Consumerist
complaints
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dress codes
United Says No Track Suits In First Class
How casual is too casual for an airplane's first class section? If you paid for first class, and a bald guy in a Puma running outfit sat down across the aisle from you, would you honestly feel short-changed? United seems to think it's inappropriate. More » -
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revenge
United Airlines Loses "United Breaks Guitars" Singer's Luggage
Dave Carroll, the musician who recently wrote a catchy new jingle for United Airlines, told the New York Times that on a flight with United this past Sunday they lost his bag. What's worse, United employees wouldn't let him leave the baggage area for more than an hour because they said the bag was just delayed. United told the paper, "We will fully investigate what regretfully happened."
"With Video, a Traveler Fights Back" [New York Times] (Thanks to Alan and Ray!)
(Photo: Doug Letterman) -
slight savings
United Lets You Pre-Pay Your Baggage Fees
United has just announced a program where you can pay $250 to have their normal checked baggage fees waived for a year. The plan covers 2 bags per passenger, up to 8 passengers "traveling under the same confirmation number." Current fees are $20 for the first bag and $30 for the second, so if you travel solo a lot and always carry two bags you'll have to make six trips before you enjoy any savings. On the other hand, if you've got a big family trip planned in the next year, this may be a way to shave a little off the fee gouging. But only if you're stuck with United; BestFares.com notes that "SouthWest offers 2 free bags for free and JetBlue offers the 1st bag free."
"Premier Baggage" [United via Best Fares]
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songs
Dave Carroll Launches Second "United Breaks Guitars" Song And Video
Musician Dave Carroll hit the jackpot with his first song, "United Breaks Guitars," last month. The song, the video, and the subsequent media coverage formed a perfect anti-ad for United's poor handling of customer property. Now he's released the second of his planned three-song cycle and this one has more of a "we could have had something together" feel to it. Like any sequel, it's about 600 times more elaborate. We'll always love "United Breaks Guitars" most of all, but it's great to see Carroll continue his one-man shaming of an airline for not doing the right thing when it had the chance.
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public relations
Did Dave Carroll's Broken Guitar Videos Cost United $180 Million?
The Times of London claims that public relations fallout from Dave Carroll's catchy videos panning United Airlines for breaking his beloved $3500 Taylor guitar and then denying his damage claim may have cost the airline's shareholders up to $180 million. More » -
airlines
Sunwing Airlines Also Breaks Guitars - Then Replaces Them
Musician Dave Carroll told us that United breaks guitars, but did you know that other airlines break guitars, too? Oh yes!
...You probably could have guessed that. More »
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follow ups
Dave Carroll Says No To Guitar Hush Money From United
We officially love Dave Carroll now. Not only is he cute and a good singer, but he's classy (check out how he defends the United employee in this video response) and has principles. The best part is at the end he encourages us to stay tuned for song #2. United hoped it could pay for the guitar and put an end to the bad publicity—but it looks like you're not getting off that easily, United. Check out the full video response below. More » -
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Dave Carroll's "United Breaks Guitars" song and video EECB appears to be having the desired effect. Check out this tweet from United. [Twitter] (Thanks to Chris!) Update: Dave Carroll responds.
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songs
United Breaks Guitars
When United Airlines broke Dave Carroll's $3500 Taylor guitar in the the spring of 2008, he contacted them to ask for compensation. After all, he and other passengers watched from the plane as United baggage handlers actually threw his guitar around on the tarmac. United said they wouldn't pay for the damages, so Carroll wrote this catchy song about how much United sucks. We think it should go in United's next ad campaign. More » -
travel
Big Airlines Cramming Even More Seats Into Coach
If you're looking for the most legroom, look to the low fare carriers because the big airlines are cramming more and more seats into coach, says the WSJ. More » -
airlines
United, US Airways Bill Higher Baggage Fee As A Way To Save. Huh?
United and US Airways will soon charge an extra $5 to check bags at the airport, charging $20 for the first bag and $30 for the second. Since it will still cost $15 and $25 respectively to pay for checked bags online, United thinks they can herald the chance to "prepay & save!," while US Airways boasts that they now have a "lower fee online!" More » -
above and beyond
Seizure Prompts Wonderful Service From United
United couldn't have been more understanding and helpful after reader Chris' wife had a seizure as they flew from Sullivan's Island, SC to Winnipeg. The flight attendants onboard offered to divert the flight to Chicago, but the couple decided instead to power through. United's staff met them at the gate along with paramedics, and offered to rebook them on the flight of their choice. If they wanted to stay the night, United said they'd be happy to pay for a hotel room. Chris' takeaway perfectly captures the spirit behind our Above and Beyond posts: "Even if United is a horrible company," he writes, "there are still nice people there, and sometimes even big companies surprise you." Chris writes: More » -
travel
United: Move To An Empty Row For Only $156
Reader Matt is annoyed with United Airlines. On a flight from Minneapolis to Denver the passengers were crammed into coach — but there were entire unsold rows in the "$39 extra" section. More » -
united
United: If You Can't Fit In One Seat You Need To Buy Two
Starting today, United Airlines has a new policy. If you can't fit into a single seat, you need to buy another one or stay behind. More » -
iphone
United's Lost And Found Sounds Like A Good Place To Score Free iPhones
Jason is one of those people who loses things all the time. He must be like Santa Claus to the people working for United at the San Francisco International Airport, because when he passes through their terminal, he leaves awesome presents behind. We can't say for certain that a United employee stole his iPhone, but the last he heard of its whereabouts, it had been found by United crew members and was on its way to their Lost and Found—which won't return his calls or emails. More » -
united
United Promises There's No Fee, Then Takes $150 Out Of Your Account
We all know that just because a rep on the phone promises you something, that doesn't mean it's necessarily true. But in Alan's case, two different United reps both confirmed, repeatedly—he asked several times before completing the purchase and again before canceling—that he could cancel his tickets within 24 hours of purchase without paying a fee. A week after he canceled, he was hit with a $150 non-refundable fee that one United rep admitted was a new policy that wasn't in writing—but United still refused to reverse it.
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surprise
United Sets Woman's Luggage On Fire
United may be trying out a new revenue idea: the don't-set-my-bags-ablaze fee. Shannon Tadel's luggage was incinerated as she boarded a plane in Syracuse, NY on December 1st, 2008. The cool thing about this sort of story is she got to see the inside of a cockpit! The not so cool part is what happened next:
"[The pilot] said, 'Do you see that over there? That's your luggage,'" Tadel recalled. She looked out the plane's window and saw a man with a hose and a big plume of smoke.
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