Written on: 30/05/2013
Don't use United! We booked Grand Rapids to Newark to Heathrow - the plane feom Grand Rapids was one and a half hours late so we missed our connection in Newark to Heathrow. No effort was made by United staff to help us make a new connection. I had to phone a United customer service line from Newark to make an alternative arrangement. Returning to the USA today, our United flight from Heathrow was delayed indefinitely and we were transferred to a flight to Dullus to connect to Grand Rapids, which initially delayed our return home by three hours. We are now sitting in Dullus airport as our connecting flight to Grand Rapids Is delayed by at least one and a quarter hours. I asked a United staff member how much chance there is that this flight will leave by the estimated (delayed) time and she shrugged her shoulders and said she didn't know. In essence 75 percent of our United flights have been significantly delayed, customer service shows complete apathy. We will never fly United again.