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I am attaching a copy of the letter I recently sent to Customer Refund Services regarding our experience with a segment of UAL flight 1242 from Newark to San Diego on July 5, 2014. Only refund offered has been an electronic ticket credit for future travel. Future travel on UAL? I do not look forward to it.To: United Airlines Customer Services #6945366<br /> <br /> <br /> <br /> <br /> <br /> Elda J. Hall<br /> <br /> <br /> <br /> <br /> <br /> July 9, 2014<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> It was our 56th wedding anniversary and my husband and I decided to take what might be our last travelling hurrah since we are 83 and 87, respectively - a Mediterranean cruise. Since this involved some rather long flights, we felt it would be advisable at our age to fly first class.<br /> <br /> <br /> <br /> Our itinerary: <br /> <br /> <br /> <br /> <br /> <br /> <br /> (Wonderful accommodations and service)<br /> <br /> <br /> <br /> July 3, 2014 - Barcelona, Spain to Newark, NJ via United Airlines, Flt. 0121<br /> <br /> This flight was delayed for departure from Barcelona for four hours due to Hurricane Arthur so our connecting flight in Newark was changed to a later Flight 1242<br /> <br /> <br /> <br /> (Again, wonderful accommodations and service)<br /> <br /> <br /> <br /> July 3, 2014 - This is when the nightmare begins: <br /> <br /> <br /> <br /> Our flight from Barcelona to Newark was smooth and we landed in Newark with the sun shining, not the bad weather we were anticipating. Flight 1242 was scheduled to depart for San Diego at 6:45 PM. However, a small remnant of Hurricane Arthur moved in and we well understood a further delay until the weather cleared. We were told our flight would be rescheduled at about 8:30 PM. After that, I lost track of how many times it was rescheduled - sometimes it was only twenty minutes, other times it was one hour, still others only 30 minutes and we were assured each time that we would be boarding soon.<br /> <br /> <br /> <br /> - 2 -<br /> <br /> <br /> <br /> The weather had cleared and gradually the terminal emptied as other flights took off. It was obvious that it was not the weather which was delaying us. We were eventually informed that they were awaiting the arrival of a crew and we would be taking off momentarily - the plane was ready. So we waited and waited, hour after hour, interspersed with brief announcements of delay times, until at 1:30 in the morning (July 4th), they announced that our flight was cancelled!!!!!<br /> <br /> <br /> <br /> We were so weary, having already been on a nearly nine hour flight and then an additional six hour terminal wait. With some dismay, these two elderly passengers joined the long, long line which had quickly formed to receive vouchers and to rebook flights. Judging from the line stretching out ahead of us, we anticipated we would be standing in line for at least another two hours. <br /> <br /> <br /> <br /> One enterprising United employee strolled the long line giving out a telephone number which could be called to rebook your flight. Fortunately, I had a cellphone and was able to connect with a very polite agent who informed me that there were no flights available to San Diego that day (July 4th) and the earliest she would be able to book us on business class would be the following day (July 5th) on Flt 214, departing at 7:35 PM. I booked it.<br /> <br /> <br /> <br /> At this point while standing in the long line, the rumor floated down the line that since this was July 4th holiday, hotel accommodations were difficult to get, if they could be had at all. Passengers were curling up on the carpeting to sleep.<br /> <br /> <br /> <br /> In addition, our luggage would not be available to us - it would be forwarded to San Diego - so we had only the clothes on our backs for the next two days!<br /> <br /> <br /> <br /> It was now 2:00 AM on July 4th and we felt helpless, utterly weary, and desperate for a shower and a bed. We have a daughter in Wilton, CT (about 1&amp;#189; hours away) and we awakened her at 2:00 AM and told her we were coming. We took a taxi ($259.40 - receipt attached) and gratefully had a bed to sleep in. Our daughter drove us back to the airport so this fee is for one way only.<br /> <br /> <br /> <br /> We had no luggage - only those clothes we had on - I borrowed some from my daughter, but it was necessary to make some additional purchases, mainly for my husband ($99.93), receipt attached from Bob's bargain store.<br /> <br /> <br /> <br /> The sad saga continues......<br /> <br /> <br /> <br /> July 5th - Boarded our Flight 214, departure on time 7:35 PM. We had expected the same first class/business class accommodations we had previously had with Air Canada and United from Barcelona to Newark. Not so - the accommodations were not worthy of even the tourist class - not even a pillow was available. The seat was uncomfortable and poorly designed although slightly more spacious than tourist class, it barely reclined, and <br /> <br /> - 3 -<br /> <br /> <br /> <br /> the tray table was at such a precarious slant that I was apprehensive about the food sliding to the floor. There was no movie, no TV, or any other electronic equipment provided. <br /> <br /> The food was definitely rated a 2 on a scale of 1 to 5, although the flight attendant made a very good ice cream sundae. Let me make it clear, the service we received from the <br /> <br /> flight personnel was very good. My complaint is about the plane's equipment - certainly not up to United's description of &quot;first class/business class&quot; and even substandard for tourist class. Perhaps it's time to retire this particular aircraft.<br /> <br /> <br /> <br /> A positive comment - Our luggage was waiting for us in San Diego when we arrived.<br /> <br /> <br /> <br /> I now bring this to a close, hoping that some of my criticism may prove to be constructive. I would appreciate reimbursement for the taxi ($259.40) - in lieu of the voucher for non-existent hotel accommodations - and for the necessary clothing ($99.93).<br /> <br /> <br /> <br /> Very truly yours, <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Elda J. Hall<br /> <br /> <br /> <br /> P.S. - Of no particular relevance, but I was a ten year veteran (secretary) of Pan American World Airways.<br /> <br /> <br /> <br /> <br /> Attach: Receipt: Dial 7 Car and Limousine Service<br /> <br /> Receipt: Bob's Bargain Store