Apr 22 2008
US Airways and United Airlines: Bankrupt Bullies in the Sky?
We’ve all experienced it. Airline agents who suck at their job - the ones who have no customer service skills in a customer service industry! Sometimes it’s worse than going to the Post office. There should be some rules set forth to protect the customers from the monopolistic airlines, who apparantly believe they can treat their customers like crap and get away with it. The airlines should be held more accountable for their actions.
The letter below was received by one of our readers yesterday:
Dear SABAsearch Blog,
I am totally horrified by the service I received from US Airways and United airlines last week, and feel that we need to do something about the obligations airlines should have to their paying customers.
I was returning from a vacation in Puerto Rico and our US airways flight from PR to Philadelphia was delayed due to technical failures. Therefore, we left late and missed our connecting flight (which was the last one out of philly that night). They informed us the flight would wait for us, but that didn’t happen. At that point, i wasn’t too upset as I do understand accidents happen. However, the next set of events is what really pissed me off!
When we got to Philly, we had to FIGHT with multiple agents to even get vouchers for hotel that night. They were very unsympathetic and even left us in the middle of our conversation because their “shift ended”. They handed me the boarding passes of all of the stranded passengers and told me to wait for the next agent. Unbelievable, not to mention a total violation of airport security to give me all passengers’ boarding passes.
They told us they confirmed us on a United flight first thing in the morning and it turned out they lied! We were on standby and got booted from the United flight. When we tried to reason with the United agent to allow us to fly on that flight, we were told “move away from our desk, you are not our customers”. The agent turned her back to us and pretty much gave us the middle finger. At that point, we were FURIOUS! No manager was around to help us.
We finally bought our own southwest tickets to get home. The airlines are total bullys and didn’t even return our money. We need to stop this type of behavior somehow. Customers are considered powerless and most can’t afford to spend the time to fight the airlines. Please help.
Sincerely,
Airline Bully Victim
Needless to say, the SABAsearch blog staff was also furious when we read this letter. We do understand that US Airways and United are fighting a high oil cost crisis, but they are being allowed to operate in a way that is unethical and unfair to its customers. Moreover, the airlines make it extremely difficult for customers to receive fair treatment. The customers are left at the mercy of the airlines when trying to get home, and the airlines are forced to do nothing to improve their obligations to their customers in this regard.
In essence, they have forced and encouraged the individual above to take severe forms of action just to rectify the situation. Is this behavior from the airlines occuring because US airways and/or United is planning to file bankruptcy anyways? Do they not care at this point to take care of their customers? If this is the case, then the government should protect paying customers from this type of situation, or we should protect ourselves in some manner. Or we should intall an organization dedicated to protecting the rights of airline customers, kind of like the EEOC for the skies. There needs to be more justice in the air.
If the govt or other organizations fail to come and rescue us, how do we protect ourselves and make a statement against these bullying airlines? Boycott!? If the South Asian and other communities boycotted United and US Airways, they would definitely feel the holes in their wallets! But this won’t help if they’re going bankrupt anyways. Instead, maybe we should put pressure on the politicians to enforce accountability on the airlines. Start from the top and work our way down.
The airline bullying needs to STOP!
Boycott? Really? I don’t feel so peeved at airlines that I would drive 10 hours each way to get to my most frequent travel stops. Pressure on politicians? The airlines have been terrible at customer service for years and polictians know it…my point is this isn’t a new problem.
I think instead of attacking the airlines as a whole. We need to reward the airlines that get it right! Lets hear the positive stories of good customer service…tell the flight attendants, the ticket agents etc. when we appreciate their hardwork and timliness. Tell your friends and family of the pleasant experiences over the negative ones. Buinesses often repsond quicker to what the competition is doing over customers complaints.
I for one have had nothing but good experiences with Continental Airlines. Yes they have their delays from time time to time..but that is more a result of this nation’s riduclous air traffic system. The thing I enjoy the most about Contintal is that they still offer an full meal on some of their flights!
I agree with Jimmyjack, i have had nothing but good experiences when flying Continental. The only problem I have with the airlines companies are there prices. Come on, cant they give us a break !!
If I were you I would file an official complaint and not just stop there but follow up frequently unless you speak with a live exec. or some one who can infact take care of it .