Complaint Review: United Airlines - Internet

1. Never, I repeat, NEVER check valuables. Everyone should know better than that. If you don't know, the numerous warnings given by the airline, most travel experts and any other member of the travelling public should clue you in. A $500 camcorder does not belong in your checked baggage. Period. Bring it in your carry-on. 2. Read your contract. The ticket spells out the airline's liability and obligations. It also spells out YOUR obligations (yes, we, the travelling public, also have obligations). This is especially important when you are carrying something valuable. If you insist on checking something you can't afford to lose (which is NEVER a good idea. See Lesson 1.), then it is YOUR responsibility to find out if it will be covered. If it isn't, you could purchase the coverage, or, even better DON'T check it. 3. If you purchase extra coverage for a valuable item, the insurer and/or the airline will want to inspect the item BEFORE it is checked. They won't cover it if the item is already broken before you take your flight. I'm not saying YOU did that, but I'm sure people have tried it. 4. I don't work for any airline, but need to be able to travel quickly from one place to another. Since I don't have a pilot license and don't own an airplane I need airline employees just as much (if not more!) than they need me as a customer. Being nice gets me much further than being rude. And telling them you pay their salaries is rude. Follow my advice, and this won't happen to you again.

To those f'ed up airline employees, not all, to those "typical" government TSA employees, to those even more f'ed up passengers, I don't even bother flying anymore. It's not worth it. If I have to get anyplace, I'll drive.

If you read the terms in the ticket jacket, it does deny United any responsibility whatsoever on stolen, lost, or damage baggage. THAT is the problem, not the customer who expects not to have his baggage damaged or stolen after paying $1000 for a plan ticket. When your baggage is stolen or damaged, there is a LONG list of items they are not responsible for--jewelry, cameras, any electronic items, cash, original artwork, personal papers--and the list goes on and on and on, no joke (look it up on their website). Basically, it is obvious from reading the list, they EXPECT their baggage handlers to steal, which is what happened to me and my family. Anything worth stealing is not covered. They really should list what is covered under their liability. The list would be much shorter, in fact, hardly a list at all. Try calling their "delayed baggage" center. I was on hold for over 40 minutes at a time, and was lied to and hung up on. They will lie to you and say it is not their fault and try to blame the TSA, even though the TSA had nothing to do with it. I was even told by them, again after on hold for over 40 minutes, that there is no kind of claim service through United, which is a flat-out lie. I was hung up on after waiting over 40 minutes to speak with someone. All of our luggage was picked through and had items stolen. After countless phone calls and hours of waiting on hold, I finally was sent a United claim form. To this day, we have yet to see a penny of reimbursement. We traveled in June 2005. There is a reason they filed for bankruptcy. I have traveled to different parts of the world and the US many times, but this was my first time with United, and they are by far the absolute worst. I did not even get into their rude flight attendants. Of course, not all were rude, but the fact that there were some rude ones tells me that there is not emphasis on customer service, and that the polite and professional ones were just friendly because they are just polite and friendly people, not that United trained them properly. I would never fly United again, not even if it were free. I would be afraid of having my baggage picked through by their handlers and have things stolen again. Rudeness is easy to deal with--people have no class these days. However, the fact that they EXPECT their employees to steal or lose or damage their customers' belongings and on top of all that, not care or do a thing about it, is simply disgusting.

If you read the terms in the ticket jacket, it does deny United any responsibility whatsoever on stolen, lost, or damage baggage. THAT is the problem, not the customer who expects not to have his baggage damaged or stolen after paying $1000 for a plan ticket. When your baggage is stolen or damaged, there is a LONG list of items they are not responsible for--jewelry, cameras, any electronic items, cash, original artwork, personal papers--and the list goes on and on and on, no joke (look it up on their website). Basically, it is obvious from reading the list, they EXPECT their baggage handlers to steal, which is what happened to me and my family. Anything worth stealing is not covered. They really should list what is covered under their liability. The list would be much shorter, in fact, hardly a list at all. Try calling their "delayed baggage" center. I was on hold for over 40 minutes at a time, and was lied to and hung up on. They will lie to you and say it is not their fault and try to blame the TSA, even though the TSA had nothing to do with it. I was even told by them, again after on hold for over 40 minutes, that there is no kind of claim service through United, which is a flat-out lie. I was hung up on after waiting over 40 minutes to speak with someone. All of our luggage was picked through and had items stolen. After countless phone calls and hours of waiting on hold, I finally was sent a United claim form. To this day, we have yet to see a penny of reimbursement. We traveled in June 2005. There is a reason they filed for bankruptcy. I have traveled to different parts of the world and the US many times, but this was my first time with United, and they are by far the absolute worst. I did not even get into their rude flight attendants. Of course, not all were rude, but the fact that there were some rude ones tells me that there is not emphasis on customer service, and that the polite and professional ones were just friendly because they are just polite and friendly people, not that United trained them properly. I would never fly United again, not even if it were free. I would be afraid of having my baggage picked through by their handlers and have things stolen again. Rudeness is easy to deal with--people have no class these days. However, the fact that they EXPECT their employees to steal or lose or damage their customers' belongings and on top of all that, not care or do a thing about it, is simply disgusting.

