To Whom It May Concern***I travel frequently for work. My current position takes me man...

GetHuman-gmariann's customer service issue with United Airlines from August 2019

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The issue in GetHuman-gmariann's own words
To Whom It May Concern***I travel frequently for work. My current position takes me many different places both overseas and within the continental United States. Although I am not always able to select my airline ( as the company will often make travel arrangements on my behalf) when at all possible I have always chosen United. In the past the service I have received both on the ground and in flight has always been stellar and well worth the added expense incurred. **Unfortunately, my last trip overseas did not reflect the experiences that I have had in the past. It is my hope that by bringing this to your attention others can be spared the difficulties that I experienced and also that my faith and confidence in your carrier can be restored.**On ********** I flew from UA*** SFO-INC San Diego, California to Seoul, South Korea. The flight from San Diego had * hour layover in San Francisco before continuing on to S. Korea. I was seated in United's Polaris Business Class -Seat *A - for the flight from San Francisco to Seoul. During this part of the flight, I experienced the following difficulties: lack of attentiveness by airline staff - it was unbelievably hot which made the private cabin area feel more like a tomb than luxury. I tried (unsuccessfully) to adjust the air above me but was unable to do so. I rang the bell so that I could ask how, but the flight attendants did not respond. Pre-flight champagne - this may seem like a small thing however, one of the pleasantries of flying United Polaris Business Class is that you are served in actual glassware. I was disappointed when, in addition to having to ask for pre-flight champagne, it was brought to me in a plastic cup. Since all the seats in United Polaris Business Class were not taken, I can't imagine what would have prevented the airline staff from serving champagne in an actual glass. The food on the flight was mediocre at best, which would not have been so bad had the compartment that I was in not been so hot. ( Please let me add that the highlight of my experience was one Steward named Larry - who did an excellent job with dessert tray. His smile and pleasant attitude made the dessert portion of the less than mediocre meal that was served - the best part of the overall experience. I don't know his last name - but if you do - please let him know that it was because of him (and him alone that I at least had one pleasant experience in United Polaris Business Class). The flight to Seoul was long and it the seat was extremely uncomfortable. I had trouble with the controls that move the seat into the various available positions which made for an extremely uncomfortable experience. To me, the major benefit of flying United Polaris Business Class was*is being able sit comfortably and lie down. Again this was not the case. I spent the majority of the flight overheating in an uncomfortably painful position - it was like being in my own private ****. (Please note however, that the bathroom on this flight was very nice. It was larger than any I've ever experienced on any airline which made for very pleasant experience). No one ever showed me how to adjust the seat properly. I asked the airline staff about a mid-flight snack. I was told that I could get up and grab a bag of chips or a piece of fruit in a manner that made me feel as if by asking, I was interrupting something and*or being bothersome. I returned to my seat, and as there had not been anything to drink available in the galley, and no one responded to me ringing the bell, I was without anything to drink until such time as they served the final snack*meal before landing. **On ********** I returned from S. Korea to San Diego. Again, I was seated in United Polaris Business Class. The controls for that adjust the seat were broken. The panel had to be held in place manually to keep it from popping completely out all together. The airline staff asked what we wanted for our first and *or second choice for food. I did not receive my first choice. I received my second choice which, while beautifully described resembled and tasted worse than a noodle casserole that one would find in an elementary lunch room. It was so bad that I could not eat it. The dinner rolls were stale and very hard. The airline staff did not come when the buzzer was pressed - is this a United Polaris Business Class policy? Only inquire about the consumer when you happen to already be near them but in the meantime, ignore the bell? When I was finally able to get the attention of the airline staff, I inquired about a warm snack. The time that it took from request to have it brought to me was almost an hour. It was a tiny, lukewarm grilled cheese sandwich that had either been toasted a long time prior to my request and*or forgotten about completely and a tiny quarter cup of tomato vegetable soup. (Please note that the soup was actually really good. I enjoyed it a great deal! I wanted to ask for another tiny cup but since the flight attendant ignored my request, I did not). I was seated in the aisle in **D. The broken seat panel made it very difficult to control and adjust the seat. The flight attendants lack of care and*concern for the consumer made for a very bad, difficult flight. To say that I was disappointed is an extreme understatement. In addition to the aforementioned, I was also unable to access the WIFI that I purchased (Receipt Number *************) again since I was unable to gain assistance from the flight attendants what might have been resolved easily was not.**I attempted to fill out the United Satisfaction Survey, however, when I clicked on the link provided it said that my access had been denied. I have been a loyal United Customer for many years now, and as a small business owner I understand the importance of customer loyalty. **Until now, my experiences with United have always been very good. This is why I am taking the time to reach out to you directly about what happened. It is my sincerest hope that United understands and appreciates customers like me as small business owners (and families) make up a large percentage of your consumer base. Lastly, as stated earlier, I travel quite frequently for work and when able to plan out my own itinerary, I chose United. ***Please note that I am sending this email message directly as I am scheduled to travel from San Diego California (leaving later afternoon *early evening on August **nd) flying into Atlanta, Georgia (returning to San Diego late evening on the August **th) I would like to continue flying with United and look forward to hearing from you soon. Time of the essence as I am on a very tight time frame and would like to continue flying with United.**Thank you in advance for your expeditious response to this message.

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United Airlines

Customer service issue
Reported by GetHuman-gmariann
Aug 2nd, 2019 - 3 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 10492 others
0 customers following this


GetHuman-gmariann started working on this issue
Aug 2nd, 2019 9:36pm

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