United Airlines delayed take off, resulted in missing connecting flight-disabled passenger

zaza14

Hiya,

I've had a quick look to see where to post this, but I haven't found a thread for United Airlines, or a thread to help answer my query.

I recently took annual leave in December and travelled from LHR to LAS with my mother and brother, with United airlines. The flight was on the 14th of December 2018. There was meant to be a 1.5hr layover in IAD. We were told there was an issue with the aircraft whilst on board, and our flight didn't take off from LHR for about an hour. Basically, to cut the long story very short, by the time we landed, the connecting flight was boarding. Unfortunately, everyone had to go through security again for their hand luggage, and there didn't seem to be any urgency for staff to try to clear those that had a connecting flight. Furthermore, I am a disabled 28 year old-I suffer with rheumatoid arthritis and fibromyalgia, and always request wheelchair assistance to help with travelling through/between terminals. We ended up missing our connecting flight by about 5-10minutes, which potentially could've been avoided as 1) the IAD staff could've tried to ensure those coming off a flight "jump the queue" for the security checks, as they know which flights are boarding etc (I know I've seen staff at LHR and other airports do this for other travellers, which I don't contest and completely understand) and 2) as I require a wheelchair to aid with getting around the terminal, the requirement is that I remain seated in my seat until all passengers are off the plane. I don't contest that part, but if I have waited 10-15mins for others to board off, so that I am safely able to get onto the wheelchair and be escorted out, and on top, I am due to catch a connecting flight, had I been able bodied, I would've gotten off the plane ASAP and run to the gate; in this instance, my wheeler could've prioritised getting me to the gate, by taking me through an alternative route/queue.

Bottom line, the next flight wasn't for another 6 hours. During this time, we did ask the United desk about our rights, particularly with regard to compensation/assistance, as when I did the mobile check in, it said something about that and to ask, but I was told it was not applicable to us. Had asked if there was anywhere for me to lie down, as the 6hours to IAD being in an upright position, and sitting for a further 6 hours at the airport and then the 4ish flight to LAS would be difficult on me with my condition, I was told no. No access to the lounge, no refreshment vouchers offered either. I'm not so fussed about that tbh. But the "ordeal" actually affected me enjoying my holiday, as I was almost bed ridden for a few days after landing, due to the physical toll the journey had on my body- my body was stiff, swollen and in pain.

I wrote to United (a very brief recount of this), and they wrote back apologising for experience, and issued $200 vouchers each to the 3 of us to use towards flights by Jan 2019.

I wanted to know your thoughts on this. I feel that we probably could've made the connecting flight-as we reached, they had just closed the gate i.e. the plane was still stationed at the gate- and the additional hours spent at the airport affected me badly. I am also not enthusiastic about using United again in the future, and actually would be more inclined to go to another airline. Tbh, I'd even forego the $600 total credit, as the experience really isn't worth risking going through again by flying with them. I'd also really like them to not have this stance with other passengers, especially those with special needs.

Would appreciate your advice.

Tyzap

Hi zaza14,

I'm sorry to hear about all the problems that you encountered with United. Putting most of your complaint to one side and concentrating on the EU261 regulations, it boils down to the arrival time at your final destination and whether it was all on one ticket via United.

If you travelled on one through ticket and arrived over 3 hrs late you are due EU261 compensation. If it was over 4 hrs late it would be at the full rate of €600 each.

If you haven't specifically claimed for EU261 compensation you should do so.

Good luck.

zaza14

Hiya, yes it was all booked under one booking. We were supposed to catch the 1230 flight to LAS from IAD and land in LAS at about 1430, but instead got put on the later flight at IAD at 1740 and landed at 2040ish.

How does one go down the route you've suggested?

Tyzap

zaza14 wrote: »

Hiya, yes it was all booked under one booking. We were supposed to catch the 1230 flight to LAS from IAD and land in LAS at about 1430, but instead got put on the later flight at IAD at 1740 and landed at 2040ish.

How does one go down the route you've suggested?

Hi,

There should be a page or reference to EU261 compensation on their website.

In this case it was hidden away and difficult to find, typical..

https://media.united.com/images/Media%20Database/SDL/travel/destination/international/CSM859-ENGLISH-2017-10-18-ADA.pdf

Good luck.

JPears

zaz - download Vauban's superb guide. All you require at this stage, except a large mug of tea and some biscuits whilst you read and digest it.

zaza14

Thank you

zaza14

JPears wrote: »

zaz - download Vauban's superb guide. All you require at this stage, except a large mug of tea and some biscuits whilst you read and digest it.

Thank you for this. Very thorough and great info :beer:

headpin

Your flight was not departing the EU. The original flight to IDC did not qualify and the connecting flight departed from a min EU country. You will be very lucky to get anything from United for the delay to,the second flight under the EU Regs, especially as they are a US airline. But good luck.

Tyzap

headpin wrote: »

they are a US airline.

I've quoted the only correct part of your post.

You need to read up on the EU261 regulations.

Caz3121

zaza14 wrote: »

There was meant to be a 1.5hr layover in IAD.

good luck with your claim - there is a board for US and Canadian airlines that may help with similar claims
for future reference, some of the connections offered by airlines are tight and only really suitable if no baggage and global entry. I would not personally book a International to domestic connection under 3 hours in the US

Justice13075

headpin, as Tyzap says you are wrong this has all been settled in the case of
Gahan v Emirates in October 2017.