I work for a touring dance company based in Boise. Our crew of around 15 flies United pretty much exclusively, and most of our members have Premier Exec. status (alas, not me, as I just started working here). On July 24, we arrived in ORD to find that our connecting flight to TVC was cancelled to FAA advisory/control tower issues. After 6 hours in the airport and a mess of re-ticketing and standing by for other flights, it turned out that basically all flights to any airport in Michigan were canceled that day, and we were ticketed for the first flight the next morning. This was unacceptable as our dancers were contracted to arrive that evening and perform the next morning. We were assured by a United ticketing agent that we could get a refund for our ORD-TVC flight, and because they had issued a travel advisory and waiver for all Michigan flights, we could get rental cars reimbursed. We ended up getting the rental cars and driving the rest of the way to our destination.

However, after contacting United customer service to explain the whole stressful fiasco, I received a reply stating that while our ORD-TVC leg would be reimbursed, our rental cars were not. This flies in the face of what 2 other UA agents told me at ORD. I do have the name of the gate agent who helped me before with re-ticketing and told me rental cars were reimbursed. I also have all of the flight numbers and necessary receipts. Alas, I don't have a screenshot of the travel advisory that was listed on united.com, and I couldn't get a customer appreciation card from a flight attendant as we never ended up flying our last leg. Am I SOL on this one? Shouldn't we get a bit more compensation than a ticket refund after 6 unnecessary stressful hours in ORD on standby and a ridiculously long drive to our final destination?

I have never been in a situation like this, and truthfully our tour manager was supposed to take care of it months ago, but she didn't and now I'm left with this mess because I'm "the FT girl." Any help or advice is greatly appreciated.