To Whom It May Concern at United Airlines,
My father passed away on December 19, 2012.
Why does this concern you? Because I was supposed to leave to visit my in-laws in Hawaii on December 20, 2012. When my husband called to change my flight, as I sat crying with my daughter, he was told that we would pay the flight change fee and be reimbursed. He WAS NOT told that my return flight would be cancelled as well. He WAS NOT told that I would have to pay for the difference in fares, to get back onto a flight that I had already booked.
When he called, we weren’t sure when the funeral would be so we were given a number and told to call back when we had more information.
When I called back, after my husband and my daughter had already made it onto the original flight, I learned of the cruelty of the way you operate. What gave you the right to cancel my return flight, and then ask me to pay an additional $1300-$1500 to change my itinerary? How dare you charge me for a flight I already paid for?
I don’t usually cry, scream and swear to people doing their jobs. This time I did. I lost my father and your policies didn’t have any respect that life happens. The poor man on the other end managed to find me a flight which would only cost me an additional $200+ but left and arrived at evil times, and wasn’t with my family. In my opinion, YOU OWE ME that money.
I have never understood how airlines get away with over booking flights. It’s not legal to sell the same seat to two different patrons at the theatre, and on the rare occasions when that happens, a new seat is always found. It’s not legal to sell the same car to two different people at the same time. How can you legally sell seats to many people at the same time? How can you legally try to have someone pay again for seats she already bought?
As I flew, I watched your advertisements about your new and improved plane. I also witnessed the most unpleasant, unsmiling flight attendants I’ve seen in a long time. I sat in your uncomfortable seats as your expensive food moved down the aisles. I paid the fees for luggage, only to have to wait for almost an hour upon arriving in Hawaii for my luggage to appear. On the last flight, as I returned home, my headphones didn’t work properly (the channel they play on wouldn’t come in although others would) so I couldn’t watch the movies. I suppose I could have asked for help, but this was also the flight with the unpleasant, unsmiling, and quite bitchy flight attendants.
You grow bigger every day, and I realize that gives you power. You don’t care what my voice says. You don’t care about my fares, because I don’t pay for first class. You should.
Kindness matters. From this day forward, if I can avoid flying with you, I will, even with your innovations in aircraft. I will also tell everyone I know to choose another airline. I may not have the power of an airline, but I have the power of my words, and I have the power to choose.
I choose to fly with people who respect all of their passengers, not just the ones who can afford first class tickets.
Lisa A. Kramer, A Very Dissatisfied Customer