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Original Comment bgarnett.... August 12th, 2012<br /> <br /> <br /> United very dysfunctional, especially at Memphis<br /> Arrived at Memphis on schedule at 5:58 PM Thursday. No signage as to which carousel to pick up luggage. Had to ask, nobody seemed to know. Found other passengers from our flight at carousel 3c, still no sign. Other passengers got bags after about 30 minutes. Ours did not arrive. Found the united baggage office, totally locked and unstaffed thought the sign said it should have been open at that hour. Went up to united ticket counter where the two united employees loudly argued about who was going to help me. After much sighing about how busy they were, one finally came down to the baggage room, the expressed annoyance that I had bothered her when my bag wasnt in there, as if I should have known. A delayed baggage brochure was passed to me, and she abruptly left, despite my asking for assistance in figuring out the process, was told &quot;we are too busy&quot; just call the number on the form. My wife and I made 5 calls over the next 24 hours, each time to be told that the bag had arrived in Memphis on a later flight and would be delivered to our hotel. Each time when we asked the call center to confirm directly with the united staff when the bag would be sent, we were advised that nobody would answer the phone at united in Memphis. <br /> Still we have no luggage, after 3 days of waiting. Seems that the call center may be in India, in all we spoke to Shawhee, Bhanu, Faisal, Niharika, and supervisor Bhupen, same unhelpful response from each, though every one of them indicated that the bag was arrived in Memphis, but that they could only send a message, as the phone was not being answered. They refused to give used the phone number. We later managed to find a local number throught the airport operator. Someone answered at united luggage, and immediately transferred me to another line which did not get answered. Very frustrating experience, which the hotel staff were completely unsurprised by When we mentioned the airline involved. Our ticket costs were $1602 for the round trip, then united has the audacity to charge the extra $27 for a baggage fee, for which we have nothing to show. This airline approach to customer service is irresponsible. We've now had to incur laundry and new clothing costs, plus costs of roaming long distance on our phones due to the very long hold times during our many calls. Many hours of our time have been wasted.<br /> Leaving for home tomorrow without luggage - definitely will encourage my friends and business associates to boycott united.

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