Originally Posted by
1KPath
The same thing happened to me last month due to a last minute mechanical and the inability of the GA to print a voucher...my claim was denied via snail mail and e-mail! I called the 1K desk the next day and they said that they would submit another claim for me as they believed I was was entitled to one...I received another denial a week later with the added comment that this was UA's final decision and they considered the matter closed.
I forwarded this letter to 1K Voice by e-mail for which I received a response within 24 hours saying that they would escalate the matter to customer service management...as they believed I was due a reimbursement. I addition, they sent me two $200.00 certs for my problems and apologized for the breakdown in the reimbursement system! Today I received a check in the mail for $310.00 with an apology. (Why this much, I don't know...the hotel folio was for $110!)
My advice to you is to keep communicating with UA and sooner or later you will get someone who will make things right!
Why do large corporations make such simple issues so complicated...and expensive to the corporation!!...just a rhetorical question! For a $110 room, this is going to cost UA over $700!
A quick update...I just received a "snail mail" letter from a manager at UA Customer Solutions apologizing for the confusion on United's part and for the difficulty I experienced applying for a hotel reimbursement. He indicated that the current system was being reevaluated and that a more customer friendly system would be on the introduced soon. He also stated that UA recognizes its responsibility to provide accommodations for its 1K customers inconvenienced by equipment failures, air traffic control and poor weather! In addition, he credited my account with 15,000 miles as an added measure of good will!
So far, a $110 hotel bill reimbursement request has resulted in a $310 reimbursement check, two $200 certificates and now an additional 15,000 miles added to my account. 1K Voice, for me at least, has proven to be a quite effective means of communicating with United!