 2009 America
Posted Mon June 22, 2009 12:00 pm, by Tarzlyn C. written to United Airlines
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I received a $150 dollar voucher returning from Chicago to Pittsburgh a few months ago, because my bags didn't make it on the plane. My girlfriend and I were two of four passengers that did not complain about having to wait an hour and a half for the next flight to come in. We sat in the waiting area. After the line cleared out the service representative came out and thanked those of us that waited patiently and offered vouchers to us. I thought, now that is a reward, being a good customer, and in return getting good customer service. How nice of her to notice our patience.
So today, I wanted to redeem my voucher. To my dismay there are no instructions on how to use it on the voucher itself, or on the website. I went through finding a flight, etc. hoping that when the time came it would ask me for a code or number to redeem the certificate. No such time came. I then called reservations, explaining I have identified the flight I want to take, and had a voucher I'd like to redeem. The rep tells me that I would need to mail the voucher in or purchase my ticket at the airline in order to redeem the voucher. I am annoyed, thinking with all the technology we have, really there is no way to confirm the validity of this voucher without me going to purchase a ticket at the airport or by mailing it? Postage? Really?
I live about 1/2 hour from the airport but arrived that same day at exactly 4:45 pm (my receipt from parking confirms). I went into a busy ticketing area, reviewed the signs, and decided I was in the right line, the one that read "First Class, Premier, Exec, and Guest Services." As I stood there I made sure the sign over the counter also said "Guest Services," and there is was abbreviated as "GS". After literally waiting about 45 minutes, I approach the counter.
I explained that I had tried to redeem my voucher both online and over the phone and was told my only alternative was to purchase the ticket at the counter at the airport. The woman never looked me in my face, never said how can I help you, just responded, "this is for Premier seating," and pointed to the sign above her. I responded, "well, the sign also says guest services." She looked at me over her glasses then and replied, "I have a long line with customers who are not to miss their flights." I responded, "and I have waited just like them." She then said, "my customers cannot miss their flights and they are my priority." I then said, "so, you will not give me service despite the fact that I am a customer trying to secure a flight." She responded, "I didn't say I wouldn't help you, but I won't help you until no one else is here."
Wow. Really, so one customer isn't as important as the next. I was embarrassed. She called up the next customer while I was still standing there and began to help her. I walked away. I thought I would leave, and just forget about the vouched, but why should UA get my money? Why should I pay a penny more than I have to, when I have to deal with people like her? I called the UA customer service line, apparently there is no way to talk to a human on the customer service line, it redirects you to the internet or postage mail. When I did get an agent on the phone she confirmed all that the earlier gentlemen told me on the phone, with a "I'm sorry for your experience, and I understand your frustration," before the call ended. I went back in and stood on line again.
I watched at least 100-150 people cycle through the self-check in line, the line she was saying needed to clear before she would help me. The line turned over 2 1/2 times. When there were only two customers in the self check in line and the kiosks were half full, I noticed her look over her glasses at me, but then ask the next customer if she needed help. I had it. I was crying (which means I am both humiliated and angry) as I approached her.
"So can you tell me just how many more people are more important than me, that need to get on a flight before you will give me service?" She said nothing, her mouth was wide open and she had this look like, "I never!" I then said, I have waited patiently for 2 hours in that line, standing right there, and saying nothing. This line has turned over 2 and a half times. So, I'm asking how many people must come before me, before I too can get some service?"
Her response was, "Don't give me any lip missy, I've been working here all day." Here I could right all the swearing I did in my head at that moment. I was thinking how old do you think I am, I not some child, and I have a full time job too. I have never treated a customer with such disrespect. I happen to be 31, though I don't look it, and have traveled all over the world, many of my flights UA flights. None of that matters though, I am a customer, and whether I am ten or twenty, it shouldn't matter.
She began helping another customer, and looked over her glasses and said, "you'll be next, don't go anywhere." I mumbled, "great just one more, that's my answer, don't do me any favors."
She finally came over and asked, "what do you want." I replied,"I like to redeem my voucher and purchase a ticket for a flight. She looked at the voucher and says, you're supposed to do this over the phone. I replied, "interestingly they told me twice over the phone I need to do it here."
We go back and forth about this until I ask her, "why didn't you tell me that when I was here 2 hours ago and showed you this same voucher." She responded that she "didn't look at it and thought it was for a free ticket." Both of our voices are rising and furious tears are falling, I really can't believe this is happening. I say, I'll call them right now (UA 800 number). She says mockingly, "call them then...I mean I'm doing it only cause you are here and no one else is."
She made remark after remark that literally made me feel less than human, and at the least like a second class citizen. I was embarrassed for myself at her treatment, but while waiting in line I was also embarrassed for a family of middle-eastern descent as the rep asked their son to come behind the counter and place the bags on the conveyor belt. Yes, bags plural. Every bag they were checking was picked up by one son, handed to another then placed on the belt. I am not disillusioned about my country's state when it comes to race, we need just as much help as any other country, and this airline has the nerve to begin its name with "united." Wow!
Another rep (rep2)comes over to see what's going on. I had asked to speak to a manager, and so the woman behind the counter (rep1) says, "fine, then I'm not doing it, we don't have a manager here today anyway. Only the Service Director." I reply, "fine with me, I'd be happy to speak with the Service Director." Rep2 says, "what's going on" to rep1, and as if I wasn't there there canter went like this.
