United Airlines had a decidedly less-than-stellar week when it came to dealing with larger-scale customer service issues. Just days after the company faced the ire of travelers who had to spend the night hunkered down at a cold Canadian military base, the airline found itself on the receiving end of more backlash after nearly 300 passengers and crew were made to wait five hours on the tarmac and sleep in a closed terminal after their flight was diverted. [More]
Disruptive Passenger Leaves Fellow United Travelers Stranded In Belfast Terminal For Nearly 24 Hours
Just two days ago the American Customer Satisfaction Index revealed that Spirit Airlines was the worst when it comes to, well, customer satisfaction, and it seems the airline is wasting no time in confirming that it earned its low scores. Just ask the Michigan high school baseball team that had to fork over thousands of dollars for a chartered bus after being told they would have to wait an extra week to rebook their canceled Spirit flight. [More]
Look, it’s not United Airlines’ problem. Yes, they canceled the second leg of Neil’s wife’s flight, the part that was to bring her from Newark to Rochester, N.Y. They put her on a plane from Newark to Rochester. I mean, yeah, the plane didn’t take off until 10 P.M. and arrived too late for her to get a rental car or for anyone she knew to pick her up. Isn’t flying her to Newark enough? [More]
After the electricity failed, passengers on the MSC Opera luxury cruise ship found themselves stranded at sea for three days, reports The Daily Mail. The toilets stopped working, there were blackouts, water was in short supply and at one point, passengers were only given rolls to eat. Then they rebelled. [More]
This weekend, Sean spent a miserable seven hours sitting in the aisle of a packed Megabus traveling between two East Coast cities. The company had taken too many reservations for the overnight bus, and had
four five more passengers than seats. The last four five passengers had a choice between two incredibly crappy options: be stranded overnight in the city of departure and miss their connections, or crouch in the aisle, cursing Megabus with every mile. Sean and his companions went for the second option. [More]
Andrew says Orbitz screwed up his trip to New York by booking and charging him for a room at a hotel that couldn’t honor the reservation. He arrived at the hotel at 9 p.m., but there was no room waiting for him. [More]
A man in California ended up fighting with Expedia over compensation after his kids, ages 12 and 16, were left stranded overnight in a Virginia airport, because the airline wouldn’t let them board the connecting flight without being accompanied by someone 18 or older. The man told Expedia the kids’ ages before buying the tickets but the company’s system didn’t send up any red flags, so he thought the trip would be fine. [More]
A Greyhound security guard threatened a stranded passenger in Memphis that if she spoke with a reporter from the local news, he’d kick her out of the bus station. The reporter was there to look at why a group of passengers had been left stranded for 2 to 4 days without any communication from Greyhound, and without any sort of meal or lodging help. [More]
Justin was thankful for helpful, on-the-spot service from American Express when his card was declined while traveling. The replacement card AmEx sent him was less than helpful, however, given its less than adequate limit. [More]
Greyhound left an 88-year-old woman, along with around 30 other passengers, standing outside a locked bus station on Thanksgiving Day on a trip from Chicago to Detroit. Roxanne, who was one of the abandoned passengers on the sidewalk that morning, says that was just the final insult after an entire day of failure on Greyhound’s part. She sent a complaint to Greyhound’s executives on December 5th, but it was returned. Here is her summary of what happened. [More]
Here’s a nice holiday-themed story of how a kind Comfort Inn driver not only helped out a group of stranded travelers, but even agreed to take them to get food after they checked into their hotel. Maybe he was hoping for some big tips, or maybe he’s got some grudge against the local Holiday Inn. (Or maybe he’s a nice guy.) Whatever his motivation, he probably just earned some repeat business for Comfort Inn. [More]
We’ve always heard good things about Zipcar—the biggest complaint from friends here in NYC is that reserving one in the summer requires a lot of patience. Jen and her friend, however, just had an experience that was so bad that Jen finally had to dispute the charges on her card, and now she says she’ll never do business with them again. Based on her encounter with them, we think she has a good reason to feel that way.
Bank of America has cut off Shannon’s debit card and says she has to get a new one. This would otherwise be a minor inconvenience except for the fact that Shannon is in Irkutsk, Russia on a 2-week Trans-Siberian trek.
Skye is on a boat in the middle of the Pacific Ocean without any way to pay for things, because Citibank canceled his card due to a security breach and didn’t bother to warn him first. What’s worse, they’re making him call repeatedly to try to fix it, which is costing him $3.50/minute because he’s in the middle of an ocean.
Ryan’s wife is currently traveling alone with their 3-month-old son on the way to an unexpected funeral near Salt Lake, Utah. Despite the fact that she paid for the rental up front as part of an Orbitz package, the local Hertz jerks are refusing to give her the car unless she goes to an ATM and brings back $200 cash, which they say they will mail back in check form a few weeks after she returns the car. Even Hertz says this isn’t their policy, but they can’t seem to stay on the phone long enough to help Ryan and his wife.
It looks like American Express is still in the throes of its “risk management” craziness and closing accounts without visible reason. Did Chris, who was just left stranded while on a business trip, shop at the wrong store? Did he fail an internal financial review that nobody told him about? Whatever the reason, it’s a good example of why you should have more than one credit account when traveling, so you don’t have to rely on the whims of any single faceless corporation.
Earlier this month we shared Jason’s tale of incompetent Verizon Wireless Roadside Assistance—how the operator “helping” him acted like she’d been huffing paint on her break, and eventually just abandoned him with a “Sorry, I can’t help,” left on his voicemail. Verizon saw Jason’s story and contacted him about it. Below is the follow up he sent us yesterday.
Here are the morals of this story: