I have had a Sidekick since 2004...but haven't blogged here yet!!

I hate to start off my blog...my very first post here...with negativity. But this is what is currently going on in my life...so, here you go. :)

This is the letter I have sent to United Airlines Customer Relations, United Airlines Media Dept, United Airlines President & CEO, United Airlines Vice President & CEO, Sky West's Customer Relations, SkyWest's Media Dept, Air Canada's Customer Relations (I emailed and faxed as well as sent hard copies). [I sent it to Air Canada because they are part of Star Alliance and I thought they would like to know what their partner is doing.]

To Whom It May Concern:

I want to express my sincere disappointment with recent circumstances regarding United Airlines.

On December 31st I was on Skywest flight #5808 from Winnipeg to Chicago and on United flight #111 from Chicago to Los Angeles. After sitting on the tarmac for some time on flight #5808, we were informed by the pilot that they were dealing with some weight and balance issues.  Little did I know my bags would be taken off to allow for this "issue" to be taken care of.

My husband and I checked a total of three bags (UA588997, UA588998 & UA588999) and only his (UA588998) arrived in Los Angeles. Upon the start of the lost baggage claims process, I had to deal with consistently disappointing customer service. The Customer Service agent at LAX that helped me on December 31st was an Asian woman in her forties. She had short dark hair that was slightly curled. Her behavior towards me was exceedingly discourteous as she avoided eye contact with me and spoke to me in an uncaring and inconsiderate manner. After filing a ticket for me she informed me that I could call the 1-800 number in a couple hours. She rudely dismissed my following questions, which were asked in a polite manner, in order to end our interaction as quickly as possible. Rightfully so, I was concerned about the very important belongings contained in my bag and wished to know how the process would be carried out.  I wanted to ensure that the agent had the correct description for my bags and that I would be able to get a human on the line when I called the 1-800 number. I also was curious as to how the service would be affected, seeing as it was New Years Day and a holiday. The Customer Service agent basically told me there was nothing she or the company could do and it was too bad.

After leaving the airport, I tried the 1-800 number because I did not want to get too far away from the airport and be unable to figure out what was going on with my luggage. After calling the number four separate times, I was consistently informed that I would be transferred to a Customer Service agent and then subsequently disconnected. I also noticed the agent at the airport did not check off the box that states my baggage had already passed customs, which it had. So, I turned around and went back to the airport.

The Customer Service agent was, again, unfriendly. I drove all the way back, had to pay for parking at the airport, wait in line, and deal with traffic just to have the agent tell me that it doesn't matter if that box is checked or not and I will just have to "keep trying" to get through to a human on the 1-800 number.

So, disappointed and upset, I went home. I was unable to attend my New Years Eve party which I had already bought a $100 ticket for because my New Years Eve dress, the only suitable dress I owned for a black tie event, was in my suitcase. The next day, I kept checking the status of my bags online, as New Years Day is a holiday. On January 1st, I called the 800 number at 11:00pm PST. I again called four separate times and was continually disconnected. (I will gladly fax you my Call Log so you can see how many times I had to call and also so you can see how long I was kept on hold by the Customer Service agents once I finally got through).

The next two days consisted of many failed attempts at reaching a human at customer service as well as three frustrating dealings with those that I was able to reach.  Each customer service agent that I dealt with was discourteous, non-informative, was not able to properly communicate and understand the descriptions of my bags, and two agents were barely fluent in English.  I cannot express how frustrating and

disappointing it was to be told repeatedly that all I could do was "call back later".

After finally being informed that one of my bags had been located, I was informed to check the drop off status of my bag online and it showed that it would be delivered between 9am and 2pm.

The next morning, on January 3rd, I checked the status of my bags online. It showed my patterned bag (UA588999) would be delivered between 9:00am and 2:00pm. But my pink bag (UA588997)was still missing. I then called the 1-800 number and, sure enough, I was disconnected two times before I was able to get through to a service agent. This time, a man picked up the phone. He had a very thick accent and it was quite difficult to communicate with him. Throughout the conversation, it sounded like he was reading a sales pitch off of a piece of paper. I would ask questions and he would not even answer them. It was a very frustrating experience. First of all, he kept telling me that my bag would be delivered today. I had to keep explaining that that was not why I was calling. I was calling to find out about the bag that is still missing. He then verified my information and said "Hold on. There are a lot of notes under this bag. Let me put you on hold." He then placed me on hold for nine minutes. When he returned he said the bag is still missing. I asked him what the notes said and he would not tell me. He said that neither Winnipeg nor Chicago had claimed they received the bag. This is a bright pink bag that is mysteriously lost….?

The man then stated that he can send me an email right away to gather some more information about the bag to help them in locating it. He asked me to confirm that the bag is a Kenneth Cole Reaction bag. I stated I was very, very clear that my bag did not have a brand name. I have no idea how they came up with Kenneth Cole as I never once uttered those words. The man then said "Hold on" and put me on hold for several minutes. When he came back he said that he would correct the information. But at this point, I am already very alarmed. I feel like from Step One everything has been handled so poorly. So, I asked to speak to a manager. The man stated that he had to update the notes on my file and then he could transfer me to his supervisor. He then put me on hold for another ten minutes. When he returned, he said that his supervisor is busy on another line. I stated that I would not mind waiting until his supervisor was available and he, again, put me on hold. When he came back, he said that his supervisor said that he should email me this form to obtain more information on the bag so that I can fax it back right away.