"she wants to redeem a voucher but she doesn't have a reservation"
"well, then just tell her that she needs to come back when she has a reservation"
"I told her that, and i was going to do it but she wants to talk to the Service Director, so I'm going to call the Service Director, she thinks she can talk to me like that I'm not gonna do nothing for her"
"The Service Director isn't going to come over here, she has plenty going on over there."
"Yeah, I know but I'm going to call her"
I jump in, "excuse me but you aren't fully aware of the situation as you weren't here when this whole thing began 2 hours ago. Can you please call the Service Director."
As if I didn't feel low enough, as if I wasn't already crying, rep2 responds, "she isn't going to come over here for you...." the you was long and drawn out stressed like, 'you aren't worth it.' "I can tell you what I am going to do if you don't calm down is call the police to haul you out of here."
Rep1 begins at me again, "I am trying to help you even though I'm not supposed to, but I'm not going to do anything if you keep talking to me the way you are." I respond, "and you don't think the way you've been treating me for the last two hours should be a cause for me to have this tone. You don't think that disrespecting me, embarrassing me and talking to me like I'm some child should get a response. I don't think so. You aren't going to talk to me like that." Rep2 walks away saying, "just give her, her voucher and tell her to call the number its not your problem."
While I'm on the phone with United Airlines finally speaking with a manager I watch the police approach. Rep1 sing-songs, "oh, did someone call the police," and laughs a little. I stayed on the phone with the manager (manger of what as she never gave a name or title).
I'm not telling the manager in the quickest way possible the story. I hear Rep1 ask a customer who has just walked up to the kiosk, "will you be my witness." I turn to the man, and in my embarrassment apologize. This is not me, enraged customer in a public place. "Sir, I'm sorry but you don't know the gravity of the situation."
He responds, "I just think she's trying." In my head I broke, I screamed, and I turned around to see the policeman standing directly in front of me. I just fell apart and I am crying, sobbing and trying to explain.
"She is going to help you (rep2) just promise me you will calm down a little. I'm sure she was rude to you (both reps tried to explain away rep1's behavior by saying it was a bad day). Just get what you need from them on the phone and we'll get this all squared away."
Rep2 was back trying to justify her colleague, "she didn't mean it its just that we are understaffed and the day has been insane." I looked at her and thought, "aren't you the one who called the cops on me?" No one said I'm sorry, no one thanked me for my quiet patience while I stood and waited. I've got a cop thinking I'm crazy, strangers picking sides... all for a $150 coupon. I hung up my phone and said to the cop, "this wasn't worth it," I tore up the coupon and threw it up in the air over the counter. "I stood there patiently, angry, yes, but silently. That woman treated me like dirt. I'm 5'4" and 130lbs, my bag on my wrist and a ticket voucher in my hand, do I look like a threat? Forget it, I just won't fly United."
I turned crying and utterly humiliated and walked away. I sat in the car for 15 minutes trying to understand what just happened. I wonder if I looked my age today slack and heels if I would have gotten the same service. If I was blond and fair. If I was a Gold card holder, had grey hair, an accent with English being my second language.
Doesn't matter. I've been treated with more dignity in Bangalore, with more respect in Shanghai, higher service on Thailand, and without prejudice (we Americans claim to honor) in Haifa, Isreal. Whether it was how I was treated, the family from the Middle East, or how rep1 continued to yell very slowly at an elderly woman from Brazil (as if that would help), this level of customer service should be considered unacceptable in 2009 America.
1.I would like United Airlines / Pittsburgh Airport staff to issue an apology.
2.I would like vouchers provided to customers to have clear 3. 3. information about how to use them.
3. I would like UA to pay attention to the staffing at their counters. This is a win-win for both customers and staff.
4. I would like UA to provide counseling to their staff on how to deal with persons of different backgrounds.
5. I would like UA to issue two roundtrip tickets for me to use either on-line or over the phone, in my name or transferrable to an individual of my choice.
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by Jason F. Posted Mon October 26, 2009 @ 1:44 AM
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Just remember, there is only one side of the story here!! Something
tells me there is another side to this story were arent getting!!
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by Venice Posted Tue June 23, 2009 @ 4:34 PM
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This is an incredible story. The letter is a little long, but I
think in this case it was necessary in order to convey how you were
treated and the way it made you feel. I don't care how bad their day
was, treatment like this is just unacceptable. If an employee reaches
the point where they can no longer deal with the public, then they
should be sent home or replaced by someone who is not so worn down.
It should have never reached a point that caused you to tear up the
voucher in frustration after going through such a horrible ordeal.
I really hope you get something out of this, and not just an apology.
They need to make it right and definitely need to do better in the
future.
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THis is horrible. I hope/wish that that employee could get fired, and
possibly tarred and feathered for how she treated this OP.
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by PepperElf Posted Tue June 23, 2009 @ 12:02 AM
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www.gethuman.com
800-864-8331
At prompt, say 'reservations'; then say 'yes'; then press 0; then say
'yes'; then say 'yes' or 'domestic'.
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by Donno Posted Mon June 22, 2009 @ 11:35 PM
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All things being equal, I think they should give you FOUR round trip
tickets. Two tickets is paltry for this level of disrespect, and is
really considered entry level.
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Wow. I'm glad my bf's dad has airline connections so I don't have to
deal with alot of people!
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