The Energizer

Resilient Insights for Work & Life

CUSTOMER SERVICE HORROR STORIES AT UNITED AIRLINES

by Eileen McDargh, Chief Energy Officer - Tuesday, March 20, 2012
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“Please continue to hold. A baggage agent will be with you shortly.” Stop already!!!! I am tired of listening to Rhapsody in Blue. I want a human being. And I do NOT want baggage claim. I am trying to find my glasses left in a “United Club” yesterday. Forget it. I have gotten through 2 hours of on-hold with what had been the “Red Carpet Club”, then sent to busy signals at San Fran Airport and now, I am told lost-and-found is my answer.  Alas, this number I am given goes NOT to lost-and-found but Baggage Claim.

AAAARGH. I do not want to talk to Avatar Alex!!!! I am so angry I could do serious damage to another human being. My husband better lay low. How can so many people have so many pieces of wrong information? At one time, I had close to one million miles on United. Not any more. They cancelled so many flights from Orange Coast to the East Coast I could no longer use them. Now, their fares are so much higher than other carriers, I can’t ask my clients to pay for it.

This last insult is not being able to speak to a human being. Is this what mergers mean? Oh yes, they changed my Mileage Plus number that I have probably held for 20 years into some numerical/alpha thing . They have NOT sent out anything such as a card to remember this new “number “. Another stanza of Rhapsody in Blue. Saints preserve us!!! If you are as angry as I am about not getting to the right people, in a timely manner, and with companies (carriers) who haven’t figured out how to matter to their clients, WRITE!!! Can we start a ground swell.???? !!!!!!!!!


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Eileen McDargh Keynote Speaker Blog Author

About Eileen!

Since beginning her consulting and training practice in 1980, Eileen has become noted for her ability to speak the truth with clarity, wisdom, humor and compassion. Long-standing clients and repeat engagements attest to her commitment to make a difference in minds, hearts and spirits of organizations and individuals. She draws upon practical business know-how, life's experiences and years of consulting to major national and international organizations that have ranged from global pharmaceuticals to the US Armed Forces, from health care associations to religious institutions. Executive Excellence magazine selected her as one of the top 100 thought leaders in leadership and among the top ten consultant providers of leadership development.

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