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Sunday, June 7, 2015

United Air Lines: How not to run a company



            For only the second time since I have been writing this blog, I am posting a negative commentary. We recently returned from a great trip to Ireland and Scotland. While we flew Air Canada from Chicago to Dublin and Aer Lingus from Edinburgh to Chicago, we had to get from Kona to Chicago. I have waited a week to write this to see if I calmed down, but it hasn't happened. We flew United from Kona to Chicago, much to our sorrow.
            As usual from Kona, we flew the red eye to San Francisco and then on to Chicago. Knowing how bad the seating is, we upgraded to Economy Plus to get some leg room, which was fine. Once we reached cruising altitude, the flight attendants came around with beverage service. That was the last time they were in the cabin for the rest of the flight. For five hours that sat around talking, ignoring the passengers. I guess they have classes in how to treat their passengers by not providing service.
            On the flight from San Francisco to Chicago we were not able to upgrade and sat in the rear of the plane. It was the most uncomfortable ride I have ever had. My knees were pressed against the seat in front of me so that it was not possible to move. Being locked in that position all I could do is listen to the flight attendants complain about United. It must really be a company that really "cares" about its employees, because the flight attendants had nothing nice to say.
            The flights from Chicago to Dublin and from Edinburgh to Chicago were delightful. We had absolutely nothing bad to say about them. The seats were comfortable and the flight attendants continually provided service.
            Coming back to Kona from Chicago was even worse than flying out. The flight out of Chicago left over an hour late. Even though Chicago is the main United hub, they had no pilots to fly the plane. Pilots had to brought in from Houston. Rather than board the passengers so that all was ready when the pilots arrived, they waited until the pilots arrived to board the passengers. Consequently, the plane arrived in San Francisco late and we missed our connection by about five minutes. We were told that there was no way to hold the plane while the passengers from Chicago made their way to the gate on the other end of the terminal. They also said they did not have the technology to find out where our departure gate was. Funny, I can remember flights over thirty years ago when the flight attendants would read off a list of gates for connecting flights. I guess United is thirty years behind everybody else technologically.
            But wait, it gets worse. When we got to the connecting gate, the plane was still there but the door had been closed, consequently we couldn't board even though one of their employees tried to get us on.  If they had people meet the Chicago plane with carts and called ahead, we could have made the flight, but United doesn't have that kind of technology. Maybe in a few years they might upgrade to 1980s technology.
            So we went to the customer service counter to get scheduled on another flight. There was no one waiting for service so we walked up to the counter only to be told that we entered through the Premier Class line and would have to enter through the Coach line. So I took one step to the side and now it was alright to approach the counter. They must have intensive training in how to insult their passengers. It seems everyone that works for United has been screened so that they all have a nasty streak. We did get scheduled on a flight the next morning and they gave us vouchers for a hotel and meals. The hotel voucher paid for a Hilton Double Tree which was very nice. The meal vouchers were for $7.00. Where can you get dinner or breakfast for $7.00? The United fiscal people must still be back in the 1930s.
            So I must recommend that you never fly United. We are limited in Kona, but I will fly to Honolulu to catch a flight rather that use United. It was the worst flying experience I have ever had. Especially since Air Canada and Aer Lingus were so nice.