Carrier: United
EWR - MSP
Flight cancelled, rescheduled PHL - MSP
Compensation: None
I emailed twice re my cancelled flight from EWR to MSP. I hastily rescheduled from PHL - MSP, and that was very stressful for me. I guess my agent had a bad day
Does anyone think if I email again from the website I might reach a better agent who will give me something? I know the rule of the game is HUCA, but have they noted my account already? Please read from the bottom up to follow the conversation.
Dear ,
Thank you for contacting us again.
I apologize your dissatisfied with my response.
Please be advised Customer Care employees are considered to be members of management empowered to handle situations as they arise according to policies and procedures.
All correspondence is reviewed for quality assurance. My supervisor works in an administrative and leadership capacity to oversee the quality of my work. At United Airlines, we each have an important role to play, but we are united by our overall common goal which is to provide optimal service.
To answer your question regarding what other flights flying from Newark to Minneapolis on February 6th was cancelled. Our records indicates out of 5 flights 2 was cancelled, and the other 3 was delayed. We appreciate this opportunity to respond.
Mr. , as a Mileage plus member we appreciate your business with United.
Regards,
ChaddieAnn Evans
Customer Care
ref. 7501273
Original Message Follows: ------------------------
Thank you for your delayed response.
Unfortunately your answer is far less than satisfactory. As I indicated in my original email, weather was the highly unlikely cause of the cancellation seeing as flights were departing from EWR for other locations at exactly the same time as my scheduled departure time, and flights were arriving at my destination at exactly the same time as my scheduled arrival time.
I know it is easy to blame any flight disruptions during the winter months on inclement weather, but there was no snow falling that day at either the departure or arrival location. I also would like to know which other flights flying similar routes were cancelled on that day. United airlines' refusal to grant any compensation at all, and the extremely lousy customer service (30 day official response time - 32 days actual response time!) does little to change my view that United cares less about actual customer satisfaction, and more about profits. I am in the process of scheduling an international trip, and am now contemplating eliminating United from my choice of airlines.
A response from your CS manager within 14 days will be appreciated.
Signed by an unhappy customer,
On Mar 17, 2014, at 10:12 AM, "CustomerCare@united.com" <customercare@united.com> wrote:
Dear Mr. ,
Thank you for contacting us. I apologize for the delayed response to your concerns as were experiencing a high volume of emails.
I am responding to your email regarding your recent travel to Minneapolis on February 6, 2014. I want to apologize for the inconvenience that you experienced as a result of cancelled flight 4154.
Please understand that we do work hard to minimize flight problems. Flight irregularities of any kind do cause major inconveniences for our customers, we realize, and we certainly don’t question the feelings of frustration that can arise as a result. Unfortunately, our industry is vulnerable to a number of challenges that can, and do, affect our operation on a daily basis. Inclement weather and air traffic situations issues all affect our ability to meet our In-time performance goals that day. I'm sorry.
United Airlines offers advance seat assignments as a courtesy to our customers. We do our best to accommodate individual seat requests. Seat assignments are not guaranteed. Unforeseen operational changes, such as aircraft substitutions, can occur at any time due to maintenance and unexpected schedule adjustments. When customers are transferred to a different aircraft, the system attempts to reassign seats as close to the original seats as possible.
We appreciate you taking the time to compliment the great service you received from our phone agent Charlie. It's always a pleasure to hear that we tried to provide you with a better experience. I will be sure to forward your comments to her supervisor and know that he will be thrilled to hear from you.
We appreciate your request for compensation, however under our compensation policy we do not provide compensation for cancellations due to weather or air traffic control issues. Your comments will be forwarded to our Management team for their internal records. We appreciate this opportunity to respond and hope to serve you under better circumstances.
Mr , as a Mileage plus member we appreciate your business with United.
Regards,
ChaddieAnn Evans
Customer Care
ref.
Original Message Follows:
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Submitted: 2/13/2014 11:32:35 PM
Remote Host:
User Agent: AppleMAC-Safari
Signed In: Yes
Name:
E-mail Address:
Home Phone Number: xxxxxxxxx - United States
Business/Other Phone Number: None
Address Type: Home
Address:
MileagePlus Number: xxxxxxxx
Subject: Airport Experience
Reply: Not applicable
Message: I am writing with much disappointment regarding the sudden cancellation of my flight referenced above. this was a hastily arranged very short trip in order to attend to a family members' medical emergency, so understandably I was extremely distressed when waking up at 5am to an email that my flight had been cancelled. To date, I have not received any information on the cause of this cancellation. The stress involved in rescheduling and attempting to catch an alternative flight on such short notice needs no description. Furthermore, I had to endure an extremely unsuitable seat assignment on my return trip, as the lack of time did not allow me to confirm suitable seats as I had done on my original reservation.
I do commend the phone agent (Charlie?) who did his best to assist me with rescheduling a suitable flight. He was courteous, competent, and sympathized with my situation.
United Airlines has always been my preferred carrier, and I hope it will remain that way. The appropriate compensation for my inconvenience will help determine that.
Respectfully,
Flight Number: 4154
Flight Date: 2/6/2014
Approximate Departure Time: Anytime
Origin: New York/Newark, NJ (EWR - Liberty)
Destination: Minneapolis/St. Paul, MN (MSP)
Airport: None
Date: None
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