So I sent the following in by email on 3/9 (some info de-identified)... no response. Called today, was polite but unable to get even an acknowledgement that things were wrong and was told to submit my complaint online via a web form so that my plat status would bump it to the top of the queue. Any thoughts on what else to do?


Hi, I wanted to write in with some recent troubles and need to get some things fixed. It wasn’t United’s finest hour. The trip was using MP number XXXXX (Premier Platinum), with PNR of XXX(UA) or XXX(CO), sea-ewr-tlv-ewr-sea. Please feel free to call or email if you have questions. My account is linked to email address xxxx.

1) I was booked in Q/economy sea-ewr on 2/17, so called to have a Regional Upgrade applied (the balance was in biz or first) which was debited from my United account. I ultimately received the upgrade notification on 2/14 from continental. Fantastic. I showed up at the airport on 2/17 to find the upgrade was taken away because of a change of equipment (737 to 737), to a smaller 1st class cabin. Sucks, but it happens. I got on the plane to find that it was in fact a 737 with 20 first class seats – the largest 1st class 737 united or continental has. So I was lied to AND was in economy for a 5.5 hour flight before a long haul international flight – thankfully in business. For no reason – I’m a platinum and as of the day before the flight, there were still plenty of first class seats available in R (upgrade) class. I should have been upgraded on status alone, but was willing to use a regional upgrade to guarantee it. This is NOT ok.
2) The regional upgrade that I used was not re-deposited into my account. I’ve given it a few weeks, and nothing. This is NOT ok.
3) The ewr-tlv flight had a broken in flight entertainment system for the first 5 hours. This is not ok.
4) On the return on 2/27, tlv-ewr we were delayed by 12 hours and given no food options in the airport. It is also my understanding that I should have received a united credit voucher, but because I was switched by the phone operated from CO85 to CO91, I was not on board the flight with the vouchers. I’m told this was a $500 credit. This is NOT ok.
5) I was not able to get a seat ewr-sea without a 11 hour layover that wasn’t a middle seat on a 6 hour flight, having paid for first class… it happens with delayed travel and I understand, but it really sucks and just added insult to injury.

I’m due compensation on #2 because my upgrade was never returned to me. It is my understanding that #3 and #4 should have resulted in automatic, on-board vouchers for credit against future tickets, so I believe I’m due compensation there. Regarding #1 and to a lesser extent #5, I’d be a lot more inclined to appreciate United/Continental and the merger if the difficulties were recognized and compensated – which were not handled well by the on-ground staff.

If you look at my previous bookings, it’s clear that I have tried to use UA metal on the many business-class full fare tickets to asia and israel that I’ve booked, but that’s certainly not something I am bound to do in the future if I don’t feel I’ll be treated well at $6,000 a ticket. United and star alliance are certainly not the only game in town. My total flight miles last year was >125k, split between star alliance and oneworld – a balance that I am more than happy to alter if I feel inclined.