United Customer Service
So I have been a loyal client of United for years now and I really want to vent a story. Most commonly I do not chase too much down with them because its totally pointless and they will not help. But I am a 1K, or 100 thousand mile customer, not a small score to have in their eyes.
So on my way back from my last business trip to Sydney I purchased several cases of wine and had the bottles very carefully backed for shipping. I know that United throws bags and boxes no mater what is written on the box, these boxes had 5 large Fragile stickers on them and marked glass as well. When I got into SFO I found 1 of the cases in the normal collection area, the other was in the freight pickup sitting on a large flat cart.
It turns out one of the bottles was obliterated from miss handling, typically being dropped or thrown. I waited hours to talk to someone about this and finally the manager of Untied international starts to walk towards me. He hears something on his radio and immediately does an about face and out the back without talking to me. I asked the assistant manager to have him call me. I even provided my 1k-mileage number, cell phone number, address and email.
At this point I didn’t care about a financial re-imbursement but an apology for the way this was handled, the assistant manager did not even apologize for this obvious screw up. Instead she promises that he would call me and talk to me about what happened. NO, CALLS AT ALL!
Wow go United! It was bad enough when they jacked their employees of their benefits and they started to hate the clients, but holy crap!
So on my way back from my last business trip to Sydney I purchased several cases of wine and had the bottles very carefully backed for shipping. I know that United throws bags and boxes no mater what is written on the box, these boxes had 5 large Fragile stickers on them and marked glass as well. When I got into SFO I found 1 of the cases in the normal collection area, the other was in the freight pickup sitting on a large flat cart.
It turns out one of the bottles was obliterated from miss handling, typically being dropped or thrown. I waited hours to talk to someone about this and finally the manager of Untied international starts to walk towards me. He hears something on his radio and immediately does an about face and out the back without talking to me. I asked the assistant manager to have him call me. I even provided my 1k-mileage number, cell phone number, address and email.
At this point I didn’t care about a financial re-imbursement but an apology for the way this was handled, the assistant manager did not even apologize for this obvious screw up. Instead she promises that he would call me and talk to me about what happened. NO, CALLS AT ALL!
Wow go United! It was bad enough when they jacked their employees of their benefits and they started to hate the clients, but holy crap!
Labels: Customer Service, travel, United Customer Service
by Aaron Shear
4 Comments:
neat
This is pretty sad! I just made 1K a couple of weeks ago and was looking forward to much-improved customer service. Hmm... guess not :(
It's hard to leave when you get system wide upgrades at 1k.
I just got 3 more cases through without them breaking this time. Maybe there is hope, but I am not going to hold my breath.
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