PDA

View Full Version : Poop United Airlines loses a 10 year old child...


Pestilence
08-15-2012, 02:18 PM
As a parent.....I'd murder someone if this happened to my kid.

http://www.cbc.ca/news/world/story/2012/08/14/united-lost-child.html

Airline loses couple's 10-year-old daughter

The parents of a 10-year-old girl in the U.S. have made public details of the appalling service they got when United Airlines "lost" their daughter midway through her trip from San Francisco to Traverse City, Mich., for summer camp.

Annie and Perry Klebahn of San Francisco have made public a complaint letter to the airline detailing how the company lost track of their daughter, Phoebe, on a June 30 flight during a transfer at Chicago’s O’Hare airport. The journey would become a harrowing one for the family involving a byzantine set of phone calls to locate their missing child as well as her luggage.

Phoebe was expressedly told “only go with someone with a United badge on and that she would be accompanied at all times,” according to the couple.

The Klebahns were worried when the camp in Michigan called to say their daughter had not arrived.

According to the letter, Annie Klebahn called a customer line which connected her with United’s service centre in India. After a 20-minute wait, the person on the line told the Klebahns that their daughter had arrived in Traverse City. When Annie Klebahn got upset, she was put on hold again – for 10 minutes – and was then told Phoebe was indeed in Chicago and had missed her connection.

Meanwhile, Perry Klebahn, who is a United Premier member, had called a different line – getting hold of a customer service representative in the U.S.

She told him the “unaccompanied minor service" in Chicago “forgot to show up” to transfer Phoebe to the next flight.

The Klebahns said in their complaint letter they had never been told “that United outsourced the unaccompanied minor services to a third party vendor. “

When he begged the person to locate his daughter, she said she was going off shift and could not help. He pleaded with her, asking if she was a mother. When she said yes, he asked what would she do if she couldn’t locate her child for 45 minutes. In 15 minutes, the employee found Phoebe.

In speaking with their daughter, the Klebahns discovered:

When Phoebe landed, no one was there to get her.
The attendants told their daughter they could not help her and to wait.
She asked three times to use a phone and they told her to wait.
Phoebe then missed her flight and informed a United employee and asked them to make sure the camp in Michigan knew she was late. She was told United would “take care of it.”

Phoebe managed to arrive four hours later – sans luggage. That marked yet another saga for the Klebahns, who say they sent camp officials to the airport in Michigan five times before the luggage arrived.

The Klebahns asked for a refund of the $99 charge for the unaccompanied minor service – they had paid the camp $25 every time to go to the airport for the luggage.

The couple filed a formal complaint with the airline in mid-July and addressed a letter to the airline’s CEO. At the time, the couple could not get a response concerning their complaint.

The Klebahns called it their worst customer service experience, ever – spending an estimated 18 hours on the phone.

When local news in San Francisco took an interest in the Klebahn’s story in August, the airline responded. And on Aug. 13, company officials released a statement saying they had apologized to the family and are “reviewing the matter."

“What the Klebahns describe is not the service we aim to deliver to our customers. We are redepositing the miles used to purchase the ticket back into Mr. Klebahn’s account in addition to refunding the unaccompanied minor charge”

siberian khatru
08-15-2012, 02:20 PM
Pretty smart 10-year-old.

bevischief
08-15-2012, 02:21 PM
Wow.

Sofa King
08-15-2012, 02:22 PM
http://www.moviesonline.ca/movie-gallery/albums/userpics//FlightplanPoster.jpg

-King-
08-15-2012, 02:24 PM
<iframe width="420" height="315" src="http://www.youtube.com/embed/Qh2sWSVRrmo" frameborder="0" allowfullscreen></iframe>

Mr. Flopnuts
08-15-2012, 02:28 PM
Jesus. Can't they just stick to breaking guitars?

http://www.youtube.com/watch?v=5YGc4zOqozo&feature=youtube_gdata_player

qabbaan
08-15-2012, 02:47 PM
As a parent.....I'd murder someone if this happened to my kid.”

No you wouldn't... You'd be pissed off and then try filing some frivolous lawsuit to squeeze a few bucks out of them like everyone else would

qabbaan
08-15-2012, 02:52 PM
This was horrible customer service and obviously a major screw up by united's vendor, but I don't see any reason to believe the kid was in danger. They were supervised by united employees the whole time. The parents didn't know where the kid was but the kid wasn't wandering around Chicago alone. It's hard to even say the parents have been injured here except the kid missing their flight.

