unfortunately, it is like slaying a dragon.
while i never had treatment this bad, their service (or lack thereof) has kept me off of united airlines for close to five years. according to a letter shared with the consumerist, a united airlines premier member (someone who flys at least 15 flights a year) was denied service by a ticket agent because the agent was “going on a break”. the customer only wanted to pick up tickets so that the customer and his girlfriend could go to see her dying mother. here’s an excerpt from the letter the customer wrote to c.e.o. glenn tillton:
“…i approached this new agent, provided her with my record locator number and explained my emergency. i also asked her if there was any way she could contact the gate agent to let them know we were on our way, and perhaps keep the door open a few minutes longer if we were delayed at security.
to my utter amazement, your agent handed me back my record locator number, looked me straight in the eye, and informed me that she couldn’t ticket me because “it was time for her to go on her break.” i wasn’t sure i heard her correctly, so i repeated the nature of our emergency. again, your agent informed me that it was time for her break, “she had no choice,” and that if i had a problem with it, i could talk to her supervisor….
…i argued with this woman for a good 10 minutes, growing increasingly agitated. Even those passengers who had let me move to the front of the line voiced their objections. she did nothing to assist me, choosing instead to continue to quote company policy. why she didn’t just leave to go on her break is beyond me. before she finally left, she placed a call to her supervisor and said, in a very sarcastic tone, that there was a customer at the counter “whose mother is sick and dying and who wants to hold a flight and speak with a supervisor.” she refused to provide me with her name or employee number.”
even hearing their theme song makes me nervous, agitated, and slightly nauseous.
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