Flight Change Back to Original Flight - after $550 in Change fees - What to do?
#16
Join Date: May 2010
Posts: 579
Once you changed to the other flight, any relation to the first flight doesn't matter. Would everybody who paid $1,150 on the earlier flight be asking for money back because the later flight was less expensive? Of course not.
They will not refund the $550, nor should they.
They will not refund the $550, nor should they.
The passenger paid a certain amount of money for the change.
The airline, at the end, did not provide what they accept the payment for, the change.
The passenger ended up in the same flight they originally booked in. Hence, the goods / service that the customer agreed to paid for, have not been provided, as the merchant agreed to.
Last edited by Ragnarok; Jun 28, 2013 at 1:06 pm
#17
Join Date: Mar 2008
Location: London
Programs: UA GS
Posts: 2,438
I have to agree that he should press for a refund. And if he doesn't get one I would file a DOT complaint or a dispute. He paid for an earlier flight and their computer system reversed that change (doesn't really matter the reason).
It would be one thing if the flight had been DELAYED past the original flight's departure. He might still be livid but the argument could be made that he paid for a particular flight, not time. In this case, he paid to be moved to an earlier flight and they moved him back against his will!
It would be one thing if the flight had been DELAYED past the original flight's departure. He might still be livid but the argument could be made that he paid for a particular flight, not time. In this case, he paid to be moved to an earlier flight and they moved him back against his will!
#18
Original Poster
Join Date: Jul 2009
Location: MSP
Programs: DL SM
Posts: 91
The flight she was originally on was 6/17/2013 UA #3526
The flight she changed to was 6/17/2013 UA #6262
She was changed back to the original.
Looking at FA, it looks like the 6262 flew as normal. Could this be a case where they oversold, caught it, and IDB'd her without warning? Is there something I am missing? (apologies for any ignorance on the matter)
http://flightaware.com/live/flight/U...456Z/KDEN/KMSP
EDIT - Looks like she was flying from ASE and this was the flight that was cancelled: SkyWest 5538
http://flightaware.com/live/flight/S...335Z/KASE/KDEN
The flight she changed to was 6/17/2013 UA #6262
She was changed back to the original.
Looking at FA, it looks like the 6262 flew as normal. Could this be a case where they oversold, caught it, and IDB'd her without warning? Is there something I am missing? (apologies for any ignorance on the matter)
http://flightaware.com/live/flight/U...456Z/KDEN/KMSP
EDIT - Looks like she was flying from ASE and this was the flight that was cancelled: SkyWest 5538
http://flightaware.com/live/flight/S...335Z/KASE/KDEN
Last edited by RuesterGAGT; Jun 28, 2013 at 12:23 pm
#20
Join Date: Aug 2000
Location: Tri Valley Area Northern CA
Programs: UA GS
Posts: 579
Hello all. I'm writing this for a friend who occasionally uses United for business (I'm a DL person so I don't know UA's policies). Any help/advice/recommendations you guys and gals could leave for her on here would be great.
Here is her message:
"I need to rant and I hope you all listen. I purchased a $600 plane ticket on United. One week before the flight, I paid an additional $550 to change my ticket (don't even get me started on change fees) to leave earlier as I had a meeting I was required to attend. The day of the flight, United cancelled the earlier flight, put me back onto the original flight and refuses to refund the $550 because "they still got me to my destination." How is this okay? How can the airlines dictate such terrible pricing and customer service strategies? And I as the customer am just supposed to accept this? Grrrr....I'm beyond irritated. Any advice from my traveling friends on how I can get a resolution?"
Here is her message:
"I need to rant and I hope you all listen. I purchased a $600 plane ticket on United. One week before the flight, I paid an additional $550 to change my ticket (don't even get me started on change fees) to leave earlier as I had a meeting I was required to attend. The day of the flight, United cancelled the earlier flight, put me back onto the original flight and refuses to refund the $550 because "they still got me to my destination." How is this okay? How can the airlines dictate such terrible pricing and customer service strategies? And I as the customer am just supposed to accept this? Grrrr....I'm beyond irritated. Any advice from my traveling friends on how I can get a resolution?"
I realize that this is a more risky proposition, and the "security" and peace of mind of having an earlier flight 1 week in advance may well be the worth the additional $550. However, for non critical business trips and/or leisure travel, this option may be more appealing than spending hundreds of dollars. I get the impression, that many (if not most) travelers do not take advantage of this feature.
