As most frequent flyers in the Bay Area know by now, United undertook the massive job of “cutting over” to a new reservations system last week.
While United has been putting a good spin on how well the process is going, I’m hearing from readers and reading online reports that things are still a bit bumpy.
The timing is unfortunate because this week is the beginning of the peak spring break travel season when frequent travelers have to share their precious space at airports and on airplanes with marauding crowds of rowdy college students.
Here’s the latest from United, which hints at some issues:
United and Continental recently migrated to a single passenger service system. This was the single largest technology conversion in aviation history, and the vast majority of our systems are functioning as planned. After the conversion, we have had dependable airline operations and good on-time performance. However, we have had some technical issues that have affected our customers, as would be expected with a very complex systems change. We have already solved many of them and are working to rapidly solve the remaining issues.
You may have a longer wait time to reach our phone-contact centers and we are working to reduce the time it takes for you to reach us. We have increased staff at our contact centers to serve you better. We apologize if you have had difficulty with your travel planning, and we are grateful for your patience.
We have been rapidly identifying technical issues and improving the performance and functionality of our systems. We will be making even more progress in the days ahead.
I called United’s toll free number on Monday morning (Mar 12), and was told that my wait time would be 35 minutes.
Business travel writer Joe Brancatelli opines that bad weather in United hubs is magnifying the issue for travelers trying to get around or out from under flight delays or cancellations are spending hours on hold– or being told to call back. NOTE: Meteorologists are forecasting a week of foul weather here in the Bay Area that is sure to affect on time performance at SFO, OAK and SJC.
Blogger Gary Leff says that non-elite travelers are having a tougher time than elites when it comes to getting through on the phone to United. He suggests that travelers phone Australian call centers instead, which are not experiencing the same overloads.
A reader on Leff’s blog suggests an interesting new service I’ve never heard of… but sounds like a great idea:
Try using LucyPhone.com. It’ll let you initiate the call and then hang up and it will play a pre-recorded message (by you) to the agent who answers the phone while it calls you back. No more waiting on hold!!
The Houston Chronicle reports massive delays, long lines and frustrations over the weekend at United’s Houston Intercontinental hub– but reported that delays are more likely due to the peak collegiate spring break crowds (combined with bad weather) than the cutover.
So let’s hear it from the Bay Area! How’s it been going on your United flights over the last week? Is the situation getting better or worse? Please leave you comments below.
Why is this news? United has been in meltdown for years. (Evere ridden in a Coach 747 to Sydney?)
Long lines, surly staff, ancient planes, lost luggage, late arrivals, wait, wait, wait,……….. and to top it all of!!!!!! At the end of every trip…… “We know you have a selection of airlines when it comes to your travel needs”
NO THEY DON”T. Or they wouldn’t treat us like garbage. The only reason ANY of us in San Francisco is with them is till Virgin serves enough places that we are no longer TRAPPED” into thier crappy frequent flier program. PLEASE VIRGIN start SFO-SYD!
PLEASE VIRGIN STRART FLYING SFO -SYD!
THEN BYE, BYE BIRDIE!
We experienced exasperating travel with United on our recent trip to Hawaii. I’ve included the letter I wrote them. Yesterday, to book a Flight back east using the E-Cert award that we were given for our troubles, it took over 3 hours on the phone because the on-line system wouldn’t accept the E-cert numbers.
Linda OHerron
Customer Care
United Airlines, Inc.
900 Grand Plaza Drive
NHCCR
Houston, TX 77067-4323
Dear Ms. Oherron:
What we thought was going to be a relaxing, stress-free vacation in Hawaii instead turned into a travel nightmare. First, at the departure gate of flight #371, SFO to LIH, February 21, 2012, our aircraft was damaged by the ground crew as it was being backed out. The airplane was not immediately repairable and we were removed from the aircraft until a replacement could be found. Several hours later, another plane was brought to the gate and we boarded. During take-off, as we were gaining altitude, we heard an extremely loud bang and a noticeable change in engine sound. The pilot announced that they had lost an engine, we would have to return to the airport, and to prepare for an emergency landing. We landed in the required “brace” position, and were escorted by emergency equipment back to our gate. A third plane was brought in after another few hours wait and, to our relief, this one was able to complete the journey. Thankfully the delay was only about six hours, but our anticipated first day afternoon on the beaches was not to be.
