I've calmed down enough from my weekend airline experience to put together this diary reminding folks that we need a Passenger Bill of Rightsfor transportation. It isn't an major agenda item, compar4ed with all our other problems. But while we deal with crises, there are still basic improvements we should continue to strive for.
Al I want to do today is state the facts of my experience, fairly and accurately, in exactly the form I will submit to United's customer service, and ask, via a poll, what sort of compensation you think is fair. I will post United's reply for comparison. The point of the diary is not to swap torture stories (but go ahead if you wish), rather just to remind our community that this is unfinished business. We should throw some of our blog-weight around.
Update: United responded with a token offer and excuses. Their reply ia at the end of the diary.
Before presenting details below, let me stress that I have been doing most of my flying on United Airlines and therefore the chances that things would go wrong are probable. It is not my intention here to single out United in any way except with regard to their treatment of me compared to the employees of American airlines whose actions were perfect and saved my bacon. I also have to say that there was one employee at United who fought vigorously on my behalf and is worthy of commendation, though I don't know her name.
The problems I list below could happen to anyone. Some were caused by mother nature or bad luck and will be so indicated in the list below. I could put on my writing hat and paint the picture in colorful and tearful terms, but I'm sticking to a simple list, simply because the quantity of improper behavior is too great to flesh it out in Technicolor.
As many of you have noticed, I tend to bring up the rear at protest marches because I have a slight disability. Best probably to describe it as a bum leg, a result of my stroke a while back. I do not usually require assistance unless I have to fight against the laws of gravity, or walk an extended distance.
Here is what happened:
On Thursday, April 2, I checked in for flight 830 from San Francisco to Chicago enroute to Nashville online.
My reservation was confirmed but my requested upgrade was unavailable. Bad luck.
My seat in coach was the last seat in the aircraft. Bad luck.
Because of bad weather we arrived late into the C gates at O'Hare.
I inquired about my connecting flight to Nashville, where I was going to coach my students at the national chess scholastic championships. The response was, to the best of my recollection, "F12, better hurry".
Gate F is about as far as you can get from gate C at O'Hare. I knew that I would not have time to wait the usual 15 minutes for a wheelchair so I had to run for it.
Unfortunately, the plane was departing from gate F1, not F12. When I got to the F12 gate a somewhat uncooperative desk agent simply denied there was any such flight and after I did persuade him to check, he told me I have to go back to gate F1. He would not call them or alert them to my presence. So I missed the plane.
Not such a big deal, except that I'd re-injured my leg in the scramble. And the customer service agent was most uncooperative. She rebooked me on a morning flight on American, leaving hotel and food problems up to me. She did say I might try to go stand by on a flight in a couple of hours. I asked her to register me for standby so that I could get on the list, because due to weather all sorts of flights were being canceled and delayed so standby was going to be tough. She said she could do that and that I should go over to American right away.
I went to the American gate where I inquired about my standby status. They had never heard of me. I explained the situation and the wonderful people at American squeezed me on as the only standby person to make it. I thank them and apologize to whoever got bumped to make room for me.
American was able to deliver me but not my bag to Nashville. The United agent had informed me that my bag would be waiting for me.
When I arrived in Nashville the United baggage claim representative refused to discuss the matter with me. She simply pointed over to the American baggage claim at the other side of the baggage area and said that it was their responsibility because I flew on the airplane. I understood that airlines have agreements that the last carrier should handle baggage complaints, but that is their business. I have a contract with United. I paid $15 for them to carry this bag. They cannot fob off their responsibility just because they have an internal agreement with other airlines.
The people at American did a wonderful job making many phone calls to track down my bag. They discovered it was still in Chicago in the custody of United Airlines and should arrive on the first flight in the morning. I headed off to the hotel and had to make my professional appearance in travel clothes. This happened to me before on United when I was in London for a major international chess event and had to attend the formal opening ceremonies in street dress (for which United later compensated me).
As in London they didn't manage to deliver my bag until the following evening. If the experience had ended then it would have been a minor inconvenience, though I was hindered throughout the weekend by an inability true to traverse the great expanses of the Gaylord Opry resort hotel where the competition was taking place.
