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I want to like flying United Airlines. I was a Global Services member for years and Premier 1K® for even more. I’ve flown United so much that I’m on the cusp of clearing the two-million miler mark. But, my loyalty has faltered over the past few years due to poor service, generally terrible catering, inoperative Wi-Fi, and mediocre lounges. My flight last night was a perfect example of why I have been shifting a lot of my flying away from the airline.
The flight started with a delay. The aircraft arrived with a broken auxiliary power unit (APU). According to Science Direct, the APU is “a small gas turbine engine mounted in the tail cone of an aircraft to provide autonomous electrical and mechanical power for the following: Starting power for the main engines, pneumatic power for cabin air conditioning systems, and shaft power for other pneumatic and hydraulic systems.” With this broken, the aircraft was nearing 100 degrees inside and we were unable to board as a result. Mechanics were on board and below the aircraft working on a fix and we did not get on the plane until they figured it out. Mechanical issues happen, but the gate agents were evasive in their answers and did not provide timely announcements.
Once on the aircraft, flight attendants repeatedly announced that the Wi-Fi was inoperable. The aircraft, a Boeing 737-800, featured United’s newest interior. It was recently refreshed and there is no reason that the Wi-Fi should have been out of service (other than I find it to not work more often than for it to properly function).
The crew was extremely junior (the average age was under 24), but they were well intentioned and trying. No predeparture beverages were offered. They took meal orders in the most bizarre order. I booked the flight same day and could not preorder. The woman serving First Class started in row one and took orders/confirmed preorders for all four seats. She then went to row three and confirmed preorders (I could hear that they preordered). Then back to row two (I know one of the passengers held Global Services status because we were talking at the gate). We were seated in row four (of four) and when she took our orders, she proudly told us that there were four choices: eggplant parmigiana, pasta with burrata, a Cobb salad, and chicken pizzaiola. I selected the pasta and my husband ordered the chicken.
When meals were being delivered, she came over and told us that she made a mistake and miscounted. She had my pasta, but my husband was left with the Cobb salad. We were the last two served and she did not prioritize by status (we both currently hold Premier 1K®). To apologize, she told my husband she would give him a $125 ETC or 12,500 miles. He chose the ETC and she confirmed his email. The email has not come. In the past, these service recovery emails are fairly instant. He is going to call United, but I told him “good luck” as I doubt there is a record.
Shockingly, both meals were tasty. I swapped with him and gave him my pasta. The salad was fresh and delicious. He also enjoyed his meal. The flight attendant, while in the cabin, never offered drink refills.
We arrived late and although this has nothing to do with UA, I figured I’d share. One passenger (seated in row three) got off the plane and broke a flip flop. Instead of walking with it broken or putting on other shoes, he walked through the terminal, onto the tram, and out of the airport barefoot. I can only imagine how gross his feet were after this trek.
Anthony’s Take: This is one flight, but representative of my experiences over the past few years with United. The flight was late, service promises broken, and Wi-Fi unavailable. United has an amazing route network, great app, and is fine as long as you can get over the inconveniences that are bound to happen on your flight.
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4 comments
Completely agree. I now avoid United whenever there is an alternative. Recent flight experiences ranged from partially broken microwave (so meal was tepid and eggs inedible), downgraded from paid First to Coach due to IRROPS which required multiple communications to get even a partial refund (I just quit trying to get the real refund which feel like their game plan)… Fly JSX whenever possible now but it is such a nice experience the legacy airlines are trying to put it out of business. No wonder the top ranked airlines worldwide seldom include U.S. based companies.
Completely agree. I now avoid United whenever there is an alternative. Recent flight experiences ranged from partially broken microwave (so meal was tepid and eggs inedible), downgraded from paid First to Coach due to IRROPS which required multiple communications to get even a partial refund (I just quit trying to get the real refund which feel like their game plan)… Fly JSX whenever possible now but it is such a nice experience the legacy airlines are trying to put it out of business. No wonder the top ranked airlines worldwide seldom include U.S. based companies.
It would be interesting to read your views comparing domestic airlines.
FA here. Not shocked the WiFi didn’t work. If it’s Thales (many 737s except MAXs and some 757) or Panasonic (Airbus, 757/767/777/787), its functionality is not likely. You had ViaSat on that plane which is usually reliable. Problem is (according to a few third-party MX guys I’ve talked to) UA chose to outfit the planes with routers only capable of handling 30-40 connections at a time. The average 737 in the UA fleet holds 160 people – you do the math. On a high-density, domestic 777 there are 362 to 366 pax – again, do the math. Trust me, we too hate it when the WiFi is INOP or subpar.
As for the order taking – we are supposed to go row by row asking for a first and second choice (it’s how I do it). Problem is, many people look at you like you have ten heads when you ask for a first AND second choice. They think my description of three meal choices means I have all three available. “What do you mean I have to pick a second/back-up option?!” Many FAs find it easier to skip around so they can present you with what’s actually left. Right or wrong, it’s why some do it this way. Either way, counting is essential, I’m sorry for the mix-up. I would like to point out the company has an app for us to take orders on, but it never works….like ever. It’s so bad they had to put pre-orders in a separate app (we primarily work in three apps while on duty) because the main service app is such a disaster. If the junior crew relied on that app to take orders, it’s VERY possible – some would say probable – the app messed things up. I am not trying to skirt responsibility, but cut us some slack and realize what we are working with. This is to say nothing of the job catering does. In June, had eight meals labeled “Pasta” and wrapped in gold foil (foil is supposed to be color-coded – red for beef, blue for fish, green for chicken and gold/blank for pasta). Figured out, once airborne, they were not pasta dishes, but a chicken dish from a month or two prior (everything comes to us frozen). Again, not trying to skirt responsibility here, but having to check every single detail from emergency equipment, passenger information, catering, etc for every flight can be overwhelming and frustrating at times.
As for refills, did you ask for a refill? If the FA was visible but you didnt get a refill, why not ask? Most pax are watching movies or working while onboard. It’s bothersome to be asked every 15 minutes if you need anything. Do you know how many times I have been barked at for interrupting a conversation/movie/work project? Too many to count. You try to feel people out as best you can (figure out who is going to be needy or chill) but it takes time to hone that skill – even then, it’s dependent on the pax’s mood. Just last week a woman commented that I was “making her nervous” because I was in the aisle so much for the first hour of the flight. Damned if you do, damned if you don’t. Pro Tip: just ask 🙂