Except for a few weather glitches, we enjoyed our stay on beautiful Kauai. Chalk flight 371 up as conversation topic and travel anomaly.
But wait….the return trip! Flight #351, LIH to SFO, February 29, 2012. We have boarded the aircraft and as we are waiting for the doors to close, the pilot announces that the pre-flight check list is showing an error for the engine reverse thruster. A mechanic is called to evaluate the problem. After some time, we were told a part would have to be flown in from Honolulu and to disembark to the terminal waiting area until the repair is made. After waiting again, it was announced that this flight was being canceled and a special substitute flight, #1751, would be scheduled for 11:00am, March 1. We would have to pick up our baggage at baggage claim and re-check it tomorrow. We then waited in a long line at the reservation check-in area to get our new boarding passes and vouchers for a hotel room for the night, $15 for dinner, and $10 for breakfast. The Marriot room was nice, but the food allowance only covered maybe an appetizer in the hotel restaurants.
March 1st! Boarded aircraft. Ready for doors to close, pilot announces that flaps are not working properly. We leave the plane and mill around the waiting area, waiting for some decision. It was later decided that this aircraft would not fly and Flight # 1751 was canceled. Repeated procedure of the day before to get re-booked and vouchers for another nights stay. We were booked on flight #351 for March 2, 2012. This flight successfully departed and was uneventful… UNTIL the landing approach! It was aborted at the last second because another aircraft had not cleared the runway. We circled back around and landed safely.
Ever since 9-11, travel has not been easy. Passage through the forever long security lines is never easy. Especially for my wife and myself, because we have metal replacement body parts that require a pat-down every time we pass through. On this trip, we had to endure this two times more than we normally would have for a similar trip. That, along with the four aircraft cancellations for mechanical problems, the hassle of waiting in the boarding areas and in line for re-booking flights, shuffling baggage around, and having to re-schedule affairs at home, created a lot of stress in what should have a smooth running vacation.
We did receive the your e-mail requesting that we go to your link(http://www.united.com/appreciation ) but it appears this link does not work every time. For the disrupted outbound flight to LIH, we given E-certificate credits for $250 for myself and $150 for my wife. Is there a reason why she should get less than me? For the disrupted return flight to SFO we have received no further compensation. I would suggest that for our troubles that we should at least receive a complimentary round trip ticket for the two us equivalent to amount we paid for the Hawaii tickets.
If there is a bright side to this travel tale, it was the crew working at the boarding gates and reservation podiums at the Lihue airport. They were hard working and extremely pleasant to deal with in a chaotic situation. A smile and sense of humor goes a long way. My hats off to them!
Yours truly,
Albert P. Jones, Jr.
My husband Tom is a Premier Platinum flyer and was on hold with the reservations system for at least 25 minutes. This was on the special “premier platinum” phone line which you would think would connect you to a live person right away but no. The only reason we were calling is because the seats listed for our flight to PHX online said one thing and our boarding pass said another. Fortunately, our flight to PHX from SFO was smooth and we even had an empty middle seat for our baby which we didn’t purchase. Hopefully they can fix their reservation system soon or else they will be losing their frequent flyers soon.
I flew SFO-MCO last saturday – the first day of the transition. My flight was mid afternoon. The check-in counters were jammed; I went through security and was the only person in the whole security area (the TSA closest to the international area) The check-in kiosks did not recognize the reservation but I had printed out a boarding pass so had no delays. At the gate, everyone’s boarding passes were rejected and seat assignments had to be entered manually. Bottom line – lots of delays getting to the gate and boarding. Five days later, leaving Orlando – no problems with check-in or boarding (TSA was chaotic but that evidently is another problem and common at Orlando) My observations about the website and credits for flights is that such information is runnning about 3-4 days behind. I have further reservations for later this month and no problem accessing those on the website. Small objection to using the Continental format for the United home page, particularly as to booking a flight – it’s just different and who likes change?
I have had a few problems over the past week. I have emailed looking for missing flight mileage, and have still to hear back, nearly a week later. In addition, I went in to review my itinerary’s for travel in June and a leg was missing (BER-LHR). I did call, and as I’m elite got through quickly. But it did take almost 45 mins for her to rebook me on another flight. She never explained what that leg was gone, or why I wasn’t contacted.