United Breaks Guitars
A big hello to everyone from Rome, Italy!
Sometimes I rave on this blog, but today I’d like to rant a little :P Whilst I arrived safely, United Airlines didn’t fare so well. In fact, as long as I can avoid it, I will never fly with them again!
All started with the 45-minute check-in (and I was the only person standing in line), then came the news that my Frequent Flyer number had been entered into the system incorrectly and there was nothing I could do about it (according to the rudest employee ever).
During the flight, I was seated next to a mentally-ill patient (while his minder sat behind) who during the course of the flight kept putting his head in front of mine to stare at me in the eyes. He also couldn’t fit into his seat, thus the armrest had to be up the entire journey (including take-off and landing). Great for safety. He got 1.5 seats, and me 0.5. Staff couldn’t care whatsoever.
My meal included a glass of water (no juice or soft-drinks are served on international flights – what the?) and a tiny container of baby food (yes, apple puree). When I queried the hostess if maybe a mistake had been made and I was served the under 3 meal… “you don’t look like a baby” was the reply.
Arrival in Rome on time, however suitcase number 1 was lost and suitcase number 2 was hacked open down the seam with a knife. After days of calling United in Australia, Italy and the USA… well… trying to call. The numbers they give you for lost luggage at the airport don’t exist any more and the baggage number for United must lead to nowhere, because no one ever answers. I finally got through to someone in the Rome central office and was told to call back at 5pm when they could help me. Called back at 5pm on the dot… office hours close at 5pm. Next morning asked to speak to the manager. Placed on hold. “No, he doesn’t want to speak to you”. Ok, can I please have his name? Placed on hold. “No, he doesn’t want to give you his name”. Ok, no problem, can I please have your name? Placed on hold. “No, I cannot give you my name”. Enough is enough. I go to the airport and demand I get my bag. United employee checks on computer. “No, sorry, your bag is not here, we don’t know where it is”. Could you please call the baggage storage room and ask them because I’m not leaving. Calls storage. “No, sorry, they said your bag is not there”. After demanding I be taken to storage before I call a lawyer (now that I have their name from their tag), I’m told to knock on the black door with “staff only” on it. United employee opens the door and there behind him on the shelf is my bag! (and he had just told me on the phone it wasn’t there). In fact, it had been there for two days! But no one entered it into the system. Why not? “Because we have been just too busy”. Yes, there are only four other bags in all the storage room. Furious. Not only that, but United were not going to cover any costs if the bag was lost because apparently, you need receipts for EVERY item in the bag as proof of ownership. My insurance seconded that statement.
I won’t even mention the actual flight!
Guideline 1: NEVER fly United.
Guideline 2: What is the point of insurance?
Guideline 3: If you don’t scan the bags as ‘arrived’ into an airport before they go out onto the baggage carousel, what is stopping anyone from taking any bag??
Guideline 4: How did I get into a secure area of an airport without a ticket or passport?
To end my rant for the year, I thought you might enjoy this little video…
