Update 7/12/2013: I received a phone call, which went to voice mail, and an email. May I point out that it is day 15 after my complaint? 15 days to respond to an issue that took their employee ten minutes to create. Not to mention the money missing from my account. The response is just as insulting and almost MORE disgusting than my original treatment because they offer it up as a “goodwill gesture”. YOU HAVE NOT HEARD THE LAST OF ME.
Updated 7/9/2013: STILL no response from United.
Updated: It gets worse. See the very bottom.
Flights booked. Bags packed. Excitement level: HIGH!
Last week we were headed to Florida for the Jr. Olympics for baseball tournament and we were excited. Our flight left Denver at 6:00am, but we were too excited to care.
I’m a frequent traveler and have logged over 82,000 miles with United Airlines alone. I have been loyal to them wherever possible.
Our flight was scheduled on Tuesday morning so I checked in online Monday night and paid for one checked bag (J’s baseball bag) online too. And we proceeded to the gate with two bags. We have always taken our bags through security and gate checked them. You know, when they make the overhead announcement that they’ll gladly gate check your bags so that it saves time for everyone boarding the plane? That.
We got to our gate and I proactively went to the desk and asked the gentleman on the right if they were able to gate check bags yet and he said yes so I went back and got my son and our two bags.
The guy on the left, Ricki Ishi, said “well, what do we have here?”
I said “I’m here to go ahead and tag these now.” And he sneered something that I can’t even remember exactly. I told him I wasn’t sure what he meant.
He proceeded to tell me that I was going to have to pay to gate check the bags. I asked him why and he said because you can’t just bring those here. I explained to him that I’d already checked one bag at the service desk, made it all the way through security and didn’t understand why I had to pay to gate check these two bags.
He belittled me talking to me like I was stupid. I can’t remember exactly the words he used but he was basically telling me I was breaking the “law”.
I didn’t argue that point long. Whatever. I’d pay.
But when he told me that I’d have to pay $25 for the first bag and $35 for the second I did argue that. Because the policy is $25 for the first bag and $35 for the second bag. WE HAD THREE TICKETS. So each bag was $25.
He was an utterly complete asshole and my 10 year old was hiding on my side of the counter mouthing “oh my god”.
He repeated the exact words “It is $25 for the first bag and $35 for the second” about nine times. And I repeated that I had three tickets and each bag that he was requiring me to check would be bag #1 so $25 each… about nine times. I told him I would absolutely not be paying $35 for one of the bags when I paid for three tickets, I would pay $25. He proceeded to chide me PUBLICLY and then picked up the phone and made a phone call.
I wasn’t being unreasonable. I wasn’t even being loud. But I wasn’t going to be bullied and treated like shit either.
A lady came over, not sure who she was, but he THEN TELLS HER………
“This lady doesn’t want to pay to check these bags.” I explained my side AGAIN that I was willing to pay $25 to check each bag, not $35.
THEN HE SAYS “She’s telling me that she’s already checked two bags and now she wants to check two more so that’s $25 for the first and $35 for the second.”
I KID YOU NOT. He flat out lied to whoever this lady was.
I pulled out my receipt and my THREE tickets and I explained the whole thing once again. I even waved my hand around to the audience in the boarding area and said “ask them all, they all know that I’ve told him I’ve checked ONE bag.”
The lady said “charge her $25 each” and walked away.
I handed my tickets and my debit card.
A full 10 minutes later we are still standing there, the plane is boarding and I asked him if there was a problem because in my head he was figuring out a way to send our bags to China. He told me that because I didn’t follow the rules and check my bag earlier he had to do each one individually. Um, YEAH!?! Still doesn’t take 10 minutes.
He gave me two receipts each for $25.
When I boarded the plane I had that gate agent verify that our bags were tagged for Ft. Lauderdale and they were.
We had an amazing time in Florida, and we flew American Airlines home. Funny thing… As we waited in line to check J’s baseball bag with American the people behind us were running late and they let them cut in line in front of us. I didn’t even think twice – there was no one else in line we were in front. The lady then came to me took our tickets and printed out THREE bag tags FOR FREE!!!!!!!! She never even acknowledged that she’d done it or why. I did, however, realize what she’d done and thanked her. (For the record, American also charges $25 per bag.)
But isn’t that funny?
Here’s where I throw up:
I’m home and checking in all my receipts against my bank account and there is three charges for United. As there should be, but…
He charged me $50 for one of the bags! And $25 for the other.
I research a little more and I figure out what he did and how he did it.
Remember how it took him forever to process? He REPRINTED my original bag check – J’s baseball bag. It matches exactly the print out that I printed the night I checked in online. The one that I paid for online and checked at the check-in desk and gave me that along with a new receipt.
What he didn’t do was give me a receipt for the one where he charged me $50!
In all my 37 years I have received bad customer service, but I have never been so publicly humiliated and then found out that I was also slapped in the face after the fact. When the realization of his underhandedness after having been treated so poorly it made me sick.
Ricki should be reprimanded. And United should be ashamed to employ such a nasty employee.
So, I just confirmed that he not only charged me too much, he charged me $25, $25 AND $50. Everything on this debit card was from him.
I just remembered that I’d used my Bellco debit card when I checked in the night before.
I have no words.