Pestilence
08-15-2012, 02:54 PM
This was horrible customer service and obviously a major screw up by united's vendor, but I don't see any reason to believe the kid was in danger. They were supervised by united employees the whole time. The parents didn't know where the kid was but the kid wasn't wandering around Chicago alone. It's hard to even say the parents have been injured here except the kid missing their flight.

Ummm.....what?

United fucked up......as did their vendor.

Supervised by the United employees? I'm pretty sure that kid could have walked off and the United employees wouldn't have paid attention if she did.

Setsuna
08-15-2012, 02:59 PM
Misleading thread title. She's fine.

vailpass
08-15-2012, 03:01 PM
I wouldn't put my 10 year old on a flight unaccompanied. I'd be pissed if I were these parents and the allegations are true.

Kudos to the little girl for keeping her head on straight.

The girl wasn't harmed but a lot of that is because she was very responsible and sought the protection of adults.

United failed on their $99 unaccompanied minor agreement.

United might want to step up and make right with these people sooner rather than later for PR purposes.

ElGringo
08-15-2012, 03:02 PM
This was horrible customer service and obviously a major screw up by united's vendor, but I don't see any reason to believe the kid was in danger. They were supervised by united employees the whole time. The parents didn't know where the kid was but the kid wasn't wandering around Chicago alone. It's hard to even say the parents have been injured here except the kid missing their flight.

The way I read the story the only reason the child was supervised by United employees the whole time is because she sought them out.

tomahawk kid
08-15-2012, 03:04 PM
Someone's gonna get PAID.

vailpass
08-15-2012, 03:05 PM
Someone's gonna get PAID.

What are the damages?

CoMoChief
08-15-2012, 03:07 PM
I wouldn't put my 10 year old on a flight unaccompanied. I'd be pissed if I were these parents and the allegations are true.

Kudos to the little girl for keeping her head on straight.

The girl wasn't harmed but a lot of that is because she was very responsible and sought the protection of adults.

United failed on their $99 unaccompanied minor agreement.

United might want to step up and make right with these people sooner rather than later for PR purposes.

I used to fly all the time when I was little....KC to CHI....parents would drop me off at the gate....I get on the plane, and aunt and uncle (at Midway) would be at the gate to pick me up.

Now I would not however put my child on an unaccompanied flight that had a layover and she had to switch planes....and being it's at shitfest O'Hare, no way in hell I'd do that.

tooge
08-15-2012, 03:08 PM
Note to parents. Don't send kids under the age of 15 on flights by themselves. If you do, then don't be pissed off that they miss flights and show up to the final destination late.

Pasta Giant Meatball
08-15-2012, 03:08 PM
Unaccompanied Minors 2: Electric Boogaloo

tomahawk kid
08-15-2012, 03:09 PM
What are the damages?

I would suspect United will offer the family something to try and save a little face.

I'm no attorney, so I have no idea if you could actually sue on the grounds of emotional distress given that the child was unharmed.

Pestilence
08-15-2012, 03:13 PM
Note to parents. Don't send kids under the age of 15 on flights by themselves. If you do, then don't be pissed off that they miss flights and show up to the final destination late.

Reading is fundamental.

The parents paid for a service that has someone accompany their child. That person never showed up.

kstater
08-15-2012, 03:13 PM
Here's an idea. Want to make sure your 10 year old child gets some where fine? Take them your damn self.

vailpass
08-15-2012, 03:18 PM
I used to fly all the time when I was little....KC to CHI....parents would drop me off at the gate....I get on the plane, and aunt and uncle (at Midway) would be at the gate to pick me up.

Now I would not however put my child on an unaccompanied flight that had a layover and she had to switch planes....and being it's at shitfest O'Hare, no way in hell I'd do that.

I hear you, we did many things as kids I wouldn't let my kids do now. things are different.
Not judging any parent who chooses to do so, just not for me.

BigMeatballDave
08-15-2012, 03:18 PM
Here's an idea. Want to make sure your 10 year old child gets some where fine? Take them your damn self.

This isn't even the point of all this.

This is about a service that United provides at a cost, and they failed.

vailpass
08-15-2012, 03:18 PM
I would suspect United will offer the family something to try and save a little face.

I'm no attorney, so I have no idea if you could actually sue on the grounds of emotional distress given that the child was unharmed.

Agreed.

siberian khatru
08-15-2012, 03:19 PM
I started flying by myself when I was 8 (I spent summers with my grandparents in MO). But that was a) back in the 70s, when "things were different"; and b) I could always get a direct flight -- no changing of planes.

