The traveldoctor's Weblog

Travel Tips and How to Travel Smart!

United Airlines Needs Customer Service Lessons

Posted by thetraveldoctor on June 20, 2009


United Terminal at O'Hare

United Terminal at O'Hare

This has got to be the height of how not to treat a customer. My daughters Mother-in-law purchased 2 round trip tickets for my daughter and her husband for their honeymoon. They were headed to Rome, Italy from Chicago. The best fare and connections were through Toronto on Air Canada. The entire itinerary was on Air Canada except for the first leg of the trip which was from Chicago to Toronto. This leg was a code share flight with United Airlines. That means that United Airlines operated the flight, but the ticket showed an Air Canada flight number but also said “Flight Operated by United Airlines.”

The tickets were purchased about 4 months ago. During that time, United Airlines had a major schedule change and canceled a large number of flights. One of those flights  was the Air Canada code share flight that my kids were on. Now you would think that United would have let us know that the flight was canceled. That would have been the proper thing to do, but remember, this is United, an Airline that does not know what the words “Customer Service” means.

So let’s jump ahead to the night before the flight. I ask my daughter what the flight number was so I can check the times and maybe even get them checked in and get a boarding pass. She gives me her itinerary and I proceeded to look up her flights, but I could not find her first flight number. So I checked all the flight from Chicago to Toronto and I found that her flight did not exist anymore. So I tried to check her in on the United website. But it was not able to check them in as the website said that they did not have a flight from Chicago to Toronto. Now I am really worried. So we call Air Canada. They tell me that they have rebooked them on a United flight to Toronto at 110PM. So I felt a little better, but I still didn’t trust United. So I  called United Airlines Reservations. By the time we got to a real person I was very nervous. I gave the United reservation agent the reservation number and I was told the flight was an Air Canada flight. I told the agent, “No it is your flight, because it is a 737 aircraft and Air Canada does not have any 737’s. The agents argued with me for a few minutes, but then agreed with me that it was a United flight. I hung up, but I still was not feeling very good about this, as it was still not showing the flight correctly in the United reservation system.

The No Customer Service Gate Check In

The No Customer Service Gate Check In

Fast forward to the next day. My kids arrive at O’Hare Airport at 11AM for the 1;10PM Flight. They get in the International check in line and they wait, and wait and wait. After 50 minutes in line, they get to the kiosk and try to check in. But my fears come true and it will not let them check in. It says on the screen “Cannot complete check in, Please see agent.” So they turn around and grab an agent and she tells them they have to go and stand in yet another line to see an agent. They have now been at the airport for 1 hour trying to check in. The next line has at least 40 people in it and only one agent working the line. It takes them 40 minutes to get to the agent. Once they get to the agent, they are told  by the agent “You are too late, I cannot check you in, there is only 20 minutes before flight time. Go to Air Canada, it’s their ticket.” Can you believe that! And she was rude on top of it. They told her that they have been waiting almost 2 hours in LINE! There was no response from the agent. So they gathered up their luggage and  walked from Terminal 3 to Terminal 2, which is a long haul.

The Air Canada Agent they finally checked in with could not have been nicer to my Daughter and Son In Law. She could not believe that United treated them so poorly. She apologized and booked them on an Air Canada flight at 2PM and up graded them to First Class. This is the sign of a Class Airline. United can learn a lot about customer service from the Ticket Agent at Air Canada. Because if you don’t treat your customers with respect, then you won’t have any customers. And if you don’t have any customers, you won’t have an airline. Just some food for thought United!

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

 
%d bloggers like this: