Poop United Airlines loses a 10 year old child... - Page 4

**The Franchise** · 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/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”

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

Quote:

Originally Posted by DTLB58

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

Quote:

Originally Posted by DTLB58

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

Quote:

Originally Posted by Just Not Gettin' It

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

Quote:

Originally Posted by Superbowltrashcan

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

Quote:

Originally Posted by Rain Man

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.

Imon Yourside · 08-15-2012, 09:14 PM

Quote:

Originally Posted by BIG_DADDY

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

Quote:

Originally Posted by Dave

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

13 ? seriously? Do you let him go outside?

Imon Yourside · 08-15-2012, 09:23 PM

Quote:

Originally Posted by CoMoChief

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

Quote:

Originally Posted by KILLER_CLOWN

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

Quote:

Originally Posted by CoMoChief

13 ? seriously? Do you let him go outside?

Yeah, that's the same thing.

08-15-2012, 02:18 PM
The Franchise Most Valuable Villain Join Date: Dec 2006 Casino cash: $2055047	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”
Posts: 92,316

08-15-2012, 07:20 PM	#46
DTLB58 DT CARD COLLECTOR Join Date: Mar 2002 Location: ManCave Casino cash: $10005837	These days I would never let my 10 year old daughter fly alone. What were they thinking? __________________ 667 Different DT cards and counting
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08-15-2012, 09:42 PM	#55
Lonewolf Ed Veteran Join Date: Jun 2005 Location: Olathe, KS Casino cash: $10606233	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!
Posts: 3,774