I also remember the stewardesses being very attentive to me. One time, I was told to stay in my seat until they came to get me to deplane. As most folks got off, I got up to move toward the front (not to get off). A stew about freaked out and told me to SIT DOWN. She did NOT want to lose track of me.

I've mentioned before to my wife putting our kids on a plane to MO to spend time with grandparents, and she was like, ARE YOU FREAKING KIDDING??????? She's probably right ... air travel is so different today.

BIG_DADDY
08-15-2012, 03:19 PM
United certainly isn't the friendly skies these days. They are hands down the worst airline running and will screw you for every nickle they can get.

BigMeatballDave
08-15-2012, 03:20 PM
I hear you, we did many things as kids I wouldn't let my kids do now. things are different.
Not judging any parent who chooses to do so, just not for me.

Same here. My boy is 13. No way is he flying alone.

BIG_DADDY
08-15-2012, 03:21 PM
Same here. My boy is 13. No way is he flying alone.

Really? wow.

ElGringo
08-15-2012, 03:22 PM
I also think a huge difference between now and when some of you flew alone, parents or relatives could accompany and meet you at the gate. These days you have to have a ticket to get past the security checkpoint.

vailpass
08-15-2012, 03:24 PM
Same here. My boy is 13. No way is he flying alone.

My oldest is 13, we've been flying him unaccompanied to his grandparents since he was 12.
Each kid is different, the parents know when a kid is ready.
10 year old girl seems to young and vulnerable to me but that's just me. Also, I don't have daughters so maybe see them as more vulnerable than they are.

vailpass
08-15-2012, 03:24 PM
I also think a huge difference between now and when some of you flew alone, parents or relatives could accompany and meet you at the gate. These days you have to have a ticket to get past the security checkpoint.

That part makes it seem safer to me.

BigMeatballDave
08-15-2012, 03:25 PM
Really? wow.
Why is this surprising?

siberian khatru
08-15-2012, 03:25 PM
I also think a huge difference between now and when some of you flew alone, parents or relatives could accompany and meet you at the gate. These days you have to have a ticket to get past the security checkpoint.

Exactly. I remember my grandparents rushing right out onto the tarmac to greet me coming off the plane (no jetway that year). Thereafter, they were right there at the gate.

trndobrd
08-15-2012, 03:29 PM
I won't trust United with a checked bag full of my socks and underwear.

BigMeatballDave
08-15-2012, 03:31 PM
That part makes it seem safer to me.
Not me.

That security can't stop pedophiles.

BIG_DADDY
08-15-2012, 03:32 PM
Why is this surprising?

Well I don't have a 13 year old but that seems surprising to me. Maybe I will feel different when my boy is that old. I would think they would be fine at that age.

vailpass
08-15-2012, 03:36 PM
Not me.

That security can't stop pedophiles.

Parents get a pass to go through security with their kid and escort to gate and watch them get on the plane. Airline employee escorts the kid from landing to meet with the people picking the kid up.
I hear you though, any time you turn a kid loose in public there is the danger.

BigMeatballDave
08-15-2012, 03:41 PM
Parents get a pass to go through security with their kid and escort to gate and watch them get on the plane. Airline employee escorts the kid from landing to meet with the people picking the kid up.
I hear you though, any time you turn a kid loose in public there is the danger.

If I could watch my son get on a plane and have his mother or stepdad watch him get off the plane, on a direct flight only, I could be okay with it.

vailpass
08-15-2012, 03:44 PM
If I could watch my son get on a plane and have his mother or stepdad watch him get off the plane, on a direct flight only, I could be okay with it.

Yeah, I'm still nervous each time we do it.

Phobia
08-15-2012, 03:58 PM
Note to parents. Don't send kids under the age of 15 on flights by themselves. If you do, then don't be pissed off that they miss flights and show up to the final destination late.

For an camp, yeah - agree. But my daughters have flown 40-50x due to crazy mother who ripped them away and moved halfway across the country. Never had a single problem and the fee was less than half that $99.

Rain Man
08-15-2012, 04:59 PM
This story sounds bad, but the truth is that United Airlines' lost child rate is only about 1%, and over half of those are eventually found.

Superbowltrashcan
08-15-2012, 05:25 PM
In hindsight, looks like they should have invested in a prepaid phone. Tell that kid to turn it on as soon as they arrive in Ohara and preload it with the camp phone number as well. My kids never go to Denver to visit the ex without a phone...

chiefzilla1501
08-15-2012, 05:32 PM
Note to parents. Don't send kids under the age of 15 on flights by themselves. If you do, then don't be pissed off that they miss flights and show up to the final destination late.

