On 7/23/2014 I arrived at the Little Rock, AR airport over an hour before my flight was set to depart at . When I arrived at the gate there was no plane or ticket agent at the gate. As the time came and went that my plane was to depart several of the passengers on the flight attempted to get answers from United Airlines we were told that they had no idea where the plane was that was supposed to pick us up at Little Rock, AR and fly us to Chicago.
As all the passengers were trying to get answers from United on where are plane was and how long we would be delayed we continued to monitor the flight status boards in the airport. These flight status boards indicated that our flight (UA5836) had left on time and arrived in Chicago on time, yet there were 15 passengers all sitting at the gate that can attest to the fact that flight UA5836 never took off.
Finally an hour after flight UA5836 was to depart a United ticket agent finally showed up at the gate and continued to tell us that they had no idea where the plane was that was supposed to fly us to Chicago. At the insistence of the passengers we asked that the ticket agent check with the airport that our plane was coming from. The ticket agent finally called Huston, TX and was told conflicting stories, one was that the plane had departed on time and the other one was that it was still sitting at the gate in Huston, TX, but they were not sure.
By this time all the restaurants in the airport were now closed and TSA was just about to shut down for the night. We were informed that if we left the terminal that we would be unable to re-enter the terminal because of TSA being closed. So all the stranded passenger were unable to even get something to drink. When we asked the United Airlines ticket agent about any accommodations for food, drinks and or hotels for the night. We were told that as long as their flight boards indicated that the flight was not delayed and or cancelled that they could not do anything for us! Needless to say all of us were not very happy (to put it politely).
If there would have been a ticket agent at the gate and if we, the passengers, would have been provided correct and timely information on the status of our flights we could have made arrangements to take one of the other flights departing Little Rock, AR to Chicago, Il at 7:10PM and 7:20PM. But instead we were stranded and essentially held hostage in the little Rock, AR airport being told that we just had to wait. finally 2 ½ hours after we were supposed to depart we were informed that a flight was coming in, due to arrive at 9:16PM, from Huston, TX that would fly us to Chicago, but that they needed to get a new crew for the flight as the current crew timed out.
We were finally able to board the flight with a replacement crew and departed over 3 ½ hours after we were originally supposed to depart, yet the United Airlines flight status boards were still indicating that flight UA5836 departed and arrived on time! It is extremely alarming that United had "No idea" (this was their exact words) where the plane was! How can you not know where one of your planes is in the US? Not to mention that the whole time that myself and all the other passengers on the flight were dealing with this United's flight status boards was indicating that the flight was on time! This inept handing of flight UA5836 caused the second leg of our flight to be missed, which we found out was cancelled due to maintenance issues.
On Monday 7/28/2014 when I called United about a refund on the cancelled leg of my flight I was told by the customer service rep (Kea) that their records indicated that I used the ticket and that flight actually happened. When I pushed and demanded that they provide documentation to me that flight UA3731 actually flew and that I used the ticket. Kea finally admitted that she knew that flight UA3731 was cancelled and that I had not used my ticket. When I asked why she had lied to me she stated it was because she was not authorized to provide me with a refund. I was never provided a refund for the cancelled flight and was just directed to file a request for a refund on-line.
This experience was so bad and the customer service was nonexistent that I will never fly United again and will make sure that everyone that I know will choose another airline when they fly anywhere!!!