United Airlines Won't Help Rush You To Your Dying Mother's Bedside Because "It's Time For The Ticketing Agent's Break"
Mike rushed his girlfriend to the airport to catch a flight to see her dying mother, only to watch her miss the flight because United Airline's ticketing agent refused to help because "it was time for her to go on her break." Passengers waiting in line were more than willing to let Mike's girlfriend skip to the front of the line, but her sad situation apparently wasn't enough to earn the agent's sympathies. When his girlfriend finally reached the gate in time to watch her flight depart, the gate agent defended his colleague's lack of sympathy, saying "management really makes us work some unreasonable schedules."
Mike cc'd us on his email to United Airline's C.E.O., Glenn Tilton.
Dear Mr. Tilton:When the employees of large companies discard compassion, respect, and common human decency and instead place their own interests in front of those they are chartered to serve, then they are no longer deserving of the public's trust.
On February 19th, I received a phone call from my girlfriend's father indicating that her mother was close to death, and that-if at all possible-I should try and get his daughter to Portland, Oregon as quickly as I could.
I immediately left my office and began making arrangements to leave San Francisco for Portland, including calling the United Premier Reservation line on my way home to book a flight. The gentleman on the line provided me with a reservation number, informed me that I could pick up my tickets at the counter, and wished me the best of luck as the timing would be tight. On our way to the airport, I commented to my girlfriend that our ability to catch the 7:50 flight "would depend on the kindness of strangers."
Little did I know that the only unkind strangers I would encounter would all be wearing United blue.
We arrived at the airport at 7:20, but with very short ticket and security lines I felt that we had a decent chance of making the gate before the doors were closed. I explained to those customers waiting in line that we had a family emergency, and each agreed to let us move to the front.
The first agent to help me indicated that he could not ticket any passengers, and referred me to a different agent at the end of the counter. I approached this new agent, provided her with my record locator number and explained my emergency. I also asked her if there was any way she could contact the gate agent to let them know we were on our way, and perhaps keep the door open a few minutes longer if we were delayed at security.
To my utter amazement, your agent handed me back my record locator number, looked me straight in the eye, and informed me that she couldn't ticket me because "it was time for her to go on her break." I wasn't sure I heard her correctly, so I repeated the nature of our emergency. Again, your agent informed me that it was time for her break, "she had no choice," and that if I had a problem with it, I could talk to her supervisor.
I was absolutely horrified. The only person at the United counter who had the ability to ticket passengers felt that it was more important to go grab a soda than to give me a decent chance at making a flight to be with a dying relative.
I argued with this woman for a good 10 minutes, growing increasingly agitated. Even those passengers who had let me move to the front of the line voiced their objections. She did nothing to assist me, choosing instead to continue to quote company policy. Why she didn't just leave to go on her break is beyond me. Before she finally left, she placed a call to her supervisor and said, in a very sarcastic tone, that there was a customer at the counter "whose mother is sick and dying and who wants to hold a flight and speak with a supervisor." She refused to provide me with her name or employee number.
By the time I was able to find somebody new to help me, it was clear that I would no longer be able to make the 7:50 PM flight. I asked the new ticketing agent if there was any way that he could contact the gate to let them know we were on our way, but he said it was impossible. He booked us on the 10:30 flight.
Upon receiving our tickets, we ran to the security line and quickly made our way to the gate to see if there was still hope of making the 7:50 flight. The plane was still there, but the door was closed and your gate agent was turning other passengers away (including those who had arrived late on a connecting flight). I explained our ordeal to the gate agent, who simply provided me with some "United-style" sympathy: not only could he not re-open the gate, but he told me that he could understand the behavior of the ticketing agent because "management really makes us work some unreasonable schedules."
A perfect keystone ending to the most imperfect, flawed, and horrifying customer experience I have ever had in my life.
I realize that we can't legislate good customer service, and I suspect that no regulations were violated in this noble attempt by your staff to have us "fly the friendly skies." However, given the animosity that your employees seem to have for their management as well as their passengers, I hardly have faith in their ability to serve the public interest in other matters, including those involving passenger safety.
My girlfriend's mother passed away at 2:50 AM, shortly after we arrived in Portland. We will, of course, never know what we might have been able to share with her in the two and a half hours we burned sitting at a gate at SFO.
I certainly hope your agent's break was worth that price.
(Photo: piston9)
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Comments:
....wow. They really could have made it. This is just sickening.
