Has United changed your flights

[Minnee]

We're flying w/United the end of this month, We made res. in April, because there is so many of us, and I wanted to make sure that I would be sitting all together. After at least 5 changes, not just time changes, but complete connection changes, my family is scattered thru the airplane!!! I am so Mad! The last rep. I spoke with made me feel like we should be glad that we are all on the same plane! They have my dd 5, sitting by herself 2 rows ahead of me ! United customer relations didn't really help either, they just said that with everything that happened, all airlines were making lots of changes. My dfl is flying on Continental, had 1 change(15 minute delay) they called him, and offered a travel voucher for his inconvience. Nice!!!
Has anyone else been through the "United Shuffle"?

 

[Padre Disney]

We had the same thing happen with our Delta flights in December. We have a group of 8 and bought our tickets ahead of time with assigned seats so we could all be together. Luckily I had printed out the flight info when we first reserved our seats. Last week I was checking how many seat our flights had left and noticed the had changed one of the flights to a smaller plane. When I called Delta and asked about our seats they had us everywhere. I told her how upset I was and she was very rude. After all I had already paid for assigned seats. After hardly no help from Delta I called our Travel Agent who said that the airlines do things like that all the time. I was shocked. I guess I wouldn't have been so mad if Delta would have called and asked us what seats we would like to have because of the changes. Anyway my TA fixed everything and we are all together as of today. You can bet I'll be checking everyday ti make sure all is okay.
.
My husband can not stand how the airlines treat customers and how they never understand why customers complain. Like you said why do people purchase tickets in advance and get assigned seats only to have the airlines make changes with out informing the customer of changes. My biggest complaint is having to show up hours ahead of time to check in just so they don't give your seat away. I don't mind checking in early for security reasons. If my seat is paid for then I see no reason having to show up with children and wait hours before boarding. Just my opinion.

Good luck on getting your group all together.

 

[Beverly Lynn]

you are not guaranteed a specific seat. unless of course you are handicapped. they have certain seats for this. the best that I can tell you is to get to the airport early and the seats they have blocked they can assign to you so that you may sit together. they will not let your 5 yr old sit by themselves. they can and will move people around to acommodate you.
I know some agents can be rude but until you have worked in their job and see what they have to put up with don't judge them especially in this time. you have no idea the abuse they are putting up with. and I know this because I used to do that job. it is very hard to be sweet to people when you have been called every name in the book, hung up on, screamed at, cried at, sworn at and generally abused by the previous callers before you. I will say that the one super nice person that you speak to helps. so keep this in mind that they are just as frustrated as you by all these changes because they are the ones that have to explain to the passengers what happened and take the anger that is bestowed upon them by what the company did not them personally. I still don't now which is worse over the phone or in person. people have literally throwhn their bags at us or tried to hit us and in general physically take their anger and hostility out on the airport agents. its not always a fun job to work for the airlines.
I understand your frustration on what has happened to you, but its not so fun for the agent either. either way its a no win situation. if the seat you want isn't in the computer then how are they supposed to give it to you? the seats department are not always the most cooperative either.

 

[Padre Disney]

If our group had wanted to take a chance and just hope to sit together we would have spent less money and purchased tickets on Southwest. Our tickets that we paid for early had seating assignments. Our TA put alot of effort and time into getting us together. I can understand being rude to a customer if a customer was rude to you first. However when I called Delta I was very nice and she was not. Then when I called the second time and was upset I am sure the person on the phone could hear how upset I was. She was very helpful and even apologized for the other rude person. I think the airlines owe the customers better treatment. If they would learn how to run their business correctly they wouldn't have so many customers angry.

 

[Minnee]

Beverly
Don't get me wrong..... I don't blame the agents for all of my changes, I blame United. I blame the agent for being rude, and he was, beyond belief! I wasn't rude to him, I'm not going to argue with someone over the phone, I just hang up, and try to get a different agent. When he adds his remarks, that makes me mad. "We'll be lucky to get everyone on the same flight". No, not right, I didn't make the changes, United did, why should I be "lucky" to be on the same flight with my family, if I booked it that way earlier. I'm not a hot-head, I'm usually more worried if I'm going to upset someone else. I just feel that United isn't handling the all the changes with the customer in mind. On my last call, the rep in customer relations said that they usually call a week be for your flight with changes, that's all good, but I'll be on a cruise, I asked how that would work, the phone was silent........ and then he said, that's a good question. I can't be the first person to ask this, can I?
I only wanted to see if there were others out there, as confussed as I am.
One more funny thing(it has to be funny, or I'll cry) from the information given to me by the rep(the really rude one) My dh & dd, are in the exact same seats as my dm & dd, comfy huh!

