Dear Gentlemen, I am writing to tell you of my experiences over the last two years of my flying loyalty to United Airlines. I was originally with Continental who I always thought did a good job of getting me where I needed to go safely and in a timely manner. I muddled through your merger giving you the benefit of the doubt as being part of many acquisition and merger teams myself I know the trials and tribulations of them. Since moving to Chicago in August of 2012 my job takes me to such places as Memphis, Tulsa, Albany, Newark, Richmond, Philadelphia, St. Louis, etc. all 250-500 mile flights making it a struggle to remain Premier Silver but never coming anywhere close to obtaining Gold status and then this year you raise the bar on all making it even tougher to achieve the next level? Over the past twelve months your on time service has gotten consistently worse, I know you have no control over weather so no fault there. However, it has rarely been weather that has delayed me even in this brutal winter we are suffering through. It has mostly been mechanical problems that always delay and often cancel my flights, I believe this is all due to the sub-par contractors you are using. I am 6’4”, 280 lbs. so I really don’t fit on the ERJ 200’s but oddly enough you sold me extra leg room seats on them when there is no extra leg room seats. You are selling a product you don’t have? My last two trips to Memphis this year I purchases extra leg room seat only to have the flight attendants giggle at me when I asked if these were in fact extra leg room seats. I requested a refund on line and were denied refunds on 3 out of the 4 legs of the flights, what sense does that make, they were all ERJ 200’s? I have many more horror stories I could share with you but I’m sure you have had heard them all before. I will share the last one with you though, on Monday 2/10/14 I was cancelled from O’Hare to St. Louis setting me back about 5 hours then on my return flight on Wednesday 2/12/14 I was cancelled again delaying me another 5 hours, these were both mechanical problems. The worst part of it was when we were herded off the plane and sent to a gate to get re-booked none of the gate attendants could tell us anything, for hours! As always they were rude, uninformed and just as frustrated as us passengers. As I sat through all of these constant delays and cancellations I would stare out onto the tarmac watching Southwest flight after flight taking off like clockwork thinking I have to be an idiot flying on a airline/plane I don’t fit into and am constantly getting jerked around on and will never ever reach 100K let alone Gold status. I have two round trips to Philadelphia already booked with you, one this coming Monday and one the following Tuesday. I have to honor those as there are no refunds but going forward I am firing you as my airline of choice, I will be giving all my business to Southwest wherever possible. I would rather not as I am invested in you but I can no longer afford to spend all day in the airport for an hour and half flight an then be treated rudely by your gate people. I am sure you gentlemen are titans in the industry but a word to the wise, instead of raising the bar on the consumer to reach a higher status try raising it on your contractors who fly those planes with your name so boldly displayed on them and fire every single flight/gate attendant that does not have the words politeness and urgency in their vocabulary! I wish you luck. Sincerely,
Posted on: Fri, 28 Feb 2014 18:34:29 +0000
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