While I understand it's unsympathetic for someone to do that, I imagine they deal with these "extreme situations" every day and it gets to the point where they can't tell if someone is lying or not, so they just don't discern the difference. I know that when I've been working my ass off through my break when I finally get to take one I'll tell people that I'm not doing anything either.
I understand the situation was different, I'm just saying put yourself in that chick's shoes, she was probably told she had to go on break as was indicated with "I have no choice" and while I understand she could have ignored the order and passed your ticket through, it's really not her fault for wanting to go on break anyways.
It wasn't meant to be.
Get over it, man.
Wow. That's terribly unfortunate for Mike and his girlfriend.
However, I can understand the ticket agent's behavior because in a lot of jobs, some of which I've worked, the boss considers doing any work whatsoever during your break to be one of the worst offenses and will probably fire you for it. The second your break begins, you stop doing your job and don't do it again until you're off your break, or else.
awful story, great email. hope someone gets fired (not that it will change anything). surely united can see this as a "retraining opportunity".
@Kaisum: What you seem to be missing is the fact that she "have a choice" and she DID "ignore the order" - she stood there and ARGUED with the man for ten minutes rather than issue the ticket, which would probably have taken all of three minutes. If she was standing there arguing with him, she certainly wasn't on her break, so what possible reason could there have been not to go ahead and issue the ticket - if only to shut him up and get him to leave her alone so she COULD go on her break?
@Micromegas: Sadly, agreed. Employers can get in big trouble with state/federal government for having workers skip (or take a shorter) break. That being said, the agent should have had someone there to cover for her. That, and her callous attitude, are inexcusable.
Why were they late to the airport? I am not trying to be heartless but I always get to the airport early. I hate when I am standing in the security line and see or hear a person trying to plead with people to let them cut in line because of [insert excuse here].
@Kaisum: Re: Lying:
Let's not forget that more than one tardy passenger has called in a phony bomb threat meant to delay their flight's takeoff.
I have come to absolutely despise the fact that in our society it has become acceptable to disregard the work you have in front of you in order to "go on break". Personally, I would never, ever leave a line of customers completely unassisted so that I could take my 15 minute break. Unfortunately, that's a very rare attitude. I've been in WAY to many situations where the sole person working a counter leaves a long line of people unassisted because it's time for them to go on a break. Where is the work ethic, the pride in doing a good job and the desire to help your customers? I would have been unbelievably furious if I were the OP here, even if I wasn't in a rush. I simply cannot stand the incompetence that some people possess that makes it OK in their mind to disregard their job so they can go fuck off for 15 minutes. This email should net him a couple of $100 flight vouchers, which will ultimately result in more frustration when he tries to redeem them (a horrific experience in and of itself).
Not defending the airline (would think if someone went on break, someone else would take over) ------ But laws are REALLY strict when it comes to breaks, how many hours a person has to work before they HAVE to take a break.
For example, where I work - I can't work more then 5 hours without a lunch. Even if I want to work for 6 hours and leave early for the day - NOPE, the law will not let me (even if I'm OK with it.) Of course I'm also on Salary, which means as long as I step foot into the building, I'm paid for the day - even if I turn around and leave (of course I'm sure they would fire me soon after if I abused that...)
But point being - the law is the law. I would guess the airline would have things like that very scheduled - that is when they are scheduled for a break - they HAVE to take a break or be fired.
Again, not sure why the airline would not have someone around to take over for the worker going on break......
Wow. Apparently OP was a member of a higher level of UA's FF program, as indicated by his use of the "Premier" reservation number. Qualifications to enter the Premier program are listed here -- [www.united.com]
Let's see what UA says about how they treat Premier members, or in their own words, "we put Premier® members first" -- [www.united.com]
Looks like they failed on all counts, especially regarding "Priority Check-in".
Seems like OP should vote with his feet, if he's going to keep up that level of airline travel.
@Kaisum: I used to have a job where my brakes were mandated and strictly observed (on my timesheet, I mean) and if I didn't take them I could get written up...which I did once because I was just too busy to take a break. I was told that no matter how busy... I HAD to take my break, because they couldn't pay me for the time I was supposed to be on break and they could get in trouble if I worked for that period without compensation. So its easy for me to imagine that this agent, if under the same regulations, and working at an airport where people are traveling or claiming to travel for an emergency all the time would get to the point where she would put her foot down. Don't know why she argued with him for 10 minutes though.