 

[inkkognito]

We too have had various changes for our United flights, which we are taking Thanksgiving weekend to go on our 17th Disney cruise. In a way, it will work out better because we were originally flying out Thursday (day of the cruise) and returning Monday morning, with plans to go to work directly from the airport (the airfares for Weds. and Sun. travel were ridiculous). But now we are flying on Weds. and Sun., although on the Weds. flight we do not have seats together. Normally I would be complaining, but after 9/11 and the horrible impact on the airline industry, I am taking it in stride. I must say that in all the calls I've made to United, they have been as helpful as possible under very tough circumstances. I had to be the one to call in order to find out about the changes, but when I call, they are very helpful.
Barb
Visit the Platinum Castaway Club at: www.castawayclub.com

 

[Beverly Lynn]

PD then the best thing for you to do now is drive. and if there was so many changes then your travel agent should be the one taking care of your seating. its part of their job. and I have to ask were all of you people on the same ressie or different pnrs? this has a lot to do with everyone getting on the same flight and all. if the correct notations are not made in your ressie by the TA then how is the carrier supposed to know that you are part of this large group adn you must have specefic seats? I wish you could work as an agent for the airlines for one day since you think they are all rude. then you might understand what its like. if your call was anything like your post is I can see why the agent might have thought you were just as rude as you said they were.

Minnie when you get to the airport the best thing you can do is to be as nice as possible to the agent and they can shuffle people around to get you guys altogether. they have seats blocked off that they can assign to you. I know how you feel I have been on both sides of the airline change. when people call in they have to realize that the agent you are getting has been dealing with this all day and they might need a break but since they have work time its hard to take breaks when you need it. they are assigned. and if you take more than the company thinks you should you get written up for it. (unless of course you smoke)

I know so many people that say I was yelling or rude but they have to sit and think of how they come across to the agent they are on the phone with. you may not realize it but your voice can carry a tone that the agent thinks is rude too. so it goes both ways. the best advice I can give there is to ask teh agent to speak with their supervisor. then let that supervisor know what the agent did. most of the time they are being monitored. they get monitored by a person that does nothing but monitor calls and they also get monitored by their immediate supervisors. and the FAA and DOT does spot calls to them as well. so if its not reported to their supervisor then they won't know what the agent was doing.

I remember one night I had an irate on the line and he was nasty as nasty could be that his flight was cancelled. I was as nice as I could be and he called me several names and even threatened me and then wanted my supervisor. well fortunate for me Gail was monitoring me that night and heard the entire conversation and she let him know what she had heard and repeated a few things back to him when he told her I was rude and called him a name. he got called on it and didn't like it but I know I was not rude to him. especially when I sat in the cubicle next to the team lead who could hear my every word. so next time you think the agent is rude or ignorant, stop a minute and think of how you might sound to them. and if you don't like what they have to say ask to speak to someone else. and remember when that agent has your PNR up on their screen they can document it with what happened in the conversation. so if you hang up and call them back that will be in the record as well. every time someone does anything to your ressie it is noted who it was(by the agent sign) and what office and even what computer. I'm not saying the agent wasn't rude since I didn't hear the conversation but I remember how people can be on the phone. thats why I left reservations.

 

[flyingcircus]

Minnee-

PM me with your info, and I'll see what I can do. I don't promise anything, but I can at least email the F/a's on your flight, and let them know of your situation. Are you traveling Thanksgiving or the week after???

 

[Beverly Lynn]

flying circus you are a doll!

 

[flyingcircus]

Minnee-
Just wondering if you are still out there!!!

Are you flying out of LAS? Just wondering cuz I saw you were from Nevada. If so, United has cancelled ALL shuttle flights, and most everything out of Vegas was shuttle. They are subsituting the flights with mainline flights, and bigger aircraft. So in effect what is happening is that 2 or 3 shuttle flights, are now consolidated into one flight.

