My wife (Cynthia Meek) wanted to visited Richard and Tyler in San Jose, California before Tyler’s internship at Facebook was over on Friday (Richard just started at Google).

So, she booked her and the kids flight on United Airlines for Monday (July 17th). It was supposed to be a 1-stop flight – Toronto to Newark, NJ to San Jose (not exactly a straight line). Flight # UA4150 and UA1729.

Richard asked (a big ask!!) if they would bring his Trek bicycle, his hockey sticks, hockey bag (helmet, gloves, etc.), and his new Apple aka LG 5K monitor to San Jose. I got the monitor boxed up in its original packaging and I had Sport Chek professionally box up the bicycle (and taped the 2 hockey sticks together). Sunday night, Kyle and I loaded everything into Cynthia’s Honda Odyssey for the Monday morning trip to the airport.

For international flights (even Canada to USA), you are supposed to be at the airport 2 hours before your flight. Flight UA4150 was scheduled for 2:30PM departure. It is a 2 hour drive from London, Ontario to Toronto (Pearson) Airport. To be safe, they left just after 9:30AM. When they arrived at the airport and they found out that the flight was delayed 30 minutes because of weather. I checked and checked but could not find any weather issues. A hour later or so, the flight UA4150 was delayed 45 minutes. Then it was delayed 1 hour. Then it was delayed 90 minutes. At this point, it appeared that they will miss their connecting flight in Newark, NJ. Cynthia talked to the United service rep and they said you will need to sleep over in Newark, NJ at your own cost, even though, we have a hotel booked in San Jose.

I told Cynthia to get United to rebook through Chicago or Denver. The United service desk refused. Then it was delayed 2 hours. I told Cynthia to ask again about re-booking and the United service rep said no. Finally around 5:30PM, United canceled the flight. United posted the following status: Canceled due to air traffic control conditions impacting our flight operations (here’s a screen-shot). What the hell does that mean and what happened to the bull-shit of delayed because of weather? Did I mention it yet: “United Airlines – You Suck!”.

Cynthia stood inline with everyone else to rebook the flight. Finally, it took 2 hours for Cynthia to get her turn and get a new flight for the NEXT MORNING. They booked her and the kids on UA4526 from Toronto to Denver leaving at 8:15AM Tuesday, July 18th and Denver to San Jose (UA245). To make matters worst, none of them (Cynthia & 3 kids) were sitting together. Did I mention it yet: “United Airlines – You Suck!”.

Next they had to get their checked luggage back: 3 suitcases, bicycle (in a box), monitor (in a box), hockey sticks & hockey bag. Park’n Fly in Toronto used to be really good but clearly they have gotten cheap and reduced staff. Cynthia waited in line for almost 2 hours to finally get on the shuttle to be taken to her minivan.

It is now after 9:30PM on Monday night, 2-hours from home with an early morning flight with United again. So, Cynthia had to book a couple of hotel rooms in Toronto because check in is at 6:15AM and she cannot drive home, sleep a couple of hours to drive 2-hours back to the airport. Oh yes, we have a hotel booked in San Jose!! Did I mention it yet: “United Airlines – You Suck!”.

Please read on, because United isn’t done screwing Cynthia. So, they go to the airport this morning (Tuesday, July 18) check in and give United: 3 suitcases, bicycle (in a box), monitor (in a box), hockey sticks & hockey bag. Yes, I’m repeating the list, so you understand that the 7 items (that we paid United for checked luggage), how large and amount of hassle United caused Cynthia and the kids. The 3rd row of seats were stowed and the 2rd row was pushed forward so everything could fit into the minivan.

The flight from Toronto to Denver (UA4526) was fine. The flight from Denver to San Jose (UA245) was fine. Cynthia thought they had made it safely to San Jose until she received a text message saying 2 bags didn’t make it. Did I mention it yet: “United Airlines – You Suck!”.

My first thought was the bicycle and monitor didn’t make it. 30 minutes later, Cynthia finds out the NONE of the items make it to San Jose. First they don’t know what happened. Then they think the United rep in Toronto put the wrong baggage tags on ALL of them. Next, they think the everything is in Denver but will need Denver service reps to verify.

So, as of right now, 8:00PM EST Tuesday July 18th, everything is lost and United is looking for the 7 items. Did I mention it yet: “United Airlines – You Suck!”.

I used to be a traveling consultant and flew on United a lot. Its been more than a decade, holy cow, the service has gone down hill. Why, oh why wouldn’t the United service rep on Monday flip Cynthia and the kids to a flight hopping through either Chicago or Denver before it was too late. She asked early in the afternoon. So, instead of filling flights and making sure travelers get to their destination, you choose to piss them off to the extreme. Did I mention it yet: “United Airlines – You Suck!”.

United, I’ll let you in on a secret about my wife. Yes, she will fly home on United but I can guarantee you that she will NEVER EVER book another flight on United. She loves to chat with people. I can also guarantee you that she will be telling EVERYONE for decades to come how you screwed her and the kids over. United haven’t you ever heard the slogan “And they told two friends, and they told two friends, and so on, and so on”. I guess your slogan should be “we’ll piss you off and possibly drag you from an airplane rather than give good customer service”.

Finally, did I mention it yet: “United Airlines – You Suck!”.

Regards,
Roger Lacroix
Capitalware Inc.