yawn
--
Best
Greg
"William Bruce" wrote in message
news:XCV1h.50472$vi3.30686@bignews3.bellsouth.net...
> October 9, 2006
>
>
>
> Mr. Glenn F. Tilton
>
> Chairman, President and CEO
>
> UAL Corporation
>
> Post Office Box 66100
>
> Chicago, Illinois 60666
>
>
>
> Dear Mr. Tilton:
>
>
>
> I am writing to inform you of the treatment my family received from United
> Airlines that I sincerely believe can be accurately described as
appalling.
>
>
>
> Several of my family members recently flew to Jackson, Wyoming for my
> daughter's wedding. On the return trip, a part of my family group had an
> early morning United flight out of Jackson on October 2, 2006. After
> waiting 2 ˝ hours beyond the scheduled departure time, the group was told
> that the flight was cancelled due to mechanical problems and instructed to
> reclaim their luggage and to get in line for reprocessing. Mechanical
> problems are understandable, but what happened next is atrocious and
> inexcusable.
>
>
>
> After the cancellation announcement, my family members had to stand in
line
> for an additional
>
> 3 hours and fifty minutes for reprocessing (no exaggeration - 3 hours and
> fifty minutes!) with no information at all from United being disseminated
> among the waiting crowd. When my family members (which included my 72
year
> old uncle undergoing treatment for cancer), finally reached the ticket
> counter, what they were confronted with were rude, gum chewing, snarling
> employees who were the most uncivil group of "customer service" people I
> have ever witnessed. I would not have believed it if I had not seen it
> personally.
>
>
>
> The United employees never uttered a civil word to the group, much less
any
> apology for the inconvenience. To put it mildly - very mildly - they were
> disrespectful and belligerent. And I might add that it was not just my
> family who received this kind of treatment. All the people who had waited
> in line those long hours were all just as shocked as we were over the
> horrible, ill-mannered manipulation.
>
>
>
> But the unfortunate experience does not end there. Another group of our
> family members, including myself, had an afternoon United flight that same
> day out of Jackson. For some reason that was never explained, this flight
> was late leaving Jackson. Nine persons on this flight had a tight
> connection in Denver to a New Orleans flight. Upon arrival in Denver the
> nine of us for the connecting flight to New Orleans literally sprinted
down
> the concourse to the departing gate for the New Orleans flight. Although
we
> were only three minutes beyond the published departure time getting to the
> New Orleans gate with the airplane still parked at the gate, the United
> employees refused to let us board the flight.
>
>
>
> Again, our treatment was uncivil. No explanation was given for the
refusal
> to let us board and, as in Jackson, the attitude of the United employees
was
> surly and curt. We were bluntly informed that we would need to
contact
> "customer service" - a misnomer with United Airlines if there ever was
one!
> At "customer service," we were met by more of the same negative attitudes
> and were brusquely given vouchers for a hotel (my room had cockroaches in
> it) in which the meal vouchers would not cover the lowest priced entree on
> the hotel restaurant menu. We were not given our luggage and the
passengers
> who knew to ask for toothbrush / shaving kits were given them. Those of
us
> who didn't know we had to specifically ask for them were left without the
> basic necessities. Again, there was no common courtesy or any
communication
> that could even remotely be construed as an apology for the inconvenience.
>
>
>
> All in all, it was a disgusting experience for us. I have debated with
> myself as to whether I should write you, but I'm hopeful that you might
want
> to know of this kind of abhorrent behavior that appears to be systemic
among
> your employees.
>
>
>
> In any event, your firm will never again be inconvenienced by any of our
> family or employees spending money with United Airlines. We prefer to
spend
> our future travel dollars with an airline that exhibits at least a modicum
> of civility.
>
>
>
> Most sincerely,
>
>
>
>
>
>
>
>
>
> William Bruce
>
>
>
> WHBJr/jh
>
>
>
> cc: Mr. Richard Almeida, Member, Board of Directors
>
> Mr. Mark Bathurst, Member, Board of Directors
>
> Ms. Mary Bush, Member, Board of Directors
>
> Mr. James Farrell, Member, Board of Directors
>
> Mr. Walter Isaacson, Member, Board of Directors
>
> Mr. Robert Krebs, Member, Board of Directors
>
> Mr. Robert Miller, Member, Board of Directors
>
> Mr. James O'Connor, Member, Board of Directors
>
> Mr. David Vitale, Member, Board of Directors
>
> Mr. John Walker Member, Board of Directors
>
> Consumer Reports Magazine
>
>
>
>
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