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# United Airlines Doesn't Give a Damn about Its Customers ... But Then, You Knew That Already
June 27 2016
Written by Ken Alpern.
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ALPERN AT LARGE--I'm hardly the first to get inconvenienced, hurt, and harmed by a United States airline (they've earned quite the reputation, haven't they?), but when it comes to my family, I'm especially incensed. And it's not exactly a shocker that United Airlines is particularly insensitive and downright cruel when it comes to the well-being of their customers ... but you knew that already, didn't you?
And when it comes to one-stop flights in the Midwest (like Houston), when periodic storms roll in, and customers know they'll have their flights delayed for a few hours (not talking about the major downpours that last half a day or longer), that United Airlines is especially quick to cancel the flights altogether without having the personnel and planes to allow the flights to proceed when it's safe--leaving the travelers without any recourse...but you knew that already, didn't you?
And when flights are delayed, United Airlines is especially quick to save a few bucks and do the operational and potentially dangerous risk of sending out their pilots and crew just before they're timed out for safety reasons, so it's oopsie, we're timed out, and a reasonable 3-4 hour delay for safety reasons is turned into a cancellation that sends their passengers straight to Hades...but you knew that already, didn't you?
And when flights are unnecessarily cancelled, United Airlines is particularly unprepared to figure out how to house their stranded passengers in some nearby hotel, or to efficiently transfer luggage and commuters to another flight (even if the customers are willing to pay)...because, well, hey, who the heck else are you going to use on such short notice...but you knew that already, didn't you?
And if you ask if United Airlines can swing over another pilot, plane and crew to accommodate the scheduling/weather snafu, their people will look at you like it's CRAZY TALK! But you knew that already, didn't you?
And even when United Airlines unnecessarily cancels their connecting flights, and promises that you should keep your luggage (and Heaven forbid you should transfer to another airline's flight) with them to make it with you on their next flight, they'll--oopsie!--forget your luggage for up to 1-2 days...because that's YOUR problem. But..you knew that already, didn't you?
And when you try to contact an airport or United about your precious luggage and property, the only people you'll ever reach are calling center clones from India (who, to be fair, probably shouldn't be expected to know where the heck Knoxville, TN is) who provide catty, evasive, prepared, and confusing non sequiturs for every reasonable question you have...despite the fact that more local operators could be assigned to work with you better to get your luggage promptly. But you knew that already, didn't you?
And when the e-mails and texts state that your luggage and property is on their way, and you presume that the local drivers will work 24-7 to get your luggage to you, it shouldn't be that much of a shocker to get some call 24 hours later to learn that a local subcontractor just picked up your luggage and they'll be bringing it to you from the airport (where it's been sitting for about a day, despite what the e-mails and texts stated to the contrary)...yet you knew that already, didn't you?
Because when United Airlines tell us it's "number one", we really don't have too much of a choice, do we, with respect to certain flight patterns...so we don't pay attention to WHICH FINGER United Airlines gives us when it says we're "number one"!
...yet you knew THAT already, didn't you?
But I'll give United Airlines props for being "number one", all right--when it comes to a "civil service mentality", a quasi-criminal disregard for the safety and welfare and consideration of the lives, property and quality of transportation for their paying customers, United Airlines (compared to the other callous and customer-contemptuous United States domestic airlines) is truly "number one".
But you knew THAT already, didn't you?
*(Ken Alpern is a Westside Village Zone Director and Board member of the Mar Vista Community Council (MVCC), previously co-chaired its Planning and Outreach Committees, and currently is Co-Chair of its MVCC Transportation/Infrastructure Committee. He is co-chair of the CD11Transportation Advisory Committee and chairs the nonprofit Transit Coalition, and can be reached at* ***.*** *He also co-chairs the grassroots Friends of the Green Line at [www.fogl.us](http://www.fogl.us)**.** The views expressed in this article are solely those of Mr. Alpern.)*
*-cw*
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