Well, happy to find this forum .. and this rather interesting message. Because we just returned from a trip to/from Las Vegas, and there were so many problems that we will never again fly with them (unless I get hit on the head, lose consciousness and make the same mistake again.
But, let me tell it, as I said it to United - see the end for the "sympathy" they offered.
Note: specifics of dates and flights have been removed – but write me if you are interested in the details…
Flights from Ottawa to Las Vegas on __, via Chicago, #s ___ and ___
Flights from LasVegas to Ottawa, via SanFrancisco and Washington on __, flight #s: ___
- # YYY - we arrived in good time at the airport, and were through Security, but then United started having mechanical, etc, issues, and the crew also advised, once we finally boarded the plane, that they could not get to Ottawa sooner because of "sleep" issues. While I appreciate all the mechanical considerations, and the sleep issues (as we have all seen FLIGHT), this should not have been my problem. United is suppose to be managing all of this properly.
- as a result of the above, we had to race unacceptably from one gate to another at Chicago to catch the second flight - unacceptable, and with NO OFFERS of assistance from United staff. We managed (but just, and with no time to take some food before the long flight), but the others on the from-Ottawa plane, who had much longer flights ahead, were likely not able to make theirs due to United. This flight also was late, boarding, taxiing and getting into the air.
In BOTH cases, there were never apologies offered - like it would have so hard to do ?? Like, was it our fault for choosing United ?
- #YYY was quite late leaving and getting airborne (and it should have been obvious to the flight crew that some people were going to have trouble getting to a next flight) - so, did they offer a simple, no-cost solution at least as an apology (eg., of leaving the in-flight entertainment on for free) - NO - not even an apology!
- The race to the gate in SF was almost as bad as our first one in Chicago, but we made it - only to find that the flight was considerably delayed (again, act of God, or just a United glitch again?). Again, no apology issued - I guess everyone felt that an overnight flight doesn't really impact anyone! Duh!
- The final flight, from Washington, was "la creme de la creme", or the epitome of "___". Not only was the flight terribly, inexcusably and horrifically delayed for 5 hours, there was no form of "appreciation" for what the passengers were going through, as by now everyone was hungry, thirsty etc ... And, again, no apology on the aircraft when we finally boarded. We were bumped like cattle from one gate to another, at the far end of a different terminal - we could walk it (and since we knew there was no rush), but another passenger had a stroller she had to manage as well.
Finally, the in-flight experience, when we finally got on board, was unacceptable: all of the planes were totally full, the bins were totally full, and we had to keep a backpack under our feet (we each only brought on a small backpack) - the airline industry policy of allowing people to board with a suitcase, and a backpack as well, totally fills the bins, making it unfair and unjust to everyone else.
While staff on-board the flights were generally courteous, they were not overly so - just doing their job.
- well, after a few days they finally did respond (too much email - perhaps due to terrible service ?).
Anyway, here's approx what they said:
- we will tell our airport managers to do a better job (do you think it happened ?)
- here's a certificate for $250 off your next flight, per person (see note at start whether I use it or not).
To get a feeling for whether I would use the certificate, I checked out air fares with two other airlines, and United, flying approx the same routes as this - both other airlines had directs, and United had a 1-stop. United's prices were about $100 cheaper. So, tried to find "direct flights with United, to compare apples and apples - their price ballooned to $500 more. So, since we have decided no more of these "stops" flights if it can be avoided for a reasonable price, I guess the answer is NO USE.