United Airlines Customer Service on Flight
June 25, 2008 · Print This Article
A Note from HWYF.COM: HWYF.COM believes that the overwhelming majority of airline employees and contracted airline service workers strive to provide the best services to airline passengers. However, U.S. airlines have continued to make staff cutbacks in recent years that have resulted in the deteriorating performance and customer service received by airline passengers, as witnessed by the recent J.D. Power and Associates survey. While the story below is about a UA employee, it illustrates the implications of an industry’s failure to invest in its workforce and to raise standards for both customers and employees.
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On a UA flight from Denver to Austin, a flight attendant was so rude to myself and other passengers that it was more than disturbing. He threatened multiple passengers that he would turn the plane around to have them removed for minor things like leaning seats back too early or not getting their kids buckled up quickly enough. He was so verbally abusive to me that my 9 year old thought he was a terrorist trying to take over the plane and spent the flight crying and scared. When I brought the issue up with the pilot and the attendant after the flight, the flight attendant told me “you are a liar” and that I was trying to get something out of the airline. This is the most insulting customer service experience I have ever had in any industry. As an employer, I would have fired the person on site. I will be trying to get some kind of resolution to the situation, which I feel should be a personal apology from the flight attendant himself and some assurance that the matter will be addressed. Doubtful this will happen. In the end, the only real way to address a problem is to not fly that airline again. I fly often and recommend Southwest, JetBlue, Express Jet, even American or Delta. But never, never, ever, fly United. This is only the pinnacle of problems I have experienced with United.
Sent by Earnest Corder
This is totally shocking but not surprising when you think about it. The airlines have taken a totally low road approach to customer service and labor relations, they’ve gone in and out of bankruptcy, and are now charging you ridiculous fees for everything under the sun.
I’ll take the train…
My wife and I went back home in Virginia for a month and as we do every two years we travel with United Airlines, flight 914 . This is the first time that I am very deceived with your services. We left on the 2nd of October and return on the 31st. On the 2nd we experienced , with regret, that the video was not fonctionning, the personnel gave us a card of apology to submit to you with a serial number WZ 23WM C574 5020 1086 for compensation. Upon our return on the 31st, we had to be satisfied with was left over for the evening meal since we were at the end of the rows. I asked why we did not have a choice and the stewardess said it happen all the time. So we had beef that was too salty and not good at all. When it was time to pick up the tray, since we could not eat the salty beef, the stewardess had the tray fell upon wy wife knees, she did not apologyze for the incident and was quite rude. This is the first time since I fly with United that personnel are not adequately trained to take care of customers. I regret that we had such bad flyght and consider that a compensation such be considered.
Sincerely
Mr. Gerald Arseneault
My Wife and Dad were on a trip from SFO to Shanghai. On one leg they had seen and experienced bad Flight attendant service.
Just keep in mind this is a Business Class ticket for them, not economy, as we would dismiss bad behaviour by saying you get what you pay for.
There was one lady trying to put the bag in the overhead, asked the flight attendant, She replies “well if its heavy for you than its too heavy for me”.
My father asked for a pen, reply ” you travel you should have carried a pen”
Now what bogs me down, is that this United Airlines (probably not a surprise of bad service based on the carrier), but why. This is an U.S. carrier. We are super power, a developed nation, and we don’t have people that have an ounce of compassion or decency to represent that to other nations.
Why is that a 3rd world nations Air carrier has superb flight attendants, and deliver a great flight experience. Why? and to top it off they don’t have unions, they don’t have the same pay as you would expect. But they do their jobs with a smile, in economy class.
Why can’t we beat them. Why can’t international travelers say “We want to take United instead of Singapore, Malaysia, Lufthansa, etc.”
This is disheartening. First we are the Pioneers of Aviation, but we left it at that only.
Cars we can’t manufacture well, and now air service at the low.
Look at surveys they don’t lie.
I am very proud to be an American, and getting really upset that no one believes that we are the best.
On another example, My father and I were debating on getting a mini van, He would not even think about a Chrysler Town and Country, and I was like its a good product, but the reviews on the net were for the imports.
Anyways. I just pray for the better.
well this was my daughter’s and i first time flying, and i must say it was an unusual experience. first our plane was delayed out of little rock, ar due to maintenance problems. but fortunately, that was taken care of. but the delay in little rock caused us to miss our flight in memphis, although they said that they would hold our flight. so my daughter and i didnt reach our destination in baltimore in time. the northwest airline staff was extremely rude in memphis. they acted as if it was our fault that we missed our flight. two of their agents even booked us on 2 bogus flights just to get us out of their face. but there was one young lady by the name of alexus allen that was extremely kind to us. she booked us another flight and even though my daughter would not reach her destination in time, she did her best to make sure that we got there as soon as possible. she even gave us some food coupons because we would be waqiting all day for our flight and for all the trouble we had been through. WHAT A DAY FOR FIRST TIME FLYERS!