If you read the terms in the ticket jacket, it does deny United any responsibility whatsoever on stolen, lost, or damage baggage. THAT is the problem, not the customer who expects not to have his baggage damaged or stolen after paying $1000 for a plan ticket. When your baggage is stolen or damaged, there is a LONG list of items they are not responsible for--jewelry, cameras, any electronic items, cash, original artwork, personal papers--and the list goes on and on and on, no joke (look it up on their website). Basically, it is obvious from reading the list, they EXPECT their baggage handlers to steal, which is what happened to me and my family. Anything worth stealing is not covered. They really should list what is covered under their liability. The list would be much shorter, in fact, hardly a list at all. Try calling their "delayed baggage" center. I was on hold for over 40 minutes at a time, and was lied to and hung up on. They will lie to you and say it is not their fault and try to blame the TSA, even though the TSA had nothing to do with it. I was even told by them, again after on hold for over 40 minutes, that there is no kind of claim service through United, which is a flat-out lie. I was hung up on after waiting over 40 minutes to speak with someone. All of our luggage was picked through and had items stolen. After countless phone calls and hours of waiting on hold, I finally was sent a United claim form. To this day, we have yet to see a penny of reimbursement. We traveled in June 2005. There is a reason they filed for bankruptcy. I have traveled to different parts of the world and the US many times, but this was my first time with United, and they are by far the absolute worst. I did not even get into their rude flight attendants. Of course, not all were rude, but the fact that there were some rude ones tells me that there is not emphasis on customer service, and that the polite and professional ones were just friendly because they are just polite and friendly people, not that United trained them properly. I would never fly United again, not even if it were free. I would be afraid of having my baggage picked through by their handlers and have things stolen again. Rudeness is easy to deal with--people have no class these days. However, the fact that they EXPECT their employees to steal or lose or damage their customers' belongings and on top of all that, not care or do a thing about it, is simply disgusting.

If you read the terms in the ticket jacket, it does deny United any responsibility whatsoever on stolen, lost, or damage baggage. THAT is the problem, not the customer who expects not to have his baggage damaged or stolen after paying $1000 for a plan ticket. When your baggage is stolen or damaged, there is a LONG list of items they are not responsible for--jewelry, cameras, any electronic items, cash, original artwork, personal papers--and the list goes on and on and on, no joke (look it up on their website). Basically, it is obvious from reading the list, they EXPECT their baggage handlers to steal, which is what happened to me and my family. Anything worth stealing is not covered. They really should list what is covered under their liability. The list would be much shorter, in fact, hardly a list at all. Try calling their "delayed baggage" center. I was on hold for over 40 minutes at a time, and was lied to and hung up on. They will lie to you and say it is not their fault and try to blame the TSA, even though the TSA had nothing to do with it. I was even told by them, again after on hold for over 40 minutes, that there is no kind of claim service through United, which is a flat-out lie. I was hung up on after waiting over 40 minutes to speak with someone. All of our luggage was picked through and had items stolen. After countless phone calls and hours of waiting on hold, I finally was sent a United claim form. To this day, we have yet to see a penny of reimbursement. We traveled in June 2005. There is a reason they filed for bankruptcy. I have traveled to different parts of the world and the US many times, but this was my first time with United, and they are by far the absolute worst. I did not even get into their rude flight attendants. Of course, not all were rude, but the fact that there were some rude ones tells me that there is not emphasis on customer service, and that the polite and professional ones were just friendly because they are just polite and friendly people, not that United trained them properly. I would never fly United again, not even if it were free. I would be afraid of having my baggage picked through by their handlers and have things stolen again. Rudeness is easy to deal with--people have no class these days. However, the fact that they EXPECT their employees to steal or lose or damage their customers' belongings and on top of all that, not care or do a thing about it, is simply disgusting.

