Earlier this year, we flew from Newark to Beijing on United Airlines. Since there is no direct flight, we had to make a connection in Dulles. The aircraft came in late in Newark, and we sat on the runway in Newark waiting for the 26 planes ahead of us to take off. By the time we rushed to the Dulles gate for our Beijing flight, the door had just closed – we were barely one minute late. There were at least five of us making this connection.
United Airlines knew that we were making this connection, but decided not to hold the gate for us. We then had to stand in line for over 2 hours to see a customer service person. We were told that we had been re-booked for the next day’s flight to Beijing. The airline assumed no responsibility for food and lodging – so we ended up paying to stay overnight in Dulles.
This kind of cavalier attitude towards customers is deplorable. When we purchased a ticket to go from Newark to Beijing, we assumed the airline would take us there on the day and time we planned. The airline treated us as less than cargo, because even Fed Ex guarantees that their packages get there on time.