Posted by initialsbb
Amazed by United's utter contempt for customers. I was scheduled o fly out of Dublin Airport at 9am Sunday morning, only to arrive and see a line and be informed the flight would be 8 hours late due to mechanical issues. I had to find out about the plane being 8 hour slate via other passengers as I waited 3 hours just to get through the check-in line to get to the desk where I was told I only had two options, either wait for the plane and stay the night in Newark, or stay another night and "try again" in the morning. Since they had a limited # of flights that time of year, I thought it would be best to at least to get to US that night and fly out of Newark the next morning. I was advised by United that I was eligible for EC261 due to the delay and reasons. Plane didn't arrive and leave until 7pm that evening, and was miserable.. Finally got to Newark and there was NO ONE from United at the gate to help the customers (the entire plane was filled with people who missed connections or needed a hotel for the night), I found and asked a United rep and they directed me to a Customer Service station for United....I got there and waited in line...they helped 3 people and then said they were closing and to go to another desk for help! Went to another desk in another part of airport and when I finally got to desk, was advised by the rep (who seemed ready to go home) that my flight would leave the next morning, printed my tickets and then said "next", i had to ask him about the hotel for the night....he looked slightly annoyed.confused and asked the person to his right...then he print out another voucher and gives rough directions to the Hotel shuttle..."Next!" they give me vouchers for food (at this time, the airport food places are closing, or closed, and it's late, and I have to get up early,) so no food.....get to hotel (seemingly really close to the New Jersey State Correctional Facility and get a bare minimum room for the night. Shuttle to airport in morning, grab a quick overpriced airport meal (had to pay more as voucher didn't cover) and then finally got a plane home, oly 24 hours late and missing work. I then try to contact United via their web portal to apply for the EC261...their website entry form doesn't work. I tried to different computers, 2 different OS, 3 different browsers...nothing, just times out (and I tried from two locations,) I then call customer service who tells me to use the portal, i expalin I can't and they apparently can understand that, so they send me to tech help....no help there. They advise their site isn't very user friendly. I ask, "your customer support site isn't user friendly???" yeah, no help there...I finally got a different # and call and speak to a man explaining my issue...he finally gives me an email address to put my claim again. I email and request the EC261 form, they finally reply 28 days later, that I wasn't eligible and here's a voucher for 150$...no thank you. I said they were liable and I have all the info from everyone else at uNited...they respond with no again....now pending ruling from EC261 body in Ireland. Absolutely the worst! I have flown 4 cities in 2 months, with several airlines (including cut rate ones) and United was by far the worst. I am in utter disbelief on how little they care or want to do anything more than collect money and burn bridges.