However, that's just the appetizer. When I checked in the online at the Hotel prior to my Sunday return to San Francisco I was shocked to find that my upgrade ticket for first-class O'Hare to San Francisco, which had been confirmed by United in writing, had been restored to a coach ticket, even though my frequent flyer account had already deducted the miles I used for the upgrade. It took about 15 minutes of arguing at check-in because they claimed my account didn't have enough miles, though it was easy for them to verify that I had more than enough. I finally got the appropriate ticket.
Due to weather we got to O'Hare late and sat on the ground as my flight departed to San Francisco without me. Just a weather delay, no big deal. Except that the wheelchair I had ordered and confirmed with the airplane crew was not waiting for me when I arrived at gate F1. I was in no condition to make the journey to gate C18, and I asked the gate agent, who was an absolute angel of support, to check into it.
She called and told me one would be there in 15 to 20 minutes, with apologies because she knew that unless I got to customer assistance desk quickly there would be no chance of me catching a later flight to San Francisco.
We repeated this 15 minutes later. And 15 minutes later. And 15 minutes later. And 15 minutes later.
During this interval empty wheelchairs were flying past our gate, dozens of them. The gate agent was getting very frustrated and angry, and not at me. Finally, she had to close the gate so she demanded that the person in charge of wheelchairs come and get me herself, and was assured that some will be along within 10 minutes. She also, on her own authority, give me some vouchers for expenses. She also booked me on the early morning flight, in first-class up as I had been ticketed. (Note: first class on a 767 was exactly as I remember Coach class in the 1970s. Except that the food was served on dishes and the drinks came in glasses. This is a 767 thing,)
Another 20 minutes passed. It was now more than an hour and a half after I had left the plane. I hobbled over to the Hilton where it took two hours to check in (you would think that the Hilton would have more employees on call during bad weather).
I got a little sleep but it wasn't over yet. In the morning I took the shortest route to a check-in area where I asked the United employee to get me a wheelchair. Even though these were United counters, she claims she worked for Canadian air and had nothing to do with United but was kind enough to call for a wheelchair anyway. Half an hour past. I then dragged myself and my luggage to a different terminal so I could get to my gate.
I can say that for the remainder of the flight I had no problems. Of course I carried my luggage onboard, even though I had paid the baggage fee, because I clearly couldn't trust United to carry it.
Now the simple question for the poll is, what reasonable level of compensation should be required of airlines when we get a passenger Bill of Rights? Remember that Economy Plus is just Economy with an extra 5 inches, allowing a laptop to be used comfortably.
I am very interested to see what you think, and I will update this diary when I hear from United customer service. As I said, not all the problems were their fault. In the London incident I mentioned my bag was given special treatment by Homeland security, and that is what caused it to miss the flight
Update: United replies and I respond:
Dear Mr. Schiller:
Thank you for contacting us about your round-trip travel from San Francisco to Nashville via Chicago that commenced April 2. On behalf of United and our United Express partner, Mesa Airlines, I sincerely apologize for the dissatisfaction you have expressed.
You have written about the delay of Flight 830 and missing your connecting flight from Chicago to Nashville. We recognize how important it is to you to get to your destination on time and we never want to disrupt our guests' travel plans. We do our best to minimize delays and cancellations given the various factors that can impact our schedule, such as equipment repairs, inclement weather or air traffic control issues. Our goal is to achieve the highest level of on-time performance with safety as our primary concern. I am sorry that you experienced a time when we were unable to make our on-time goals.
I realize how upsetting it was to miss your flight to Nashville and I regret your inconvenience.
I am sorry you were directed to the wrong gate. Our flight crews give the most current gate information they have available to them at the time. However, gate assignments may change unexpectedly. So, we do advise customers to check the flight information display boards for the most up-to-date gate information. In any case, I am sorry for the disservice you felt.
We are unfortunately seldom able to hold a connecting flight, as an incoming flight often needs
the gate, and we would potentially disservice many more guests by delaying their departure. In instances when your arriving flight is delayed and you miss your connection, we will typically arrange revised travel itineraries for United customers on United and United Express flights.