I then gave him my email address and asked him if he would promise that I would get the email right away so that I can give them this detailed information to help them locate my bag. He said I would get the email right away and read my email address back to me. He then told me to fax the form back as soon as possible so that they can continue actively tracing the bag.

Two hours later, I called the 800 number again, as I did not receive an email. Again, I was disconnected several times before I could get through to someone. A woman picked up the line and after verifying my information, she explained that the notes state I was supposed to receive a Reimbursement Form via email within the next 72 hours. The previous Customer Service agent blatantly lied about the situation! That email was not to help them with a further description of the bag, he was just trying to get me off of the phone. I explained to this woman how crucial the situation is with the missing bag. She said that they are still searching for it, but that it has not been traced. She said it looks like they took my baggage off in Winnipeg to allow for the "weight balance"and one of the bags has not been found. Which, is another thing I find terribly upsetting. As a full-fare paying passenger, it would have been nice if someone could have alerted me that this was happening. Not only would it have saved a lot of grievance while waiting for the bags that would never arrive, but I arrived at the airport two hours before departure. I was one of the first passengers in the terminal and the fact that my bags were taken off is atrocious. Not to mention, they were not that heavy to begin with. My husband's bag (which arrived safely) was much heavier than both of my bags!

So, all I can do is wait. I have now come to expect that I will be dissatisfied with United's service…and I was not disappointed. My

other bag that was "supposed" to be delivered between 9:00am to 2:00pm was not delivered. I finally received a call at 4:30pm that my bag will arrive between 5:00pm and 7:00pm. It finally did arrive at 7:00pm. But, this is minor and just adds to the consistently poor service I have come to expect from the company.

Now, I would like to tell you how important the missing bag is: First of all, I would like to reiterate the thought process behind purchasing a bright pink suitcase. I really thought the likelihood of it getting lost would be slim to none. I also usually pack my most important items in this bag, seeing as it is the easiest to spot. Inside that bag, I have: - my New Years Eve dress ($200) - my Birthday Dress ($150) - uniform ($220) - childhood leather bound photo album (original pictures = priceless) - a new shirt from American Apparel (with price tags on it) ($40) - four new tank tops from Garage (with price tags) $80) - dress from Garage ($40) - little red makeup case filled with makeup ($300) - toiletries ($100) - Juicy Couture bracelet (still in box) ($250) - IPod plug in ($30) - Silk headband - Juicy Couture socks - Juicy Couture purple hoodie ($80) - Victoria Beckham dvb Denim Jeans ($300)

Now I would like to tell you how inconvenienced I have been because of this issue: - I lost a job due to the fact that my uniform is in that suitcase. The stress and money lost due to this inconvenience is absolutely horrendous. - My New Years Eve was ruined – my husband and I had tickets to a

black tie event that I was unable to go to because my dress was in the missing suitcase. - My Birthday Party (Jaunary 5th) was ruined as well, seeing as my birthday dress is in the missing suitcase. - I do not have my make-up, toiletries, nor do I have many of my favorite clothes - The presents I received at Christmas are now gone - I was given an album of family and childhood pictures that were originals and are impossible to replace - It was extremely stressful dealing with rude and incompetent Customer Service agents – some who are very difficult to understand let alone communicate with.

I truly hope that this "active search" for my bag is being continued. I have to admit that I have been very alarmed at the competence level of some of the company's staff. I have heard horror stories about United Airlines in the past, but I chose to disregard the comments and chose to give you my business anyways. But, I certainly will not be so naïve in

the future.

People have come to depend on my blogs and emails for information on where and where not to send their business. I will most certainly advise my friends, family and clients as to the latter.

Sincerely yours, Mara Marini

Update:

On January 6th, at 1:00pm, my husband received a call on his cell phone (even though my main number was supposed to be called first, and was not) stating they would bring the bag back that afternoon. Now, January 5th was my birthday party, which was already ruined as my birthday dress was in the suitcase. January 6th was my actual birthday.

My husband and I had both freed up the day and he had planned a special "day" for us. Our apartment door is easily accessible from the main street in West Hollywood, and we could not risk it just being left outside. Now, we had to cancel everything to wait for this bag. So, we waited. And waited. I called at 6:00pm – hoping we could at least go out for a special dinner. The driver said he was nearby. So, we waited some more. I called again at 8:00pm and the driver apologized that there was traffic and he would be there soon. I called once more at 10:00pm and the driver said he would definitely be there soon. He arrived at 11:00pm.

Seven days later, after ruining my New Years Eve, my Birthday Party and my actual Birthday…my bag arrived. Thank you, United. That was a very pleasant experience.

Upon reading my letter, you can ignore emotion, but you can't ignore facts. If you would like me, my friends and family to continue giving your company business, I would highly suggest that some form of substantial recompense be honored.

Sincerely, (All of my contact info went here).