I have been a United customer for ten years, and have been an exclusive customer for about five, but I have found that I am growing more and more dissatisfied with the service I receive at the check in counter in
On my flight today, I spent 30 minutes (from 6:46 to 7:15 or so) at the counter (after waiting in line). On my last trip I spent a similar amount of time, and only got assistance when I refused to allow the staff to walk away from me again. Today, several of the staff were not greeting customers at all, only demanding documents; while standing for 30 minutes I heard one man in particular do this repeatedly with other customers. The person who eventually assisted me was polite enough, but after I put both of my bags on the scale, she grabbed the small, half empty one, and checked it in. After it was gone, she told me that I would have to pay 25$ on the second bag, as it was over weight. If she had mentioned that flights to Japan were limited to 50 (as opposed to 70 as on other flights) before, I could have easily balanced the bags under that weight, and when I said that, she told me I should have put the heavy bag on first-but they were both on the scale and I had already told her both were mine.
I have been a loyal customer, and still find every aspect of service, other than the check in staff, to be great, but even considering the miles I have built up, I am not sure that I am willing to continue to deal with the aggravation I repeatedly experience at United’s check in counter. The staff seems to think that they can behave like TSA personnel, and that I just have to deal with it. It makes me think that I should just pay more and fly ANA or JAL and receive exceptional service for my money.
Sincerely,
PS: The check in staff in