#21
Join Date: Jul 2010
Location: London, UK
Programs: BA Gold, UA Nobody, Hilton Gold
Posts: 2,372
For future reference, another option to paying the additional $550 to change the ticket, is to plan a SDC ($50 for General Member) to the earlier flight. Unlike Delta's SDC policy, even with the recent enhancements, United's SDC policy is much more generous. Your friend may have moved up to an earlier flight beginning 24 hours from the original departure date/time. Thus, if the original flight was leaving at 5 pm on 6/17, she could try to confirm an earlier flight starting at 5 pm on 6/16 (i.e. any flight leaving 5:01 pm on the 16th).
#22
Formerly known as CollegeFlyer
Join Date: Jan 2004
Location: JRA
Programs: UA 1K MM, AA PLT, Hyatt Diamond, Marriott Gold, Hertz 5*
Posts: 6,716
If everything is truly as stated in the OP, I would dispute the $550 charge with the CC company, explaining that you paid $550 to switch to an earlier flight, and that the airline did not provide the service you paid for, as they cancelled the earlier flight after taking your money and put you back on your original flight.
Your original fare required the airline to get you to your destination, which they did, so that is not at issue.
The additional $550 (change fee and fare differential) was paid in exchange for the airline putting you on an earlier flight--which they did not do.
Just my 2c.
Your original fare required the airline to get you to your destination, which they did, so that is not at issue.
The additional $550 (change fee and fare differential) was paid in exchange for the airline putting you on an earlier flight--which they did not do.
Just my 2c.
#23
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
No idea. I simply stated a way in which a $550 charge was assessed. What people do with their money/schedule is beyond me.
I don't see anywhere where this is mentioned. There is talk of a destination but in a generic way only.
I don't see anywhere where this is mentioned. There is talk of a destination but in a generic way only.
#24
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
What did she try to get a refund of the change fee? I would first use the online contact form and see what response you get. If that doesn't work then I would try the CC dispute. I think you would win the CC dispute (I mean, you paid for something you didn't get) but my only concern would be if you dispute CC charges with UA they could in theory blacklist you.
#25
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 22,932
Once you changed to the other flight, any relation to the first flight doesn't matter. Would everybody who paid $1,150 on the earlier flight be asking for money back because the later flight was less expensive? Of course not.
They will not refund the $550, nor should they.
They will not refund the $550, nor should they.
Last edited by xliioper; Jun 28, 2013 at 7:34 pm
#26
Join Date: Nov 1999
Location: if it's Thursday, this must be Belgium
Programs: UA 1K MM
Posts: 6,481
I don't think the CC dispute will work. You can claim any number of reasons that you decided to change the flight, and that the airline didn't satisfy your reason. But that's not what controls a contract between you and the airline.
I think the best hope is sympathy at a high corporate level, in order to avoid unfavorable publicity.
I think the best hope is sympathy at a high corporate level, in order to avoid unfavorable publicity.
#27
Suspended
Join Date: May 2011
Location: SFO
Programs: UA 1K
Posts: 1,961
Chargebacks often work when they "shouldn't", because it's more hassle to contest it than to just give you your money back. But one of the reasons for chargeback is that you never received what you paid for, and that's pretty applicable here. Ultimately, your advantage is that it's in the hands of the credit card company, which prefers to make you happy if possible, rather than in the sole discretion of the party that would have to pay you.
#28
FlyerTalk Evangelist
Join Date: May 2007
Location: Houston
Programs: UA Plat, Marriott Gold
Posts: 12,651
I disagree.
The passenger paid a certain amount of money for the change.
The airline, at the end, did not provide what they accept the payment for, the change.
The passenger ended up in the same flight they originally booked in. Hence, the goods / service that the customer agreed to paid for, have not been provided, as the merchant agreed to.
The passenger paid a certain amount of money for the change.
The airline, at the end, did not provide what they accept the payment for, the change.
The passenger ended up in the same flight they originally booked in. Hence, the goods / service that the customer agreed to paid for, have not been provided, as the merchant agreed to.
Another change was also made, uncompensated, as allowed by the CoC they agreed to.
#29
Join Date: Oct 2012
Location: NYC
Programs: AA DULtArer
Posts: 5,552
Chargeback wil not work, as Terms of contract were met. The 550 vs 600 is totally irrelevant, the traveller paid 1150 for a last minute flight to meet her schedule change, just like a full fare passenger would.