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March 21, 2006

Legion of the damned

Just returned from a three week trip to visit the company's offices in San Francisco, Sydney and Singapore. By far and away the most unpleasant part of the trip was the time spent aboard any United Airlines flight.

Even one of their own legion of the damned told me the customer is considered a "basic distraction".

One of my United flights was cancelled with no other flights to my destination that night. United's plan was for me to stand in a 'customer service' line for three hours, so I made alternative arrangements. Unfortunately, my luggage was still in the UA system so I arrived sans bagages to be told I was in breach of contract as I travelled with another airline.

What we all need is an airline with a sense of humour, so I've written to the poor chap responsible for this sorry show. If you've had a similar experience, I suggest you do the same.

Glenn Tilton,
CEO
UAL
PO Box 66919
Chicago Il 60666

March 21, 2006 |

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