No Respect at the Airports!

[Carol F.]

I just wanted to say that my son was travelling from CA to OR by flying yesterday on leave. Hasn't been home for 6 months.
He was able to get from Oxnard, CA to Los Angeles, CA just fine. But then ended up having his flight on United cancelled due to the horrible snow storm in Portland OR.

He was in his dress blues. He tried to get many different airline personnel to help him out to get him home on another flight. He told me that the Navy uniform got absolutely no respect at all! Even from the airlines who didn't have problems with cancellations.

He told me that if he wasn't in his uniform, he would have exploded but being a Navy man, he held his temper. He is a nice, smiling young man and always is respectful to others.
But he was really really upset at the no respect aspect.

I just would like it to be known about this so the airlines could maybe tell their personnel at all times to be respectful to the military who are serving our country and protecting them!

[April , PNM of Tyler]

When we finally got his bag, it was marked DFW/ Dallas. He wasn't scheduled to even go to Dallas until today when he flew home. So who's fault was that? They need to make sure the tags are for the right airport is my point. And I think I would have had an even worse attitude if it would have been me who the lady was talking to like that.

[Tracy, Proud Mom of Darryl]

I have been reading the comments on this page, and I have to agree. My son was on United Airlines and they were absolutely rude, I called United on Friday morning because my son cell phone had died and the last conversation I had with him was that he was hungry and didn't have any money because he spent all his money on the ticket to get home, so someone told me that Ohara has a USO office to contact them, so I did and the USO office told me to have my son page and tell him to come upstairs because they have plenty of food, so that's when I called United Airlines agent at the Ohara, a lady answer the phone with a accent I then asked her if she was at the Ohara airport and she said to me no I'm in India so I said to the lady that I was trying to reach someone at Ohara to have my son page, so we ended that call and I called that first number back again thinking that I missed dial and a lady answer the phone with a accent, so I asked her is she was in India, this lady asked me why would you ask me if I was in India she even asked me if I hated people from India, I told her that I was trying to reach someone that work at United airline that at the Ohara Airport to have my child page so that he can go upstairs to the USO office to get something to eat and no I don't hate people from India. She said to me is that my problem that he don't have any money?, I told her that I didn't mean any wrong by asking her that than I asked to speak with a manager she told me know not until you tell me why you hate people from India. To make a long story short United needs to have a serious class in Customer Service with their employees. Oh by the way I never did get to have my son page and I never did speak with a manager because she hung the phone up in my face. And yes they did lost my sons seabag also, and we just got the bag this morning.

[Storymom]

TRACY...terrible, just terrible....how frustrating that must have been....yes...serious human relations workshops are needed for United Airlines staff. My son was on United Airlines from Los Angeles, and their flight got diverted to Pasco WA, (300 miles away, over the Cascade mtns) They were told when they landed, "stay on the plane, its going back to LA, and we'll get you back to Seattle on Christmas Day, OR get off the plane now, and you are on your own".
No more flights, buses or trains out of Pasco for days! (What kind of choice is that for someone who has been trying to get home for 3 days??) He said the people went nuts! Lots of confusion and anger.....Well, he got off the plane with about a dozen others and grouped up with 4 others, got a car and drove thru the night on compact snow and ice, Got home before sun-up,yesterday, no thanks to United.
Yup, We'll be having a harsh conversation too, with United management very, very soon.
Glad your sailor is safe.....

[Carol F.]

Wow, sure sounds like United airlines needs to step on their customers service!
Tracy, Your story about your son is unreal! That is uncalled for. I can't believe how rude they must be. I am so so sorry that he went hungry and all. Am glad he finally got his seabag tho. Wow! This Christmas is one for all of us to remember and it should be good memories, not the bad ones.
But we have our sons home so let's enjoy them and forget the rudiness for at least awhile.

Storymom, My son's experience wasn't like that with the plane sitting on the runway but just about with not being able to come home until Christmas Day! Plus having to rent a car with total strangers to get home! That part sure made me nervous tho. I know they are Navy men but you never know what others might do while they are sleeping.

I have contacted United via email requesting his travel waiver refund for that flight. So you moms should do that too. They are entitle to a full refund according to their website. So we shall see if we get any money back and we better! I won't let that die for sure. He needs the money since he had to rent a car, gas, and food money for that long trip driving home.

Happy Holidays and everyone have a very Merry Christmas tomorrow!!!

[Debby]

I have absolutely NO IDEA why anyone flys United. My son had similar experience Tuesday with them and the guy behind the counter was laughing.... My oldest son who is Navy said he'd walk before ever flying them again.. they would not honor one of their free tickets he was given for giving up his seat... I have written letter after letter to them and their answer seems to be "sorry your pissed its our policy" I have also posted the letter on myspace/facebook my entire address book of over 300 ppl and news agencies... I haven't heard anything from them yet but I gotta tell ya its very upsetting to me the way United specifically treats the military.. and I wish we could get word out to ALL base commanders and boycot them!!!!!!!!!!!! I only booked my middle son's ticket because they had the lowest fares but after his treatment I will be more than willing to pay whatever more it costs to avoid United... I would send them an email but be prepared for their response because they just dont care...

