Year End Status 2016

Well 2016 was not a great year for me with United. I had a couple of incidents that make me think there must be something better. I continue to be frustrated that when there is a problem, United responds with form letters. Whoever sends these form letters out culd easily be replaced by a small computer.

Oddly, I have had some great trips with great customer service this past year. I think next year I will report the good and the bad from United as I fly around the world.

Best wishes for 2017! Boiler Williams 12/26/16

feedback on United Airlines

Star Alliance Gold

Mileage balance 205,915

Mileage expiration 6/30/2018

YTD Premier qualifying miles:
YTD Premier qualifying segments: 108.5
YTD Premier qualifying dollars:infomodal window popup
Over $12,000
4 flight segment minimum:infomodal window popup
4 of $

View Premier progress :
Regional Premier Upgrades: 2
Global Premier Upgrades: 0

MileagePlus response to my Hostile Flight Attendant

Turns out you can also email MileagePlus… I emailed them about the same issue I had with the hostile flight attendant. Turns out they seem higher functioning, yet insufficient. Here is the MileagePlus response:

Dear Mr. Williams,


I was very concerned to read about your inflight experience. It’s contrary to our commitment to providing exceptional customer service.


I’ll make sure to send your feedback so we can review it with the employee. When you fly with United, you expect us to treat you with dignity and respect. There’s never an excuse for unprofessional behavior and I’m sorry you didn’t have a more positive experience. We value your honest feedback as it helps us to improve our services.


I appreciate you chose United for your travel and hope your next flight earns a more positive review. On behalf of United, we look forward to serving you on board in the future.



Boiler’s Reply to Hostile Flight Attendant Issue

This was my reply to the United employee’s attempt at empathy. It seemed like a form letter to me. We’re so very sorry…. If they were sorry, they would correct this or at least attempt to correct this. Bottom line is they did nothing because that is what they think of me and my issue. Anyhow, here is my reply:

What are you going to do, or what have you done to correct this?

It doesn’t seem like you do anything. A reply doesn’t mean anything to
me without action.

If you don’t do anything, you have essentially ignored me.


— Sent from my Android Device

Sent: Friday, November 11, 2016 1:30:53 PM
To: Williams, ….
Subject: Re: Other (KMM39553538V71016L0KM)

Dear Mr. Williams:

I’m so sorry to learn of the actions of flight attendant; you should
always be treated with dignity and respect. We aim to do this every time
and every flight.

Our agents are expected to provide exceptional customer service and
remain professional at all times. From what I read, we have some work to
do. I apologize for your disappointing experience. Thank you for taking
the time to write; your honest feedback will be passed along to help us

Thank you for being a Premier Gold member with our MileagePlus program.

You should always have a positive travel experience on United. I hope
your next flight earns a more positive review. We look forward to a
future opportunity to provide the service you deserve.


Hostile Flight Attendant Issue

Here is my second major issue with United this year. I had a flight attendant yelling at me. I knew I could not yell back or I would be thrown off the plan. So I just took her abuse. Had this been any place but a plane, I would have been able to stand up for myself. Again, no one at United airlines cares that I am afraid to fly my flight home out of concerns that the same flight attendant will be part of the crew that services my flight. I was concerned that she would yell at me again, and I wouldn’t have the same level of self-control I had during the first flight.

Here is the complaint I sent in:

Status: Gold (Probably platinum when you read this if I still fly United)

To whom it may concern,

I wanted to let you know I received terrible service on flight United 763 on 11/7/16. While boarding with one medium bag, the flight attendant for some reason took exception to me and my medium bag. While other passengers were caring on many items, of which most were larger than my pack that I carried on one shoulder. She asked me to put the pack in front of my feet. I said, “I respectfully ask that you let me put my bag in the overhead as I am tall and paid extra for the legroom. I only brought one medium sized bag for that reason.” At the time, there was plenty of room in the overhead.

She said, “I am not going to argue with you. Are you going to do as you were told?”

I asked her, “When this first came up it seemed to me like you were asking me, are you now telling me?”

The flight attendant said,” I am telling you to do what I told you to do. I am done with you.”  and she stormed off. I sat down in my seat.

The lady sitting next to me asked if the flight attendant was my ex-wife. We laughed.

Then the flight attendant showed up with another United employee. The second employee said to me, “I heard you are being difficult. Move your bag. Do I make myself clear?”

I tried to explain that I had only one bag. I held up one finger. She asked if I was pointing at her. I said my index finger was pointing straight up, like the number one. It was clear she was trying to provoke me.

I hurried and moved my bag before the United employees could escalate the situation.