The ? I have is how in the world could they have your DH and DD and DM and DD in the same seats- even the computer can't do that! Do you have people in your party with the exact same name, or at least first and last name the same??

If there is a city ticket office near you, you might want to go in and talk to them, if you have time. Sometimes being face to face with someone helps.
If there are no seats together, talk to the agents at the gate. They don't like to see people split up. Then, if that doesn't help, talk to the F/a's. I will still email them if you want. Lastly, ask the psgrs around you if they could move- say your daughter throws up easily!!! I know this is probably NOT what you wanted to hear, but this is worse case scenario. Somehow it always works out.

 

[Padre Disney]

Beverly,
I do not blame the airline agent for all the changes. I do expect to be treated with respect when I call and ask a question. I just don't think you understand how frustrating it is for a large group of people to make plans months in advance to take a trip TOGETHER and want to sit TOGETHER only to have the airlines make changes without contacting the customer.
When I called and asked nicely for our new seating set up because of the smaller plane she was very very rude. I didn't care that they were using a smaller plane. I just wanted to be sure that my four kids would be with the adults in our party. TOGETHER
I should not have to ask another customer to move because of airlines changes. It is their responsibilty not mine.
As for my TA taking care of it she did after I called and told her I had noticed the plane change. Again the airline had not notifyed her of the changes yet.

If I could get a full refund. WE WOULD DRIVE.

Here is the way my husband looks at the airline industry.
Lets say he bought eight tickets to a sporting event and all the seats are together.
His group shows up on game day and is told by stadium staff that seating has been rearranged. "Your lucky that we can still get all eight of you into this game". Oh but one of you is in this section over here. One seat is two rows back. another is in this section ...you get the idea.... How many people would put up with that kind of treatment. NOT VERY MANY.

 

[leebee]

According to info posted at www.travelocity.com, United is anticipating changing all of its flights for November and December (NB: I DO NOT know when this info was originally posted). My BIL is a flight attendant for United, and a bunch of stuff is going on there, just to keep the airline afloat. In fact, to guarantee that he will not be laid off, my BIL has taken a 3 month unpaid leave (United is continuing his health insurance and free flying benefits during that time). Try doing that over Christmas with two little kids! My point is simply that, in the aftermath of the terrorist actions of 9/11, airlines are making many changes just to enable them to remain in business. I would STRONGLY recommend checking your flight arrangements weekly for awhile, so that if flights are cancelled or rearranged, you will be aware of them well in advance and be able to make changes, if possible, or rearrange your itinerary. P.S. No airline will allow a 5 yo to sit by her/himself. It has always been my experience that people are willing to move their seats so that you can sit with your child. When you check your bags, explain the situation and tell the counter person that you need to be reseated. If it's too close to flight time, talk to the person at the check-in stand at the gate. I know that people are frustrated when their carefully orchestrated vacation plans go awry, but when you made those plans, nobody would have dreamed that the events of 9/11 could ever happen to us. So many people have lost so much more than a reserved seat on a plane.

 

[flyingcircus]

5 years ARE allowed to sit by themselves. I know this is a scary thought, but people DO put their 5 year olds on the plane BY THEMSELVES!!!! They are unaccompanied minors. I don't even want to begin with that........

Minnee's flight was a shuttle flight, which was what I suspected- all of shuttle flight are now history. United is now putting bigger aircraft on those routes, as well as combining them together. United's schedule should be intact for November. All the planes are staffed, so for them to change at this point for November probably won't occur- Notice I said probably

I also took furlough to help out my fellow f/a's. Luckily I am not in a position that I would be laid off, but if it will help someone else out, I say DO IT!! I guess I shouldn't say I wouldn't get laid off- of course if United goes belly up, I'm history.

leebee- just think- your BIL has Xmas off! That is the best part of taking the furlough- I get to spend the holiday with my loved ones

 

[Beverly Lynn]

padre I still say you need to drive now. no matter what you aren't going to be happy and if the way you spoke to them on the phone is any way that you have posted I can understand the agent being the way they were. I have been on both sides of the fence here. I know how stressful it is to work in the res office and deal with this. you still aren't listening to what I have said to you. and I have had a group of people flying together at the same time and we went thru a schedule change too. it was an entire hockey team. there were 45 of us so I know what its like. they put half of us on a non stop and half on a connecting flight and we were all on the same reservation. it took me an hr to get it straightened out.

