Joho the Blog: Flying <s>United</s> Kafka Airlines

February 14, 2007

Flying ~~United~~ Kafka Airlines

After United Airline's online systems assured me as of 7pm that my 8:40 flight from Boston to DC was only 45 minutes late, I arrived at the airport to be told by the unhelpful person behind the counter that they'd actually cancelled the flight that afternoon. (I'd also checked with a living person over the telephone.)

But that's just your usual traffic snarl. Kafka didn't step in until I said that the subsitute flight they wanted to put me on at 2:30 tomorrow afternoon wouldn't work, but I still wanted to fly back with my ticket on Monday. Fine, said the unhelpful telephone support person, but that will have to be repriced up as a one way fare.

Ah, yes, that's how to develop customer loyalty! [Tags: marketing united_sucks airlines travel kafka whines]

I was supposed to join a bunch of folks I really like, talking with NPR about social media. But it looks like I may not be able to get there until late afternoon tomorrow, at which point I assume it's not worth my going. (Disclosure: It's pro bono consulting.) Too bad. I was looking forward to it.

Posted by D. Weinberger at February 14, 2007 11:18 PM

Comments

i had the worst experience with united the other day, but i spared my readers the bitch post... so i'll do it here! ;)

1) no more pretzels on flights shorter than 785 miles (talk about monetizing to the umpteenth degree!)

2) $2 curbside check-in at 20 airports (and growing)

3) $44 "upgrade" to sit in an exit-row seat (in SFO, when asked for at the gate)

4) 1 hour delay last friday, which made me land in chicago just 15 minutes before my connection to greensboro left (5:35/5:50)

5) i hustle over to the greensboro gate and the gate is closed. it's 5:45. the united guy there tells me they close the gates 10 minutes before take-off time (the stewardess on the plane told us to hurry and we'll make it)

6) i get placed on a us airways chicago to philly to greensboro connection and get home after 1am (got to the SF airport at 9am)

7) my bag is lost in transit, delivered to me on monday.

try murphy's airlines.

Posted by: sean coon | February 15, 2007 12:19 AM

jgbk

Posted by: kiki | February 15, 2007 08:43 AM

Posted by: kiki | February 15, 2007 08:44 AM

I was supposed to fly on the 10 am flight from Boston to O'Hare and then on to Bloomington/Normal IL on Wednesday. I had a bad feeling when they called me a whole 24 hours before to tell me I had a flight cancellation and they were putting me on the noon flight.

11PM Tuesday -- Call #2 cancelling the noon flight and putting me on the 6PM flight which would put me on the last flight to Bloomington/Normal of the day.

Through Wednesday I see all the flight cancellations out of Logan and if I had not had my automatic notifications I would've been doomed.

What irked me was that my final flight at 6:10 was cancelled around 2 PM -- but I was never notified. I only checked online to see it was cancelled and had to talk to the endless automated maze only to be thrown a busy signal.

My experience with United was somewhat better. I finally got a hold of a live person and asked when was the earliest I could get to Bloomington/Normal and they said about 4PM arrival Friday. The United website was urging people who were affected by the blizzard to call and change their arrangements at no additional cost and I was able to change my flight from Boston to O'Hare to Bloomington/Normal on Friday to Boston to O'Hare to South Bend Indiana on Friday.

I agree the United people are not customer friendly. I am just glad I did not have to spend my day at Logan.

Posted by: Michael | February 15, 2007 08:59 AM

Not only is curbside check-in costing, but in Denver, they're under-staffing the regular check-in counters such that if you don't check in curbside, you won't make your flight on time. (And the people at the "special needs" desk where you try to make new arrangements after you miss your flight roll their eyes and say, "They're cutting costs... but God knows they don't pay me much.")

Posted by: pjm | February 15, 2007 09:46 AM

I've flown united twice in the last two years, once on my dad's FF miles (via work, not his choice) and once for free on company $ (again, not my choice). Both flights and experiences were the worst flying experiences of my life. I don't wish United on anyone.

Posted by: Steve | February 15, 2007 10:24 AM

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