I’ve always been a goal-oriented person. I envision the end goal and then break things down and figure out how I will reach it. Essentially, if I don’t have an end goal in sight then I usually don’t start something. I’m a self-inflicted creature who does the work andkeeps my eye on the prize.
I never set out to fly 1, 000,000 miles with United Airlines. It just kind of happened while I was in the process of going somewhere. I’ve been on roads, trails, tracks, and the sea and in the air for most of my life capturing imagery with my cameras and immersing myself into other cultures in the world.
Before I knew it, I realized that I had flown over 950,000 miles with United – and that didn’t take into consideration the miles I had flown with their competition. I remember looking at my account and thinking – “what’s another 50,000 miles?” and deciding to finish the job and qualify for United’s Million Mile Premier status. I thought it would be a piece of cake.
The act of flying the last 50,000 miles actually was a piece of cake, but it came with incredible frustration when trying to decipher United’s rules and footnotes along with numerous exclusions and disclaimers. After spending hundreds of hours on the phone with countless United employees in an effort to clarify their rules before reserving and paying for a ticket, I eventually learned why I had been getting ambiguous and conflicting information. United airlines outsources many of the agents that answer their phone – even their premier desk lines! I found this out the hard way after spending a lot of time talking with someone who answered the United phone line only to be told that she/he can’t help me and that they would connect me with a United employee. Nine out of ten times – I got disconnected. Now when I call United, the first thing I do is ask if I am speaking with a United employee. I also understand now why I’ve been getting the conflicting information I have received.
Tip: Most likely if you call an airlines, it’s because you have a question that can’t easily be answered online. If so, ask if you are speaking with a United employee.
To be clear – This is not about outsourcing to a foreigner instead of hiring an American. This is about cost cutting efforts for United (as well as plenty of other companies) at their customer’s disservice. We live in a DIY yourself culture and I am more than capable of reserving an airline ticket online – but if I need help, I’d like the option of speaking with a person who can really help me rather than be sent down a phone tree or worse yet go through an online chat with a lot of time wasted ready cut and paste answers and links to more ambiguous information.
I could elaborate and cite numerous examples of how United Airlines simply doesn’t care about their loyal customers who fly their airlines. These days it seems they are more interested in their partnerships and making money on just about everything except aviation. Every step of the way, from making a reservation online, to checking in at the airport, I need to page through a half a dozen or more options on how I can spend more money with United. Check a bag? – more money. Want more legroom? More money. Need a car – a hotel? More money. Want to upgrade? More money. And if you are loyal Premier Gold Elite passenger like myself, you get to stand in line 2 to board your flight – along with other Premier Gold members as well as Premier Silver members, AND…………anyone who has a United Explorer credit card!
I completed my million miles when I flew to Prague, Czech, a fairytale city that I have dreamed of visiting. When booking my flight, I noticed that the miles that I flew on their partner’s legs, (Lufthansa from Germany to and from Czech) didn’t contribute to my Lifetime Miles account. I was told that even though Lufthansa was their Star Alliance partner and that United ticketed those flights and the ticket numbers began with “016” those miles would not count toward my lifetime total.
Tip: Only United or United Express flights on United aircrafts that have been ticketed by United count toward your total lifetime miles account.
I was also told that United couldn’t pre-assign me a seat on the Lufthansa and I found out later that neither could Lufthansa until I was at the airport. Even more aggravating was when I found out that I had to pay for the extra legroom seats designated as Economy + on the Lufthansa portions even though as a Premier Gold member I get those seats on the United legs for no extra charge. I asked a United agent what benefits I did get as a Gold Premier member when flying on one of their partner’s flights that had been ticketed by United? The agent replied “You get your bags checked through”. Does that mean that the non-Elite passengers don’t get their bags checked through?
United Airlines’ slogan is “Fly the Friendly Skies”. The skies may be friendly and the journey is often priceless but United Airlines and their management have become callous, very impersonal and pretty much anything but friendly. In fact I believe that Peter Greenberg’s latest poll of US air carriers, listed United dead last.
I made my goal, but I no longer have the desire to be loyal to United because I get the distinct feeling that this company clearly doesn’t care about being loyal to me.