My mother and I were scheduled to fly from Las Vegas to Hartford, with a lay over in Chicago on Tuesday, September 4th. The flight to Hartford (UA 590) was delayed multiple times, then we were allowed to board. After everyone was boarded, the flight was delayed yet again, and we were told to remove all of our personal belongings and leave the plane. The delay changed into a cancellation.
We had to RUN to the customer service to try and find a different flight. All flights into Hartford were full, so the convenience of flying into the closest airport to our home was now not an option. All the extra money we spent on purchasing these tickets for convenience, ease of travel, and time and money spent getting to and from the airport was wasted.
After much aggravation at the customer service counter, which included the teller holding up his finger to me numerous times while he answered his phone and walked away from us, we were able to get a flight into Logan (UA 3455) that was delayed, but scheduled to land in Boston at 8pm.
We were given two $10 food vouchers to use at the airport, so as we went to the terminal clear across the airport (from C28 to B20), we picked up $20 of McDonald's food that we had to throw out because the plane started to board as we got there, and because we had our maximum carry-on, we could not take the extra bag. $20 in food wasted!
I frantically called people to schedule a ride while sitting on the plane, and finally found someone willing to travel from Ludlow MA to Boston, an 80 mile trip that takes an hour an a half to get there to pick us up. Compare that to the 25 mile (40 minute) trip it takes to get to Bradley. Not only did this use more than 3 times the amount of fuel, waste 3 times the amount of their time, but also includes a toll road (I-90).
After being on the plane for 20 minutes, and having the plane turned off and on, it was discovered that the plane was broken and needed mechanics to fix it, so we gathered our belongings and left this plane to sit in the terminal, again. When the boarding person was asked a simple question on when he thought the flight was going to actually leave, he got on the intercom and informed everyone that he was not a nice guy and the plane would leave without them if they weren't waiting by the gate. Then this flight was also canceled.
Another rush to the customer service, another plane into Logan (UA 841), another $20 voucher that I was told I could use when the flight landed. Long story short, we barely made the flight at gate C17, upon landing at 10:30pm there were no open food vendors at Logan, my friend paid $30 for parking since she was waiting since 7:30pm, and I lost a day of work as I got home so late.
I have tried leaving feedback before on United's feedback form, Case ID# 2181499,2310268, and 2318457, and after 30 days have not heard anything from them.
I have never had such a bad experience flying any other airline, be it Delta, SouthWest, Jet Blue, etc., and the unprofessional way this has been handled is appalling.
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