I was prevented from getting on my flight this morning when the baggage conveyor belt w...
GetHuman-terrywit's customer service issue with United Airlines from February 2019
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The issue in GetHuman-terrywit's own words
I was prevented from getting on my flight this morning when the baggage conveyor belt went down. I arrived at *:** am for my *:** flight which I had already checked in for online. Pandemonium at the United check in desk was in full effect as I stepped in line to check in my bag. Kiosks were unavailable for someone with my economy ticket.**There were at least * attendants but only one of them was checking people in and that person spent *** minutes with one couple. The others were focused on carrying luggage. After I had been online for ** minutes without moving, it was *:** AM. I tried to get help. “Hey! I have a flight in ** minutes, can someone help me?” The couple in front of me were in the same predicament and voiced similar concerns. Our cries were met by sour looks.**Finally at *:** an attendant takes up a second desk and asks if anyone is in the *:** flight. “ We’re on the *:** flight!” This is met by more panic and accusations that it was our fault. That was cool. “You can’t flynout anymore on your flight,” we’re told. “We have a policy that if we don’t talk to you ** minutes before your flight, you can no longer be on it.” This was Yolanda telling me this and it came from her manager Shelby, who she communicated with briefly by phone.**I was heading to Houston where I was to teach two improv comedy workshops starting at * pm and perform in a show at * pm at a performing arts center. What’s the earliest you can get me inbto Houston? Yolanda tells me I can’t get to Houston at all today without so much as looking at a console. I have to push to find out the next flight to Houston is at **:** PM and lands shortly after *. “Are you sure there are no other flights with earlier arrivals? This guarantees I’ll miss at least my first workshop, maybe both.” “Yes,” Yolanda reassures me, “I’ve checked every possible arrival time.” So off I go past security to wait for * hours. This is still before *:** am mind you. I can see my plane.**I call your *** number, after an hour of being on the phone with them it is revealed there was a flight through American that would have gotten me to Houston by *:**. Can I take that now? No, it’s * AM now, and it leaves in ** minutes. Too late. To bad Yolanda didn’t look for that one at *:**, but at least she got me away from the check in desk fast. The only people who are sllowed to be at the check in desk a long Time is the couple who spent ** minutes there.**So now I call my client. They’re furious. High school students were taking my workshops and there is no way to email them. They’ll need to wait at the venue to turn the buses away. They cancel on me, fire essentially. The contract is worth $**** for this trip but it was my first bit of business with them. Who knows how much it might have been worth over the next ** years. Maybe I can salvage the relationship? Maybe not. **Throughout all of this United has behaved as if they are the aggrieved party. As I rebook my tickets to Baltimore Shelby stonily explains why even trying to get me on my original flight when I can literally see it is wrong. “Against our policies. Couldn’t make s phone call. Couldn’t even try.” Of course only having one attendant checking people in and also having that attendant spend ** minutes with one couple must be against some policy somewhere. Maybe not, suggests Shelby. She seems to imply she thinks it makes sense for the one check in attendant to focus their time in this fashion. **Anyway, I’m a very upset, fired improv comedian. I hope someone from United will reach out to make this right.
GetHuman-terrywit did not yet indicate what United Airlines should do to make this right.
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