First off I have no affiliation with any airliines nor do I work in the industry yet. I am a student studying travel and tourism. Here are just a few of my thoughts. WOW.. I can't believe the hatred. I understand that it's terrible when something gets broken and no one is willing to replace it. Legally however when you take ownership of your ticket, you have agreed to the terms and conditions. Yes, those term and conditions will be in legal mumbo jumbo however, just ask your friendly travel counselor to explain them to you. As far as the comment about people dying in the terrorist attacks. That is really sad that someone would actually wish that on someone. Innocent people were killed and our nation attacked. It would be better to have respect for what happened rather than use it as a hope for harm to an individual. As far as the airline employees go. We all have bad days. I have them, you have them, we all have them. Some more than others. Keep in mind that when it comes down to it we are all human. With all the violence in this world we should try our best to relax and try and relate with one another. On a recent trip of mine the employees at the gate we're not so friendly. I just smiled and wished them a good day. :-) Why let something as simple as human interaction ruin your flight. Tamairo I would say that you are lucky that the airlines offered you some sort of compensation. I know it didn't really help with the cost of the camcorder replacement but atleast they made an effort. Once again legally they didn't have to do anything. On a side note Tamairo.. I'm not trying to take sides with the airline. It's just that after seeing the behind the scenes of how the industry operates it is no wonder that more people are becoming upset with the industry. If you like to read you might want to pick up the textbook "Travel Career Development 7th Ed." It will point out why the industry is struggling and might help you to understand a different point of view. For me personally I feel much more confident and relaxed when I know how something works or what is going on behind the scenes. For all that read this just remember to relax. You never know when your time is up on this planet so make the most of everyday. Treat everyone with politeness, even those who are rude to you - not because they are nice, but because you are. Love & Light to All

My god, I'm shocked that these employees continue to have jobs where they come in contact with people! There is so much hate and built-up anger there. No wonder the airlines are so bad! Tamairo, sorry to hear about your loss. An extra $500 in damage? That's certainly not my idea of the friendly skys. Trust me, SANE people agree with you. Whether you bought a discounted fare, or you paid full price, it was good money. And, a lot of money. You deserved much better! People are scared enough to travel as it is. People DIED in 9/11. A witness in one tower said he saw a pregnant woman, still strapped in her seat, hit the ground, and her stomach burst open and the fetus came flying out. That was the horror of that particular flight. People face that risk everytime they fly. Then, to hear these two describe how the passengers are nothing but a nusiance! Please, find jobs far away from the public. Nobody deserves your abuse. People come to the airline with hopes and expectations. It may be the start of a vacation that they waited several years to take. It may be a family getting together for the holidays. Or, it could just be a business traveler commuting to a division of his company. Needless to say, they expect human compassion and reasonable service. Tamairo's bag contained her vacation items. It wasn't just yesterday's kitchen garbage bound for the dumpster. Baggage handlers need to use some care. It's not a free-for-all toss into the baggage compartment from 10 feet away. Would these two treat an elderly woman in the same manner they posted here? Possibly so. A scared child? Maybe they'd tell them to shut the f**k up. I can't imagine anyone trusting these two with a pet. Would they throw the carrier underneath a pile of luggage, leaving the animal injured and scared? Turn the situation around. What if these two individuals were hurrying to work and were involved in a bad accident. The medical rescue staff that arrives grabs them by the hair and pulls them out onto the ground. In the process, Tom suffers a bloody nose as his head is dragged across the crushed car as he's pulled out. He cries out and is told to shut the f**k up. "We're here to save your sorry asses, so quit your whining, pussyboy!" As he is being transported, scared and in pain, they tell him the hospital is overbooked. They'll have to find some other place to dump his fat a*s off at. Tom is still conscious and is able to hear all this being said. Imagine how he would feel. Well, that seems to be exactly the attitude he has with his passengers. Perhaps, Legend would like to visit a restaurant for a quiet dining experience with his wife. Only, he gets the server from hell. "You know, I'm sick of all you fat-a*s scumbags coming in here and plopping your fat asses down in my booth. You know, you and your crack-w***e wife come in and act like dining is some kind of right. If you don't like the bug in your food, get up and get the hell out" There it is gentlemen! That's how you describe treating your passengers. Would you accept either of those two things? Perhaps, next time, you will be a little more considerate towards others. Your passengers are people. There is a young mother visiting her grandparents with a new baby. There is a couple going on a honeymoon. An elderly man taking the flight portion of a cruise vacation. To you, they just seem like cattle. But, stop sometime, and talk to these people. You will find they all have hopes and dreams just like you do. They have feelings and concern for others. Yes, I know, you have seen your share of rude flyers. But, that doesn't excuse your behavior. I always take Greyhound. I'm scared of planes. Long before terrorists. I never knew about the terrible flying experience. About the only good thing I can see here is the fact that all airline people can't be like these two above. They are definitely the exception. Two angry men with hate for the world. I'm sure there must be far more individuals who are dedicated to providing the public with an enjoyable traveling experience. Tamairo, again, I'm very sorry to hear about your loss. Good luck to you!

