My review is bittersweet. First off, I tried to check-in online for my flight. This feature is not for Canadian residents. United Airlines you need to update this feature, allowing a Canadian address to complete the check-in service. After numerous attempts trying to check in online I realized the issue. Then I called United Airlines to let them know the problem with their online check-in. I intended to check-in during this phone call but was on hold 20mins, I finally hung up. Then this morning I come to the Toronto Pearson Airport to check-in. Went to the United Airlines check-in. By the time I reached the airline representative, he scanned my passport, laid it back on the counter and said " I can't check you in, you'll have to get the next flight at 4:00". He said it was out of his hands. Apparently he could not bring up the flight on his computer. It was closed. There was plenty of time to provide me with a boarding pass since the flight was not leaving for 1 hour and 20 minutes. By this time my patience ran out. I told him I am booked for surgery tomorrow and it's important for me to be there on time today since the chauffeur will be picking me up at the airport at TOA. He showed no empathy! I then called United Airlines customer service. The male representative was doing his best to provide a solution.I was on the phone with him 17 minutes when I noticed a female United Airlines representative walking past me. I asked her if she was the supervisor and she said yes. God love her! Her name is Tanisha. I immediately filled her in on my situation. I told her how the male representative was most non empathetic. Tanisha called out to representative Clair, who was seated at UA counter. "Clair, book this lady a direct flight to San Diego" Tanisha you are one of the most thoughtful, caring , empathetic supervisor. Without you I would have been in limbo. I got on my new flight and will be there on time. I hope United Airlines realize how great you are with crisis intervention. We need more of Tanisha's!!
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United Airlines, Inc. is a major American airline headquartered at Willis Tower in Chicago, Illinois.
