United MileagePlus (Consolidated) - Very frustrating trying to correct a simple United mistake.

I have been on the phone with United for almost two hours. Went to redeem the balance of an ETC and found that it was less than it should have been. Originally $1500. Had only used it for two tickets for $457.90 each. The balance showed up as $126. After doing a little math I figured it out. $1500 minus THREE tickets at $457 equals $126. Seems simple right? I am having so much difficulty explaining the simple finding to the many people I have been shifted off to. I am beginning to think their strategy is to just keep me on hold and or shift me off to others so I will give up.

I though I had it worked out when the first 1-1/2 call ended with them saying the $457 was showing as pending and all I had to do was call the ETC help and could book. Nope. Called them and it started all over again.

Very sorry to hear about this. I hope folks with more experience with this kind of thing can help out more than I can, but all I can think of is to keep calling and to keep careful track of whom you speak with and where they're based.

I have been on the phone with United for almost two hours. Went to redeem the balance of an ETC and found that it was less than it should have been. Originally $1500. Had only used it for two tickets for $457.90 each. The balance showed up as $126. After doing a little math I figured it out. $1500 minus THREE tickets at $457 equals $126. Seems simple right? I am having so much difficulty explaining the simple finding to the many people I have been shifted off to. I am beginning to think their strategy is to just keep me on hold and or shift me off to others so I will give up.

I though I had it worked out when the first 1-1/2 call ended with them saying the $457 was showing as pending and all I had to do was call the ETC help and could book. Nope. Called them and it started all over again.

One small piece of advice: get a headset. You can last a lot longer if your arm is not dying holding the phone for hours.

One small piece of advice: get a headset. You can last a lot longer if your arm is not dying holding the phone for hours.

Good idea for future calls, which sound like they might be likely. Or put your phone on speaker. In either event, plan on being on hold a long time and to have some work or entertainment or something else useful to do while waiting.

Do you have any documentation that you just purchased 2 tickets and that they deducted 3 tickets?
Can they track which purchases came out of the ETC?
I would ask maybe the website people to help you out. Sometimes they are nicer and more understanding
I would also send a letter via post office with your explanation.

Do you have any documentation that you just purchased 2 tickets and that they deducted 3 tickets?
Can they track which purchases came out of the ETC?
I would ask maybe the website people to help you out. Sometimes they are nicer and more understanding
I would also send a letter via post office with your explanation.


Yes, I had all the past documents. I finally got them to book a new ticket with it but they would only use the "Pending" $457 and not the full value. Still can't understand what is up with that.

I am actually back on the phone with them now. When I did not get the confirmation email after a couple of hours I called back. Seems the guy messed it up somehow and it had not ticketed. The Premier Desk is trying to correct it now.

One small piece of advice: get a headset. You can last a lot longer if your arm is not dying holding the phone for hours.

I am 45 minutes into it so far this time. I have the headset...and a beer. Still frustrating, but better.

One small piece of advice: get a headset. You can last a lot longer if your arm is not dying holding the phone for hours.

Another thing that I've found since the merger is that now that the music on hold has been switched over to the United "piano" tune, it turns out to be quite an earbug. If you hear it every couple of minutes for a half hour or more, it tends to keep playing in your head for the next couple of days. It's truly a gift that keeps on giving!

Update:

They still do not have it ticketed but I did notice when I checked on the status using the confirmation number that they have added a $25 call center fee, because I called them to correct THEIR mistake.

United, I am done with you after I get the ETC and miles account depleted.

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Now at 4 hours on the phone with them today!!!

Update:

They still do not have it ticketed but I did notice when I checked on the status using the confirmation number that they have added a $25 call center fee, because I called them to correct THEIR mistake.

United, I am done with you after I get the ETC and miles account depleted.

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Now at 4 hours on the phone with them today!!!

I called to book an award b/c their online system got confused doing a 9 segment route (gave 2 options for the second leg instead of the 30+ combos available), lady said they'd waive the fee due to the website being useless - long story short she didn't make that happen (maybe she forgot, who knows), but I only had to make one 20 minute call back to get them to cancel the pending charge on my credit card. Still...one call resolution needs to be driven hard in this company - that's the #1 thing they can do to improve customer satisfaction, not to mention getting it right the first time will save them time and money. Most of us can understand issues arise that necessitate a call - however, it should be just that *A* call, not a half dozen.

Update:

They still do not have it ticketed but I did notice when I checked on the status using the confirmation number that they have added a $25 call center fee, because I called them to correct THEIR mistake.

United, I am done with you after I get the ETC and miles account depleted.

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Now at 4 hours on the phone with them today!!!

Oh my.

Well, if you ever needed a good example of adding insult to injury...