@Coles_Law: Exactly. This situation was a management failure. It's management's responsibility to ensure proper coverage of customer service positions, to include proper relief for mandated breaks.
@Esquire99: Breaks are mandated by many employers and employees can be harshly disciplined for not taking breaks.
This is why I fly Southwest whenever possible. The stupid ticket agent spent 10 minutes arguing with the customer about going on her break when it would have taken less than 3 minutes to process the transaction. When a situation of this magnitude presents itself, TOUGH! Work through your damn break, or get immediate assistance in your place.
What normal person would worry about getting fired or a company policy for helping someone who was rushing to their dying mother?
I just lost my mother Jan 18th to cancer and if I had run into this situation I most likely would have ended up in jail. I'm going to quote a comment I once read over at fark.
This story makes me want to get all stabby.
@Hyman Decent: I have, more than once, worked entire shifts without a break (at my own choosing) when the situation required it.
I can understand as well as anybody that when you've had a long and stressful day, a break is welcome, but sometimes it just isn't gonna happen. Putting off my break for a few minutes should not be a big deal.
What I can't figure out is if there was a line, why wasn't there another ticketing agent to relieve the one going on break?
@Coles_Law: Does this rule apply to paid breaks as well? I would think it would only be applicable to off the clock breaks.
They went to the airport as soon as they found out the mother was dying. I don't think there was a lot of pre-planning involved with this trip.
@taney71:
Did you read the story? It's not like they booked this weeks in advance. They were late because they were booking the tickets just hours prior to the departure
"The gentleman on the line provided me with a reservation number, informed me that I could pick up my tickets at the counter, and wished me the best of luck as the timing would be tight."
well, i know what airline i won't be flying with anytime soon.
assholes.
if they try to offer flight vouchers, i would get the local news involved to embarrass the shit out of them.
this is just unacceptable.
@AliyaBabasaur:
I'm aware that certain companies have somewhat strict "Break" policies, but I think that's an asinine system. Such systems are typically in place at companies where the employees can't be trusted to make any decisions whatsoever on their own, thus necessitating the company holding their hand and telling them when they must take a break. In jobs where fatigue can create a safety problem, it's a different story. But working customer service at an airport?
@taney71:
Did you read the article? This wasn't a flight they'd booked months, weeks or even days in advance - they'd booked to get on the next possible flight after receiving a call that a relative was very close to death. THAT is why they were late to the airport. I don't imagine they took the call at noon and sat around twiddling their thumbs for hours, do you?
I have experienced similar situations and again, it comes down to accountability. There is no system of accountability. The ticketing agent will not lose her job, and the manager will not lose his job. In customer service, the entry-level employee is so distant from experiencing anything that would motivate him or her to take the job seriously.
@coan_net:
The law varies state-to-state as to whether breaks are even required. In many states, the only thing actually required by the state law is a lunch break. However, it does appear that Oregon does mandate a 10 minute break every 4 hours, to be taken (if practical) in the middle of the 4hr work segment. So, assuming the employee in question was in the middle of her 4hr work segment, I think the "if practical" condition makes clear that she would have been just fine helping this guy.
Further, I absolutely despise these inflexible laws, especially when they are applied in situations where a break isn't really a necessity (a non-manufacturing or safety-intensive job). I'm pretty sure anyone working a customer service job doesn't need the state to mandate a 10 minute break for them.
@NotYou007: Better yet, what if that person who disregarded you so they can keep their job, needed that job so they can pay for cancer treatments? What makes your situation more important than theirs?
@jeffbone: I'm sorry for the OP's loss. I want to help him if he's interested in leaving United. You can vote with your feet and never fly United again.
Many airlines run not-advertised programs that will allow you to match your current airline flying status. For example, Delta sometimes runs a program where you contact them with proof of your current status (1k, elite, what-have-you) and you begin flying with Delta. You will jump to the equivalent status with the new airline.
Also, to Jeffbone: the entry-level tier of FF isn't very prestigious. You'll find that marketing babble on every program's site, but it isn't until you reach tier 2 where you start seeing real customer service. I don't even know if premier members are even allowed priority boarding.
@taney71: @Kaisum: Being in the Army, you learn that you take a break when you CAN take a break. You don't just halt in the middle of a project and sit on your ass. You get your work fucking done and then you relax. Taking a break before proper relief and without having finished your work is inexcusable. That ticketing agent is just a lazy shit.
