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Below is the conversation that I have had with your Petsafe agent. He has not contacted me back and it has been 5 months since our flight. Please contact me back: <br /> <br /> <br /> <br /> INITIAL MESSAGE:<br /> <br /> Sir/Ma'am,<br /> <br /> <br /> <br /> My wife and I have been loyal customers of united for years and we fly exclusively united. Our last experience makes me question our loyalty to your company. Our flight on the morning of the 9th was cancelled initially because of weather, which is understandable. Our second flight from SAN to IAD (UA238) was scheduled to depart at 2143 with myself, my pregnant wife and dog as a ($514.00) &quot;pet safe&quot; cargo. That UA238 flight made it to the runway and failed to depart because the radio was &quot;faulty.&quot; I work in aviation communications, and the issue he described is a comm error when the navigator either &quot;zeros out the comm suite&quot; or fails to load the crypto so the navman can talk to the terminal. So the airplane could not depart because the flight crew failed to properly conduct pre-flight inspections and because the next cryptographer on duty could not load the right hopset.<br /> <br /> <br /> <br /> Then, we spend another (3) hours in the terminal as my dog gets shuttled from one plane to the next in 40 degree weather so that we can take off. Again, to no avail. Then I get a call from the united cargo staff, that I have to pick up my dog because they were closing down...wow.<br /> <br /> <br /> <br /> But what makes this experience truly noteworthy is that after all this, we got vouchers for yellow cab (that refuses to take dogs) for Crown Plaza Hotel (which was fully booked and could not take animals). So after finding a way to pick up my dog, wife and baggage, we stayed at the days inn (whose manager was kind enough to turn a blind eye to us keeping my already sick dog in the hotel).<br /> <br /> <br /> <br /> I am taking my dog to the vet today to find out what his deal is, I'm not really bothered by that. What irks me is the terrible customer service we received after this happened and the lack of options we had available when clearly we were not your typical customers...pregnant wife, dog in a huge kennel, with no ride, no place to stay and a flight departing 12 hours later.<br /> <br /> <br /> <br /> Date: None<br /> <br /> <br /> <br /> <br /> <br /> RESPONSE: <br /> <br /> Dear Mr. N,<br /> <br /> <br /> <br /> Thank you for your correspondence regarding your recent PetSafe flight experience. I appreciate the opportunity to respond to your concerns. Your letter conveys the inconvenience you endured as a result of our service failure. I understand that as a result of this, your pet did not make the original flight. Open communication is essential, and sharing up-to-date information with you may have helped ease your frustrations. Our employees usually exhibit exemplary customer service skills and I apologize if it appeared we were unhelpful or unsympathetic.<br /> <br /> <br /> <br /> Please be assured, it is never our intention to deliberately cause you or your pet distress of any kind. We realize the tremendous impact a delay can have on your carefully-arranged plans. Your comments will be included in the report distributed to senior management within the PetSafe and Airport Service Divisions for internal review.<br /> <br /> <br /> <br /> Thank you,<br /> <br /> <br /> <br /> Eric Hong<br /> <br /> The PetSafe Desk