As a former airline Customer Service Agent & Ramp Agent (Mesaba/Northwest, TransWorld Express, and American Connection), I learned very quickly how most passengers do not do their homework BEFORE making a purchase. This was anything from hazardous materials NOT TO PACK in their checked bags, film in checked bags, not reading the brochure or checking the website on what the airline will cover and not cover in regards to damaged items in check bags, etc. Like any purchase, the consumer MUST do their research in advance to make a good decision on whether checking certain types of items w/the airlines is a gamble. You may be better utilizing UPS, FedEx, etc. After 9/11, I noticed more passengers becoming aware of what the airline's liability was regarding checked items. I had many frequent fliers actually utilize FedEx, UPS, or other means to deliver their luggage due to the limited liability. College students began to revert to mailing their fragile items when returning to school. Local antique dealers whom used to fly with items we would not cover if lost or damaged began to use other means to get their precious items to their destination (again, UPS, FedEx, etc). In the situation like your camcorder, it should have been a carry-on item. Keep in mind, lost or damaged carry-on items are generally not covered by the airlines. I'm sorry to hear about your experience. I, too, do not expect my luggage to be mishandled. From experience, most mishandled luggage was due to overpacked bags or rampers working as fast as they can to prevent further delay of a flight and just packing the cargo bin as quickly and efficiently as possible. I always recommended passengers to purchase a good quality hardcase brand luggage which comes with a lifetime guarantee (i.e. Samsonite, American Tourister). Baggage is supposed to be designed to take a beating. When time is crucial (i.e., tight connection), rampers will work hard to get you where you need to go. So to recap, do your homework. All airlines post their luggage liabilities, what NOT to pack (i.e., hazardous materials), ticket restrictions, and many FAQ's via online OR you can call thier toll free #. It's your money.

To the Airline Employees, I am glad that you are so proud of your fine print and disclaimers written by lawyers to absolve yourselves of all responsibilies. Please, name the airlines you work for. I know that they are all alike... but I would like to make sure that your company doesn't get the money. Because you all move so much... and of course you do it so well... there should be such a small amount of damage that it would cost almost nothing for the company to fix the wrongs. Right? Oooops. I guess that you all aren't so perfect and that the problems aren't so small....that is why you need all those legal disclaimers. To protect you all from all the abuse that is done to customers and baggage. To say that if a person has an issue with the airline company then the deserve to die in a plane crash... that is simply sick. To equate Al-Qaieda to anything other than what they are is down right stupid. Why would you want to equate a fight with terrorism with baggage handling? Oh, that is right. You work for the airlines (which let the terrorists on the planes) and you wish to use those poor people who died as an excuse for your poor performance. That is sad as well as sickening.

You work in the industry, so why would you be on my side? You know what? Both of your comments are are irrelevant. I don't care what is in the luggage. It still should not be mishandled. How would you like your stuff to be ruined? I don't care if I paid .01 for a flight through priceline, bestfares or whomever. That is totally irrelevant. None of that is the point. The customer service should still be acceptable under any circumstances. Remember, your butts wouldn't have a job if it were not for the passengers. We pay your bills! Even if we moan and complain, you have to accept it, or go and get another job. I bet if you didn't work for the industry, you wouldn't even care about any of this. There is no need to make excuses for the truth. The truth will set you free! Don't try to cover up the inadequacies. The problems are still there, and this is why United has so many problems and is in bankruptcy now. You might need to find another job. I am telling you what I went through, it is the truth!!! If you both don't like it.....then tough cookies! You are the ones that have to work there so deal with it! So, I guess you are the ones who are SOL. Not me! I don't have to work there. You do! If you can't stand the heat, then get out of the kitchen. This will not be the first complaint, and it will not be the last. You will have many more. So, if you don't like your job, and you are tired of the complaints, then go work at McDonalds. I have a choice. I don't have to ever fly with them again if I don't want to, and I don't encourage anyone else to do so. You would probably be moaning and complaining just like everybody else if you didn't work for the airlines.