I know that some agents have a sour disposition and thats because of the way the flying public has been treating them lately. you get more with honey than you do vinegar. and if your seats were that messed up then your travel agent should have been taking care of the matter, that is part of their job. they have numbers to call totake care of that. I know that even as an outside sales TA I have access to those same numbers and have had to call them as well. remember that you should treat the agents the way that you want to be treated. and if you find that you are having a problem or you think your agent has an attitude or if they said something that you didn't like then speak to a supervisor, right then and there. make sure that you get the agents name and sign. if they won't give you their sign then ask them what city they are in. they can track them down that way. remember this too you have to stop and think of how you sound to that person on the other side. while you may think you weren't nasty in tone, they could be thinking that you are. and while they are thinking that they weren't nasty either you are sitting there thinking they are. its all in the tone and wording as to how someone is going to take it.
and I don't believe that your TA wasn't notified of the changes. its automatically put into a queue and travel agents get these on a daily basis. it all depends on if the agent checks them and works the queues or ignores them.

 

[Padre Disney]

Beverly,
It took you over an hour to correct a problem caused by the airline company. That is a shame that you had to correct a problem that they caused. I would assume that they reimbursed you for your time and trouble.

I have to fly because they won't give me a refund on our 8 tickets.

As for our TA. She had just returned from vacation the day I called and the change of plane had happened that week. I'm sure she would have caught the switch and called us asap.

I think the agent I talked to that day must have had rude people talking to her for most of that day. The problem is she must have thought that it was okay to be rude to me before listening to my question in detail. She just assumed that I was going to be rude.
Again I was not mad about the smaller plane. I just wanted to be sure our new seats were together. I know this is true because when I was done talking to her I WAS mad because of the way she had talked to me and the next agent was so nice I was shocked. She even apoligized for the previous agent being rude. How can 2 seperate agents be so different. It is all in how they have learned how to treat each customer seperate no matter how rude the previous customer was to them.

I have no idea why anyone has to even discuss problems with seats. Airlines need to get their act together. Has anyone noticed that Southwest airlines is the only airline that has not had any problems with money since the attacks. One of the reasons must be that they don't mess around with assigned seats. First come first serve, and the customer gets what they expected. I wish I would have bought my tickets with them and just arrived early and hoped for the best. I paid more to fly with a carrier that assigned my seats ahead of time so I wouldn't have to deal with 'first come first serve' and it has just been a hassle.



I hope everything turns out okay for Minnee & her family.

 

[leebee]

Flyingcircus-

Sorry if I wasn't clear about the 5 yo flying alone thing. What I meant (what? You can't read my mind?) was that the flight crew and most other passengers always try to be accomodating when a young child is assigned a seat without a family member. Let's face it, most adults don't want to fly next to a strange child to begin with, much less one who has no parent sitting with them for comfort. And yes, we're actually thrilled that my BIL will be home for all the holidays. He wasn't sure if he'd get laid off or not- his seniority at United is OK, but with the layoffs in BOS he would be kinda close to the line if more layoffs occurred, so he decided to take the furlough. Besides, he regularly bids the line that had the plane that hit the WTC (can't remember the flight #). It was just luck of the draw that he wasn't assigned that line in Sept., and we're all still feeling a little shaky about it, so the furlough is actually a good thing! AND, it means that he, my sis and 2 nieces will be able to go to WDW with DD and myself 11/30-12/7! Three weeks to go...yipee!

 

[Minnee]

We talked to United again last night, Got a VERY NICE man, very helpful. We were just checking to see if any changes had happened again, none yet, and he said that they were Probably done doing most of the changes for November, but there will still be many for December.
Since he was so nice, and I had let him know of the past several reps, that were far from helpful and friendly, I asked to speak to his supervisor, to let them know that he was great. She also was wonderful(maybe a different shift from last time? ) She said basically the same thing that we still will have changes on our return flight , because they're not done with Dec. changes, she asked for the # on the ship, so someone could contact us with changes. Hope that works!!!
I did e-mail United last week regarding all our changes and the several rude reps, still haven't heard from them.
Just thought I'd talk about the Good with the Bad.