United Airlines Provides Traveler with Horrible Customer Service Experience, No Eye Contact

Customer service is not about being a presence. It’s not about the customer always being right. It’s about being listening to customer and potential customer concerns and being respectful. I did not experience this on my most recent excursion with United Airlines.

Yes, United Airlines. Red, white, and blue. A company logo that symbolizes American pride. Flying the friendly skies…

… with a company that has no clue how to treat its customers.

I’ve flown United quite a bit in the last three years and accumulated a decent chunk of reward mileage—more than enough for an upgrade to Economy Plus to have six more inches of leg room. On September 16, 2009, I checked in for my flight to Tokyo and approached the United Airlines customer service desk next to the gate where I was set to board the flight. My plan was to redeem the points that I’d accumulated to receive an upgrade—something I’d been looking forward to for weeks after finding out that my mileage exceed the amount needed to move up.

A woman, probably in her 50s, greeted me, and I asked about using my points for an upgrade. Without looking up my United Mileage account to find out how many points I had, she looked at my boarding pass and said, “You can’t. You don’t have the right letter on your ticket.” Now, I never visibly get upset immediately, so I played it cool and said in a very calm, unaggressive tone, “But I have enough points for the upgrade.”

So she asked for my account number, took a quick glance and said, “No, you don’t have the right letter on your ticket. In order to get an upgrade, you have to have a ticket with a certain number on it.” Totally confused, I asked, “How do I know what letter I get when I order my ticket?” to which she responded, “If you bought this through an agent or Expedia, you need to ask them for tickets with [insert whichever letters she said here], which are more expensive.” I asked, “So I can’t get an upgrade just because I didn’t buy a more expensive ticket with a specific letter?” And then she says in a harsh voice, looking down at her computer:

“I know you’re not going to argue with me.”

Whoa. I was totally startled. This lady was being completely unreasonable and giving every reason as to why she couldn’t upgrade me, and then she throws this disrespect in my face. Without possibly getting kicked off the plane without even stepping onto it, all I could think of saying was, “So, in order for me to upgrade, I need to buy a more expensive ticket? That doesn’t make any sense.” “Her response? “To upgrade, you need to buy a more expensive ticket. If you want to upgrade, you’ll have to pay $115 for an Economy Plus seat or $650 for an upgrade to Business Class.” And then, she straight-up walked away…

Walked away!

All this happened with her making absolutely no eye contact with me. The closest she got to looking at me was looking at the person behind me in line; all other times, she was looking down at her computer or turning her face to the side. Written words alone could not explain how rude this woman was to me and how, from the beginning, she didn’t seem to care about anything I said. It was just a complete failure of showing any forms of life in United’s customer service.

So, I walked away. All I could do was tweet about my experience and call my mom. I was heated. Never in my life had I been treated with such disrespect. I only worked in retail/customer service for three years, and not once did I treat anybody like that. Not once. Not even the times when I knew a customer was wrong. Not even when customers yelled or swore at me. In this situation, there was no compassion in the so-called “customer service” that the United Airlines representative gave me.

After venting on Twitter and to my mom, I sat down, vowed to never fly United again, and listened to music to calm me down. Then, my name comes over the loud speaker to come to the customer service desk. A different lady has me come to the front of the line and says “We moved your seat. We have a family that wants to fly together. You still have a window seat, but it’s on the opposite side of the aisle.”

Yeah, I mean, it’s not like I chose that side for a reason. Don’t worry United. I enjoy opening my window and having the sun shine directly in my face. Eyesight is overrated anyway, right? I once again vowed to never fly United Airlines.

Re-enter headphones for a sleepless 10 hours sprinkled with various complementary drinks. I was determined to dispel my bad experience and arrive happily in the land of delicious raw horse meat and colorful Ferris wheels.

So, what’s this post about? Sure, maybe I was wrong and didn’t read the fine-print of the rewards mileage program—however misleading and contradictory it is to say “Free upgrade… if you buy a more expensive plane ticket”—but this is more about treating people with respect. I didn’t feel like a valued customer in the eyes of United at all.

Looking at what’s being spread around on the Internet, primarily fueled by social media, it looks like others are getting fed up with the lame, disrespectful customer service that United Airlines consistently provides. Good examples of these are Dave Carroll of “United Breaks Guitars” fame and the more recent track suit-wearing executive from Best Buy.

My Trip to Japan – Part 3 of 3

On Sunday, September 27, Yang’s dad ever-so-kindly drove me, my mom and dad, and Yang up through Tokyo.

In the morning, we went to the Toyota Showroom in Odaiba, a man-made island in Tokyo. The picture on the left is of a Lexus hybrid sedan. Lexus has a small section in the Toyota Showroom that shows off about five cars, depending on new model releases.

Droppin’ knowledge: Lexus is a division of the Toyota Motor Corporation in the United States.

From the Toyota Showroom, we went to Tokyo Tower. The main observation deck is 492 feet from the bottom of the structure; for all you Seattleites, that observation deck is 28 feet shorter than the observation deck on the Space Needle. In any case, both are high off the ground and have great views of both respective cities. The two pictures below are of Tokyo Tower and one of the many views from the main observation deck.

