Not very impressed with customer service at United...

[mc2]

So we booked flights to MCO with United in September (better departure time for us than with Westjet or Air Canada) - I remember the TA and I both being a bit confused at the time about how their baggage policy works for Canadians. Trip is fast approaching, so I called today to ask about the baggage fees, as they charge $15 for the first bag, $25 for the second (wanted to prepare in advance for any "hidden fees"). I was told I had to speak to someone in the International department, so they put me through to someone there. I was told by that agent that we get 2 bags pp free. When I asked about the section on the website that implies that Canadians are treated as domestic passengers when flying within Canada/US, she puts me on hold for 5 minutes and then comes back and says "Oh, I'm sorry - I misunderstood. Yes, you need to pay the fee". Ok, so I'm having trouble keeping it straight, and their own agents don't have it straight? Here's the kicker - I asked to speak to the supervisor (felt that they really needed to get that straight - we got mixed messages in the fall too. My tickets are already booked, but if they weren't and I took her original answer as the truth and booked accordingly, that would have been an extra $480 for the 6 of us for a return trip!!! ). Supervisor tells me that the policy has been in effect since the summer and that ALL of the agents are well aware of the policy....RIIIIIGHT...so I guess I was speaking to thin air?? And, apparently we are all supposed to be assume that there would be baggage fees "because it has been all over the media" - ummm, most (all?) of our airlines aren't charging fees anymore - I assume she is implying that e.g. CBC should be talking about their airline fees on our evening news?? Because I'm sure that Westjet or Air Canada baggage fees would be ALL OVER their media outlets!!! Here's the best part of all - she tells me that we should all know because the baggage fees are listed in the automated message you get when you call the 1-800 number - I called it 5 times this morning (they have one of those annoying voice-response things and it kept getting confused because of the background noise from my kids! ), and it definitely doesn't say anything about baggage fees (only talked about a possible fee if you book a reservation through them rather than online). I tell her this, and she argues with me that it is definitely there. I called again when we got off because I wondered how I would have missed that message - nope, definitely not there!!

Departure times DEFINITELY won't be our deciding factor in future!!

 

[drag n' fly]

Sounds just like United. Oh ya be prepared to have them lose your luggage both ways also

 

[michelle1]

We have used United and have had nothing but problems from booking to baggage fees to lost bags...never again!

 

[cslittle999]

United is my preferred carrier and I haven't had any problems that weren't weather related. Just like restaurants you can always find someone who has either had a good or bad experience with an airline.

 

[mc2]

Just thought I would post an update - flight left YHZ late, but we arrived at Dulles on time. Connection to MCO left roughly on time. Had an insanely long wait to check-in in Halifax (and not just because of there being 6 of us - the line was moving at a snail's pace at best), and of course the baggage fees, but I am thrilled to say that we made it from YHZ to MCO (with a connection) with 8 pieces of checked luggage (my nerves were shot!), and they all arrived at MCO on time and accounted for.

Thanks for all of your feedback!