How’s Customer Service at United?

May 17, 2008 · Print This Article

Nightmare for United Staff

The DOT’s Air Traveler Consumer Report released in January 2008 found United to have the highest rate of consumer complaints out of 20 domestic airlines, with an average of 2.74 complaints per 100,000 passengers, surpassing other airlines such as US Airways, Delta, or American. United fared a little better in February 2008 – ranking 19th out of 20 airlines – but slipped to the bottom again in March.

Travelers have witnessed the deteriorating quality of service for years. According to the University of Michigan’s American Customer Satisfaction Index, United scored – again – at the bottom of the airline industry in 2007. According to the Airline Quality Rating released by Dean Headley of Wichita State University and Bret Bowen of University of Nebraska, United was the second most complained about airlines in 2007, receiving 2.25 complaints per 100,000 passengers, up from 1.36 complaints per 100,000 in 2006. US Airways received the most complaints out of 20 airlines, with an average of 3.16 complaints per 100,000 passengers in 2007.

Creative Commons License photo credit: photographia

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Comments

3 Responses to “How’s Customer Service at United?”

  1. Mary Beth Hoke on July 2nd, 2008 9:10 am

    We flew in from Chicago to Phoenix on flight 1637 on June 30, 2008.. Our initial trip began in Phoenix – we went to VA – then back to Chicago – then home to PHoenix. In the Chicago hub, my husband asked the attendant at the United Airlines if there would be a wheel chair one hour and a half before our 5:00p.m. departure- he assured him there would be. I have Parkinson’s and severe Oesteoarthritis and am unable to walk very much – well – the 150 passengers were boarded, and the attendant said “Last Call for flight 1637.” We were still sitting there. For the 3rd time, my husband went up one more time (we were there waiting for an hour and a half – the attendant told him he had tried to get a wheel chair and there were none available – my ticket was ordered with a wheel chair the entire trip. At the very last minute, my husband went into the terminal and found a guy with a wheel chair (had nothing to do with United) and he was nice enough to get me to the plane. I was so embarrassed to be the very last person to load – and my walking is bad to say the least – and all the people were seated and I am sure they were not happy that this old woman came hobbling in at the 11th hour – But, you remember, we were there 1 and 1/2 hour before take off – the attendant was completely uncooperative – at one point he told both of us to come stand by him – but the deal is – I cannot stand but a very few minutes. I honestly thought the wheel chair passengers were loaded early in the process. The stewardess was beyond kind to me – but this should never have happened. I finally got to my assigned seat (row 20) Why would a handicapp person be loaded near the back of the plane? Anyway, except for this unacceptable incident, we had a wonderful trip. We flew out on Continental – NO PROBLEMS – then back to Phoenix on United. I know there are many problems with the airlines in today’s world – but I hope they are not going to carry over to handicapp people – I think that is against the law – am I right? Without a wheel chair – I am stuck. We had gone to our grandson’s wedding in VA – and only because he and his new bride will be going to Italy for 3-4 years now – you see, I might not ever get to see our grandson again – I sure hope I do – but I thought you should know how your person at that desk handled what should not have been a problem in the first place – he was not nice or helpful – just said, “I don’t know what to do”. I don’t think you want that kind of customer service in your company. Thank you for your attention to this matter. Sincerely, mary beth hoke, 338 W. Ivanhoe St., Gilbert, AZ 85233 480 857 9357

  2. patty corralejo on January 9th, 2009 10:24 pm

    I hope this does not have to be a response to the previous complaint…it is not…but I’ve had difficulty finding a site where I can express a compliment, not a complaint.,..So please see that this gets to the right person…
    This regards a flight attendant named TERRILAN HOUSE…
    FILE #137364
    In August 2008 I was a passenger on UA 946 from LAX toWASH/DUL…seat 39H…This attendant was one of the most courteous, friendly, helpful and professional attendants I’ve ever had on any flight, with any airlines…She went out of her way to accomodate…
    Just want to let her AND HER BOSSES know this!
    Thanks Terrilan and thanks United…

    Patty Corralejo

  3. patty corralejo on January 9th, 2009 10:25 pm

    see above

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