The tag line for United Airlines should be "where customer service isn't a priority." The lady at check in was rude from the get go. They oversold the plane, asked our flyer if he would delay his flight because they overbooked the flight. He wasn't able to because he had to be back in New York. At that point she became rude, amd started carrying on a snarky conversation with another with a another ticket checker. She said in a snarky tone "since no one is volunteering 3 of you will be kicked off the plane anyways so you wont have a choice."
We weren't flying only our oldest son was, so my wife asked how they choose who gets kicked off, and the lady defensively says "I dont make that choice, its random". My wife asked how they allow the flight to get over booked? (All this was because we were trying to figure out if we needed to stick around if he was at risk of getting kicked off.) Again defensively she said "I didnt oversell the flight." My wife was not rude or attacking in anyway, she was just trying to figure out how things work so we knew what we needed to do. My wife finally said this time finally matching the snarkiness "wow, i hope you had a good holiday" to which the lady replied "I hope you have the day you deserve". You could tell she was sitting on this very unoriginal response. She probably uses it several times a day with all the people who match her tone. Seems she has the day she deserves daily. I get this lady probably deals with aggressive people regularly but she needs to read the room on who is being aggressive and who is trying to understand something.
The front desk is not where she needs to be, as interacting with the public is a strength of hers. read more