I called United to book a one way flight from LA to Dallas, but the person I spoke with could not speak English very well. After repeating, again and again the date of travel, this person finally managed to check the schedules and found a morning flight. I listened carefully, without interruption, to the flight times and flight numbers. United's agent said, "OK, sir, I have you booked on flight XXX from LA to NY to Dallas. Can I have your credit card information please? I thought it strange that a United flight would travel across the USA to NY, turn aound and then fly to Dallas. I asked the agent if there was a more direct flight available and he replied, "No." I then said to the agent, "Why is it necessary to fly first to NY and then to Dallas." The agent replied, "Sir, this is our schedule. A short lay over in NY and then to Dallas International." Dallas International? I lived in Dallas for many years, and always knew the airport as DFW/Dallas Ft. Worth. Are you talking about Dulles International (not Dallas) in Washington, DC? The United agent replied, "Yes sir, of course." I said, "No thanks," and hung up the phone. I was seconds away from giving this United agent my credit card information for an incorrect flight because of his inability to understand English. Last week I again telephoned United and was again connected to an agent with less than perfect English speaking ability. I hung up the phone. When I spend hundreds of dollars, if not thousands, on a particular product I become more cautious. And when I have trouble communicating with a vendor about such products because of a language issue, then I become wary and concerned that my questions and/or instructions will be either misunderstood or ignored. Find another vendor. United needs to understand that it's employees become their public image. And employees that cannot communicate properly will give the public a bad impression of United. United apparently does not understand that poor communication means poor customer service. And poor customer service always means a loss of business. Another issue is trust. It is my choice where to spend money, and with whom to travel.
|Los Angeles to Dallas|