Trapped at the gate during a nightmare layover
Hi All,
I just wanted to share about a layover nightmate that happened this week. I learned a lot about United's inflexible systems, and I have the perfect recipie in case you want to get trapped at the gate for 14 hours.
My wife took an Istanbul -> Athens -> DC flight a couple days ago. The partner carrier noticed a mismatch between her passport and reservation, but printed her tickets anyway and let her on the first flight. They didn't change anything, even after she asked.
Because the layover is >12 hours she only got the first leg boarding pass (per the United phone rep this is policy). She is not a US or EU passport holder, so security wouldn't let her out of the gate area without the second boarding pass.
I spent 4 hours on the phone with United support, and their neither the support staff nor their supervisor could do anything because she had completed the first flight. Her only option was to talk to a boarding agent at 7 am the next day, which meant remaining in the gate area for ~9 hours overnight.
My solution was to cancel and re-purchase the second leg so that she could get a boarding pass, go get some food, and visit the lounge. I spent another hour on the phone explaining this to a United rep yesterday, and United ultimately refused to refund the price difference.
So all you need is a >12 hour overnight layover, a fat-fingered data entry, and a non-US/EU passport. Then you too can be trapped at the gate overnight!
Let me know if you have any suggestions on who to reach out to about this, we've already called united and filled out the refund form with both confirmation numbers. I think all we can do now is complain about it online :-)