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United Airlines: Worst Customer Experience Award 3

Today I’d like to hand out the Worst Customer Experience award to United Airlines for their utter lack of compassion the last two times I’ve flown with them.

Today I spent more than 6 hours in the Vancouver airport while getting a connecting flight to the US of A. As soon as we arrived at the airport our flight was delayed by 2 hours. We eventually made our way to the gate and it was now saying it was delayed by 3.5 hours.

There was nobody at the desk and no explanation of why it was delayed. So after waiting more than 6 hours from the time we arrived in Vancouver, somebody finally showed up and they started boarding the plane. I asked the desk clerk what the explanation was for the delay and he said he doesn’t know because he had “just arrived”. So up to this point there hasn’t been even a single apology for the delay.

I get on the plane and I’m expecting that the captain or a flight attendent would apologize for the delay, but still nothing. So I asked the flight attendant if they are giving out free drinks for our inconveniences and she gave me a look like that is the most ridiculous idea ever (I’ve had airlines give out free drinks several times in the past for delays incurred in Canada)

So after trying just to get a simple apology, I’ve received nothing but attitude. Customer Service is obviously not a high priority for United. Not to mention the US Customs officer was the biggest dick I’ve ever met when we were passing through customs.

Maybe I’ve just been spoiled by the 2 major airlines in Canada (WestJet and Air Canada). But to me this level of service is unacceptable. Maybe the US economic woes are affecting everyone. With the current gas prices, the airline industry will likely be the first to be hit with sweeping layoffs.

Or maybe I’m just grumpy because I left home 18 hours ago and I finally just arrived at my hotel in Beverly Hills. But how grumpy can I be? I’m in California now baby!!

  • http://web.mac.com/bbergie ibrett

    There’s a lot to be said about customer service, and in this instance, United Airlines failed miserably. As a paying customer–particularly for a service with no insignificant price tag–I have little patience for poor customer service. I guess you’ll be shopping around for alternatives when flying in the US next time, and rightly so. I join you in that quest: http://web.mac.com/bbergie/iWeb/site/Blog/56D135C1-D433-4F7F-A794-D7D8DEADDDCF.html

  • http://www.blogger.com/profile/07554103531622625901 kaicevy

    Today I spent more than 6 hours in the Vancouver airport while getting a connecting flight to the US of A

  • http://www.blogger.com/profile/04454437680686627778 Jim

    So I’m not the only one! United Airlines really doesn’t have compassion for their customers. Thanks for sharing that story Brett!