For those of you who missed the beginning of the story yesterday, you can read it here.
The short version is a customer paid for Economy Plus on a long transcontinental flight from LAX to JFK. Before boarding United apparently knew the cooling was not working in that section of the plane, since the flight attendant told the passenger about it upon boarding.
United denied her request for a refund of just the upgrade portion of her fare since she sat in the seat for the flight. The plane was full and she asked to be relocated back to a regular seat. Obviously, United couldn’t move her on a full flight.
I wrote about it yesterday and figured that would be the end of it. Another sad customer service tale in a long line of them from United. I’m guessing United must have seen some of the social media buzz, because Karen has reported back to us on her most recent contact from United:
UNITED UPDATE: I just got a call this morning from customer service, same person who denied my claim for $79 refund for the prem seat after no air-conditioning in that section for entire 6 hour flight & flight attendant told me they knew before take-off and I should file a complaint. BUT instead of making things right customer service started giving me a hard time about filing the complaint! Once again I was stunned. She talked about how unreasonable I was being saying I had paid for 5 inches of extra leg room and they had given me that why was I complaining. I again explained how hot the flight was, uncomfortable without air in that section and not a prem experience so that’s why I wanted refund and she got madder saying I had paid for leg room not air-conditioning and I had no reason to complain or ask for anything. UH WOW…finally I said I didn’t know why she was calling to give me a hard time, we can agree to disagree and I’ll take this to someone else. I couldn’t believe they took the time to call to give me a hard time and deny my claim again, lecturing me about the legroom I got, etc, etc…WOW! #NotFriendly
I mean, why would you choose this way to resolve the issue. Leaving it alone and never contacting the customer again would have to be better than this.
And, it would be so easy to award some miles to make this go away.
Two very easy solutions that don’t involve dozens of negative social media impressions for your company.
I still can’t imagine what manager would approve of an employee to reach out in this manner.
I can live with smaller seats, less legroom, more crowded planes and declining did quality.
But, can’t the airlines at least be civil when they’re charging us more for less service?
Duly noted, United. I won’t expect a comfortable temperature on upcoming flights. But, one small request?
If this is going to be an ongoing pattern, can you at least give me the option to buy air conditioning for my flight?