United Customer Service

It's 5 days in a row, day and night, that I have been trying to reach anyone at any of their toll free and not free numbers without results. I arrive in EWR at 1:30PM and my connecting flight # 1109 at 8pm to RSW was changed by Continental to flight 1107 at 2:51pm; as a result I will have not enough time to go through Immigration, Luggage pick up, Custom, new check-in, security clearance and then still be able to board flight 1107. It will not happen in Newark and certainly not in this century. Are there special provisions (i.e.preferential lanes, skipping lines etc) for people in my situation? What else is there for me to do? United/Continental are not answering any of their phones.

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Answer #1: Posted by 1stLadyDawn on March 10th, 2012 1:48 PM

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1stLadyDawn

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I'm sorry that we can't offer more assistance but this is not United/Continental and we can only offer advice about your problem. Since the merger, many people have found it very difficult to reach a live person at United/Continental.

If your flight has not departed and you would like to change your reservation, enter your confirmation number and last name in the space provided at the bottom of the Manage Reservations Web page. Then select the Change Flights option. You will be able to review all related costs before finalizing your changes. Which is all well and good except that since United made the changes and will then charge you for the impossible connecting flight, it doesn't seem fair and is a violation of their Contract of Carriage which can be opened from the linked pdf box which will open in a new window.

Go to page 34 of the Contract of Carriage Rule 24 section C) Change in Schedule. This is your argument for no additional charge for a change of flight leg. You really need to be able to refer to this section should you ever get through.

I realize that your problem is that you need to make your connecting flight or change to another later flight out of EWR if all else fails. What about an earlier flight to Newark?

Since it was United rescheduling which created the problem, you might call United Reservations and Information to speak to a person: 1-800-864-8331 You can than make adjustments online.

One thing you could do is ask for transport between the gates or the gate and customs and customs and your next gate. Another thing to ask about is a communication between the flights to advise of your presence.

I saw it happen years ago but you are right, now it doesn't seem bureaucratically or humanly possible.

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