Although agreements between carriers give airlines the flexibility to reroute customers on most other airlines when necessary, usually restricted tickets or weather situations rule out those agreements. So, I am pleased to learn that my colleagues were able to get an exception and were able to confirm a seat for you with another carrier for a flight the next morning.
I am sorry for any misunderstanding or miscommunication, but we are not able to place a customer on another airline's standby list for a flight. Also, I regret the inconvenience you experienced when your bag did not arrive with you in Nashville after you were accommodated as a standby passenger on an earlier flight. Please understand that whenever you fly on a flight other than flight for which you are confirmed, you run the risk of being separated from your baggage. Still, I understand your frustration with all that happened.
You also mention that there was an issue with your upgrade request when you checked in for your return flights. Your comments as to our agent's handling of the situation trouble me because, as a company, all United employees have a commitment to a customer satisfaction philosophy that emphasizes the importance in responding to the needs of each customer. And our staff has the training and the responsibility to resolve service issues immediately. Your comments are being included in a report to the appropriate management for their follow up with the staff involved.
Further, you tell us that wheelchair assistance was not provided as expected when you arrived in Chicago on United Express/Mesa Airlines Flight 7266 on April 5 or on the following day when, after an unexpected overnight stay in Chicago, you returned to O'Hare to check in for your new flight. While your reservation does not indicate that you arranged for wheelchair assistance when confirming your travel plans, please know that advance notice is not required in order to receive the help needed. Still, you report that you made a last-minute request to the flight attendant of Flight 7266 for wheelchair assistance and asked an airport agent in Terminal 2,
but wheelchair assistance did not come to transport you as expected. I apologize for your inconvenience.
Because we truly don't want you to place your health or safety at risk by maneuvering through an airport terminal without help, in the future, we ask for your patience in waiting for assistance to arrive. Also, we do rely on our customers to clearly advise us if any aspect of our service is not meeting with their expectations so we may remedy the situation immediately. In addition, please know that we do have specially trained agents at all United airport locations called Complaint Resolution Officials (CRO) who have the responsibility and authority to resolve issues for anyone with a permanent or temporary disability. Please ask to speak with a CRO should you ever experience a problem while you are traveling with us.
We continually work to improve upon all aspects of our service; so, your feedback is very valuable to us. I have forwarded copies of your e-mail to the appropriate management at Mesa Airlines and to our Chicago Customer Service Managers for their internal review and follow up with our employees and our wheelchair service vendor. We want to ensure that our service programs are best meeting our customers' needs and expectations.
For your future reference, please know that United and United Express offer three levels of wheelchair assistance: passenger can ascend/descend stairs (needs assistance with distances within the terminal); passenger cannot ascend/descend stairs (needs assistance onto/off of aircraft); and passenger is completely immobile (needs assistance into/out of aircraft seat). In the future, please advise your travel agent or United Reservations representative of your specific level of ability so we may pre-arrange the services you need to travel safely and comfortably. You may also make the appropriate selections when booking on-line at www.united.com by selecting "Special Requests". Your needs will then be arranged for at all points of travel on United and United Express. As you may find the information useful when planning future travels, I am including "Tips for Travel" that outlines the many services United offers our customers with special needs to help make travel more comfortable.
Airline flights and schedules are always subject to change, as noted in our Conditions of Contract. Therefore, United does not compensate customers for their lost time or inconveniences based on their being involved in flight irregularities and not arriving at their destination on time. Neither do we compensate customers for their disappointment with our service. However, we recognize that your expectations were not met, Mr. Schiller, and I am truly sorry that your travels did not go more smoothly. So, to encourage you to travel with us and to demonstrate our commitment to customer satisfaction, we would like to extend a good will gesture. I am providing an electronic travel certificate that I hope will allow us an early opportunity to serve you again and regain your confidence. As you are a Mileage Plus member, your business matters to United and United Express.
