![Despite recent bad publicity, United still has a few things to learn about customer service.](http://web.archive.org./web/20170626011800im_/http://www.traveller.com.au/content/dam/images/g/w/x/g/w/y/image.related.articleLeadwide.620x349.gwsbpr.png/1498353339002.jpg)
UNITED WE FALL
Even after United Airlines' recent adverse publicity it still has a long way to go in terms of customer relations. Our United flight from Boston to Newark (near New York City) on May 23 was interrupted by another United flight which caught fire just prior to its take off from Newark.
After the passengers were safely evacuated, air traffic control (ATC) closed the airport.
Our flight was put into a holding pattern, but eventually running low on fuel, we diverted to Stewart Airport, just north of New York. We were very quickly refuelled but waited for some time for Newark Airport to re-open. We finally arrived at Newark at 11.30pm. Our connecting flight had already departed so there we were at Newark airport at midnight asking for assistance from United as to a hotel. We were told United Airlines would not provide accommodation or meal vouchers as the flight was delayed due to ATC closing the airport. The fact ATC closed the airport because a United Airlines plane caught fire did not seem to matter.
Don't think you would get better treatment if you were a regular United Airline customer. My wife and I first travelled on United more than 30 years ago and have been Mileage Plus members ever since. Our combined accrued lifetime miles is close to 1 million miles (points). We have now been credited with 2500 miles (points) each, for the inconvenience, but that really is a token for problems caused directly by United Airlines.
Chris Patten, Sydney, NSW
LETTER OF THE WEEK: SEE PARIS AND QUEUE
![Members of the army join a police officer outside 10 Downing Street in London, Wednesday, May 24, 2017. Britons will find armed troops at vital locations Wednesday after the official threat level was raised to its highest point following a suicide bombing that killed more than 20, as new details emerged about the bomber. (AP Photo/Tim Ireland)](http://web.archive.org./web/20170626011800im_/http://www.smh.com.au/content/dam/images/g/w/s/b/h/s/image.imgtype.articleLeadwide.620x349.png/1498201181422.png)
Once a drawcard for tourists, increased security has resulted in 10 Downing Street becoming more like a prison. Photo: AP
We returned from Britain and Europe on what was trip No. 4. It was a success but no one told us about the crowds and queues.
Although we travelled off-peak, I was shocked by the wait times to get into St Peter's Basilica in Rome and the Arc de Triomphe in Paris. This is the result of cheap mass travel and rising living standards. And security that wasn't required on my first trip 30 years ago.
Back then, one could stand in front of the 10 Downing Street door but now it's prison-like with armed guards. Sure, do see the Eiffel Tower but it may also be worth considering exploring lesser visited places in the Australian winter when it's summer in Europe.
Margaret River, here I come!
Neil Johns, Brunswick, VIC
See also: We're sick of you: The European cities that now hate tourists
FOOD FOR THOUGHT
Patrick Sayers suggests that first and business class passengers refrain from eating complimentary meals to avoid gluttony.
I have another perspective.
These passengers have paid top dollar for their tickets, and the amazing food is not free, instead, one of the many perks enjoyed by business class passengers. I've heard that gourmet offerings of the the city's top restaurants are available in these lounges, and it seems rude not to eat when someone has gone to so much effort.
If I ever get to travel business class, I will be lining up for my three-course meal, whatever time of the day, with a plate in each hand.
The idea of limiting yourself to tea, coffee, juice and a croissant, as Patrick suggests, seems a bit sad. Furthermore, if people knew how many calories there were in a juice and croissant, they would choose three three-course meal as a healthier option. Besides, who knows when they might eat again?
Louise Price, Mentone, VIC
LEFT TO THEIR DEVICES
Lee Tulloch (Luxe Nomad, June 10) writes in her always entertaining way about those addicted to electronic devices. I pity them and despair that so many are addicted.
What happened to being peacefully alone with one's thoughts, just thinking or idly contemplating life? Constant stimulation isn't good for the human psyche. As for being happy to "take the office along" on a holiday, I feel such people have forgotten what a holiday is.
And, furthermore, your Flight Test writer in the same edition of Traveller said it all when she wrote the absence of a back-seat screen on a flight of less than four hours had her "mildly panicked".
Very sad.
Steve Ellis, Hackett, ACT
CLEARING THE AIR
In response to Paula Stevenson's letter of the week about Airbnb (Traveller letters, June 10) I have been using Airbnb properties for some years now, have always had positive experiences and would urge anyone to try its properties. I use some guidelines, though, as follows:
Thoroughly go over property listing (does it have all the facilities you need, such as washing machine, Wi-Fi, what floor is it on (many older apartment buildings in Europe do not have lifts so are you prepared/able to carry luggage up to the third floor?) Is it fully screened? (depending on climate/country you are visiting).
You can tell a lot from the photos of the property. Best to avoid those that look like someone lives there permanently (as well as having to live in someone else's clutter, the host may not be planning holidays and able to vacate the property at the same time as you would like to stay there).
Read all the reviews. If the host has cancelled any booking at short notice, or responds unfavourably to a reasonable comment, I look elsewhere.
Travellers living as locals experience a deeper and wider appreciation of a location as opposed to that of a tourist staying in a hotel.
Jennifer Look, Burwood, VIC
LOST AND FOUND DEPT
Collecting my luggage at Munich airport I discovered my wallet containing a substantial amount of cash and credit cards etc was missing from my pocket. I contacted security and within minutes, the Singapore Airlines staff returned my wallet with the contents intact.
Many thanks to the honest staff of Singapore Airlines.
Ian Crawford, Hunters Hill, NSW
PRIMAL SCREEN
I'm with Michael Bailey (Traveller letters, June 10) on the plane seat reclining issue. I too never recline my seat in economy because I know how unpleasant it is for the person behind.
There is nothing worse than having a side of sweaty bald head or grease and dandruff with your meal. It also makes watching the screen nigh on impossible. I recently endured a 10-hour fight where I couldn't see my screen due to my forward neighbour.
Until airlines provide more space between seats, perhaps a plane etiquette questionnaire should be required before tickets are issued.
Tory Rands, Naremburn, NSW
Send us your travel-related opinions and experiences
Letters may be edited for space, legal or other reasons. Preference will be given to letters of 50-100 words or less. Email us at travellerletters@fairfaxmedia.com.au and, importantly, include your name, address and phone number.
See more: Traveller Letters
New episodes: Flight of Fancy - the Traveller.com.au podcast with Ben Groundwater
To subscribe to the Traveller.com.au podcast Flight of Fancy on iTunes, click here.
Comments