After spending about an hour in Tokyo Tower, we made our way to Yoyogi Park so that I could say “bai bai” to my friend Brook. After getting lost in the gigantic park, I finally found him and it took a good while to say “See ya.” He really knows how to find a good time when I’m in Japan.

Then, we drove to Asakusa—more specifically, Asakusa Shrine, which really caters to to tourists. The picture to your right shows a crowd of visitors in the strip-mall area of Asakusa Shrine. It’s a neat area because a lot of the buildings and shops are old-fashioned looking. My mom and dad bought a few gifts for folks back home and walked down some of the residential streets and alleyways. Contrary to what you see in the picture, by the time we left Asakusa Shrine, it was dark outside.

Yang’s dad had to meet with a work customer, so he dropped us off next to the Imperial Palace in the heart of Tokyo. Good news was that the area wasn’t busy. Bad news was that it was dark and impossible to see the palace. Serious bummer. So we walked a few blocks and took the train back to our hotels in Yokohama.

On Monday, we all took it pretty easy. I met with my parents in the afternoon, and we went to Yokohama Chinatown and my parents bought more gifts for people at home. Then, thinking that there was a place for us to buy glasses on just about every block, I took a taxi with my parents to where Yang’s parents lived. I was wrong. No place to buy glasses, except for the one place in a department store… where the Fendi, Burberry, and other luxury brands cost $200+ for frames and lenses. No thanks. I was looking for glasses that cost $50. When Yang was available to meet us around 3pm, we walked to her parents’ place, and then from there, we drove to Yang’s dad’s work office. Then, we drove to a Chinese restaurant that Yang’s aunt’s friend owned. The food was delicious! After being stuffed with food and hydrated with alcohol, we went home and slept well.

Tuesday, September 29, was our last full day in Japan, so Yang and her parents took me and my parents to a place near Mount Fuji called Hakone, which is popular for its natural hot springs. The drive took about two-and-a-half hours, but we stopped for my parents to buy more gifts. After another 30 minutes of driving, we reached our main destination for the day. Time to walk! The air was filled with a strong sulfur smell from the various natural hot springs in the mountain. We passed by a bunch of the hot springs (see the picture to your left), and when we reached the end of the trail, we bought eggs that had been hard-boiled in a hot spring. They were pretty good. Just peel the egg shell off, dash a little salt on it, and indulge. Too bad it gave me a stomachache an hour later.

After eating a corn-flavored soft-serve ice cream treat, we drove to an outdoor art museum. It had a bunch of structures and a sizeable acreage to explore artwork. We even had the chance to get lost in a maze. Once I got in, I realized that there were flowers growing on the top of the walls. How precious… until I realized that the plethora of flowers were attracting bees. Lacking any sense of direction and worried that the bees would maul me, I, naturally, was the last one out of the maze. The last thing we did before leaving the outdoor art museum was soak our feet in a hot bath. If you don’t have access to a foot massager (human or machine) or if you’re too shy about your machete-like toenails, soaking your feet in hot water provides some good, temporary relief.

Heading back to Yokohama, we took a detour to Kamakura and visited the Great Buddha (see image to your right) of Kamakura at the Kōtoku-in Temple. This is the second time I’ve visited the temple… and for the second time, I wasn’t able to go up into the giant statue. Outside of the temple, the street is lined with small shops and traditionally decorated buildings. When we left, darkness hit us pretty quickly, even though in this picture, it looks fairly bright outside. We hoped in the van and made our way back to Yokohama.

Before going to dinner, we had some time to spare, so we stopped by a ferry terminal near the restaurant that we were going to. While doing some walking, below is a picture I found:

I can’t read most of the kanji in the sign, but I’m guessing it reads something like “Smoking results in a fail-whale situation. No smoking.”

We had a pretty awesome Chinese food dinner—and I’m not talking about General Tso’s chicken and egg fooyung. Unfortunately, I don’t remember exactly what I ate, but I know it was good stuff.

The next day, September 30, was our last day in Japan. Yang and I had to pack like crazy because we had our stuff—dirty clothes included—scattered on the floor of our hotel. My parents had already finished and just hung out around their hotel until Yang and I came by. Yang’s dad picked us up at my parents’ hotel and we started our drive to the airport. On the way there, we took a shortcut through the Tokyo Bay Aqua Line, an underwater freeway, and stopped by Umi Hotaru, which is a man-made piece of land containing shops and restaurants and looks kind of like a ship. We were in a hurry, since we underestimate how long it would take to drive to the airport, so we only stayed at Umi Hotaru for about 15 minutes. We got to the airport about 1 hour and 15 minutes before our plan was set to take off. Oops. We had a quick tearful “peace out” and power walked to our terminal… on the opposite side of the airport. We hopped on the plane and we were set. Eight hours later, we landed at SeaTac.

And that’s it! My trip to Japan in an nutshell… or blog, whichever you prefer. I hope you enjoyed it. :)

For more pictures of my trip to China and Japan, visit my China & Japan – September 2009 photo set on Flickr. If we’re friends on Facebook, you can view a few more pictures on my Facebook profile.

