The problem she was not able to help me with, is my coming that comparing United economy class, to those of other airlines like Jet Blue, American Southwest Delta, and and all the international airlines I use. She was very charming and polite and found creative way to sort out my personal problem. I want to make a special point of stating that with Gretchen’s help and courtesy, what seemed on the verge of becoming a very bad experience ruined to a satisfying one. Luckily with her help and encouragement, iI reengaged the online check in. She however didn’t have authority to help me with the United online system failure regarding my baggage check. I explained my handicap to her and she help me find appropriate accommodation. The second experience wash great: with the help from your agent Gretchen. Additionally, I couldn’t find a phone number for customer service while I was trying to check in and encountering problems, me so I had to engage a separate search. Oh, and to register a complaint, I have to go to your website and “fill out a form.” I would expect to be contacted by a customer service rep directly after this poor service.Īnd checking in I had two experiences: the first was online, and was extremely frustrating, and did not provide options, reflecting my personal circumstances. I am reconsidering United as my preferred airline. Though she was very nice and efficient (after 50 minutes on hold) she was not authorized to do anything to bring me back as a customer. Now on hold to talk to a supervisor because the representative is not authorized to do anything other than change seats and give us a refund of our bundle. A simple e-mail or text would suffice to let me know to work this issue, but no, you just separate us without a word! Then, spent 50 minutes on hold to change seats way back in economy and had to ask to get economy plus bundle refunded. This is unacceptable and too easy to remedy. Went to check in and saw my wife and I were separated by 12 rows AND on opposite sides of the 787, without any notification. Not sure why your app does not notify of changes to seats we’ve booked for months.
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