UNITED AIRLINES CUSTOMER SERVICE

[karen4546]

I was just looking at upgrading our seats on our flight in May and I had a notification about a schedule change. Our flight had an earlier departure from our home airport AND the IAH to MCO was moved up also making our connection/layover only 46 minutes.

I am not very familiar with IAH and we are traveling with a toddler and DH's mother who is in good shape physically but idk if she could make it in that time frame-idk if I could lol.

Anyway, I called them and the representative offered me 3 flight choices. First, I must mention that my original flight arrived at MCO at 9:38pm and so we would have arrived at the Resort around 11:00 pm. So, one of my choices was arriving at MCO at 1:02 pm. YES ! over eight hours EARLIER !! To keep us on the same row, she even upgraded our seats (there are 6 total in our travel party) to preferred seats. I didn't ask for it, but I appreciated it.

I could have been "okay" with the change if it was just DH and I but I called to see if there was anything I could do to not have such a short layover. I NEVER expected to be able to choose a flight that arrived earlier in the day. Of course, it leaves our home much earlier but I am an early riser and I am just glad that my MIL and grandson will be riding the Magical Express in the daytime.

We usually fly Delta, but United just impressed me with their CS. I asked how I could give her a good review and she gave me her employee id and then transferred me to her supervisor and I proceeded to tell him that she was efficient, responsive with my concern, easy to understand and overall my experience was great.

 

[easyas123]

That's great - so often people are very vocal about any slight they think was not corrected, so it's great to hear about when folks have a GOOD experience!
Thanks for sharing -

 

[Jimsig]

When ever an airline changes you flight by a certain amount of time (it varies by airline) they will allow you a free change to any other flight or a refund. Also airlines have what they call a minimum connection time for each airport the utilize and if your flights change giving you less then that you would get a free change. Usually when booking a trip with a connection any flights that do not meet the minimum connection time will not even be an option when booking.

I have changed my flights a number of times due to the times being changed. I was flying JB BOS to LAX 2 summers ago and originally was due to arrive at 930p. They changed the flight to arrive at 1015p. I went on the JB site and looked at all the flights they had and called them. I told them I wanted the 1045a and got the change for free. I would have originally picked the earlier flight but it was around $200 more pp.


When ever you notice that times etc have changed it's always worth while going on line and checking out your other flight options and then calling the airline. By knowibng what flights you want it makes it easier for the CS rep too.

That's a nice bonus of getting those preferred seats

 

[fabfemmeboy]

Also airlines have what they call a minimum connection time for each airport the utilize and if your flights change giving you less then that you would get a free change. Usually when booking a trip with a connection any flights that do not meet the minimum connection time will not even be an option when booking.

Yes, but from experience the "minimum connection time" may not bear any resemblance to the actual minimum time needed to make it from the location of one flight to the location of another before they close the doors. I'm looking at you, Chicago! (Because no, 45 minutes is NOT enough time to deplane, head 3 gates over, take a moving walkway under the tarmac, and run through 2 long concourses to get to the "regional" flights terminal before they close the door, but United will absolutely let you book that or book it for you when they have a change in their schedule!)

 

[ChimneyJim]

Yes, but from experience the "minimum connection time" may not bear any resemblance to the actual minimum time needed to make it from the location of one flight to the location of another before they close the doors. I'm looking at you, Chicago! (Because no, 45 minutes is NOT enough time to deplane, head 3 gates over, take a moving walkway under the tarmac, and run through 2 long concourses to get to the "regional" flights terminal before they close the door, but United will absolutely let you book that or book it for you when they have a change in their schedule!)

Gate assignments are not set until a few hours prior in most cases and can change at last moment. Your experience is an example of how it can go very wrong.

 

[seashoreCM]

I suggest that, before you call, look at the schedule to hand pick alternate flights, preferably two workable sets, that you would like. This would also make it a little easier for the reservationist to handle your request.

I disagree that "minimum connection time" should have any weight or bearing in this specific discussion and therefore you should feel free to hand pick alternate flights and phone in for a re-change if the new connection time is too short for you. Only if the reservationist objects to simply rebooking your hand picked flights should you quietly mention that the airline made the change so as to produce the shorter connection time. Be prepared to quietly ask for a supervisor over the phone rather than accept any price increase.