@Esquire99: As people have posted, we need to know the laws imposed upon this industry and the specific state labor laws before we jump to a conclusion. As infuriating as this situation is, we really do need more information.
@YNinja: That's a whole lot of conjecture. As people stated elsewhere, we need more information before we can judge.
@Kaisum: Yes, breaks are mandated by law, but there are two logical holes in your arg
1) There was no one else around to do that particular job at that particular moment. It is more than reasonable to expect that there be at LEAST one ticketing agent on duty AT ALL TIMES. It would have been acceptable for the agent to say, "I am required to go on break now but I will find someone to do this before I leave."
2) The agent remained to argue with the OP for a full 10 minutes. So I'd say she was more concerned with being a dickwad than following any particular law.
good ol' human decency, where the hell does it go
@Esquire99: Except in California, where breaks are mandated by the state. And if you (as the employee) choose not to take your break, the company can be held liable (fined). I deal with mandating employee breaks in California all the time, and a lot of companies mandate break times for employees in order to follow all of California's work time rules.
In this situation, United should have had a second agent to take over for the person who had to go on their break.
@NotYou007: I too have lost a mother to cancer, and probably would have punched the agent in her ovaries. On the other hand, I have also broken ridiculous workplace rules to help people in need...this is not unlike the NYC train operators and booth agents who refused to help the rape victim, citing "company policy."
Also, I too am disappointed by United's actions taken.
However, we really need to be more informed on this subject before we know how to respond or where to channel our anger.
The amount of time that passed between United was contacted and that 7:20 time.
What are the labor laws applicable to this situation?
Can the airplane door be opened once it is locked, even if it sits there idle as they prepare to disengage from the terminal?
Is there any other information we should know before we know how to be angry or to whom we should feel anger? Being angry at a company logo or name isn't very effective. We want to know exactly who to contact so that we may observe the system in order to suggest positive changes.
@Blinky987:
The applicable labor law is Oregon's state labor law.
[www.boli.state.or.us]
I'm not sure how the amount of time that passed is relevant.
The airplane door technically can be opened, but many airlines have a policy that generally don't allow it to be opened once it's closed.
@Blinky987:
[www.boli.state.or.us]
There ya go. There appears to be ample room in the law for her to have stayed and helped him without running afoul of the law.
@YNinja: Yes, but being in certain industries and being aware of certain state laws, sometimes employees are forced to take breaks or risk termination or a fine for their employer.
If some asshole idiot higher up is going to fire me for helping someone who is rushing to the bedside of their dying mother I don't want to work for that company to begin with and would be happy being homeless knowing that I helped someone get to the bedside of their dying mother.
Silver-bolt you are nothing but an asshat troll. Grow up and grow some balls and learn to stick up for others instead of only worrying about your self. Again, you are nothing but an asshat.
@Esquire99: It's not just certain companies, or certain jobs. Working conditions in the US - including breaks, paid and unpaid - are generally regulated under USDOL/ESA law, which is federal law. Individual states may have additional, stricter rules in place.
So on the one hand, it's entirely possible that the agent was telling the truth and that she was "required" to go on her break at that moment. But, as I said in another comment (which hasn't shown up yet), what invalidates her entire argument is the fact that she DID NOT IN FACT GO on her break, but hung around to argue the point. If you're going to violate company policy and possibly federal law ANYWAY, go ahead and issue the damn tickets.
I commend the OP, because if that'd been me, there'd have been bloodshed.
I'm sure that break was really that important, especially if the agent took another 10 minutes from the time her supposed break began to argue with the passenger. If you can't assist the customer, at that point just suck it up and pass it over to someone that can. Don't just say sorry, I can't help you.
No one likes to be told no. In so many words, the agent assumed they were being told "no" because they were being pulled away from their break to help a passenger that may or may not be telling the truth. The full transcript of the conversation does not exist. I would have liked to have heard the passenger's pleas versus the lack of compassion from the United worker. Even if it only proves United failed, it could still give us clues as to what we might be able to do as educated consumers when we are faced with brick walls.
@JMB:
In states where breaks are mandated, there's a difference between not taking your break at all, and delaying it to a time when it's appropriate to do so. In this case, it was not an appropriate time to teak a break. I can't imagine the CA law is so specific that you have to take it at a specific time, no exceptions, or you're in violation.
God, I want to cry.