United Airlines
Trip Delayed 2 Days, Computer Issues

Upon checking in at Yuma Int'l Airport Monday for a connecting flight in LAX to Sydney, the counter staff could utilized their computer system to purchase the Australia ETA tourist visa. They failed and, thusly, could not print my boarding pass. The plane pulled away from the gate and I was instructed to purchase the ETA through the Australia website and return the next day for checkin, which I did. One day of my dream vacation lost! I arrive Tuesday for checkin, with Australian ETA confirmation in hand and the staff still could not print my boarding pass to LAX, due to the system no recognizing my ETA, in time for my flight. They did get it printed after an hour and a half on the phone to their computer help desk, and 10 minutes after the plane left the airport! Two days lost of my dream vacation. They rebooked me for Wednesday and I now have boarding passes in hand. I just called United Airlines for a simple, and very accommodating, request of compensation for my lost two days. I requested a seating upgrade for each day I was delayed, taking me from Economy to Business Elite. They only offered me an Economy Plus upgrade, in a center seat. I currently have an aisle seat with 4 seats vacant in my row. I asked to talk to the supervisor (these people are in India, BTW). After a prolonged wait, the supervisor told me she could not offer any upgrade at all!

So, two days of my vacation (and life) wasted due to United Airlines archaic computer system (it is actually Continentals archaic system. They downgraded from their previous system to avoid paying royalties to previous system software company, the one that worked!). I would highly recommend that anyone flying United to Australia go online and purchase the Australia ETA directly from Australia. While United is supposed to be able to do this upon checkin, their staff has not been properly trained in the older system, and that computer system obviously has multiple glitches. I will never fly United Airlines again. I don't blame the workers in this company. Culture is set by management at the highest levels. Customer service is obviously not in the top 5 priorities of the company. Perhaps they should become a cargo hauler only.


Offender: United Airlines
Country: USA   State: Arizona   City: Yuma

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