What?

So maybe parents shouldn't send their kids to daycare. And maybe they should blame themselves when their kid ends up missing?

This logic doesn't make any sense. This service is there for a reason. And it's especially true if they pay for it.

United had a contractual agreement to take care of the kid. They didn't. The parents can sue out the ass if they want to and they would win big.

vailpass
08-15-2012, 05:34 PM
This story sounds bad, but the truth is that United Airlines' lost child rate is only about 1%, and over half of those are eventually found.

LMAO

JD10367
08-15-2012, 05:39 PM
This was horrible customer service and obviously a major screw up by united's vendor, but I don't see any reason to believe the kid was in danger. They were supervised by united employees the whole time. The parents didn't know where the kid was but the kid wasn't wandering around Chicago alone. It's hard to even say the parents have been injured here except the kid missing their flight.

I'll go out on a limb here and say you don't have kids or, if you do, you don't have girls.

I don't have kids, either. But even I know better than to think they'd be fine. This world is full of sickos.

vailpass
08-15-2012, 05:50 PM
In hindsight, looks like they should have invested in a prepaid phone. Tell that kid to turn it on as soon as they arrive in Ohara and preload it with the camp phone number as well. My kids never go to Denver to visit the ex without a phone...

Good catch. They sent a 10 year old kid alone on a plane with no cell phone. The parents failed on this count.

DTLB58
08-15-2012, 07:20 PM
These days I would never let my 10 year old daughter fly alone. What were they thinking?

BIG_DADDY
08-15-2012, 07:24 PM
These days I would never let my 10 year old daughter fly alone. What were they thinking?

I don't know but I got a friend who has been doing it with his girl for the last 3 years and she is 12 now. They do it every month.

Just Passin' By
08-15-2012, 07:28 PM
These days I would never let my 10 year old daughter fly alone. What were they thinking?

That a huge company had a program which makes sure that children who fly alone are well taken care of in a way which saves hundreds of dollars for the parents, probably. The parents aren't in the wrong here, the company is.

BIG_DADDY
08-15-2012, 07:34 PM
That a huge company had a program which makes sure that children who fly alone are well taken care of in a way which saves hundreds of dollars for the parents, probably. The parents aren't in the wrong here, the company is.

Like 15 years ago they were one of the best if not the best airline. Friendly staff that would take care of you. They never jacked you up. Their flights were on time. Now they have no service, jack you up for anything and if you can get an employee to smile you should probably get paid. Did I mention their flights are always running behind? My favorite though is when they cancel a flight and don't notify their customers and take no initiative in correcting the situation. Easily the the worst airline running.

BigMeatballDave
08-15-2012, 07:50 PM
In hindsight, looks like they should have invested in a prepaid phone. Tell that kid to turn it on as soon as they arrive in Ohara and preload it with the camp phone number as well. My kids never go to Denver to visit the ex without a phone...

Yep. Good call.

trndobrd
08-15-2012, 08:54 PM
This story sounds bad, but the truth is that United Airlines' lost child rate is only about 1%, and over half of those are eventually found.

But if you lose the claim ticket you are pretty much screwed.

KILLER_CLOWN
08-15-2012, 09:14 PM
Well I don't have a 13 year old but that seems surprising to me. Maybe I will feel different when my boy is that old. I would think they would be fine at that age.

My youngest son is 11 and no way would i let him fly alone. He's smart enough to not even want to fly by himself, too many friggin weird people.

CoMoChief
08-15-2012, 09:22 PM
Same here. My boy is 13. No way is he flying alone.

13 ? seriously? Do you let him go outside?

KILLER_CLOWN
08-15-2012, 09:23 PM
13 ? seriously? Do you let him go outside?

Just tell him if someone approaches you in a Penn State shirt run the other way as fast as you can.

Lonewolf Ed
08-15-2012, 09:42 PM
I would only allow my son or daughter to fly without me if he or she had been on at least a few flights with me before. I'd teach them what to do like my mom taught me. She used to be a TWA stewardess (and that was back when it was okay to call them that!) and she showed me the ropes of airline travel. Once, she handed me the schedules and told me to lead the way, and I did it correctly. Thanks, Ma!

BIG_DADDY
08-15-2012, 09:46 PM
Just tell him if someone approaches you in a Penn State shirt run the other way as fast as you can.

Naw, I think that is a little old for them isn't it?

BigMeatballDave
08-15-2012, 09:46 PM
13 ? seriously? Do you let him go outside?:spock:

Yeah, that's the same thing.