UA cancelled my reservation, should I file a lawsuit?
It's my first poster in Flyertalk, I searched the whole forum but I find my issue doesn't fall into any normal category. So I hope I can hear from experts like you guys.
I had inbound direct flight from IAD to MUC as a part of my reservation this August, but it was cancelled and refunded by some united airline’s agent mistake (UA already admitted). When I discovered that, I called, I reached their “Supervisor of Reservation Department”, I was shocked when she told me I need to pay the ticket myself (Which is $3200) according to UA’s policy, because I already got refund (around $250).
Of course I found it is outrageous at that time, and I was so convinced I could get my ticket back that I didn't even think about booking a new flight of my own. It turned out I am totally wrong, after more than one month back and forth at BBB without a result, I had to leave, the trip was horrible, I made one long distance bus ride and two transfer flight, and I paid $850 for it.
I really believe what they did to me obviously unlawful. But now I really confused. I really don’t understand how come they still not willing to issue me a new ticket after I filed the case to BBB, and how dare they give me a final “goodwill” offer which is just 30000 Miles for all the suffering I've been through. Could you give me any suggestions? Is BBB really hopeless on this issue and I should go direct for court?: confused:
Timeline:
05/30: Made original reservation: $700
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Jun.1 UA9255 K MUC-EWR
Jun.1 UA4392 K EWR-DCA
Aug.28 UA8784 K IAD-MUC
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06/01: UA4392 Cancelled due to weather. Rebook US2165
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Jun.2 US 2165 unknown class LGA-DCA
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06/02: Finished US2165, Charged $25 for checked bag.
06/02: Apply online for refund $25.
06/15: Got email from refund service: the request forward to customer care
06/16: Got email just told me refund approved, nothing else
Beginning of July:
discoverd the refund is $250, no idea why. doesn't come with explanation
Mid of July:
Found out my reservaiton disappeared. Called UA, told me is a mistake, will be reinstalled.
Check the system 3days later, found new reservation. Thought the issue is over.
08/27: want to check-in online, find No reservation again. Call to reinstall. refused. was asked for $3200
08/28: file claim to customer care no response
09/05: File claim to BBB
Sep: back and forth at BBB, Best offer: $250 UA voucher. meanwhile, UA fare never below $3000
10/08 Have no time to wait, brought $850 LH ticket.
10/15 LH flight to Germany.
Programs: AA EXP, down to UA Gold shooting for GM next year
Posts: 955
Hmmm, I'm kind of confused to.
I'm sure it will help other readers, as well as me, as more specific details (in order). Your say UA agent mistake, supervisor wanting you to pay, throwing out numbers of $250 credit, $3,200 ticket, $850 bus ride (IAD-MUC by bus?), 30,000 miles, etc.
Just simple facts in order would make this a little easier to figure out.
Thank you for your reply AZjohns. I am sorry for the confusion. Let me try this in a different way.
1. IAD-MUC Ticket Cancelled by UA agent mistake and refund me $250.
2. I want a ticket back but UA supervisor ask for $3200. I didn't agree.
3. Complained though BBB for more than a month but still no ticket for me.
4. I must come back at mid Oct. so I paid around $850 for LH flight. JFK->FRA->TXL->MUC. took bus from DC to NY. Only way I can afford at that time.
5. After 2 months negotiation only got 30000 Miles offer. Far from what I actually paid for my trip, let alone the compensation.
Ok..so UA cancelled one leg of a round trip ticket by mistake, refunded you the one-way fare, and then wouldn't reissue the ticket when they discovered the mistake. Yes ?
Ok..so UA cancelled one leg of a round trip ticket by mistake, refunded you the one-way fare, and then wouldn't reissue the ticket when they discovered the mistake. Yes ?
Yes, I asked them to take the refund back and reissue me a ticket. Still a NO, $3200 or no ticket.
Programs: AA EXP, down to UA Gold shooting for GM next year
Posts: 955
Sounds like the price of a one-way.
Very sad story. Guess you can take it to small claims.
There are many lawyers and wanabe's here on FT, so I will let them tell you the chances.
Other than "sorry it was a mistake" was there any specific reason for the cancellation ? Did they tell you WHY the mistake took place, or just that it "happened"
Other than "sorry it was a mistake" was there any specific reason for the cancellation ? Did they tell you WHY the mistake took place, or just that it "happened"
I don't really know, I suspect is a mishandling, because I did ask for a refund, but just for $25 baggage fee. One of my outbound flight is canceled for weather issue.(I didn't blame UA for that.), they rebook a US Airways flight for me. I got charged for checked bags and the gate agent told me to apply a refund online.
I've had return legs accidentally cancelled, typically there due to irrops on the outbound where I was on a different flight than my original reservation. In every case UA reinstated the return flights with no problem.
Why did UA cancel your return flight?
Quote:
Originally Posted by mrchenkun
I don't really know, I suspect is a mishandling, because I did ask for a refund, but just for $25 baggage fee. One of my outbound flight is canceled for weather issue.(I didn't blame UA for that.), they rebook a US Airways flight for me. I got charged for checked bags and the gate agent told me to apply a refund online.
So there was an irrop situation and you flew on a different airline. I don't understand why they didn't simply reinstate the return flights. They have always done that for me.
You indicated that they acknowledged it was their mistake. Still not understanding why the return flight was not reinstated.
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Last edited by FlyinHawaiian; Nov 9, 12 at 5:57 am..
Reason: merge
So there was an irrop situation and you flew on a different airline. I don't understand why they didn't simply reinstate the return flights. They have always done that for me.
You indicated that they acknowledged it was their mistake. Still not understanding why the return flight was not reinstated.
It is also something I am trying to understand too.
Maybe due to they didn't refund you, I got a little refund?
However, the supervisor specifically told me she cannot "honor" the ticket for me because my flight now worth $3200 instead of $250.
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Quote:
Originally Posted by mrchenkun
It is also something I am trying to understand too.
Maybe due to they didn't refund you, I got a little refund?
However, the supervisor specifically told me she cannot "honor" the ticket for me because my flight now worth $3200 instead of $250.
BUt you have now already completed your travel AND you got 30,000 as goodwill?! So your trip ended up costing you $600 (850-250) and you got 30,000 miles.
I clearly could be missing something, but that doesn't sound all that bad. Other than the hassle and the fact that the SHARES system is well known for cancelling legs like that. Like others, however, I have never had an issue with re-instatement.
Perhaps you inadvertantly requested a refund for the entire leg, instead of the baggage fee?
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Quote:
Originally Posted by mrchenkun
It is also something I am trying to understand too.
Maybe due to they didn't refund you, I got a little refund?
However, the supervisor specifically told me she cannot "honor" the ticket for me because my flight now worth $3200 instead of $250.
u went online to seek a refund for 25 USD, and instead u refunded the ticket instead? did u call in to do the refund or the refund was done solely by u online?
BUt you have now already completed your travel AND you got 30,000 as goodwill?! So your trip ended up costing you $600 (850-250) and you got 30,000 miles.
I clearly could be missing something, but that doesn't sound all that bad. Other than the hassle and the fact that the SHARES system is well known for cancelling legs like that. Like others, however, I have never had an issue with re-instatement.
Perhaps you inadvertantly requested a refund for the entire leg, instead of the baggage fee?
In any event- in NO WAY is this lawsuit worthy...
Wow, Could you tell everyone here how to write a "inadvertently refund request" to UA which will made them refund a non-changeable non-refundable ticket? I think everyone will be interested.
UA cancelled my reservation, should I file a lawsuit?