Debby

[Debbie (Paul's Mom)]

Airline executives, I feel need to send their personnel back for some customer service refreshers. There is absoulutley NO reason for them to be rude to ANYONE! But especially our men & women in uniform. Weather it be Army, Navy, Air force, marines, Coast Guard, Police, Firemen or others. I do agree that respect is a two way street as someone so graciously stated earlier. However, for them to be rude.... if they don't enjoy their jobs anymore, then time to go find another. Last time saw my son, he was told the day before he was to leave that he had to wait one extra day. He called and told me American Airlines wanted to charge him some crazy amount for having to change the ticket. He said the lady was VERY rude to him and said it was "HIS" problem, not hers that the military couldn't get their heads on straight. He held his tongue and called me. I then went nuts to say the least. I called and demanded to speak to a manager. the young lady asked what was wrong because I was so mad I was crying. I explained the situation and she stated they have a military clause that states if the military changes the leave date, they just need the name of the commanding officer and they waive any fees to changes the ticket. Some may not know their jobs the way they should and therefore give attitude as a extra bonus... for free nonetheless! Hope everyone's sailor who was able to come home for the holidays got home safe and sound! I will have to wait until April sometime to see mine when.. Can't wait until homecoming!!! Happy New Year everyone!! Hugs & Kisses, Debbie

[Tena Fleming]

Our son was treated so nice by the United airline personnel. He flew out from Chicago to Dallas on United and we flew American. They treated him very well at United. I guess because it was in Chicago where the Naval Base is, and these sailors are basically THEIR sailors. His flight was even on time. He had to wait for us in Dallas for over an hour and a half. But they really treated him very good. Hopefully that was just a bad event representing California or L.A. airline personnel. I would hope all of our soldiers would be treated with the upmost respect everywhere they go. We atleast owe them that!
Happy Holidays to you all!

[Dianne]

My son flew United, was treated extremely well...in fact they bumped him up to first class from San Diego to Denver.

I hope you all had a safe and happy new years eve!!

[Dianne]

His flight back to San Diego was on Frontier Airlines, again was treated really well. They gave him free TV and checked his bag for free.

Carol - what would GL have to do with a flight from San Diego to Nebraska?

[Carrie]

That truely upsets me. I work for Northwest/Delta and our airport was crazy during the weather problems. I know most of us are extremely helpful especially towards military. I had 3 young army guys and one young lady. They were still in Bootcamp but were allowed home. Well, they were all stuck for several hours.After getting them all rebooked and on their way- I felt good at least they were safely on their way home. All of the 3 army personal finally got on their flights. The one that got stuck found me just as I was ready to leave (after 14hours of work) well, long story short- he started to cry and said, he just wanted home. I finally got him on a flt and gave him 15.00 and a huge hug and my cell phone-just encase. All I could think that could be my son. It makes me mad and extremely upset that someone treated your son so poorly. You need to write a letter to UA and let them know how they treated your son. These men and women are fighting for our freedom and safety and to be treated so poorly is just WRONG!!!! I will make it a point to forward your comments to my airline. They know how I feel about this situation- and will not tolerate anyone being disrespectful to "especially " military!!! God Bless your son and thank him for serving our country! Proud Mom of Navy Son Shawn carrie

[Karen C from AZ]

As I've stated before, I also work for a major carrier. What many folks fail to understand when they purchase a ticket on an airline, is the actual "Contract of Carriage" they have entered into with the airline. (You can get a copy of this at any ticket counter, or can download from most airline websites). The airline has a responsibility to fulfill their end by transporting the passenger safely from point A to point B. However, most passengers do not understand that the airline is not repsonsible for accomodating passengers into hotels, giving food vouchers, etc., when it is an unforeseen act of nature, war, inclement weather (even fog), etc. They also do not have to put a passenger on another airline during weather cancels either. Only if it is something caused by the airline such as crew delays or maintenance.

Folks need to remember this much: when traveling around the holidays, most airlines are already at capacity on their planes, and may have already added extra sections to a market due to the holidays. Now, factor in weather issues that started over the weekend before Christmas in the northwest...carried across the country, etc...it becomes a "domino affect" and unfortunately, the airlines can only do what they can. I know as far as my own goes, we did add an extra "section" (aircraft) into Portland the next evening (it may have been 2 days later, sorry my memory is getting bad), but we do this if we have the extra aircraft available. Just this last weekend we dealt with cancelled flights in and out of SAN (San Diego) due to heavy fog. We added an extra section for that on Tuesday morning. But there are times, we just cannot create what we don't have. I have people screaming at me over the phone that "I" left them stranded at the airport for 2 days!! No, I (nor the airline) left them stranded...they chose to travel, in the middle of winter, during a holiday, with no funds to protect themselves from the possibility of being stranded and perhaps needing a hotel, food, etc in and emergency!

As for our military, I agree respect is needed, yet it absolutely should not be for just the military..when you're in customer service, you should treat everyone with respect. But has anyone here (other than Carrie) been standing behind a counter when a flight with 175 people has just cancelled and it's 3 days before Christmas and you have nothing to offer them but a flight on Christmas day? The airline agent announces that folks are on their own for overnite accomodations, due to this is a weather cancel? (grumbling now becomes chaos and folks start shouting over one another, "WHAT DO YOU MEAN YOU WON'T PUT ME IN A HOTEL?!" You're the one that cancelled the flight, I didn't!!!"

Now tell me, where is the flying public's responsibility to also respect our agents both at the airport and over the phone? It's not an excuse...but the abuse agents take and the airline's as a whole from the public is absolutely awful...believe me...I've been taking it over the phone for almost 10 years now! When I say "taking it" that's exactly what I've learned to do...let them rant, rave, scream, blame, etc...once they've done that, then we take on the actual task of trying to service them as amiably as we possibly can.

Sorry, this is such a book...just wish everyone would see both sides to the entire airline ordeal...other than that, if you truly have been treated unfairly and outside acceptable accomodations and service, then absolutely contact their Customer Relations department and file a formal complaint. But we can't follow through without the agent's name and if possible agents SINE (ID#) or at the very least the ticket counter or gate number you were at.

[Achseh]

Carrie, you're an angel and I know that young man will remember your kindness the rest of his life. You brought tears to my eyes!