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What a nightmare. Flying sucks even when nothing goes wrong.
Seriously, i was just on a plane that was stuck on the tarmac for around 20 minutes and the plane was super hot (thanks Phoenix) and I thought I was going to freak out at some point. Also made me realize I should really have a bottle of water with me on every flight
United Airlines. Not surprised.
American are just as bad. A similar thing happened to my wife last month.
She and a bunch of other passengers missed their connecting flights due to the airline's incompetence. She stood in line for four hours, without food or water, to wait her turn for American to get her on another flight but as she neared the end of the line the staff closed up their desks and said "sorry folks, come back tomorrow" and walked off, leaving her and about 50 other people to basically sleep on the floor and wait for them to re-open five hours later.
No mention of finding them a place to stay, nor providing even a bite to eat. Zip. Nada.
While it's not quite as bad as what these poor people went through, it's the same "not my problem; sucks to be you" energy from the airline.
This is what a lack of consumer protections gets you. In Europe this wouldn't fly (pun intended).
I believe the Department of Transportation actually has fairly strict regulations about this. Report the incident to them; they may be able to point you in the right direction for seeking recourse, even if they don’t get directly involved.
Southwest may be no frills, but I have never once had a problem.
After a delay screwed up our connection and caused us to miss part of our own wedding celebration with family 13 years ago, my wife and I have since always refered to United with the tag line, "United, Go f--- yourself".
I know a lot of airlines are just as bad, but we will forever hold United in the lowest of low esteem. They have absolutely created a company culture of the worst customer service in any situation. They don't even pretend to care.
I flew United recently. I nearly missed one connecting flight due to their incompetence, and then on the way back I actually did miss that connecting flight, again because of their management. That entire flight was a fucking nightmare. Not least because numbered United customer service people just did not give one shit.
Plus, on one of the flights the flight crew spent the entire flight bitching about and mocking customers who were on their flight. They did this in both the area at the end of the plane and in the main cabin (just presumably not within earshot of them). The level of unprofessionalism and just plain arrogance was stunning. That entire flight crew didn't give one shit. They were surly and dismissive and complacent.
Like you, I will never be flying with them again. Though it sounds like what I went through was nothing compared to what these poor bastards in the linked article endured.
Exactly, I manage customer service a good bit in my job, and I totally get that some customers are impossible to please, but you have to evaluate when it's actually your fault and in those cases do everything you can to make it better.
I'm not sure what their rules are, but if was me, I'd be making it rain food and hotel vouchers at the very least. And acting like you have an ounce of empathy if nothing else, you don't know what someone is missing because of these delays.
Lufthansa is on my list... Left me stranded in an eastern European country with no way to resolve it except telling me to go into town to the office, or call them on the phone... As if I had a sim card that worked in the country and could be on hold for an hour. Had to book a hotel on my own dime and complaints were completely ignored.
From the US DOT "FlyRights" page (which is woefully inadequate):
Some flights are delayed on the airport "tarmac" before taking off or after landing. DOT rules prohibit most U.S. airlines from allowing a domestic flight to remain on the tarmac for more than three hours unless:
- the pilot determines that there is a safety or security reason why the aircraft cannot taxi to the gate and deplane its passengers, or
- Air traffic control advises the pilot that taxiing to the gate (or to another location where passengers can be deplaned) would significantly disrupt airport operations.
U.S. airlines operating international flights to or from most U.S.airports must each establish and comply with their own limit on the length of tarmac delays on those flights. On both domestic and international flights, U.S. airlines must provide passengers with food and water no later than two hours after the tarmac delay begins. While the aircraft remains on the tarmac lavatories must remain operable and medical attention must be available if needed.
Of course it was United lol.
Had a similar thing happen to me and my family on a United flight two years ago.
First after closing procedure were being done, the workers at the gate let a person through and they opened the plane door for them. The flight attendant was so pissed as now they had to redo every step from the beginning.
THEN we got told there was a broken part of the plane and we had to wait to see if they could get it fixed. After an hour waiting we got told we could go back to the airport to buy stuff or go to the bathroom.
When everyone got back, they started the pre-flight stuff again until a person walked up and said they walked onto the wrong plane. My flight attended just looked in shock and let them leave. Then tried to hid his frustration when announcing that anyone else who thinks they are in the wrong plane should speak now.
Another hour and then we got told it got fixed. The flight then began 4 hours late on a trip that was originally only going to be 4 hours.
eh, the CEO's parents arent going to ride on the same airplane as the plebes. what kind of nonsensical logic is that?
Exactly, how are airlines and landlords the two service industries that get a complete pass at treating customers like we're lucky they let us give them our money. (And utilities, ISPs... I'm gonna need a bigger list aren't I?)
Ehrm, what?
It’s in response to a quote from the article, “If the CEO - Scott Kirby’s parents were on that plane, would he have done something?” said Ieronimo.
It’s called a hypothetical question
My flight two weeks ago had to make an emergency landing in Winnipeg (ew) as two people became seriously ill due to it being so hot on board.
I wonder if flights are limiting a/c to save a buck?
Good question, but no. The temperature at jet cruising altitude is -20 degrees, generally the planes get affected by cold (feel the windows) and they actually pump in warm air from the engines. Why it got too hot on board is a mystery, did you feel too hot? Maybe a thermostat malfunctioned?
this post was submitted on 05 Aug 2023
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