Several weeks before we left home, I got an email saying the flight from Halifax had been changed, and was now a tourist class flight. I called United Airlines to find out what was going on, and spoke to a representative (who of course, did not possess a surname) who assured me that I would get a refund for the First Class flight I no longer had, and that I still had my bulkhead seat.
Not true. None of it.
The airplane wasn't full. I could have been given two adjacent seats -- but a young man (clearly a friend or relative of one of the snotty cabin attendants) carrying one of those huge backpacks -- no way that would fit in an overhead locker -- was given those two seats to himself. He and his illegal backpack were given every consideration. I was treated like a piece of dirt. One of the cabin attendants did her best to step on Xingxing's tail every time she passed. Xingxing was a really good sport. Xingxing is always a good sport.
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Hours and hours and hours later, we were finally in our First Class (but not bulkhead) seats on our United Airlines flight from Newark to Phoenix. Did I want dinner? Absolutely. All that's left is pasta, I was told. We go by priority. The other passengers have priority, so they got first choice. You get what's left.
I always thought a First Class ticket was a First Class ticket. Silly me! But there is nothing on the United Airlines website explaining that there are different priorities of First Class service. I didn't realize that I'd paid top dollar for a low priority First Class ticket.
United Airlines doesn't have a Vice President for Customer service. Instead, they've got a Vice President for Customer Experience. And he doesn't answer his mail. He passes it on to underlings, who are as snotty and unhelpful as everyone else.
If you want a "customer experience" fly United Airlines.
As for me, one "customer experience" was enough to last a lifetime. I will never fly United Airlines again. If you're smart, you won't either. Especially if you're traveling with a service dog!