United Airlines
Poor customer service

A trip from hell. I am an experienced low-maintanance traveler, but the horrible trip I had with UA last week was too much even for me. Traveling from Las Vegas to Ottawa with a stop over in Chicago. Our connecting flight was delayed because of the bed weather in Chicago. OK, no problem. We looked at the announcement board and went to the new gates assigned to a new later flight. After waiting there for over an hour we asked when will the boarding start. Turned out our flight was cancelled all together. - Thank you for not announcing it anywhere! When asked for help (we had three kids including two little ones and one with severe disability toddler) we were shoved a piece of paper with hotels in Chicago and told our next flight won't leave till next day at 6 pm, even though there were at least 2 more direct flights and god knows how many more connecting flights to Ottawa. We called every number on that list - all hotels were fully booked, because of the bad weather. When I tried to approach a really arrogant customer service rep, she basically told me there is nothing they will do to change our flight and that they cannot put us on the earlier flight because they only keep a few extra seats for "emergencies". Oh and that we need to "get back in line" even after I said I need to get my our suitcase to get extra medications for my disabled child. Spending the night in a airport with three children and one who needed medical attention 24 hours/day was an emergency. When we finally got home after traveling for over 35 hours we found one of our suitcases and our baby's stroller smashed! The suitcase has literally sharp pieces of plastic and wire sticking out of that and our brand new stroller is bended and unusable! All we got in response to that is to "send our feedback online" to them. Shame on you, UA! I will make sure I post this and the pictures of our destroyed luggage on Facebook and on my business page so everyone knows about fabulous service.

Company: United Airlines
Country: USA

  <     >