My Trip to Japan (er, China) – Part 1 of 3

I left Seattle in the afternoon on Wednesday, September 16; flew into Chiba, Japan, on Thursday, September 17, in the late afternoon; and caught a morning flight to Dalian, China, on Friday, September 18.

My favorite part about China has got to be the food; the tastes and types of food are totally different than what we’ve got in the United States. And, as a visitor, I am asked to drink alcohol as part of the whole dining experience with family members and family friends. It’s not exactly a leisurely drink—it almost seems like a sport. Someone will raise a glass of some throat-burning, Chinese-brewed drink, and those playing the game will drink everything in the glass (clarification: strong stuff is in a shot glass; beer is in a typical beer glass). It’s fun but difficult when I’m supposed to have energy when I’m around others. Anyway, I’m sure you know how that goes. :)

On Sunday, September 20, we did a few things:

1. In the early morning, Yang’s family and a few of their friends banded together and we went to their family gravestones to pay respects. The climb was only about 15 minutes, but we spent about 30 minutes at each site. There was a ton of mosquitoes, but it was a nice experience.
   
2. Yang and I had our wedding reception at the hotel we stayed at. There were about 70 people in attendance and it lasted for about two hours. During the reception, we did the usual rituals: took pictures with people, thanked people for attending, cut cake, ate, drank, and talked with guests. After people started leaving, we got in a car and the driver took us to various spots to get our pictures taken and have another guy take short videos of us that he’ll edit into a compilation video.
   
3. After having our pictures taken, about 15 of Yang’s family members and I went to a restaurant for my father-in-law’s birthday. By that time, I’d had enough of alcohol over the previous 48 hours, so I refrained from drinking.

Other than eating good food, drinking potent liquor, climbing the mini-mountain, and having the wedding reception, I walked around Dalian with Da Xuan—one of Yang’s family friends. Since I don’t speak Mandarin Chinese, getting around is pretty difficult, so I always had someone else with me and we didn’t venture too far out of the city.

Yang’s brother, Pon Pon, showed me this iPhone application. Apparently, it teaches you how to be a better kisser. It’s pretty simple, you pucker up, kiss the screen, and it rates how well you did.

And, as a heads up, I was unable to access Twitter or Facebook while in China.

For more pictures of my trip to China and Japan, visit my China & Japan – September 2009 photo set on Flickr.

Public records don't seem so effective after they've been confidential for 50 years

Public records are now available regarding a pilot who was ordered to take out a UFO during the Cold War era. Here's my theory on the UFO phenomena and the lack of mainstream publicity it has yet to receive.

There were a ton of UFO sightings during World War II and the Cold War era. High-ranking military officers and government figures weren't as aware of UFOs, so they probably thought that the sightings were the results of overactive imaginations of the general public. But, as airplanes became more common, particularly during those two times of constant air patrolling, UFO sightings became increasingly common among military officers. The officers were probably required on a case-by-case basis to deny the sightings to the public or to completely disregard it or suffer the consequences by the government and military.

Well, now, most of these pilots are older and don't have much to lose if they proclaim that what they saw or were told by the government was, in fact, true. The first military figure that comes to mind is Philip Corso. He published his accounts of what happened during the Roswell incident in a book titled "The Day After Roswell." The next year, he died. I really wouldn't be surprised to see more military officers confessing their encounters with UFOs during the mid-1900s.

I think the idea that "the public is ill prepared to come to the realization that we are not the only beings in the universe" is a gross assumption. And, even if we aren't prepared to know that there are other beings out there, I think being educated about it would be more effective than discovering the facts by an incident or incidents that would cause worldwide panic.

ICE, scream

One of the benefits of paying for a data plan for my cell phone is that I get to read the news while I'm on the bus heading to and from work. This one happened to catch my eye, and I hope you'll find it as disturbing as I did.

The Associated Press, courtesy of MSNBC.com, reports that Jazz, a subsidiary of Canadian airlines Air Canada, will be removing life jackets to save on fuel.

TO SAVE ON FUEL.

Is this what's it's come to? Jeopardizing lives to save a few bucks on fuel?

One plane, which carries up to 50 people for regional flights, contains 55 pounds of life jackets. The company is now telling passengers to use the seat as a floatation device.

Um... does that mean I need to stay buckled into my seat until the airplane captain says it's OK for me to release my seatbelt?

I hope Air Canada doesn't try to play this as being an environmentally friendly solution. I really don't think losing 55 pounds on a flight will decrease fuel consumption any more than if they stopped serving Pringles and gin on the plane.

Or, maybe they should've told everyone on the plane that they can't use the bathroom the entire flight. I mean, c'mon, the airline only flies a short distance. Customers can hold it in for a few hours, right? Puh-lease.

P.S. The acronym ICE (in case of emergency) is a handy contact in a cell phone. Many police and emergency teams know that the acronym stands for "in case of emergency."

For example, if you're out partying on a Wednesday night because, hell, it's a Wednesday night, and just to happened to pass out on the sidewalk, the police or a medical crew could call your contact(s) listed under ICE. What better way of letting people know that last night was a night to remember... or completely forget...

... Or... um, how'd I get here?