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Old 08-15-2012, 03:18 PM  
Dicky McElephant Dicky McElephant is offline
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United Airlines loses a 10 year old child...

As a parent.....I'd murder someone if this happened to my kid.

http://www.cbc.ca/news/world/story/2...ost-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”
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Old 08-15-2012, 03:20 PM   #2
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Old 08-15-2012, 03:21 PM   #3
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Old 08-15-2012, 03:22 PM   #4
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Old 08-15-2012, 03:24 PM   #5
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Old 08-15-2012, 03:28 PM   #6
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Old 08-15-2012, 03:47 PM   #7
qabbaan qabbaan is offline
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Originally Posted by Hacksaw Jim Duggan View Post
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
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Old 08-15-2012, 03:52 PM   #8
qabbaan qabbaan is offline
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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.
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Old 08-15-2012, 03:54 PM   #9
Dicky McElephant Dicky McElephant is offline
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Quote:
Originally Posted by qabbaan View Post
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 ****ed 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.
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Old 08-15-2012, 03:59 PM   #10
Setsuna Setsuna is offline
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Old 08-15-2012, 04:01 PM   #11
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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.
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Old 08-15-2012, 04:02 PM   #12
ElGringo ElGringo is offline
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Quote:
Originally Posted by qabbaan View Post
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.
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Old 08-15-2012, 04:04 PM   #13
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Old 08-15-2012, 04:05 PM   #14
vailpass vailpass is offline
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Someone's gonna get PAID.
What are the damages?
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Old 08-15-2012, 04:07 PM   #15
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Quote:
Originally Posted by vailpass View Post
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.
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