We booked all 3 of our flights in Dec of 2020 for a departure date of May 28,2021. On April 3,2021, United changed one of 3 flights. Our second flight now arrived at 8:40 pm on May 28th, while our 3rd flight still left on May 28th at 3:45 pm. Does anyone see a problem with this?
We contacted United (and spent 15+ minutes on hold). The agent said it wasn't her fault and stated that Cape Air is just a 'partner' with United so it wasn't United's fault that the Cape Air flight left early. We explained United made the change, not Cape Air. She didn't care. She said she would check with Cape Air about getting us on a later flight. She even tried to put us on a schedule that gave us a 4-hour layover! She finally got a schedule set up and said we would have to call back 24 hours later to see if Cape Air confirmed the booking.
We called the next day and the man was extremely rude. He said the tickets were not confirmed on Cape Air. It was not United's problem and we should just book our flight for another day if the changes or layover were unacceptable to us. He also said we signed a contract with United that allows them to change THEIR flights anytime they want and there is nothing we can do about it. We tried to explain we were meeting 4 other families and we had to be there first because we were the contact for the resort. He again mouthed off about Cape Air not doing their job and how it wasn't United's fault. I told him he wasn't listening and should quit blaming others. He said he wasn't going to be cussed out (No cuss words were used) and hung up.
We called back immediately and asked for a supervisor. She didn't seem to care that her underling was rude and hung up on us. She attempted to book another, even later flight on Cape Air and again told us we would have to call back in 24 hours to confirm the booking took. The supervisor even said that they might change or tickets again, you just never know. She tried to blame Covid for the flight change because they are only at 40% capacity. I asked what that had to do with flights that were booked MONTHS ago?
We called back a 4th time (24 hours later) and tried to get a corporate number. (Our tickets on Cape Air were again not booked) The lady said there were only supervisors there and no one in corporate was ever there. She was actually very helpful and after listening to the situation she looked at Cape Air. She stated the problem was the agents should have BOOKED/TICKETED the flights on Cape Air. What the first two had done wasn't even an actual reservation, so there was never a possibility of Cape Air confirming the tickets because they were never booked!
This was beyond a poor customer experience. They cared nothing about our inconvenience and really they seemed put out that they actually had to do their jobs.