After spending 15 minutes trying to find locations of United Airlines offices in the US on their site and Google, I finally found on Wikipedia that United closed all offices in the US during their bankruptcy. Their offices search page makes no mention of this major customer experience flaw.
The Wikipedia entry also informed me that “On February 1, 2006, United emerged from Chapter 11 bankruptcy protection under which it had operated since December 9, 2002, the largest and longest airline bankruptcy case in history.”
Now, how much would it cost for them to stick 1 person in a tiny office in the 3 largest cities in the US to avoid sending each and every customer to the airport when needing to get an in-person ticket as I have to? I’m next to livid. Driving through traffic in huge cities to redeem a voucher nearly negates the value of a voucher.
Maybe that is part of the plan to get out of bankruptcy. Argh. I knew it was too good to be true.
Good news – within days of emailing United I got this helpful response:
Thank you for contacting us. You are one of our most valued customers,
and we appreciate the opportunity to respond.
We do have a customer support staff dedicated to our web site. You may
reach them by calling 1-800-589-5582. Or, you may review frequently
asked questions at united.com by clicking on "Customer Service" then
choose a category.
Thank you for your loyalty to United Airlines. It is our privilege to serve you.
I guess they don’t know the answer either.