No one else I saw on the plane that carried one or two items on the plane was told to put items in their foot space. I didn’t hear the flight attendants take an aggressive tone with anyone else.

I was singled out for no reason. I was not being unreasonable. I just asked if I had a choice. I was asking if I was being asked or told.

I am in San Diego now and am concerned that I will have the same flight crew on the way home to Denver tomorrow. I am concerned that I will be attacked again and that your employees will treat me even worse. I now have concerns that I cannot fly United without being on guard from your employees singling me out and attacking me over petty issues.


Letter to United Airlines CEO

Here is my initial email I sent to the United Airlines CEO. It has yet to get a response.
United MileagePlus Number: DWA35687
United Confirmation Number A694RP
Dear United Airlines,
I have gold status with United and it didn’t help me when I really needed them to pull through for me. If I don’t stop my pace of travel and don’t switch airlines, I will easily have platinum status with United by the end of the year.
On Sunday (10/2), I left my house in the afternoon I left my house to fly to San Diego. After we boarded, we had to get off the plane because of mechanical issues. This did not rattle me too much.
United Airlines offered to change my flight to route through San Francisco. I agreed and flew to San Francisco without issue.
When I arrived in San Francisco, my flight to San Diego was delayed because we had no crew. Finally, we ended up with a pilot and flew to San Diego. We arrived about 1:30am. I awaited my luggage at the carousel. Up until this point, I chalked the delays off to normal things that happen when you travel a lot.
After figuring out my luggage was indeed gone, I went to the baggage claim office. I explained what had happened thus far. The lady checked in their computer system and found my bag was in LA. She told me I could drive to LA and get it. I shook my head. I asked her what my other options were. She said that she did not know when my bag would be in San Diego. She said they could send it to my hotel when it arrived. I told her I was only in town for one day, if the bag wasn’t here by the end of day, I would be in Denver. She said that was not her problem and asked in an angry tone, “Sir you have to tell me what to do with the bag”. At that point I was tempted to tell her what to “do with the bag”. I did not. I asked her if I could call back later in the day and check the status of my bag. She told me I could do whatever I wanted. Then she turned away from the baggage desk and walked towards the back room. It has been a long time since somebody I was talking to has turned their back on me.
Later in the morning after having three hours of sleep, I went to my meeting in Del Mar. I was wearing informal clothes from the day before. My boss asked me what happened. He laughed and told me I had to tell the story in front of the team. We kicked off our meeting with my United Airlines story so far. Everyone laughed and they asked me why I fly United. All I could say was “Today, I dunno…”
My meeting started and then my cell phone rang. It was United. My bag was in San Diego. I was pretty happy it was in town and asked for it to be sent to my hotel. The United employee told me they could not send it to me. I had to come to the airport and get it. We argued about customer service for a while. My point was it was mediocre customer service to send the bag to my hotel and they couldn’t even do that? The employee’s point was that getting the bag at the airport was my only option. I asked what would happen if I didn’t come and get the bag. I was told it would be sent to the warehouse. I did not commit to coming to get the bag. I told them I didn’t think I could leave my meeting and come and get the bag. “The reason I flew on your airlines was to be in this meeting”.
I went back to my meeting and United called me again. I stepped out of my meeting and to the call. After verify who I was on the phone, there was a pause. The United employee told me, “Mr. Williams, I am not to engage you.” I ask what that meant, she said that her lead told her not to talk to me. I asked her, “Do you know how stupid it is to call someone to tell them that you can’t talk to them? Is there anyone in the entire company that I can talk to or can help me?” I was assured there wasn’t. She terminated the call.
I then called the United MileagePlus 800 number. I retold the person the story so far. The agent asked if I told them I had gold status. I confirmed that I had repeatedly. He said they must not have understood that I had status. He said that my status gets preferential treatment and that he would call them and get this straightened out. I told him even if I didn’t have status, I should not be treated like this. He put me on hold. He came back on the line in a few minutes and told me I had to go get the bag, there was nothing he could do. He told me I had acted “aggressive”. I asked him if he could explain what I did that was aggressive. He could not. I asked him if he could describe my offending behavior. He could not. I asked him if security had been called when I was aggressive. He said they hadn’t. He said I had to go to the airport and get my bag.
So my boss had heard some of my conversations with United and I had been updating the people in my meeting as these events unfolded. My boss finally told me, “Just drive to San Diego and get you suitcase”
I drove in and was nice as could be at the baggage desk. The lady went and got my bag and I drove back to my meeting. Good thing it was an all-day meeting!
So I ask you… If you were me would you ever fly United Airlines again?