Thanks, I am going wait one more day to see if they get back to me before starting to email.
I finally got another response from Customer care (I guess this was the supervisor they were talking about) - but all they did was resend me another voucher I have received this year (for a lower amount). No answer about the $500 voucher which was used by someone else at all.
Funnily enough for this answer they used the case no of the original issue of the $500 voucher...
No way to get through to someone quicker who can fix this so far. I also PMed UA Insider but no response so far.
I finally got another response from Customer care (I guess this was the supervisor they were talking about) - but all they did was resend me another voucher I have received this year (for a lower amount). No answer about the $500 voucher which was used by someone else at all.
Funnily enough for this answer they used the case no of the original issue of the $500 voucher...
No way to get through to someone quicker who can fix this so far. I also PMed UA Insider but no response so far.
How long ago did you PM UA Insider? Hope you can get to the bottom of this!
I posted a message on their FB page last evening. If you are in the same boat,
please add to the post at FB so they know the number of travelers affected
by this.
United has the worst customer service. I spent over 2 hours on the phone trying
to get a status update on my case id and all i could get was hold music and
info that my old cert was used and abrupt dropped calls.
No wonder their FB page is full of complaints. Not sure what my steps
should be at this point.
How long ago did you PM UA Insider? Hope you can get to the bottom of this!
PMed UA Insider 11 Dec - unfortunately don't have a record because messages sent through the Android app don't seem to make it to the outbox. No reply yet and no further reply from Customer Care yet after they resent me my other - still valid - e-cert for another issue and a much lower amount.
I have a flight in March I wanted to use the e-cert for but not sure if I will get it replaced until I have to book it...
I posted a message on their FB page last evening. If you are in the same boat,
please add to the post at FB so they know the number of travelers affected
by this.
Ian - didn't find your post... Can you link to it?
Did you get any response yet?
Ian - didn't find your post... Can you link to it?
Did you get any response yet?
Here is the link. It is buried way deep in the posts and
I never got a response anyway.
On the brighter side, I emailed the Director of customer Relations directly
using the details from here and the executive team responded back. They just replaced
my cert after a few back and forth emails.
Try that and you have a better chance. Good luck !!
Here is the link. It is buried way deep in the posts and
I never got a response anyway.
On the brighter side, I emailed the Director of customer Relations directly
using the details from here and the executive team responded back. They just replaced
my cert after a few back and forth emails.
Try that and you have a better chance. Good luck !!
Unfortunately I have been not so lucky. Customer Care has been giving me the run around (investigation still in progress after nearly 2 months), The Director of Customer Relations from the address given by you didn't respond at all, neither did UA Insider so far (I just sent a message again). Trying to call United also didn't help, I talked to three different agents, the first two promised me to transfer me to Customer Care, the third one told me it's not possible.
I'll keep trying as I won't let $500 go so easy (especially for the 2 day delay I had to endure for it), but it seems I have to book my next flight without a replacement certificate.
This is a first for me I mean this could happen but I'm thinking there would be some error in the certificate number. If its one digit off tat can happen.
I used a Southwest Airlines Certificate from SJC-MSY and the certificate had a number and security code.
Does United's Certificate have a security code as well as the number? If someone used your cert without your authorization then that is fraud. First of all the agent should have asked the person trying to book the ticket using your certificate the name on the certificate even if it was going to be used for a different passenger or for multiple passengers on the PNR.
I would call UA revenue department and open a case there to see the history. UA should issue you a new certificate so you can book the reservation. Do you have any evidence such as a credit card statemment stating you did not make any payment for the cert.
When using a certificate for a flight you have to co pay the taxes September 11th fee etc. Just like when I used my UA miles for a trip I had to pay 30,000+$75 using a credit card. Your ticket receipt would show -$300 UA Cert# +$75 paid on VISA 23444 etc. Furthermore your credit card statement should show the United Ticket Number on your statement. UA should also go after the customer committing fraud too.
If United fails to come through you should take it up in small claims court. Because your certificate was used without your authorization and the agent booking the passenger using your certificate did not ask for your name at least for security purposes should be reprimanded too.
I'm appalled that United cannot go to the history of the reservation, pull the tape from the call and have you listen to the call or see the online record if it was booked online. You could show you did not book this ticket. Gather evidence to show you were not out of town during the time of the flight.
Sorry to hear that your issue is still not resolved. Keep at it.
BOSHappyFlyer - The UA certs are just a series of alphanumeric digits and
can be redeemed online totally.
While it is possible that some of the certs are fat fingered, given the number
of issues being reported I would guess this looks more like a case of fraud.
One simple suggestion I had was to have them require the input of the name
on the cert. This should be easy to implement and reduce fraud or fat fingering.
Let us see if their IT dept. gets to it.
There's no reason why UA could not connect the ecert # to the ticket # to find out who actually flew on the ticket. I assume this is what they do when they eventually investigate some cases. (Anyone know if they do it differently?) Apparently, they just don't like to have to do so.
Quote:
Originally Posted by danielonn
This is a first for me I mean this could happen but I'm thinking there would be some error in the certificate number. If its one digit off tat can happen.
I used a Southwest Airlines Certificate from SJC-MSY and the certificate had a number and security code.
Does United's Certificate have a security code as well as the number? If someone used your cert without your authorization then that is fraud. First of all the agent should have asked the person trying to book the ticket using your certificate the name on the certificate even if it was going to be used for a different passenger or for multiple passengers on the PNR.
I would call UA revenue department and open a case there to see the history. UA should issue you a new certificate so you can book the reservation. Do you have any evidence such as a credit card statemment stating you did not make any payment for the cert.
When using a certificate for a flight you have to co pay the taxes September 11th fee etc. Just like when I used my UA miles for a trip I had to pay 30,000+$75 using a credit card. Your ticket receipt would show -$300 UA Cert# +$75 paid on VISA 23444 etc. Furthermore your credit card statement should show the United Ticket Number on your statement. UA should also go after the customer committing fraud too.
If United fails to come through you should take it up in small claims court. Because your certificate was used without your authorization and the agent booking the passenger using your certificate did not ask for your name at least for security purposes should be reprimanded too.
I'm appalled that United cannot go to the history of the reservation, pull the tape from the call and have you listen to the call or see the online record if it was booked online. You could show you did not book this ticket. Gather evidence to show you were not out of town during the time of the flight.
My cert had the passenger name printed on it. I was assuming all do. Don't they ?
On a side note, my TCVA certs don't seem to work on codeshare flights like Lufthansa even though the cert says "valid on certain codeshare flights".
Wonder what the "certain" covers ?
My electronic certificate did have a name in the email, but not "printed on it".
Anyway, for the record, last night I got a new certificate in my email, issued on Friday, same day I posted here, sent another message to UA Insider, another email to the director of CS and called United again and plead on the phone, even getting connected to customer care (who told me only my agent can do anything). No further note, so I don't know what did it, but I am happy to get the certificate.
Same issue here with codeshare flights, didn't work. On a United flight, I couldn't manage to finalize the booking online as soon as I entered a stopover. Had to finalize the booking by phone, but luckily worked in the end! Now just waiting for the ticket to be issued - let's hope this goes without flaw this time.
I mean this could happen but I'm thinking there would be some error in the certificate number. If its one digit off tat can happen.