Sincerely,
Faith Liedberg
Customer Relations
FAL/ca
Ref #: 8574157A
Mr. Eric Schiller - $250 Certificate #(a long number)
***************************************************************
$250 CERTIFICATE TERMS AND CONDITIONS:
***************************************************************
United Airlines Customer Relations
Goodwill Electronic Certificate
$250
Use one number to discount one new electronic certificate eligible roundtrip or one-way fare booked on united.com. You must begin your travel in the 50 United States, Puerto Rico or U.S. Virgin Islands and fly to a destination within the 50 United States, Puerto Rico, U.S. Virgin Islands or Canada. See below for additional terms and conditions.
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Redeeming your e-certificate is fast and easy.
- Go to united.com/shopforflights.
- Enter your origin and destination information.
- Select your travel dates and enter your e-certificate number.
- Select your flights. All selected flights must be e-certificate eligible to receive your discount.
- Choose your seat and purchase your flight.
Offer details:
NOTE: Not all flights are eligible for an electronic certificate discount. In some instances, flights or fares that are not electronic certificate eligible may be otherwise discounted or may in any event be less expensive than the electronic eligible flights.
IMPORTANT NOTICE:
We are not yet able to redeem paper certificates, coupons or vouchers at united.com. Please contact customer support at 1-800-589-5582 with any questions concerning paper or electronic certificates.
You may redeem this electronic certificate on united.com only. Discount only applies when ticket is purchased on united.com using the certificate number and a credit card that has a valid U.S. billing address. Electronic certificates cannot be redeemed by calling United Airlines or your travel professional.
-----------------------------------------------------
TERMS and CONDITIONS:
TICKETING:
- Permitted Travel Area: You must begin your travel in the 50 United States, Puerto Rico, U.S. Virgin Islands, and fly to a destination within the 50 United States, Puerto Rico, U.S. Virgin Islands or Canada.
- Discount Amount: $250 off a qualifying itinerary purchased at United.com. The discount applies only to the base fare, and not to any taxes, fees or surcharges, including, but not limited to Passenger Facility Charges (PFCs), departure and arrival taxes and carrier-imposed surcharges. The total price shown on United.com for qualifying itineraries will comprise the discounted base fare and all applicable taxes, fees and surcharges.
- Eligibility Restrictions: This discount may only be applied to the purchase of one new ticket and may not be applied to a previously issued ticket.
- Valid Carrier: United, United Express®, and TedSM, flights. It is not valid on any other flights operated by other airlines, such as United-Marketed code share and Star Alliance Flights.
- Ticketing Dates: valid for 1 year from the date of this letter
- Travel Dates: valid for 1 year from the date of this letter
- Blackout Dates: none
- Advance Purchase: per rule of fare purchased
- Min/Max Stay Requirements: Min Stay: per rule of fare purchased, whichever is longer; Max Stay: per rule of fare purchased.
- Valid Routing: Roundtrip or One way only. Circle trips, or trips with multi-city itineraries are not permitted. You must follow a permitted routing.
- Stopovers: Not permitted.
- Qualifying Fares: This discount may be used on any published United First® class, United Business® class or United Economy® class fares.
- Additional Taxes and Fees: All taxes, fees and carrier imposed surcharges are additional.
- Restricted Fares: This discount may not be used on the following fares: companion, travel industry, G class, contract, bulk, convention, tour conductor, children, family plan, government, group, military, senior citizen, student, youth, infant, tour basing, Round the World, Circle the Pacific, Visit USA, or any non-published fares. The discount certificate is not valid and does not apply if the discount amount equals or exceeds the base fare amount, therefore, the discount certificate will never be greater than the base fare and a residual value will not apply.
- Fare Rules: All rules of the fare purchased apply. Reservations and ticket purchases on United.com must be completed simultaneously. The published fare you qualify for depends on what class of service is available on the days you travel. Not all flights are eligible for an e-certificate discount. In some instances you may find flights that are not e-certificate eligible because they have already been discounted, and are less expensive than the e-certificate eligible flights.
- Combinability: Not combinable with any other discount offers.
- Maximum number of users per certificate: One.