You all can say what you want. You can call it whining, moaning and complaining but it is not your s**t that got broken, nor did you go through what I went through. You don't know the situation. Ya'll no good asses work there, or work in the industry, so why would you be on my side? I bet if ya'll inconsiderate asses didn't work for them, ya'll wouldn't be taking up for them. No matter what the hell is in my bags, it shouldn't be ruined because they mishandle luggage. No, I am not SOL, you all are. You work for a company who is filing bankruptcy, and you all don't give a d**n about your customers, you treat them like crap and we are the ones keeping money in ya'll broke asses pockets and giving you a job! Without us you wouldn't have a job. We might b***h, and complain, but we still pay your bills. Without us, you wouldn't have anything. Nothing you said still doesn't make things right. The problems are still not solved, and your comments mean absolutely nothing. This is my experience. I am telling the truth. That's just too bad that you all don't care.

You all can say what you want. You can call it whining, moaning and complaining but it is not your s**t that got broken, nor did you go through what I went through. You don't know the situation. Ya'll no good asses work there, or work in the industry, so why would you be on my side? I bet if ya'll inconsiderate asses didn't work for them, ya'll wouldn't be taking up for them. No matter what the hell is in my bags, it shouldn't be ruined because they mishandle luggage. No, I am not SOL, you all are. You work for a company who is filing bankruptcy, and you all don't give a d**n about your customers, you treat them like crap and we are the ones keeping money in ya'll broke asses pockets and giving you a job! Without us you wouldn't have a job. We might b***h, and complain, but we still pay your bills. Without us, you wouldn't have anything. Nothing you said still doesn't make things right. The problems are still not solved, and your comments mean absolutely nothing. This is my experience. I am telling the truth. That's just too bad that you all don't care.

You all can say what you want. You can call it whining, moaning and complaining but it is not your s**t that got broken, nor did you go through what I went through. You don't know the situation. Ya'll no good asses work there, or work in the industry, so why would you be on my side? I bet if ya'll inconsiderate asses didn't work for them, ya'll wouldn't be taking up for them. No matter what the hell is in my bags, it shouldn't be ruined because they mishandle luggage. No, I am not SOL, you all are. You work for a company who is filing bankruptcy, and you all don't give a d**n about your customers, you treat them like crap and we are the ones keeping money in ya'll broke asses pockets and giving you a job! Without us you wouldn't have a job. We might b***h, and complain, but we still pay your bills. Without us, you wouldn't have anything. Nothing you said still doesn't make things right. The problems are still not solved, and your comments mean absolutely nothing. This is my experience. I am telling the truth. That's just too bad that you all don't care.

I must applaud you LEGEND. It is refreshing to see another breath of TRUTH in here regarding Airlines. I am so sick of working in the industry for so many years & hearing all the WHINING about the things you mentioned. I wonder if those people yelling, screaming & whining all the time have jobs that people do the same thing to them. I doubt it. They seem to think Airline Travel is some kind of RIGHT and that they are entitled to be treated like ROYALITY just cause they paid their $99.00 on Priceline or something. All I can say is I HOPE EVERYONE OF THE WHINERS ON HERE GET ON THE NEXT FLIGHT ON AL-QAIEDA AIRWAYS AS IT GOES CRASHING INTO THE GROUND !!!!!

Over 18 years working for an airline I heard just about every complaint from passengers. Late flights, missing passengers, broken luggage, yack yack yack yack. Does anyone really realize they agree to the airlines TERMS OF TRANSPORTATION when they purchase the ticket ??? 99.99999999% of the passengers don't. The TERMS cover compensation in overbooking and liability limits for various things. Anyone can ask to see a copy at the ticket counter. Airlines will mail you a copy if you request it. Yes you are SOL if your camcorder gets broken as checked luggage, ever read baggage limitation info in a ticket jacket ???? Probably not. Get bumped off a flight and throw a hissy fit because you "had a seat assignment" and got there at departure time ????? Read the back of the ticket ??? Doubt it. Stuff like this happens and folks go postal on the poor agents, who are just following the rules, the limits as defined in the "terms". Then its "I want your name", "get me the manager", "wake up the CEO I want to talk to them", yadda yadda yadda yadda. Truth of the matter, if you don't check into the luggage liability and pack a camcorder, like who in their right mind would, you are SOL.