Questions and Answers

Had a recent truly dreadful experience on UA, a carrier I rarely fly, though I have an account with a fair amount of miles living in it from years of an annual trip with them.
Plane was in such bad shape I was motivated to take pictures…broken seats, ife remotes, window shades cracked and broken, mold in business class bathroom everywhere, multiple latches of cabinets in the bathroom non functioning so nothing stowed or stayed…I mean, this plane was in bad shape. So little wonder after 2h10m, loaded and still at gate, it was finally announced plane had several mechanical issues and would need to be offloaded. We were instructed to connect with gate agent for more details. Except when we got to the agent she wanted to know why we were offloading and had no info for us. For over an hour. We finally boarded another aircraft, an announcement was made we were all comped wifi for the flight. When the message was received we were to be billed $6.99, we were told to ignore it. Except we were billed $6.99! Later in flight when I asked the senior flight attendant about this, he said he may have “jumped the gun in offering the compensation” and he was sorry. Our flight eventually landed 3h42m late.

So…all small things adding up to a ridiculously poor showing by United.
But is it worth it to complain? Does it really accomplish anything? Will it improve future flying experiences? Is there a best way to give voice to the observations, and share the photos with customer service? Do I just grouse on the survey? Something else?

Or is grousing here enough therapy for this frequent flyer? 😉

Thanks for your thoughts.

I would email them and follow up