- Maximum number of passengers per itinerary: One
- Ticketing: You may redeem this e-certificate on United.com. Certificate is valid towards a qualifying flight purchased at United.com through 11:59 pm CDT on the last ticket date stated on rule 5. Discount only applies when ticket is purchased within the 50 United States. All dollar levels are stated in U.S. Currency. Electronic certificates cannot be redeemed by calling United Airlines or your travel professional.
- Residual Value of Certificate/Discount: The discount certificate is not valid and does not apply if the discount amount equals or exceeds the base fare amount, therefore, the discount certificate will never be greater than the base fare and a residual value will not apply
- Mileage Plus® Accrual: Permitted.
- Upgrades: To determine if the fare purchased with this discount allows the use of an upgrade certificate refer to the terms, conditions and booking class restrictions associated with the upgrade type you are using.
- Changes: Rules of the fare determine if changes are permitted. If changes are allowed, there may be service charges and fees associated with a change. You will receive the value of the discounted ticket, less any of the aforementioned service charges and/or fees, towards the purchase of a new ticket.
- Refunds: This discount is non-refundable, once used the discount will not be reissued for future use. Any refund due is based on the amount actually paid, minus any service fees. The discount may not be applied toward the purchase of another ticket when exchanging or refunding your original ticket, except when the original ticket qualifies for a reduced fare (guaranteed airfare rule applies). Check with United.
- Denied Boarding Compensation: Permitted.
- Transfer of certificate: This certificate is transferable, but void if sold or bartered. Other restrictions may apply.
- Important Notes: The certificate has no cash value and may not be altered, duplicated, sold or bartered. If lost, stolen, expired or destroyed certificates will not be replaced. Only one discount certificate, discount voucher or discount is permitted per ticket. Offer subject to change without notice. Other restrictions may apply.
Processing Information:
Agencies See: S*PMA/WEBDOLLAR
UA Representatives See: S*PMO/WEBDOLLAR
FastTech: Profile Code: PMO Name: WebDollar
Tic Codes: WEB425
Copyright 2002 United Airlines, Inc. All rights reserved.
Air Travel Tips for Passengers with Special Needs
Wheelchair Users
Every United location has wheelchairs available, and all of the cities we serve have passenger loading bridges or special ramps or lift equipment to board customers who are unable to climb stairs or need assistance directly to their seat. An attendant is provided at no charge when you use a United wheelchair. Upon request and when circumstances allow, we will provide a wheelchair to a customer for independent use. You may be required to leave your government issued identification as security. To obtain assistance, please identify yourself to a United representative. Wheelchairs are in great demand during certain travel periods and we will appreciate your patience if you must wait a few minutes for one to become available.
United will transport a customer's personal wheelchair free of charge. Customers have the option to use their own wheelchairs at the airport and during lengthy flight connection times. Some collapsible wheelchairs can be stored in the aircraft cabin. However, since storage space in the aircraft cabin is limited, customers who prefer to travel using their own wheelchairs should obtain a special "gate tag" at the departure counter. When you check a personal wheelchair at the gate, we use the tag to advise baggage personnel to bring the chair to you at the arrival gate. We will make every effort to deliver the wheelchair promptly. Still, facilities at a particular airport may slow this process and require some patience. When flight connection time is brief, a customer requiring the use of a wheelchair may prefer to use United's service.
United and our partners offer three levels of wheelchair assistance: 1. passenger needs assistance with distances within the terminal; 2. passenger cannot ascend and descend stairs and may need assistance onto or off of the aircraft; and 3. passenger is immobile and needs assistance into and out of their seat on the aircraft. Customers should advise their booking agent of their specific level of ability so we may pre-arrange the services needed to travel safely and comfortably.
Aircraft Accommodations
Selected seats with movable armrests are available so customers using wheelchairs can more easily transfer from an aisle into their seats. We also have a specially designed on-board wheelchair for use in flight and, on some aircraft, accessible lavatories. Qualified customers may request seating reserved for passengers with special needs based upon availability and with a minimum 24-hour advance notice.
