United Airlines
Created inconvenience to their custome

I bought a round-trip flight from Washington Dulles Airport (IAD) to Beijing Airport (PEK), my departure date is Oct 13 and my return date is Oct 31. Since I will be traveling with a four-month old infant, I didn’t consider any multiple-stop flight and bought the non-stop flight. United Airline discontinues the non-stop flight on my return date, and my flight was changed to multiple-stop flight.

I called the United Airline customer service on September 9, 2010, and my return flight date was changed to Oct 30. I scheduled this vacation long time ago and I have a lot of things to do in China, I don’t want to lose one day in China. So I called back to see if I can change my departure date to an earlier date. They give me the only option: Oct 12. Since the flight schedule change with United Airline created inconvenience to me, I asked if I can change my departure date two or three more days earlier. They refused my request.

During my conversation with Lynn Carr (Chicago customer service center supervisor), I asked her a question: “Do you mean the customer should suffer if the airline discontinues the flight? She said “Yes, that’s what I meant”. At the end of the conversation, she confirms to me that the customer should suffer if United Airline changes the flight schedule. What a great attitude! Also, she told me that you can fly with other airline, is this the right attitude with customer? Does United Airline want to kick out the unhappy customer? Furthermore, she said I could contact the travel agency to get refund. I spent a lot of time planning this vacation and I need to go through the hassle to get my money back and purchase the new ticket?

The following are the questions I have for United Airline:

1. United Airline created inconvenience to the customer, why United Airline cannot be a little bit more flexible with the customer. I did not ask any dramatic change with my schedule, all I asked was a few days difference. Keep in mind that United Airline created the problem first.

2. Please explain why Lynn Carr claimed that the customer should suffer if the United Airline changes flight schedule! Does this represent the company culture of United Airline?

3. Lynn Carr suggested me to use other airlines. I assumed she meant that if you are not happy with United Airline, I am going to kick you out. Is this the company culture of United Airline as well?

4. I bought tickets earlier to get cheaper price. If I follow her suggestion to get new tickets now at higher price, will United Airline reimburse me the difference? I am sure the answer will be NO. And I will suffer just like what she told me.


Offender: United Airlines
Country: USA   State: All USA

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