Blind and Sight Impairment
We recognize that many travelers who are blind or visually impaired may not require help. However, people are available to lend assistance. Airport escorts are available, and our flight attendants will offer to explain emergency procedures as well as aircraft surroundings. Federal aviation safety-regulations require that canes be stowed prior to takeoff and landing.
Cognitive and Developmental Disabilities
United will provide assistance to individuals who may need guidance within the airport. However, an escort is not available to remain with the customer. Passengers who require personal or continuous care must provide their own attendant or safety assistant.
Deaf and Hearing Impairment
Since hearing impairment is an "invisible" disability, we ask that you make your needs known to our agents. This enables us to provide you with information during delays and an individual safety briefing if you desire. United offers a special toll-free TTY reservation service at 1-800-323-0170 for those who have a hearing or speech impairment.
Service Animals
Qualified service animals are welcome at no additional cost. Service animals may be quarantined after arrival if traveling internationally or to Hawaii, however some locations may have exemption policies for guide dogs. Customers may contact the consulates of the countries they will be transiting/visiting or the Hawaii Animal Quarantine Branch Manager for details.
Therapeutic Oxygen
Therapeutic oxygen is available for a reasonable service charge per flight coupon. Customers must use onboard equipment provided by United Airlines and arrange for the service through United Reservations at least 48-hours in advance of travel. We will attempt to accommodate, but can not guarantee, requests made within 48-hours of departure. For service at the airport before departure, during connections, and after arrival, customers must arrange service through an outside provider. Customers must arrange for service on flights operated by another carrier directly with that airline. We will transport personal pressurized oxygen equipment during flight if the cylinders are empty and if they meet certain other requirements, while we are not currently able to accept liquid oxygen tanks used with self-breathing apparatus. We can also arrange to provide electricity during flight for other FAA approved medical equipment.
If You Have Concerns, Let Us Know
We are very interested in customer feedback. If our local airport Complaints Resolution Official (CRO) cannot assist you, please contact us at United Airlines World Headquarters. You can reach us by e-mail by selecting "Contact United" at www.united.com, by toll-free telephone at 1-877-228-1327, or by writing to United Airlines Customer Relations, PO Box 66100, Chicago, IL 60666. If you feel United Airlines has violated any rules pertaining to travel for persons with disabilities, you may want to contact the Department of Transportation directly at: &
#160; U.S. Department of Transportation, Office of Consumer Affairs, 1200 New Jersey Avenue, S.E., Washington, DC 20590. Please know that we are committed to making air travel safe, accessible, and comfortable for our customers with special needs.
More Information
You may obtain additional information by clicking on 'Children, pets and assistance' under 'Services and information' at www.united.com, contacting your travel agent, or by speaking with a United Reservations representative at 1-800-United-1 (1-800-864-8331) for U.S. domestic flights or 1-800-Jet-Away (1-800-538-2929) when you have an international itinerary. We thank you for choosing United.
My reply:
Thank you for your reply. I do need to pointy out that since your customer servic e desk closed at 9 PM and simply told people to come back at 5:30 AM, that was not an option. And the failure to provide connecting flight information was so annoying even the pilot was complaining and apologizing.Waiting 90 minutes for a wheelchair isn't patience, it is torture.
In your staff review please remember to commend the agent at gate F1 on the return flight for her extraordinary conduct.
This is why we need a passenger bill of rights and your reply is being forwarded together with my DailyKos post to all those working on passing this necessary law.
$250 is certainly unacceptable as compensation. You provided $150 just for mishandling my bag on my last London flight. In my public post, I polled readers as to what they felt was appropriate. Here is what they said:
n view of the circumstances, what compensation should the PBOR require.
I year unlimited flights
7%
13 votes
1 RT International, 1 domestic and 3 years of economy plus upgrades
18%
30 votes
2 free domestic flights
27%
45 votes
1 free domestic flight
24%
40 votes
Other, I'll explain in comment
8%
14 votes
A slice of Boston Cream Pie (no sugar added) on the next flight
4%
7 votes
Nothing, airlines rule!
9%
15 votes
| 164 votes
This is why we need a passenger bill of rights and your reply is being forwarded together with my DailyKos post to all those working on passing this necessary law.